Hi there, I have created a few RISE courses and uploaded them to our LMS (SuccessFactors) which works fine on a desktop, but is not working on mobile at all. The screen freezes and does not allow you to go forward. Anyone else have this problem? Please help!

we have SuccessFactors and use the mobile app. there is a lot of diversity in this email string about what the problems are, which I believe is not Rise specific. We never had a problem with Rise in SuccessFactors or the mobile app. The only remaining problem we've had is also not specific to Rise courses, because we develop in Rise, Presenter, and Storyline, and have courses that other bottlers shared that use captivate, and all of them have the same problem in the mobile app, which is specific to the EXIT buttons, and EXIT course triggers. all work in browsers, but none work in mobile app. this is a SuccessFactors issue as they have not given attention to LEARNING within the mobile app in over a year. The error message that Peter showed months ago, we experienced in SuccessFactors. Regardless of either browser or mobile app, that media format black screen appeared when the courses were created in captivate and either embedded a video developed in FLash or linked to a video developed in FLash, even when they published with Flash support. Most of our users are using mobile devices, but not the mobile app and the rest are using Windows 10 with Edge. However, these same flash video contents did not work in Chrome either - and most of our desktops do not have chrome installed. WE as a newer bottler with newer devices, only publish in HTML5 and abandoned flash development and flash support. The mobile app will still work for all our Rise and Storyline courses, even those with video in mp4 format. However, the androids do not have a good experience as iOS and you can clearly see from KBAs that there is more attention given from SuccessFactors Learning and much of it's functionality on iOS devices. so for us, to get around the exit buttons/triggers, we simply have to make sure the complete course trigger works, and explain to them on the last slide that they'll get credit in the mobile app as long as they don't close out the window too soon.

Hi everyone, I've been advised by our SuccessFactors in-house admin that if we want SAP/Success Factors to work on a problem it needs to be identified in their own SuccessFactors Community page. Then it needs to have at least 10 votes from different organisations for them to actually work on the problem. I am getting our admin to check in the community page to see if this EXIT button has been identified and if it is will update this discussion with the link for voting to start.

no, not at this time. we do not allow completion upon launch; we control the player within storyline so that they can't exit and receive credit, especially in the case of compliancy this is not an option. also we do not allow for offline player.

Hi Ashley The steps from Michael didn't resolve the problem with Rise. What we have tested is that the SCORM package works on IE11 and shows completion in Success Factors but the SCORM package doesn't work on the SF mobile app. We have got the AICC version working on the SF mobile app but the AICC format still doesn't work on IE11 - is there a fix for the AICC version on desktops yet? The only solution at this stage would be to push out both SCORM and AICC versions to users (very messy) and substitute completion of one package for the other depending on what device they complete it on. Any other suggestions greatly received :) Thanks Ann-Marie

Hi Cheryl, Peter and Ann-Marie, I'm sorry you're all still running into this issue - it's something our team is still taking a look at, but since SuccessFactors is using a custom mobile app that's causing some roadblocks to our testing and determining a fix. We also know that IE11 + AICC + SuccessFactors + Rise is also causing headaches if you were to ask users to not use the mobile app, but use the desktop browsers instead. We'll let you know here once we have more information on either of these issues!

RISE on SuccessFactors Mobile | Articulate

51 Replies

AshleyT-Pollard
Staff
9 years ago
Hi Amber,

Sorry to hear things aren't working on your mobile device as you'd expect, but I can help!

Are you viewing the HTML5 output in a browser (such as Safari or Chrome) or is SuccessFactors launching the content in their mobile app? The SuccessFactors mobile app is something I'd have to defer to their Support team for, as it's not something we can support.

If the HTML5 output is not working - can you share what device and OS you're using? Please also share a link to the Rise course here with us so we can test it! If you need to share that privately, our Support Engineers are happy to take a look!
AmberWalters
Community Member
9 years ago
Thank you for your reply Ashley.

We will be contacting SF support, however I believe that we have found a solve. We were able to have RISE launch on our SF app by exporting it as a AICC format instead of SCORM and it seems to be working. :-)
AshleyT-Pollard
Staff
9 years ago
Oh, such a good find Amber! Thanks for coming back to update us. I know folks ask about the SF mobile app so that'll be a good troubleshooting tip to share. 😁
Ann-Marie
Community Member
9 years ago
Hi Amber

We have just figured the AICC format out with the SF App but the AICC format doesn't work on the desktop, it just brings up an error. Have you managed to get AICC working on both platforms?

Also, the Rise package isn't resuming on the LMS when it should, any suggestions?

Thanks

Ann-Marie
- AmberWalters
  Community Member
  9 years ago
  Hi Ann Marie,
  
  Yeah, we are having the same problem. We had to stop using RISE as an authoring tool because when we used the AICC we could not launch the training in SF on Internet Explorer (it worked in all other options). When we use RISE as a SCORM it works on multiple desktop sites but not on mobile. Guess our company will just have to wait until this gets fixed to use RISE as one of our solutions.
AshleyT-Pollard
Staff
9 years ago
Hi Ann-Marie,

What browser are you viewing it on Desktop? I know we have an issue reported to our team for IE11, AICC and Rise with Success Factors.

I’ll let you know as soon as we have an update on this issue. If you're using another browser, please let me know!
Ann-Marie
Community Member
9 years ago
Hi Ashley

Yes you are correct, we are using IE11.

We can't get into Success Factors My Learning on Chrome to even test it out. Is there anytime timeframe for the fix to Rise?

Has anyone else reported the problem with the resume not resuming on LMS/Success Factors/Rise?

Thanks
AshleyT-Pollard
Staff
9 years ago
Hi Ann-Marie,

I haven't heard of an issue with resuming in SuccessFactors/Rise - did you also test in SCORM Cloud? If you'd like I'm happy to help with that, or you can follow the steps here.

For the other error regarding AICC, I don't have an ETA for this fix. I'll share here as soon as I've got an update!
LeslieMcKerchie
Staff
9 years ago
Hi Amber! Thank you for popping in to share your experience with the community.

I just wanted to let you know that your email signature came through when you replied via email. You can remove that if needed and here’s a quick Peek video if you need help.
AshleyT-Pollard
Staff
9 years ago
Hi Amber,

First, looks like your email signature came through when you replied via email! No worries, this Peek video will show you how to remove it.

For Rise/IE11/AICC it's a bug that we have with our team, so I will definitely keep you posted.

For the Rise set up with SuccessFactors on mobile, what didn't work? We have a report on the vertical scrolling not working as expected in their mobile app. Our team is reaching out to SuccessFactors to get access to that app for more testing.
Ann-Marie
Community Member
9 years ago
Hi Ashley

Rise when published as SCORM 1.2 doesn't work on SF app on mobile. The app loads the course and then doesn't let you scroll down the page, it locks it at the first screen. So it is great that your team is trying to get SF to help. It will be great to hear how that goes as we have over 11,000 mobile phones in our organisation and we are wanting to use Rise in our development.

Thanks :)
- MichaelBauer
  Community Member
  9 years ago
  Hi Ann-Marie and Ashley
  
  I have a Rise course on the SF app that tracks progress and completion, and these settings, after much trial and error, work for me
  
  Rise settings, Export screen
  
  1. In the LMS dropdown, select SCORM 1.2
  2. In the Tracking section, select how you want to track course completion – via percentage or quiz result
  3. In the Reporting dropdown, select Passed/Incomplete
  4. In the Exit Course Link option, drag button to On of Off
  5. At the top of the screen, click Export
  
  SF settings, Item, once content has been imported
  
  1. In the Related section, click Online Content
  2. Click the course name
  3. In the Edit Content Object pop-up, untick Mark the object complete when launched
  4. Tick Record learning event when content passed
  5. Untick Record learning event when content failed
  6. Click OK
  7. Next to Available for launch, click the Settings drop-down arrow
  8. Click Modify Settings
  9. In the Exit Settings and Status pop-up, tick Content is available for launch
  10. Tick Record learning event when all content is complete
  11. In the Completion Status drop-down, select PASS COMPLETE (has successfully completed)
  12. In the Failure Status drop-down, leave selection empty
  13. In the Failure Action drop-down, leave selection empty
  14. Tick Skip content structure page on launch
  15. Untick Available for Offline Player download
  16. Click OK
  17. Click Save
  
  I also my content ticked to be available for mobile, it may work without that however I have it turned on.
  
  Hope this helps!!!
  - AmberWalters
    Community Member
    9 years ago
    Hi Michael,
    
    We tried al of these settings, and while the course shows up on Mobile, it wil not allow us to scroll down. So frustrating… Any other tips?