If something isn’t working as expected in Articulate 360, diagnostics can help you identify issues and collect log files to share with our Support team. In this article, you’ll learn how to: 

• Open Articulate 360 Diagnostics
• Check the Status of Articulate 360 Services
• Understand Status Errors and What to Do About Them
• Enable Detailed API Logging
• Turn On Comprehensive Network Logging
• Export Log Files for Articulate Support
• Delete Articulate 360 Logs
• Clear Cache When Advised by Articulate Support

Open Articulate 360 Diagnostics

You can access diagnostics directly from Storyline 360 or the Articulate 360 desktop app.

• In Storyline 360 update 124 or later, go to the Help tab on the ribbon, then click Diagnostics.
• In the Articulate 360 desktop app, press F12 or click the drop-down arrow in the upper-right corner and choose Diagnostics.

Check the Status of Articulate 360 Services

When you open the Diagnostics window, the Status tab automatically checks your connections to Articulate 360 services and displays the results. This is helpful when, for example, you can’t browse Content Library images or publish to Review 360. If there are any errors, you’ll see details about what went wrong.

To run the tests again, press F12 or click the refresh icon in the upper-right corner. When you’re finished, click Done. The next section explains what to do with status errors.

Understand Status Errors and What to Do About Them

If diagnostics returns an error for an Articulate 360 service, the first segment shows the service status:

• Red: The service is down.
• Yellow: The service can’t be checked.
• Green: 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 add these domains to your allowlist.

For more information about your interactions with Articulate 360 services, go to the Logs tab and click Copy to Clipboard. Paste the latest messages into a document for your IT staff.

Still need help? Send your results and message logs to our Support team for further troubleshooting.

Enable Detailed API Logging

Use detailed API logging to capture additional information about communication between Articulate 360 apps and services when investigating an issue. Here’s how:

1. Open diagnostics.
2. Go to the Logs tab, then click Options.
3. Under Enable Detailed API Logging, select the features or API endpoints you want to inspect. For example, if you can’t access characters from Content Library 360, select Content Library 360 Characters.
4. Depending on where you opened diagnostics:
   • Storyline 360: Click OK.
   • Articulate 360 desktop app: Click Done, then click Yes when prompted to restart the desktop service process in the background.
5. Reproduce the issue you’re investigating. For example, try to insert a character in Storyline 360. Articulate 360 records details about the requests and responses as you reproduce the issue.
6. Export your log files:
   • Storyline 360: Reopen diagnostics, then go to Logs > Options and click Export Logs.
   • Articulate 360 desktop app: Export your log files as described in the Export Log Files for Articulate Support section.

Detailed logging can use more computer resources, so it’ll automatically turn off the next time you restart your computer if you forget to disable it. You can also click the Delete Logs button to clear your logs when you’re done.

Data sent to or from an API endpoint can contain personal information, such as your name or Articulate ID (email address), which is sent securely over HTTPS. Learn what’s included with your log files and what we do with the data. 

Turn On Comprehensive Network Logging

Use comprehensive network logging to capture additional information when troubleshooting a difficult network issue. Here’s how:

1. Open diagnostics.
2. Go to the Logs tab, then click Options.
3. Mark the System Network Logging box. Then, depending on where you opened diagnostics
   • Storyline 360: Click OK.
   • Articulate 360 desktop app: Click Done.
4. Reproduce the issue you’re investigating. For example, if you can’t sign in while connected to your VPN, connect to the VPN and try signing in again. As you connect, Articulate 360 records details about your service requests.
5. Export your log files:
   • Storyline 360: Reopen diagnostics, then go to Logs > Options and click Export Logs.
   • Articulate 360 desktop app: Export your log files as described in the Export Log Files for Articulate Support section.

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. You can also click the Delete Logs button to clear your logs when you’re done.

Export Log Files for Articulate Support

We may ask you to send us the Articulate log files from your computer to investigate an issue. Here’s how to collect them:

1. Open diagnostics.
2. Go to the Logs tab, then click Export Logs.
3. It may take a minute to collect the log files. When it’s finished, you’ll see a notification that the logs have been saved to a file named Articulate-Logs.zip on your desktop.
4. If you opened diagnostics from the desktop app, click Done to close diagnostics.
5. Send the Articulate-Logs.zip file to our Support team or upload it here. We’ll review your logs and let you know what we find.

Delete Articulate 360 Logs

Quickly purge Articulate 360 logs from your computer to declutter. Here’s how:

1. Close Storyline 360, Studio 360, Replay 360, and Peek 360 before deleting your Articulate 360 logs to ensure that the log files aren’t locked by other processes.
2. Open diagnostics.
3. Go to the Logs tab, then click Options.
4. Click Delete Logs in the lower-left corner and select Yes to permanently remove the log files.

Clear Cache When Advised by Articulate Support

We may ask you to clear your app cache to troubleshoot issues with Storyline 360 or the Articulate 360 desktop app. We suggest only using this option when recommended. Here’s how:

1. When investigating Storyline 360 issues, close Storyline 360 before clearing your cache. Otherwise, skip to step 2.
2. Open diagnostics.
3. Go to the Cache tab, then click Clear Cache.
4. Click Yes to confirm your request. It may take a minute for the cache to clear. When it’s finished, you’ll see a notification that the app data has been deleted from your computer.