Is Review 360 Having Problems?
Mar 30, 2020
I've reached out to Support about this, with no response yet. I posted an early review of my project on Review 360 last week, and it worked great. I also previewed the story file and it worked fine. And I published it as a web video and it worked fine.
I've got my project ready for the next review, and it uploads to Review 360, but when I play it, it fast forwards at high speed straight through all the screens until it gets to screen 30 where it stops, and starts to work correctly. I published it to a video, and I get the same behavior.
As I was working on the project over the weekend, it kept crashing my PC, and I restarted and rebooted and resaved the story project multiple times, even under different names.
None of the triggers or player settings have changed between Reviews 1 and 2.
Is it possible my story file is corrupt? Or is Review 360 having problems?
Here's the link to the review : https://360.articulate.com/review/content/b43c17b6-a0d5-4f43-a30f-ab985f276656/review
3 Replies
Thanks, Shari. No issue with Review 360 at this time. I appreciate you contacting the support team as well and I can see that your case has been escalated for a support engineer to take a look, so you should be hearing from someone soon.
Thank you for sending the link. The fabulous support team was able to find the problem in my file.
I still have a few open cases, however. What would you say is generally the turnaround time on cases? I get an immediate confirmation email, then a follow up from the specialists assigned tot he case usually comes in a few hours. Then, it might take 24 hours for the next step in the tread.
Knowing more about the SLA would help me plan.
Hi Shari,
So happy to hear that Philam was able to help you out!
As for our SLA and turnaround time, you'll see an automated email immediately upon submitting a case that shares your case number and a unique upload link in case you need to share any more resources with us. That email also sets the expectation that you'll hear from our team within 1-2 business days, but it's typically closer to a few hours since our team is working 24/7!
Once they've begun investigating, testing and troubleshooting your project the time to respond can vary based on the issue. I see you've got cases with Jopney and Mark, so I'll reach out to them so that they can follow up!
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