Scene not found in Articulate Review

Hi Georgina, I'm glad to hear that you're loving Review and sorry that your reviewer is running into a problem.  Two questions might help us figure it out. What browser is the reviewer using & what publishing format did you choose? 

Hello, I am having the same issue currently. We republished and created a new version of a course and we are getting the "Scene Not Found" message and no reference to the slide name.

Note when we had the first around of reviews, the scene and slides where showing. I tested in Safari, Firefox and Chrome.  I also attached the publishing settings as well.

Thank you! :)

We really appreciate you reporting this, Erin.

I'd like to take a look at your .story project file, and we'd also appreciate a link to your Review Item for further analysis.  If you'd prefer to share those confidentially, you can do so by clicking here, and sharing the URL of this Forum Thread for context.  Thanks!

Great! Yes I just sent the Review link. Thanks Justin. 

Thanks very much, Erin.  I see that Vevette has taken ownership of Case # 992603, and she'll share her findings with you ASAP.

Have a great weekend!

Georgina and Erin, we wanted to let you know that we've fixed this problem for for newly-published items.

For recently-published items, you may still be seeing this issue at the moment, although we are working on a script to reprocess these items, which will resolve the problem for existing items as well.

In the interim, if you run into this problem, you can republish the item and the new version will display the comments properly, along with their associated slide and scene titles.

Thanks again for reporting the problem to us!

Thank you sooooooo much for this! This makes a WORLD of difference! 

Brilliant thanks so much Justin!!

Hi Justin

I too have had  the "Scene not found" issue with no images of slides.

I took your advice and republished the course but this time the current version displays "All comments in your project have been resolved.  Click here to see them".

Unfortunately I am unable to "click here" - nothing happens.

I seem to get this issue only with a reviewer who is based in the Netherlands.  Isn't Articulate Review compatible with all browsers?

Hi, Tex!

Here is a list of supported browsers for Articulate Review, but I bet you're OK there.  I've created a Support Case on your behalf so that you can share your Review link with us privately.  I'd like to dig in and make sure we understand what's going on.  Thanks!

Hello,

I'm now having this issue.  It's not happening on all courses only a couple.  I've republished, and no avail. I added comments to the recently published course and the comment is captured with scene and slide, but the rest of the previous comments are Scene not found. Any guidance is greatly appreciated.

Hi Susan,

Sorry to hear you're coming across this issue as well. I've opened a case on your behalf with our support engineers, where you'll hear from someone on the team soon. They'll do everything they can to determine what's causing that error to come up!

I am having the same issue with one of my courses published today, but not a second one I published today.

Hi Michael,

Thank you for taking the time to reach out, and I'd love to help! To help us find the best way forward, could you confirm:

• Does "Scene not found" appear on a certain type of slide (e.g., question, results)? 
• What browser are you using to view the course in Review 360?
• If you don't mind sharing the affected Review 360 URL with our Support Engineers, we can take a thorough look. Simply use this link to share it privately.

Hi Katie,

• It happens on all slides.
• I am using Chrome.

I did some troubleshooting and found that commenting worked fine if I used IE or an Incognito tab in Chrome.  I then tried clearing the cache... same result; I then tried clearing the cache and cookies and that seemed to fix it.

Thanks for following up.

Mike

Hi Michael,

I'm glad to hear clearing your cache and cookies resolved the error you were running into. I'm sure this will help others who come across this discussion!

I have tried all of the above suggestions but nothing has resolved the issue for me. 

I'm currently having to ask my reviewer if they can see the slides that the comments are related to, and if so, to send me screenshots. Not ideal, but a workaround for the timebeing. 

Hi Lewis!

I agree that's not ideal, and would love to help find a better fix.

I'm going to loop in our engineers so we can dig in. An email from support@articulate.com should land in your inbox shortly. We'll see you over there!

I have tried all of the above suggestions but nothing has resolved the issue for me. What should I do now?

Hi R-Jay,

I'm sorry to hear that you're experiencing this issue! I went ahead and opened a support case on your behalf so we can investigate what's going on. You should hear from our team soon via email. 

This has just happened to my file.  All comments are now marked with scene not found.  I'm afraid to republish this, because I don't want to lose the comments completely.

Help.

Hello Julie!

I'm sorry for the trouble this is causing! I've noticed that others who are experiencing the same snag have found success with republishing the project, clearing their browser cache, or adjusting their network endpoints. I'd recommend starting with reaching out to your network admin to confirm that these domains are accessible on port 443.

If either of those doesn't do the trick, please don't hesitate to connect with our Support Engineers by submitting a support case.