Screenshots do not post with comments in Review 360

Hi Kayleigh,

I'm happy to help you solve this mystery! First, let me gather a few more key details from you. 

• Are you on the latest update of Storyline 360? To check, click the Help tab, then click About Storyline. You should see 3.26.18364.0 in the bottom-right corner. 
• What web browser were you using to view the course in Review 360 and make comments?
• Do the slides with missing screenshots have videos on them?

Thanks for the additional information, Kayleigh.

You mentioned that the issue happened a few weeks ago.

We did have an issue specific to Storyline 360 and screenshots not displaying in Review 360 as expected.

This has been corrected in the latest update to Storyline 360.

Be sure that the content has been published to Review 360 with the latest update and let us know if you're still running into an issue when commenting.

Hi everyone,

We have the same problem with a member of our team. We develop e-learnings in Rise 360 and use the Review 360. All comments coming from him are without screenshots. We used Chrome and tried Edge with the same result. Attached is a screenshot from Review 360 where you can see a comment with the correct thumbnail and the other one just like simple text input.

Thank you for your support.

Hi Carmen, 

I did a quick test right now to see if I can replicate the behavior your colleague is encountering but I was unable to do so. 

Please ask the affected user to try clearing their browser's cache to see if this helps. If the issue persists, have the user make a test comment in this sample review link so I can see if the issue can be replicated on any published project file:

https://360.articulate.com/review/content/87d75c65-3eb5-4f62-a9e9-12e21f62c46b/review

Hi Carmen, 

Thank you for testing. I can indeed see some feedback from both you and Ranj Karim. I'd like to ask a few questions to help clarify the behavior your colleague is encountering: 

• Are they able to replicate the behavior using any browser? 
• Do they have all available browser updates installed?
• Does the still issue happen after all browser extensions are disabled? 

Hi Joe,

I can confirm that we could replicate this behaviour with the other installed browser. The browser are updated, same version as mine. We only need to try with disabled extensions.

I'll keep you posted.

Hi Carmen,

Thank you for providing us with that additional information! We'll keep an eye out for your response after testing with browser extensions disabled.

Hi specialists, is there something new or an explanation about this? We have the same issue here. Within the Review of a Rise course, comments from some users are shown with thumbnail, from other users they are shown without thumbnails. Same browser setup. Checked it with several browsers on the same course. Even with a Safari browser on an iPad the thumbnails are shown.

It always happens ins Rise, that is updated anytime.

Hope something new came up how to fix this.

Wish you a great E-Learning-day.

Hi Ralf,

Thanks for reaching out about this! I understand thumbnails aren't showing up for all users in the comments section of Rise 360. I’m happy to work with you to figure out this is happening! I have a few follow-up questions regarding your browser so I can understand what you are experiencing a little better.

1. Are you still missing the thumbnails after you clear the browser's cache?
2. Are you using the latest version of your browser?
3. Can you try to use your browser's incognito mode? This will rule out the possibility of browser extensions causing the issue.

I hope this helps and I look forward to your response!