Articulate 360: How to Run Diagnostics

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You can run diagnostics right from the Articulate 360 desktop app to find out what’s wrong if Articulate 360 isn’t working properly. In this article, you’ll learn how to:

Check the Status of Articulate 360 Services

We made it easy to check your connections to Articulate 360 services, which is helpful if, say, you can’t browse Content Library images or publish to Articulate 360.

Just open the Articulate 360 desktop app from your computer’s system tray (by the clock) or the icon on your desktop. Then press the F12 key on your keyboard or click the drop-down arrow in the upper right corner of the app and choose Diagnostics.

The app will immediately check the status of Articulate 360 services and display the results. If there are any errors, you’ll see details explaining why.

You can run the connection tests again by pressing F12 or clicking the refresh icon in the upper right corner.

See the next section to find out what to do about status errors. When you’re finished, click Done in the lower right corner of the app to close the diagnostics.

Understand Status Errors and What to Do About Them

If the diagnostics return an error for an Articulate 360 service, the first segment lets you know if the service is temporarily down (see the example below). A red sidebar means the service is down, yellow means the service can’t be checked, and green means the service is operational.

Click the link in the message details to launch our status page, where you can see if any services are currently down and what we’re doing about it. (Depending on the error, the linked word will be unavailable, available, or status.)

Additional error segments describe specific services to which you can’t connect (see the example below). They always have a red sidebar and include the service URLs you’re unable to reach and detailed error messages.

If a service is operational (green) but you can’t connect to it (red), it may mean a firewall is blocking your access. To find out, click Copy to Clipboard at the bottom of the app to copy the status results, then paste them into a document and ask your IT staff if your network security is blocking access to the service URLs in the error messages. (If you just need to copy a single error message, click the clipboard icon that appears next to the error, as shown in the image above.)

For full access to all Articulate 360 services, your IT staff should whitelist these domains.

You can find more information about your interactions with Articulate 360 services by clicking the Logs tab at the top of the desktop app. Click Copy to Clipboard at the bottom of the window to copy the latest messages, then paste them into a document for your IT staff.

And we’re glad to help too! Send us a copy of your test results and message logs, and we may be able to determine what’s wrong.

Turn On Comprehensive Network Logging

Enable detailed network logging in the Articulate 360 desktop app when you're troubleshooting a difficult network issue. Here's how:

  1. Open the Articulate 360 desktop app from your computer’s system tray (by the clock) or the icon on your desktop.
  2. Press the F12 key on your keyboard or click the drop-down arrow in the upper right corner of the desktop app and choose Diagnostics.
  3. When the diagnostics appear, click the Logs tab at the top of the window, then click Options.
  4. Mark the box to Enable System Network Logging and click Done.

Next, reproduce the error you're trying to fix. For example, if you can't access Content Library characters, open Storyline 360 and try to insert a character. Since network logging is enabled, Articulate 360 will record details about your service requests as you work.

After reproducing the problem, export your log files as described in the following section and send them to us for review.

Comprehensive network logging can slow down your Articulate 360 apps, so it'll automatically turn off the next time you restart your computer if you forget to disable it.

Export Log Files for Articulate Support

We may ask you to send us the Articulate log files from your computer to investigate a problem. The good news is we made it easy to collect those log files. Here’s how:

  1. Open the Articulate 360 desktop app from your computer’s system tray (by the clock) or the icon on your desktop.
  2. Press the F12 key on your keyboard or click the drop-down arrow in the upper right corner of the desktop app and choose Diagnostics.
  3. When the diagnostics appear, click the Logs tab at the top of the window, then click Export Logs at the bottom of the window.
  4. It may take a minute to collect all the log files. When it’s finished, you’ll see a system notification that the logs have been saved to a file named Articulate-Logs.zip on your desktop. Click Done at the bottom of the desktop app to close the diagnostics.
  5. Reply to the email from Articulate Support and attach the Articulate-Logs.zip file, or upload it here. We’ll review your logs and let you know what we find.