Forum Discussion
Error when attempting to send a Rise course
I get the following error when attempting to send a Rise course:
Failed to send copies to the following emails, please ensure that they have valid accounts in your regional data center: (name@domain.ie)
Any idea what is happening? I'm in the UK and the client is in Ireland.
John
Hi JohnCurran,
Great to see that Phil has been helping you!
I'm sorry to hear that you're having trouble sending Rise course copies to another Articulate ID. As Phil shared, transferring data between regional data centers is currently not supported. I understand the confusion, as you are physically based in the UK, however your Articulate account is stored on US servers. Checking the Articulate ID of the colleague you shared (Caitlin@asiam.ie), I can confirm they are based in our EU data center.
We've been tracking how this limitation affects our users, and I've shared your feedback directly with our product team. We'll be sure to notify you if we release a future update that helps.
11 Replies
I suspect it is worse than that, you are on different data centres one in the US one in the EU and the two cannot share courses. I would raise a support case but I am unsure there is a fix.
Thanks Phil!
Hi JohnCurran,
Great to see that Phil has been helping you!
I'm sorry to hear that you're having trouble sending Rise course copies to another Articulate ID. As Phil shared, transferring data between regional data centers is currently not supported. I understand the confusion, as you are physically based in the UK, however your Articulate account is stored on US servers. Checking the Articulate ID of the colleague you shared (Caitlin@asiam.ie), I can confirm they are based in our EU data center.
We've been tracking how this limitation affects our users, and I've shared your feedback directly with our product team. We'll be sure to notify you if we release a future update that helps.
Steven,
Many thanks for that update. I've shared projects before but maybe with others using a US data centre. I guess I could move my account to an EU data centre if I needed to?
John
You're very welcome, JohnCurran
Unfortunately, users cannot switch regional data centers once a trial or paid subscription has started. The placement only occurs during that initial sign-up process.
Please let me know if I can help with anything else!
Steven,
Surely there must be a way to share Rise projects between the UK and customers in the EU. There never used to be a problem. Is there a manual workaround? I assume the limitation is political and not technical.
Regards,
John
Hi JohnCurran! I can see why this feels confusing, especially if it seemed to work differently before.
Rise 360 uses separate regional data centers, and courses can only be shared within the same region. Right now, there isn’t a way to move content between regions.
This setup helps meet data privacy and residency requirements, especially in the EU, where content needs to stay in its assigned region.
LaurenDuvall In that case, why are UK accounts in the US region? We are, after all, in Europe, geographically if not politically. All my clients are in UK/EU...none are in the US. Can you provide clear guidance on where UK users' data is hosted please?
Hi JohnCurran,
Thanks for raising this, happy to clarify!
Data center placement isn’t based on a user’s physical location. Instead, it’s determined by the region selected when the subscription was first created, either U.S. or EU.
That’s why UK-based users can still have subscriptions in the U.S. data center, depending on what was selected during sign-up or purchase.
If you’re ever unsure which data center your account is in, you can check the URL after signing in. If it includes “eu” (for example, rise.eu.articulate.com), you’re in the EU data center. If it doesn’t, you’re in the U.S.
For more details on how data centers and hosting work, you can check out this article.
I understand this can be limiting when working with clients across regions, and we’re continuing to track feedback around this.
I was never asked when I first signed-up (probably because it was US only at the time) or made aware of this limitation subsequently, so it will be an issue for many UK users.
Please keep me updated on feedback and/or potential workarounds.
