I am having trouble uploading my own images into Rise. When I try uploading in Blocks it continues to tell me there was an issue and to try again. When I try to upload in the Labeled Graphic, it says it is uploading, but never does.
Hi everyone! I'm so sorry you all ran into trouble uploading images into Rise 360.
You should now be able to successfully upload the image, even if the file name contains spaces. Be sure to refresh your browser to take advantage of this bug fix.
If you are still having trouble, please open a case here and share the image file with our team.
I too am having this issue. Images, both .jpg and .png, are stuck in "Uploading" status for a few minutes, then show status of "There was an issue uploading. Please try again." I am using Chrome and attempting to upload into a Process Block and a Image Centered block.
I'm having this as well now. Been fine all day but now cannot upload. The bar moves across quickly and then a long wait before "There was an issue uploading. Please try again." message.
Right now, uploading and viewing images in Rise 360 and Review 360 is unavailable. We’re looking into what went wrong. We’ll let you know as soon as we have more info.
I was just having the same issue, but used Google Chrome and stored my picture on my desktop (on a local drive instead of a network drive) and it loaded. Hope this helps.
Im having trouble uploading .png images in Chrome Version 75.0.3770.142. Its hanging at the processing stage. There is no pattern, its hanging on every image block. :(
I am also having the same kind of problem, I upload an image or video and it hangs on processing until you press cancel then re-upload the media. Once you press upload again the media displays instantly.
Thanks for reaching out! I'm testing image and video uploads in Rise 360 in Chrome 75, and so far everything is working normally.
Can you refresh your browser and try again? Please let me know if you're still getting hung up at the processing stage, and we'll keep digging into this if we need to!
This also was happening here an hour or so ago, uploading just stalled. We were trying to change the background in a scenario block to one of the other images from the content library. System hung for around 15 minutes then we had to cancel out.
We tried a browser refresh and were now rewarded with the loss of the scene we were working on from the training course. Thank heavens we had not got too far in its construction.
There is definitely something odd as although we have a fast connection here the delay when switching from 'edit' mode to 'preview' mode is very noticeably longer than was the case six months ago. Sometimes it is so slow that we have clicked multiple times before there was any reaction from the system.
As we're based in the UK we've tried accessing the system early in the day, before continental America gets going, hoping that the system will be less busy, but this is not the case.
Was there a recent infrastructure refresh that might be something to do with these issues?
Thats the same here in Australia Stan. The Edit and Setting buttons dont always appear so you have to guess where they are until the mouse cursor changes to a hand.
I did a refresh and we rolled out an update of Chrome to Version 76.0.3809.87. Got to upload 2 images, swapped out one for a different image with a different name and its stuck in processing...
The problem is still occurring on my end, Tried updating Chrome, Uninstalling, and Even trying a different browser. The only problem that i am still having is with uploading images and videos, the content will eventually upload but sometimes you have to cancel and retry a couple of times for it to upload successfully. I have found that on the odd occasion when you cancel the upload after it has been hanging for a while the image or video will show up instantly. Internet speed/connection is not an issue for us.
I know it's frustrating that you're still hitting roadblocks with image uploads and getting locked out of Rise 360 completely, so we want to help you get this resolved as soon as possible.
I'm opening a support case for each of you, and I'll include all of the details you've shared so far in this discussion. One of our Engineers will work one-on-one with you to get this sorted out!
93 Replies
Issue seems to have been resolved. Not sure what changed or happened but I am able to upload the necessary graphics.
Hi everyone! I'm so sorry you all ran into trouble uploading images into Rise 360.
You should now be able to successfully upload the image, even if the file name contains spaces. Be sure to refresh your browser to take advantage of this bug fix.
If you are still having trouble, please open a case here and share the image file with our team.
I am also using Google Chrome and am having the same issue uploading images. It is happening with all images from the content library, logos, etc.
I too am having this issue. Images, both .jpg and .png, are stuck in "Uploading" status for a few minutes, then show status of "There was an issue uploading. Please try again." I am using Chrome and attempting to upload into a Process Block and a Image Centered block.
I'm having this as well now. Been fine all day but now cannot upload. The bar moves across quickly and then a long wait before "There was an issue uploading. Please try again." message.
Using Chrome Version 75.0.3770.142
Trying to upload an animated gif
Hey folks, so sorry for the interruption.
Right now, uploading and viewing images in Rise 360 and Review 360 is unavailable. We’re looking into what went wrong. We’ll let you know as soon as we have more info.
Subscribe to our status page here for updates, and we'll let you know as soon as this is resolved.
I was just having the same issue, but used Google Chrome and stored my picture on my desktop (on a local drive instead of a network drive) and it loaded. Hope this helps.
I am also having issues with this as well.
Hi there, Krista. I'm sorry about that! We're keeping folks up to date right here.
It just came up a minute or so ago for me. Thanks again!
Just an update - we've fixed the issue with images in Rise 360 and are monitoring it carefully. Please let me know if you're having any trouble!
Hey Crystal,
Im having trouble uploading .png images in Chrome Version 75.0.3770.142. Its hanging at the processing stage. There is no pattern, its hanging on every image block. :(
Its now hanging on a process block. This has taken 20mins now. I have deleted the step and tried again. Same issue.
Here is another example.. 500px x 500px image - 10kb (this one stalled out after 15mins)
I am also having the same kind of problem, I upload an image or video and it hangs on processing until you press cancel then re-upload the media. Once you press upload again the media displays instantly.
Hi Bailey and David,
Thanks for reaching out! I'm testing image and video uploads in Rise 360 in Chrome 75, and so far everything is working normally.
Can you refresh your browser and try again? Please let me know if you're still getting hung up at the processing stage, and we'll keep digging into this if we need to!
Hi,
This also was happening here an hour or so ago, uploading just stalled. We were trying to change the background in a scenario block to one of the other images from the content library. System hung for around 15 minutes then we had to cancel out.
We tried a browser refresh and were now rewarded with the loss of the scene we were working on from the training course. Thank heavens we had not got too far in its construction.
There is definitely something odd as although we have a fast connection here the delay when switching from 'edit' mode to 'preview' mode is very noticeably longer than was the case six months ago. Sometimes it is so slow that we have clicked multiple times before there was any reaction from the system.
As we're based in the UK we've tried accessing the system early in the day, before continental America gets going, hoping that the system will be less busy, but this is not the case.
Was there a recent infrastructure refresh that might be something to do with these issues?
Thats the same here in Australia Stan. The Edit and Setting buttons dont always appear so you have to guess where they are until the mouse cursor changes to a hand.
Morning!
I did a refresh and we rolled out an update of Chrome to Version 76.0.3809.87. Got to upload 2 images, swapped out one for a different image with a different name and its stuck in processing...
And this morning (Wednesday) am locked out of the system completely. All we get is this:
The problem is still occurring on my end, Tried updating Chrome, Uninstalling, and Even trying a different browser. The only problem that i am still having is with uploading images and videos, the content will eventually upload but sometimes you have to cancel and retry a couple of times for it to upload successfully. I have found that on the odd occasion when you cancel the upload after it has been hanging for a while the image or video will show up instantly. Internet speed/connection is not an issue for us.
I’ve had that same issue Stan even after a full reboot.
On Microsoft Edge Version 44.17763.1.0 interaction such as typing text has slowed to a crawl, images upload spasmodically.
On Chrome Version 76.0.3809.100 (Official Build) (64-bit) uploading images is still flaky but we can access the system.
For us, at present, RISE 360 in either of these browsers is a struggle.
This much we know at our end:
Stan
Hi Bailey, Stan, and David,
I know it's frustrating that you're still hitting roadblocks with image uploads and getting locked out of Rise 360 completely, so we want to help you get this resolved as soon as possible.
I'm opening a support case for each of you, and I'll include all of the details you've shared so far in this discussion. One of our Engineers will work one-on-one with you to get this sorted out!
unable to upload any images to Rise. tried multiple block styles and the options in them.
Re shot the images to JPG or PNG
Logged in and out of Rise
Used Chrome and FF (why the hell not) & safari
Restarted and reconnected to network.
Bueller? Bueller?
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