Forum Discussion
SME unable to properly view module in Review
My SME is not able to view the Rise module I have developed in Review. All other SME's can view the module via the review link except this one person. The same thing happened previously with this same SME when we were working together on a different project. Again, the module was able to be viewed by everyone else that I supplied the link to.
The SME is working from a laptop and I have asked her to try other browsers but to no avail.
I have attached a screenshot of what she can see: a history of the versions I have put in Review, plus a small window with a preview of the module, which is unable to be expanded.
I have double checked the settings which are set to "anyone with the link can view" and "allow users without Articulate IDs to comment".
I would greatly appreciate any help to fix this problem!
Hi LisaHarris-e708,
This screenshot is super helpful, and SamHill shared some great suggestions.
Your SME might also want to check that these network endpoints are enabled. They must be accessible on port 443 for Articulate 360 apps and services to work properly. If these troubleshooting steps don't resolve the issue, please feel free to reach out here or privately in a support case so we can help get this resolved as soon as possible!
Thanks KellyAuner
Others working on the same company network, on the same day, at similar time, are able to successfully access the links. The issue seems to be associated only with this one person's computer.
Hi LisaHarris-e708 are you able to ask the use to complete an internet speed test. It looks like the page has not fully loaded and is missing the stylesheet and possibly other files. This could be because the SMEs internet speed is not good.
Is it possible that the SME is on a corporate network that is blocking access too? If the behaviour is consistent between browsers, it does suggest that there is something wrong with the request to the webserver for the files and that they are loading very slowly or being blocked from loading.
Thanks SamHill
I will see if the SME can perform a speed test.
Regarding the issues with the network. The SME has attempted to access the modules from two different company sites with no luck. Interestingly, others at those sites, working on the same network, on the same day, at similar time, are able to successfully access the links. The issue seems to be associated only with this one person's computer.
This is good information for the Articulate support team "Interestingly, others at those sites, working on the same network, on the same day, at similar time, are able to successfully access the links", as it does point to something on that users system that is causing the issue (anti-virus/firewall software maybe).
I would recommend escalating to Articulate support as they may have some specific things that they can suggest looking into. It will likely need to be resolved one-on-one with the user who is experiencing the issues too.
Has it been escalated to internal IT support at all. It would be worth a go since the issue is isolated to one user. It does suggest that it can be corrected.
