Chrome Extensions causing login Auth-callback loop

Jan 16, 2020

I am troubleshooting a Chrome extension issue with Articulate 360. I recently started having trouble accessing https://rise.articulate.com/, where the site would loop from https://rise.articulate.com/ to https://rise.articulate.com/auth-callback to a very long URL and then back to https://rise.articulate.com/. This loop did not allow for the Rise page to load and display courses. The same occurs at https://360.articulate.com.

I have found that a popular extension called Ghostery prevents the site from loading; even while white-listed. It appears to stall on a tracker called "Marketo". In order to load any Articulate 360 sites, I must fully disable the extension. This is problematic as we require this extension to anonymize tracking data.

15 Replies

Ashley Terwilliger-Pollard
Staff

over 4 years ago01/17/20 at 8:39 pm (UTC)

Hi Tom!

I've not heard of that extension before, but I want our Support team to take a look. I opened a case for you so that they can work to pull some additional details with you and figure out a solution.

Keep your eyes peeled for an email from Support@articulate.com!

Laura Lowden

4 years ago02/18/20 at 7:24 pm (UTC)

Wanted to let you know that I had this same exact issue, but with another extension. I played with turning on and off a bunch of extensions and rise.articulate.com now works with the extension Secure Shell App turned off.

Katie Riggio
Staff

4 years ago02/20/20 at 8:08 pm (UTC)

Hey there, Laura!

I'm sorry you ran into this quirk, but it's much appreciated that you shared your insight with everyone. I'm confident it'll help those who stumble upon this page!

Andrew Glennie

4 years ago02/27/20 at 1:01 am (UTC)

Hi People,

I have this problem too with Chrome. In our setting, we have Adobe Acrobat, Google Docs Offline, Google Docs, Sheets and Slides. All fairly standard extensions for Chrome.

Just tried IE (yes we're still using it... and it also stalls.

Andrew

Lauren Connelly
Staff

4 years ago02/28/20 at 2:31 pm (UTC)

Hi Andrew!

Have you allowed these domains? Especially the *.articulate.com as this is the domain required for authentication.

Andrew Glennie

4 years ago03/01/20 at 7:03 pm (UTC)

Yes I believe we have. We went through a long process to get all the domains whitelisted last year.

Regards

Andrew

Katie Riggio
Staff

4 years ago03/03/20 at 6:50 pm (UTC)

Thanks for the extra clues, Andrew, and so sorry for the trouble!

We want to keep troubleshooting, so I opened a case for you to work closely with our Engineers. They'll dive in further to see what's causing the access hiccup!

Look out for an email from the team, and I'll follow along!

The BusinessAnt Consultancy / ej@TheBusinessAnt.com

The BusinessAnt Consultancy / ej@TheBusinessAnt.com

4 years ago03/30/20 at 8:58 am (UTC)

Hi,

I have the very same issue on one of my (two) laptops. Please advise what to do as it's driving me mad....

Thanks!

The BusinessAnt Consultancy / ej@TheBusinessAnt.com

4 years ago03/30/20 at 9:02 am (UTC)

Oh.. and it also appears in MS Edge

Brandon Lienau

4 years ago03/30/20 at 2:32 pm (UTC)

Hi there folks, currently experiencing this issue as well! I primarily use Firefox, but have experienced it in Chrome, MS Edge, and Brave - have also tried with no add-ons / extensions running but am constantly being thrown into the call back loop. Have tried clearing browser data with no success, any help would be appreciated :)

Alyssa Gomez
Staff

4 years ago03/30/20 at 6:02 pm (UTC)

Hi Brandon,

Sorry you're having trouble logging into Rise 360.

First, check the clock in the lower-right corner of your Windows desktop. If the time is off even by a few minutes, you may encounter issues logging in. If you find you need to adjust the clock, click Date and Time Settings, and toggle the Set time automatically setting to OFF and then back ON.

Let me know if that helps you, or if we need to keep digging!

4 years ago03/30/20 at 6:04 pm (UTC)

Thank you Alyssa! I spent a good amount of time with a chat support agent earlier and we eventually figured out that it was indeed my desktop's clock causing the issue, it was set to automatically update but had fallen 5 minutes behind somehow. :)