Forum Discussion

EmmaPawson-d4e9's avatar
EmmaPawson-d4e9
Community Member
5 months ago

Cannot publish Rise to PDF

Hi all I'm having difficulties publishing to PDF, I've tried mutliple courses in multiple browsers over multiple days and still no luck. I can't see any known outages/tickets. Any ideas/support welcome.

rise 360

5 Replies

  • EmmaPawson-d4e9's avatar
    EmmaPawson-d4e9
    Community Member
    5 months ago

    It spins and spins for ages and then I get a 'something went wrong' error message (see screenshot)

     

     

    • StevenBenassi's avatar
      StevenBenassi
      Staff
      5 months ago

      Hi EmmaPawson-d4e9​!

      Sorry to hear that you're having trouble publishing from Rise 360 to PDF!

      Checking our status page, I'm not seeing any downtime reported. Also, I was able to successfully publish a Rise 360 course to PDF, when testing on my end. Not to worry! I have some follow-up questions to help us troubleshoot this further:

      • Are you able to publish to other formats such as Review 360, or LMS?
      • Have you tried clearing your browser's cache, or using an incognito browser window to see if that improves the issue?
      • Does switching your internet connection to a different network (e.g. mobile hotspot) help?
      • Are you connected to a VPN, or do you have any browser extensions installed that could be getting in the way?

       

      Looking forward to hearing from you!

  • EmmaPawson-d4e9's avatar
    EmmaPawson-d4e9
    Community Member
    5 months ago

    Hi Steven,

    I can confirm I have completed all of these steps and still can't publish to PDF, however, I've successfully published to review360 and LMS.

    I don't have a VPN but I do have extensions, however, I've tried a second chrome browser (incognito and safari) without these exentions and still no luck. 

    Thanks,

    Emma

    • KellyAuner's avatar
      KellyAuner
      Staff
      5 months ago

      Hi, EmmaPawson-d4e9!

      I'm happy to jump in and assist you. Thanks for providing these additional details to help us better understand what's going on. I see you mentioned this error message occurs when attempting to publish multiple different files for PDF. Are there any commonalities between these courses?

      Our team is tracking a possible software bug where an error message appears when a course has a large number of lessons, and is published for PDF. As a workaround, you can try splitting the course into smaller sections, and publish each of those sections separately to PDF.

      Lastly, if you're comfortable sharing a copy of your course with our team, we'd be happy to take a closer look and see if this issue could be related. We'll delete all files from our system once troubleshooting is complete!