Forum Discussion
Image upload error in RISE
Hello, I'm getting an error when trying to upload an image (see attached).
I've tried all of the below:
- The image size is well under 5GB
- Title has been shortened with no special characters
- Tried to load from my desktop and not a local file
- Browser history cleared
- Tried in multiple browsers
- Tried to upload in multiple different RISE products
- Computer restart multiple times
Can you please assist.
Cheers
8 Replies
Hi JustinMiller-06 if this issue continues next time you try. Please try some different images and see if they work. If all continue to fail, get in touch with Articulate support. Also, check your browser console if possible (F12) and check the network tab as well and look for any messages in red in both the console and network tab as they might be useful for working out what the issue is, such as "500 internal server error" etc.
Hey Sam,
I'm getting this error when uploading images or uploading a doc via the Attachment block
Chrome AI Assistance gave me this. See below. I get the same through Edge.
If you have any suggestions of a way around that would be great.
Thanks, DanPurpose of the Request
The purpose of this request is to download or preview a PowerPoint presentation file (.pptx) titled "XXX.pptx".
The file is hosted on an Amazon S3 bucket (articulate-us) and is being accessed via a pre-signed URL. These URLs are commonly used by the Articulate Rise learning platform to provide temporary, secure access to private assets stored in the cloud. The request includes several AWS security parameters (AWSAccessKeyId, Signature, and x-amz-security-token) to authenticate the download.
Issues & Troubleshooting
The request failed with the error: net::ERR_SSL_PROTOCOL_ERROR.
This indicates a failure during the SSL/TLS handshake between your browser and the Amazon S3 server. Potential causes include:
- Local Interception: A VPN, firewall, or antivirus software may be intercepting the connection and providing an invalid certificate.
- System Clock Mismatch: If your computer's date and time are significantly incorrect, SSL certificates will be flagged as invalid, preventing a secure connection.
- Browser/Extension Conflicts: Occasionally, browser extensions or an outdated browser version can interfere with modern cryptographic protocols.
Timing Analysis
- Duration: The request lasted 593 ms before failing.
- Stalled Time: The request was queued and started almost immediately (61.3s), suggesting there was no local resource contention or browser-side queuing delay.
- Failure Point: Since the error is an SSL protocol error, the connection was terminated during the initial handshake phase, before any actual file data could be transmitted.
Thanks for sharing those details, dpjglass.
Happy to chime in here, since you’re seeing this across both image uploads and attachments, and in multiple browsers, the SSL/TLS error you shared does point to something in the local environment interrupting the connection to the storage service Rise uses.
In cases like this, VPNs, firewalls, antivirus tools, or even a system clock mismatch can interfere with that secure handshake and cause uploads or downloads to fail before they even start.
If you haven’t already, it may be worth trying a different network or temporarily disabling any VPN or security layers to see if the behavior changes.
If it continues, reaching out to our support team would be the best next step so they can review logs and take a closer look with you.
Hi, JustinMiller-06!
My teammate, Woojin, sent you additional troubleshooting questions in your support case. We'll continue to help you out there!
Hello, thanks for your reply and support. I really appreciate it. This auto-fixed itself somehow for myself and a couple of my colleagues. Not sure why/how it happened but all is working fine now for us. Cheers, Justin
