Hello! I uploaded a video in Rise 360 that had closed captions created in Panopto, but there was no CC button on the video. I then uploaded a VTT file for it, and the CC button appeared but the captions did not when selected or deselected. I'm not sure which status is on/off. I added WEBVTT (per another discussion thread) to the beginning of the VTT file, but nothing changed. I then realized that I needed to have .en.vtt in the name, so I added that and reuploaded. Still no change. I've attached my VTT file if that helps. Thanks for any assistance!

Hi there, Eileen. Thanks for this detail. If you're following the steps in this article, and your captions still aren't appear, we'd love to help you out. Open a case with us by clicking here, and we can look at your video file and your captions, and we can recommend some next steps. Thank you!

Hello, I submitted a case. I forgot to mention that I used the share link and checked it out in Incognito mode. I still did not have CCs. Thanks, Eileen

Thanks for opening a support case, Eileen! I see you were able to find a solution that works for you. If you have any further questions, please don't hesitate to reach out!

Well, I found a workaround because closed captions isn't working within Rise. I'd really rather have the video work instead of having to host it elsewhere and then embed it in Rise. Is there an answer to this? Eileen

Hi Eileen! I was able to get your VTT file to work in Rise 360 by making a few adjustments: Delete the numeral above each time code (shown below in red) Replace the commas in each time code with a period (shown below in blue) After making those changes, the VTT file should look like this: The file I attached includes updates for the first 4 captions. Try uploading this to your Rise video and let me know if you can see the first 4 captions correctly. You'll want to continue those changes for the remaining captions in that file.

Rise Closed Captions Not Working | Articulate

39 Replies

Crystal-Horn
Staff
4 years ago
Hi there, Eileen. Thanks for this detail. If you're following the steps in this article, and your captions still aren't appear, we'd love to help you out.

Open a case with us by clicking here, and we can look at your video file and your captions, and we can recommend some next steps. Thank you!
- EileenFernandez
  Community Member
  4 years ago
  Hello,
  
  I submitted a case. I forgot to mention that I used the share link and checked it out in Incognito mode. I still did not have CCs.
  
  Thanks,
  Eileen
AlyssaGomez
Staff
4 years ago
Thanks for opening a support case, Eileen! I see you were able to find a solution that works for you. If you have any further questions, please don't hesitate to reach out!
- EileenFernandez
  Community Member
  4 years ago
  Well, I found a workaround because closed captions isn't working within Rise. I'd really rather have the video work instead of having to host it elsewhere and then embed it in Rise.
  
  Is there an answer to this?
  
  Eileen
AlyssaGomez
Staff
4 years ago
Hi Eileen!

I was able to get your VTT file to work in Rise 360 by making a few adjustments:

Delete the numeral above each time code (shown below in red)

Replace the commas in each time code with a period (shown below in blue)

After making those changes, the VTT file should look like this:

The file I attached includes updates for the first 4 captions. Try uploading this to your Rise video and let me know if you can see the first 4 captions correctly. You'll want to continue those changes for the remaining captions in that file.
closedcaptions.en.updated.vtt4 KB
- EileenFernandez
  Community Member
  4 years ago
  Thank you. I will.
- EricPeotto-87b9
  Community Member
  2 years ago
  Hi Alyssa,
  
  I'm having the same issue and I've followed your guide here and it still isn't working. Please advise. Example of original VTT and edited VTT attached.
  1.B_Introduction.vtt7 KB
  1.B.Edit._Introduction.vtt7 KB
  - LaurenConnelly
    Staff
    2 years ago
    Hi Eric!
    
    I see you reached out to our Support Engineers and worked with my teammate, Luiza! It seems like you've found the fix. Please don't hesitate to follow up if you encounter any other issues!
- RobynAurens
  Community Member
  20 days ago
  
  Alyssa Gomez
  
  Hi Eileen!
  
  I was able to get your VTT file to work in Rise 360 by making a few adjustments:
  
  Delete the numeral above each time code (shown below in red)
  
  Replace the commas in each time code with a period (shown below in blue)
  
  After making those changes, the VTT file should look like this:
  
  The file I attached includes updates for the first 4 captions. Try uploading this to your Rise video and let me know if you can see the first 4 captions correctly. You'll want to continue those changes for the remaining captions in that file.
  
  For anyone who is also stuck with getting a .VTT file to work in Rise. I had to also make sure the first line had "WEBVTT" and then format the file in the same manner as advised by Alyssa with removing the number at the start of each section and replacing the comma's with a period. It seems to be very picky with what it will and will not read in terms of the formatting in the content file.
  
  For example your time stamp is formatted as "00:00:02:18 - 00:00:05:06" it will not work and format seems it needs to be like this "00:00:02.720 --> 00:00:05.240". Using the same method as Samantha Raisor did with getting a .SRT file using SL to convert it to a .VTT and will format the time stamp to how Rise likes it to be in minus the extra formatting with the numbers and comma. (hopefully this makes sense for anyone who has struggled with it)
SamanthaRais103
Community Member
3 years ago
Hi! I am having the same issue. I originally exported my CC file as a .SRT and then converted it to a .VTT.

When I upload it, my CC still do not work. Can you please assist?
- LeaSAgato
  Staff
  3 years ago
  Hi Samantha, we'd love to help you with this issue. Would you mind sharing your video and cc file with us so we can troubleshoot and see what's happening? You can upload your files privately here. We'll review your files and update you on our findings directly.
  - SamanthaRais103
    Community Member
    3 years ago
    Hi! I figured out my issue, it was from initial exportation from Camtasia!
AlyssaGomez
Staff
3 years ago
Glad to hear that, Samantha! By the way, replying via email includes your signature with contact information in the public forum. Feel free to edit your reply here!
SamanthaRais103
Community Member
3 years ago
Thank you for the catch!
ReginaKirby-1a8
Community Member
3 years ago
Hello - I am having a similar issue as well with several videos included in a Rise course. The closed captioning icon (cc) does not always display when the videos are viewed within the Rise course that is published to our LMS. I created the videos in a third party app which does not include closed captioning. Therefore, I added the videos to a Storyline 360 slide, where I created the closed captioning (.vtt file). These Storyline files where then added into the Rise course. The cc icon works as expected when reviewing in Storyline and Rise. However, when I publish the Rise course into our LMS (SCORM 2004) the closed captioning icon randomly appears and disappears when viewing the videos. I did review the WEBVTT file (per Alyssa's instructions above) and see that the settings are correct per her tip (the number does not appear for each caption and there is a period, not a comma, in the time code). Also, this issue did not exist in previous versions of the Rise course.
- hazelB
  Staff
  3 years ago
  Hi Regina! So sorry to hear you're having trouble with the closes captions when your Rise course is published to your LMS. Would it be okay for you to share your Rise course and Storyline file with us so we can take a look at what's happening? You can upload your files privately here and one of our technical support engineers will be glad to assist you.
- ScottSand
  Community Member
  2 years ago
  I'm having the same problem with the CC showing sometimes and not other times. I checked the .vtt file and it has no commas or extra numbers that I can see.
  
  The CC button shows like it should but it only displays some and not others. I have looked at the raw .vtt file and cannot find any commonalities for why one line shows up and another line doesn't.
  
  How did you fix this? I don't want to give this to my boss and have it perform half the time.
AnairisPerez-94
Community Member
3 years ago
Hello everyone! Much like many of you, my company's IT team does not want us to use converters. This suggestion to use the Articulate captioning tool to export a VTT file was a clever solve, but unfortunately the VTT file that it generates still doesn't materialize in Rise 360 for me. Any troubleshooting tips for this?

I read here that a solve for this was to edit the VTT file directly and remove numbers and stamps on each line but my file has hundreds of lines and I'm looking for a process that will streamline this for our team.

Any insight from you all would be great!
AlyssaGomez
Staff
2 years ago
Hi Anairis! We'd love to help. Please send us a copy of your VTT file by opening a case, and we'll take a look and offer suggestions for next steps. We'll delete your file as soon as we're done troubleshooting!
NickShelton-036
Community Member
2 years ago
Same issue as @Anairis here. Can't use an online converter, the VTT from Storyline isn't working when we upload to Rise. We've published a Storyline block as a stop-gap and have opened a case.

I know VTT's are the preferred standard these days, but what about accepting other formats (SRT, etc) and/or ensuring captions exported from Storyline will work in Rise. I've done a few test exports from Storyline, as it's our captioning tool to create VTT's, but they're not working.

I'm running the 9.22.2022 update.