Forum Discussion
Review 360 Not Saving Comments
Hello,
A reviewer for one of my courses informed me that his feedback did not save in Review 360. So far, two of the reviewers I invited have been able to leave feedback. I reached out to the others to see if they have experienced any issues. What are some common reasons for this to occur and some workarounds/solutions? The person who encountered the problem can access the course. Thanks!
John
2 Replies
Hey JohnFreiberger​,
Sorry that you and your team are having trouble with disappearing comments in Review 360.
Can you confirm if your affected reviewer saw any error messages when they tried to post a comment? Or whether it appears to submit normally but never shows up?
One possible cause is that the reviewer was no longer actively connected to Articulate services at the time the comment was submitted. For example, if a Review 360 tab remains open and idle for an extended period, the session may expire in the background even though the page appears active. If that happens, any comments added afterward may not be saved successfully. If you didn't receive a notification for the comment and it doesn't appear when you enable Show Resolved Comments, it's likely their comment wasn't saved and unfortunately it can't be recovered.
To help prevent this, we recommend refreshing the Review 360 page before adding new comments. Especially if the browser tab has been idle for a while. Doing so re-establishes the connection to our services and helps ensure that new comments are saved successfully.
That said, our teams are actively monitoring this issue and exploring ways to reduce the likelihood of it occurring in the future.
We've run into similar behavior before. One thing I'd check is whether the issue happens across different browsers and whether reviewers are logged in or using guest links. If the comments disappear for multiple users, it seems more likely to be a service-side issue than a browser problem. It may also be worth opening a support case and sharing the affected Review 360 link so the team can investigate the specific item.
