Lost Comments in Review

I have a client who tells me they lost comments yesterday, testing I didn't see a problem, they have used it before, I believe that it did happen and wasn't user error, thank fully it was only 8 comments.

we lost a load of comments... how do we get them back?

Hi Agnieszka, 

I saw you also sent in a Support case and that Michael was touching base with our team to look into those comments. Do you know approximately when the reviewers commented? 

Mamie and Phil,

Does it seem that you only lost comments recently or on a particular course? I don't see any Review status issues from last week on our Articulate Status page but, we could look into your individual courses if you can connect with our Support Engineers. We'll want to know 1) Your Articulate ID which published courses, 2) The course title, 3) the emails of any Reviewers who may have added comments, 4) if you have a general time period of when they added comments.

Let me know if you need anything else, and I'll also share this with the rest of my team to look into any broader issues on our end. 

Hi all,

Thanks for your patience while our team looked into this issue. They were able to look specifically into Agnieszka's courses through her Support case and determined that there was a connection error from the user to our server at the time of posting. That's why the comments disappeared entirely. 

A browser refresh should fix the connection because it forces it to reconnect and re-initialize, and our team is looking into how we can better message this to reviewers in case it happens again.

In Agnieszka's case where we had some general timeframes to look for comments (thanks for sharing those with Michael!), the team was able to pull the comments and add them back in. They will be missing the screenshot, as that was not captured as a part of our error logging.

I had a set of comments disappear at some point when I published revisions to the same course. Later comments were retained; others not. 

No, not resolved. 

Has anyone gotten a solid fix for this?  My boss has been reviewing courses and her comments disappear... obviously frustrating for her. Is there a way I can fix this?  What is the root of the problems?

Hi, Janet. That does sound frustrating; I'm happy to help you and your boss get to the bottom of this!

I've opened a case for us to have a closer look at what's happening in Review 360. Look out for an email from support@articulate.com–and since you have Articulate 360 for Teams, you'll get priority support!

Hi, adding my comment here as well as on another thread. We are having the same issue with Review--comments are disapearing after we type them. 

Any suggestions for a short-term fix?

Hello Anne,

Thanks for taking the time to share what's going on! 

Have you had a chance to try the steps Alyssa shared in this discussion?

If the comments are not there, would you be willing to share the Review 360 URL with us privately? You can use this link. We'll dig in and let you what we find!