Forum Discussion
Comments Disappearing After Submission in Review 360
Hi,
I’m experiencing a problem with Review 360 where reviewers are posting comments, but these seem to disappear very quickly after being posted. While the reviewer believes they have submitted their review, I’m left with an empty review course. I’ve confirmed that this has happened with two different people on the same course. They have checked the review links, and the comments are also not showing up for them.
What makes it even stranger is that other people have been able to successfully post their comments on this course. For these comments, I’ve received notifications in my email, but I’m not notified about the disappearing ones.
I’ve already seen multiple threads regarding this issue on this forum, but no fix is mentioned anywhere. I’ve tried enabling resolved comments, turning comments off and on again, but to no avail.
- Review 360 - Feedback disappeared | Articulate - Community
- Review 360 comments missing | Articulate - Community
- Missing Feedback in Review 360 | Articulate - Community
- Comments in review link are not saved | Articulate - Community
At this moment, the unreliability of Review 360 means we cannot send courses out for review. Do you have any possible fixes?
Thanks!
29 Replies
Hi CasMaassen!
Sorry to hear that Review 360 comments are behaving so erratically for you and your team!
We have seen reports of similar behavior, and we're tracking this issue as a bug in Review 360. This bug causes some versions and comments on a Review 360 item to disappear.
I'd like to connect you with our support engineers so they can explore possible solutions with you. I've opened a support case on your behalf and they should be following up with you shortly!
This just happened to one of my reviewers, too!! It's extremely critical that this bug is fixed immediately!! I have a dozen reviewers on a mission-critical course that needs to launch soon under a tight deadline. Now I can't trust that I have all the feedback. Help!!!!
Hey, Kevin, did you open a ticket? Here's a quick link for you and anyone else having this problem, as it seems there are several of us: https://access.articulate.com/support/contact/360-teams
I opened a ticket on Wednesday, got a reply asking for more information that evening, supplied the information, and haven't heard back yet.
Thanks for posting over here, too: Review 360 - Feedback disappeared | Articulate - Community Looks like this is NOT a new bug for Review 360, as it happens repeatedly, which is weird, because, as you mention, it is kind of the point of the whole thing...
I have also had comments disappear on two occasions (two different courses, different SMEs) this week. It's caused quite a bit of confusion and wasted a lot of SME time. I've opened a ticket but the core feature of the product not working seems like a problem.
I experienced this issue as well! It's so frustrating. Luckily, we caught it early on. I was able to resolve it by sending them a review request directly from Review 360, instead of copying/pasting the review link in an email (which is what I have done for years but is somehow not working now).
Hello elearning-c493f,
Glad you were able to catch it early and find a workaround. Thanks for sharing what worked for you. Sending the review request directly from Review 360 is a helpful tip for anyone running into the same issue.
Appreciate you taking the time to post your experience here!
Our experience is a little different. We never lost comments, but sometimes they fail to show in Rise's Edit mode. Opening the Preview while in edit mode makes the comments reappear...
Hello CESSTechnopdago,
Thanks for reaching out! You should be able to click the comment icon in the upper-right corner to expand the Comments panel while authoring in Rise 360.
- Is this happening with one specific Rise course your team is working on or across multiple Rise 360 courses? It would be helpful to check if this issue happens in an incognito window as well.
I recommend that you double-check that you are running the latest version of our supported browsers for authoring.
If you're still having trouble viewing comments in Rise 360, we'd be happy to have our engineers take a closer look at a screen recording of this behavior in a support case.
Looking forward to hearing from you!
Let me jump on here. The experience is that a feedback giver would write everything down, press "post", the message will disappear, and it's like nothing happened. This is very frustrating for my participants. It's not something I can reproduce, but it's happened now multiple times. Once even to myself.
Hello JamesBarela-d4b,
I'm sorry to hear that you're experiencing this behavior as well. To be sure this behavior is related to this bug, I've opened a support case on your behalf. Our team will be in touch shortly via email to continue the conversation.
Hi Luciana,
If this is a known bug in the Review platform, when will Articulate broadcast to all users a list of "workarounds" while we wait for the bug to be fixed, and then confirmation that the bug has been finally fixed? To state the obvious: the core functionality of Review are the "reviews"! If the reviews don't work, then Review is useless. My stakeholders and SMEs have completely lost trust in the platform, and so have I. Trust is much harder to fix than a bug. And my credibility as an ID is wrapped up in the trust of the Review platform and other tools that I use. So, bugs like these are not just inconvenient, they're personal. I know Articulate has a team working on this, but please let us know when we can expect some relief. Thanks.
Just adding - we had a stakeholder report this problem. She cleared her cache and tried again - then it worked. Hope that helps resolve for some!
I'm also having the same issue. My reviewer spent a large part of yesterday morning leaving comments in my Review 360 link. I received no notifications and the draft is empty of comments. I connected with her today and she said that she did post several comments and saw the message that they would be sent to me, which makes me believe this was not a user error. She has used the system before. What is going on and when will you fix this bug? We are busy people with deadlines and we pay a lot of money for this tool.
Hi MelissaSpecht-d!
I'm sorry to hear that you and your team are also struggling with Review 360 comments!
I completely understand how frustrating it can feel to lose time and feedback, especially when working under tight deadlines. I see that you've already opened a support case that's been received by our support engineers. Great move! You're in excellent hands working one-on-one with them, and they should be connecting with you via e-mail shortly!
We can continue the conversation there to keep all information in one spot.
I've just added my own forum question, and after posting I found this. Just adding that this glitch is still happening. I now don't know if this is the first time we have experienced the feedback not being recorded, or if I have in fact missed comments previously.
I am not clear from other users experiences what I should do to try to resolve the issue, but now I have a project in limbo which should be ready for final approval before Christmas.
Hi KatePreston!
I just replied to your other post, here!
Hi - I had a reviewer face the same issue. Of all the comments they entered, I got the email for just one and that's the only one I see on Review 360. Is this bug resolved or does it still persist?
Hello elainend,
I'm sorry to hear that your reviewer is experiencing this behavior in Review 360. While this isn't currently logged as a bug, I've opened a support case on your behalf so we can investigate this further. We'll be in touch shortly via email!
I have experienced this for the 3rd time with now two different clients, on two different modules. I have submitted a support case.
Hello BethHowell-be1f,
Great call! I see that you're working with my colleague Nikko within your support case, and they've shared some initial troubleshooting steps with you. You're in excellent hands! We'll continue the conversation over in your case, so everything is in one spot.
