SCORM Rise course not loading

Hi - we're having the exact same issue through our LMS Fuse. I will raise a ticket, but it would be good to prioritise this as an overall fix - as it's obviously affecting a lot of users.

Hi Safa,

Thanks for sending over the exported Rise courses to Lea. She's taking a look into those files now, and you'll hear back from her as soon as she's done testing!

Thanks Alyssa - the issue is back again with an important module so I just sent over the exported package.

My guess would be that the developers need to update the code that initialises the SCORM course so that if it does not recognise the location/resume data passed through it catches the error and treats the user as starting again - rather than just erroring in the background and stopping any content loading.

Reporting similar issues here with Totara/Moodle LMS.  Our first activity built in RISE.  Internal testing found it worked well, but we've been getting a ton of reports that users get a "black screen" and the content never loads.  I'll be submitting at support ticket but chiming in here as well to keep track of this thread and let you all know it does seem to be happening to lots of people. 

Thanks for opening a support case, Matthew! I see you're already working with Gren to get this resolved. I'll follow along with your case, as well. 

Has anything changed in regard to this? 

We had the issue with a couple of courses several months ago, which we fixed by clearing results, but it has happened again over this weekend with a new course. 

Has anything been changed in Rise to prevent this, or are we stuck with an issue that hits at random and then having to reset results for users that my be a significant way through a course when it happens?

Hi Helen! Tell me more about what you're seeing. Are learners hitting a blank page when opening the Rise 360 course in your learning management system (LMS)?

If so, did you recently update and re-upload the content to your LMS?

Hi Alyssa. How are you?

Yes, that's exactly it. It's a new course, there were a couple of minor changes to make so it was updated. And now some users are getting a blank page. Others have no problem.

Thanks for verifying that, Helen! I have a few more questions for you:

• What is the scope of your edits to your existing course? For example, are you adding new lessons and content? Are you simply editing text and media? Are you changing the completion or reporting details?
• How did you upload the new version to your LMS? Does your LMS have an option to update an existing course?
• When you uploaded the new version, did you have the option in your LMS to clear the existing suspend data for users who have already started the last version of the course? If so, did you clear it?
• What LMS do you use?