Articulate Review Comments Not Saving

Dec 13, 2016

In my first project using articulate review, I can make  a comment, but it doesn't save. I've looked through all of the tutorials and there is nothing said about saving or another step after entering a comment to make it save as feedback. Please help?

33 Replies
Ashley Terwilliger-Pollard

Hi Chris,

When I go to type a comment within Articulate Review I am able to click outside the comment field, and still see my text there but if I navigate away at that point the comment isn't saved. To get it to save, you'll want to press the enter/return key after completing your comment and then it'll appear. I did a quick Peek recording to show you what I'm seeing.  If you're seeing something different can you confirm you're using a supported browser as detailed here? 

Holly Doggett

Hi! I found this answer helpful yesterday when I was trying to comment, so thank you. Today, my colleague is trying to comment. He was able to enter comments on 2 different screens. On subsequent screens after he pressed enter, the comments began to disappear instead. He closed his browser and went in again, which remedied the issue. Have you heard of this happening?

Ashley Terwilliger-Pollard

Hi Holly, 

So when your colleague pressed the enter key the comment instead of posting immediately disappeared? Were there any other comments on that page visible? It could have been a slow loading of the page, and since the comments were there when he returned that does indicate that they were saved. Do you know what browser he was using or if anyone else experienced the same behavior? You'll want to confirm that everyone is using one of the browsers documented here.  Also, if you'd like us to take a look at the course in question we'd be happy to give it a test and see if there is anything else we can spot on our end. You can share a link to the Review course with me here or send it along to our Support Engineers here. 

Chris Cosgrove

Actually, when the comment disappears it is going to the "feedback file" to
view the saved comments you click on the "Feedback" link in the upper right
corner. I make sure now to tell reviewers to type the comment and press
enter immediately before moving on to another slide so the comment saves
with the appropriate slide.

Chris Cosgrove
Instructional Designer
303-898-4499 MST

Holly Doggett

Yes, it disappeared. Yes, he was replying to another comment on at least one of the pages. No, his comments were not there when he returned, but the functionality worked again as it should. I did send him the list of compatible browsers, yes. He was using Chrome. I think it's ok for now, but thank you for the offer! I'll just alert reviewers this could happen and that they must close out and restart. Thanks for your reply!

Ashley Terwilliger-Pollard

Ah sorry Holly - when you said it was remedied I thought you were sharing that the comments did appear on the revisit. Keep us posted if you need us to take a look at the Review link and associated comments.

Chris, also just an FYI that responding via email includes your signature here so you're welcome to edit the post to remove that information if you don't want it in the public forums. 

Christina Brown

Hi Ashley,

I have a client that is currently experiencing the same issue as Holly's client and it has been occurring periodically since last week.  In my case, the client entered a new comment, pressed enter/return, and their comment disappeared.  I believe our client is using IE but I will have to verify the version.

Any insight you can provide would be greatly appreciated.


Ashley Terwilliger-Pollard

Hi Christina, 

I don't see that Holly or Chris submitted a Support case about this, so I'm not clear if they resolved the problem with a change of IE browsers. Did you hear back from your client about which browser they were using? 

We'd be happy to give your Review link a test as well! Our team can try it out in a few different browsers and conditions to see if we can get the same thing to happen. If you'd like I can open up the Support case for you - or you can get one started here. Just let me know! 

Wendy Tobitt

Hi I am experiencing a similar issue. My client is currently reviewing a course and I turned off notifications as I didn't want my inbox filled with their comments. However, the comments that were made whilst I had notifications set to 'on' are still appearing in Review. Any comments made whilst I had notifications turned off are not there. I have turned notifications back on and tested it and a new comment is now showing in Review. I know that one reviewer was definitely using IE11. I can't say that there is a absolutely a correlation but has anyone else had this occur? I also have comments appearing against the wrong slide in Feedback.

Leslie McKerchie

Hi Jo!

Sorry to hear that you've run into an issue as well. I took a look at the case for Christina and I'm not seeing where we reached resolution with the user, so I do not have any information to share at this time.

Please be sure you are using the latest update as that seemed to assist one user above.

I have opened a support case on your behalf so that you can work directly with our support engineers as well.

W Gill

I have a question pertaining to this issue.

Why would an update affect if the client is able or not able to see their own comments.  If I am not mistaken, the reviewer doesn't need an Articulate login to make comments to the link.

I am having a client experience the same issue as above.  They make comments and then they are missing.  Obviously this is a bug in the Review Link.  

Does publishing to the RL with the updated A360 make a difference? If so, then this is a flaw.  I say this because we have to get approvals from our IT team to download updates to A360 and it takes a long time to get this completed.  So you can see that I don't have time to worry about if my client is missing comments because my A360 is not updated.

Please advise.

Ashley Terwilliger-Pollard

Hi W,

Review receives updates as well as the desktop authoring tools, the only difference is that the Review updates are pushed out immediately to the website with no need for you to download an update.

There was an issue with comments that might appear to be missing if they were posted by reviewers who weren't signed in with an Articulate ID and the author published a new version of the course. That was fixed in the end of July, as noted in our release notes here. 

It sounds like you're running into this issue again, so I'd want our support team to take a look. Can you reach out here to share a link to your Review course?

Gill Smith

We are experiencing the same issue. The default browser is IE11 in our organisation. Our reviewers are making comments and they are not saving either. Some are saving others are not. 

The review tool is absolutely essential to our annual reviews but we need it to be 100% accurate in capturing user feedback. 

We developed a cheat sheet for users to ensure they press the enter key when they leave us a comment. 

What else can we do to ensure this captures all comments? 

Ashley Terwilliger-Pollard

Hi Jill and Nicola, 

Thanks for that feedback. I know our team is looking into a change in the design to remind folks to press enter or choose to post the feedback since it isn't automatically saved upon typing or navigating away from that field. 

We'll let folks know here in ELH as soon as it's ready, and you can also keep an eye on our “What’s New” page for updates! 

Anne DeFelice

Hi Ashley,

I entered comments (on a Storyline course which I had published).  I've gone back to review the comments, and they are all gone. 

Also, I notice that, although you normally get an email for each comment entered, you do not receive an email when you comment on something you've published yourself (at least it is working that way for me). This is unfortunate, because it would have provided me a backup of my notes. 


Ashley Terwilliger-Pollard

Hi Anne,

We don't send email notifications for comments you'd add on a course you published yourself, but I could see how that would have helped in this scenario. You may also want to look at using another account (even a made up email) to comment on your own Review hosted courses so that you do get all the email notifications. You'd  need to access this course in a private/incognito browsing window though - so keep that in mind! 

As for the existing comments, did you check that they're not on an earlier published version of the course? Could you also let me know what browser you were using to enter the comments? 

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