Forum Discussion
Changing Data Centre from US to EU
Dear Community/Support Team,
I need adivce. My subscription is expiring in a few weeks, and I would like to renew it. However, I need to change my data center from the US to the EU (we are based in the EU, yet for some reason, our account is allocated to the US data center) as I’m experiencing issues sharing files with external partners.
Could you please clarify the process for making this change? I was informed that one option is to let the account expire and start a new one, but I’m concerned about what will happen to my Rise files and other content.
I’d really appreciate your guidance on the best way to proceed.
Thank you in advance for your help.
18 Replies
Hi, StefanosVagenas!
I see you've connected with my teammate, John, in a support case. That was a great call! We'll continue the conversation there to discuss your subscription.
Hi KellyAuner many thanks for your message but I haven't received an answer to my support case. Could you please help me?
Hi StefanosVagenas,
I'm happy to help!
It looks like John replied to you on March 17th and forwarded that message again on March 28th. Have you checked your spam/junk folder? The emails have been sent to stefanos@read-lab.eu. Please let us know if there is a different email to use.
In the meantime, I'll share John's response in case it also helps others!
When your subscription expires, and you wish to buy a new one, you'll have the option to choose which data center to be on. However, we don't support data transfers between regional data centers. If your subscription is hosted in the US data center, you can’t transfer your old data to the EU data center or vice versa. If you're interested in purchasing a subscription to the EU data center, we'll have our sales team assist you in the process!
Hello, sorry to jump on an existing thread but how are articulate advising international companies, using external learning designers located globally to manage this?
Also, as the EU data centre is newer, I would hope articulate have identified a method for migrating US Data centre accounts that were placed in this centre by default historically over to the EU centres without losing data?
Many thanks for your answer and our help. We'll decide how to move forward and contact the sales team.
A solution from Articulate would be greatly appreciated, as most of our clients and our team are based in the EU and collaboration is currently challenging.
Hi Seitwerk!
Thanks for taking the time to share the feedback!
I see that you've also been working with my teammate Christian through a support case. I understand how the inability to collaborate across regional data centers can feel limiting and slow down your workflow.
We are tracking a feature request to enhance this functionality, and I've included your voice in the report. We'll be sure to update you if we make any changes!
StevenBenassi : I understand that EU regulations restrict sharing between EU data centers and other data centers.
A potential workaround would be if we could export (not publish) a Rise course into some sort of encrypted file. That file could then be transferred via other, allowable methods—even simply mailing a copy on a flash drive. Then it could be imported into an account in another region.
I think I already did a feature request about this. Given the number of discussions asking about the need to transfer between the US and EU, I believe Articulate should prioritize this option.
StevenBenassi Same issue here. We are based in Europe and previously held our licenses through a local EU vendor. Upon renewing directly with Articulate, I selected the EU server, but was surprised to find that my existing Rise content was hosted on a US server and was not transferred.
I have already opened a support case, but it would be very helpful if Articulate could resolve this issue.
Best regards,
Hello NoamanAgoufai,
Thanks for sharing your experience with us. I see you're working with my colleague, Gisbell, in your case. You're in excellent hands! I've also shared your insight with the product team. We'll be sure to share any future updates in this thread so everyone is aware of any changes.
We would appreciate a solution on this too.
What are Articulate going to do about UK organisations that want to have their data centre set as EU and not the US? Without losing all of the amazing material that our designers have developed.
Can we be updated on whether a data migration will be completed or if there is a manual way to do this?Hello ElishaGraham-ad,
While we don't have any updates to share on a data migration or workaround, I understand and appreciate you reaching out! I've shared your feedback with our product team and made sure to share that this is important to your workflow when working with your designers. We'll share future updates in this thread, so everyone is aware of any changes.
I also have this same issue we have two licenses one in US with lots of Rise courses authored in it that we would like to move to the EU data centre so we can work colaboratively but dont want to lose all the courses we have authored in the US based license. Our EU licesnse cannot work do any of the Team authoring due to the different data centres we dontwant to move that one to the US as it would also lose the content created in that account plus as a UK based org our DPO wants the data centres in the EU or UK where possible.
