Forum Discussion
Safari not loading Rise course - Display "A problem repeatedly occurred"
Hi XinruY,
Sorry to hear that some of your Brightspace learners are unable to load a Rise course on Safari.
If the Rise output were fundamentally broken, you'd typically see broader impact across multiple browsers and users. However, we are tracking a bug that prevents Rise LMS packages from loading on iPhones running iOS 17.0. This bug is specifically related to the software/hardware that's being used. Not the Safari browser itself. Can you confirm if those few affected users are seeing this behavior on iPhones with iOS 17.0 installed?
To rule out any LMS-specific issues, have you tested the course in a neutral environment to see if it loads there? We use SCORM Cloud as our baseline for testing LMS output. You can sign up for a free account and use Safari to see if the course loads within SCORM Cloud. If it does, I suggest reaching out to your LMS administrator to see if something else could be getting in the way.
If the course also fails to load through SCORM Cloud on Safari, it's possible that those learners may have browser extensions/content blockers installed. If so, please ask them to disable all extensions, then test the playback again.
However, if the course completely fails to load in any instance of SCORM Cloud, please connect with our team through a support case. We're happy to take a closer look at the Rise course and test it on our end.
Let us know how it goes!
Hi XinruY,
Sorry to hear that some of your Brightspace learners are unable to load a Rise course on Safari.
If the Rise output were fundamentally broken, you'd typically see broader impact across multiple browsers and users. However, we are tracking a bug that prevents Rise LMS packages from loading on iPhones running iOS 17.0. This bug is specifically related to the software/hardware that's being used. Not the Safari browser itself. Can you confirm if those few affected users are seeing this behavior on iPhones with iOS 17.0 installed?
To rule out any LMS-specific issues, have you tested the course in a neutral environment to see if it loads there? We use SCORM Cloud as our baseline for testing LMS output. You can sign up for a free account and use Safari to see if the course loads within SCORM Cloud. If it does, I suggest reaching out to your LMS administrator to see if something else could be getting in the way.
If the course also fails to load through SCORM Cloud on Safari, it's possible that those learners may have browser extensions/content blockers installed. If so, please ask them to disable all extensions, then test the playback again.
However, if the course completely fails to load in any instance of SCORM Cloud, please connect with our team through a support case. We're happy to take a closer look at the Rise course and test it on our end.
Let us know how it goes!
Thank you Steven for sharing the information about the iPhone iOS 17.0 bug!
Based on the screenshots, it looks like the users who encountered this issue were accessing the module on their laptops (Mac). They were able to complete the module after following the general guidance to use a private window or switch browsers.
I have completed 2 tests on our LMS with Safari on Iphone (IOS 26.5) with Prevent Cross-Site Tracking feature On (private window, reguar window) and have been able to load the course without an issue. At the moment i don't have a list of extensions/content blockers that may have caused the issue for testing.
Thanks again for your help, and many thanks to everyone in the community who contributed to this discussion!
Hello XinruY,
Thanks for sharing your testing results and for circling back with an update!
It's helpful to know the affected users were on Mac laptops and could access the course after using a private window or switching browsers. Glad that you were able to access the course with no issues.
Feel free to reach out with any future questions or discoveries! We're happy to assist!
