Forum Discussion
Image upload error in RISE
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, Dan
Purpose 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.
Thanks so much Eric. Between Windows 11 security and a recent router upgrade, I've been able to get it going with your guidance :-)
That’s great to hear, thanks for the update, dpjglass!
Glad to know you were able to get things working, especially with those security and network changes in play.
