Rise 360 is stuck processing an image change from content library. I hit cancel with no result. Tried closing and opening still stuck. Any advice would be appreciated.
I am trialing Rise as an e-Learning platform for our university. I've encountered this problem a few times now. On upload of a png file, the system becomes stuck in 'processing' . It really slows down the development workflow.
As we need a fairly fast turn around time on course materials, this issue would be a factor in our decision to adopt.
Hey, Conor. So sorry you keep running into an image processing problem. I know the issue may be hard to catch since it's sporadic, but if you notice any errors in the developer console, those would be helpful details to share with us. Regardless, you can start the conversation with us here!
I've spent the past hour+ waiting for a simple 3.4MB video to finish processing in Rise. No matter what method I try, it won't work. And I NEED this to work (and fast). There's nothing non-standard about this video, and it's format is just like several others I have tried uploading. Help.
Hi Patrick, I'm sorry you had such a tough time uploading a video to Rise 360! I took a peek into your case with Gren, and I see you were finally able to upload the video successfully. Please let us know if there's anything else we can help with!
Hi there, Mik! There's no limit to the number of videos you can have in one lesson. As long as each video is under the max file size of 5 GB, you shouldn't run into any issues. If you continue to see slow loading, please let us know! Open a case to share your video file with us privately, and we'll test it from our side.
We are experiencing that now, this is the second incident in the last couple of days; the first one was different RISE module with different SL block. The first one seems to resolve by itself, deleting the block and recreating it doesn't solve it for us. Any ideas?
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This message and any attachments are Confidential Information, for the exclusive use of the addressee and may be legally privileged. Any receipt by anyone other than the intended addressee does not constitute a loss of the confidential or privileged nature of the communication. Any other distribution, use or reproduction is unauthorized and prohibited. If you are not the intended recipient, please contact the sender by return electronic mail and delete all copies of this communication
Hi Andreas! Were you seeing an issue with a Storyline block not appearing in your Rise 360 course?
If so, we just released a fix for that problem today! You can export your Rise course for web or LMS again, and everything should work as expected. Let me know how it goes!
Unfortunately, it doesn't appear to be a cache problem on the browser, I am seeing "course processing" and other collaborators in the course also seeing that when they open the course. I just returned to the same place, after restarting the computer, it is still 'course processing'.
Hi Andreas. It sounds like your Rise course is in a stuck state. I see that you started working with our support team. I'll let Ji know these details and ask him to work with our engineers to see if we can help with fixing your course.
Thanks, Crystal, the issue resolved itself, it reappeared again in different course with different SL block, but then that too resolved itself. I can't do something to cause it, nor certain what not to do to avoid it. So, it's still a bit of mystery for us. When it happens, I have to send the SL preview link separately, but can't view it from inside RISE's preview. We have a contingent procedure to deal with it, but I certainly want to know what happened.
Hi there, Andreas. I'm sorry that happened again. Was it the same situation with the resource files in your Storyline output? Feel free to connect with us here again if you need help with a solution.
Are you aware that this issue persists? I'm experiencing it constantly over the last 6 months.
Not a single video has been processed properly and I have to add it multiple times and count on luck to have it working. This is not reliable and is a terrible waste of my time and you serers' CPU time.
It sounds like video uploads in Rise 360 aren't working reliably for you. Our team would love to help. Would you mind sharing a video file that gets stuck processing? We can test it from our side and let you know what we find.
Thanks for reaching out. Unfortunately I am not allowed to share the video (private resource), but the issue is not restricted to a single video but to any and all that I try to upload.
I edit the videos in Camtasia 2020 and export them to .mp4 - should I try a different format (the only alternative I have is .mov) or some specific settings like framerate?
This one in particular worked on a 4th attempt (done an hour after the first unsuccessful three that were stuck).
This message and any attachments are Confidential Information, for the exclusive use of the addressee and may be legally privileged. Any receipt by anyone other than the intended addressee does not constitute a loss of the confidential or privileged nature of the communication. Any other distribution, use or reproduction is unauthorized and prohibited. If you are not the intended recipient, please contact the sender by return electronic mail and delete all copies of this communication
Hi Patrick! So sorry that you are experiencing this. Please share your video file by opening a case with us here. One of our technical support engineers will assist you.
This is currently happening to me. I've tried all the suggestions in this thread. I've tried two different browsers, with VPN, no VPN. I'm out of ideas.
Thanks for letting us know what's going on, Chad. We've identified an outage with one of our service providers that is causing intermittent errors in Rise 360. You can follow our status page for updates by clicking here. I'll also update you here once the situation is resolved. I'm sorry for the trouble!
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This has happened to me as well. It would say "processing" several hours later.
The only way I could fix this is to delete the block and create a new one.
Thanks, Karl! Mitch, let us know if that doesn't work for you. We'll be happy to have a closer look.
Hi,
I am trialing Rise as an e-Learning platform for our university. I've encountered this problem a few times now. On upload of a png file, the system becomes stuck in 'processing' . It really slows down the development workflow.
As we need a fairly fast turn around time on course materials, this issue would be a factor in our decision to adopt.
Hey, Conor. So sorry you keep running into an image processing problem. I know the issue may be hard to catch since it's sporadic, but if you notice any errors in the developer console, those would be helpful details to share with us. Regardless, you can start the conversation with us here!
I've spent the past hour+ waiting for a simple 3.4MB video to finish processing in Rise. No matter what method I try, it won't work. And I NEED this to work (and fast). There's nothing non-standard about this video, and it's format is just like several others I have tried uploading. Help.
Hi Patrick, I'm sorry you had such a tough time uploading a video to Rise 360! I took a peek into your case with Gren, and I see you were finally able to upload the video successfully. Please let us know if there's anything else we can help with!
I am having the same issue.. is there a limit to the amount of videos to a page?
This post was removed by the author
Hi there, Mik! There's no limit to the number of videos you can have in one lesson. As long as each video is under the max file size of 5 GB, you shouldn't run into any issues. If you continue to see slow loading, please let us know! Open a case to share your video file with us privately, and we'll test it from our side.
We are experiencing that now, this is the second incident in the last couple of days; the first one was different RISE module with different SL block. The first one seems to resolve by itself, deleting the block and recreating it doesn't solve it for us. Any ideas?
Close that tab. Exit out. Open another tab and access Rise. It’ll probably show up!
Patrick Mannion
Instructional Designer - Manufacturing
PatrickMannion@lucidmotors.com
Office: 650 802 8181
Direct: 408 761 1825
lucidmotors.com
7373 Gateway Blvd, Newark, CA 94560
This message and any attachments are Confidential Information, for the exclusive use of the addressee and may be legally privileged. Any receipt by anyone other than the intended addressee does not constitute a loss of the confidential or privileged nature of the communication. Any other distribution, use or reproduction is unauthorized and prohibited. If you are not the intended recipient, please contact the sender by return electronic mail and delete all copies of this communication.
This message and any attachments are Confidential Information, for the exclusive use of the addressee and may be legally privileged. Any receipt by anyone other than the intended addressee does not constitute a loss of the confidential or privileged nature of the communication. Any other distribution, use or reproduction is unauthorized and prohibited. If you are not the intended recipient, please contact the sender by return electronic mail and delete all copies of this communication
Hi Andreas! Were you seeing an issue with a Storyline block not appearing in your Rise 360 course?
If so, we just released a fix for that problem today! You can export your Rise course for web or LMS again, and everything should work as expected. Let me know how it goes!
Unfortunately, it doesn't appear to be a cache problem on the browser, I am seeing "course processing" and other collaborators in the course also seeing that when they open the course. I just returned to the same place, after restarting the computer, it is still 'course processing'.
Hi Alyssa, I checked there isn't any update yesterday or today, my version is V3.46.23620.0
Hi Andreas. It sounds like your Rise course is in a stuck state. I see that you started working with our support team. I'll let Ji know these details and ask him to work with our engineers to see if we can help with fixing your course.
Thanks, Crystal, the issue resolved itself, it reappeared again in different course with different SL block, but then that too resolved itself. I can't do something to cause it, nor certain what not to do to avoid it. So, it's still a bit of mystery for us. When it happens, I have to send the SL preview link separately, but can't view it from inside RISE's preview. We have a contingent procedure to deal with it, but I certainly want to know what happened.
this is happening again at the moment.
Hi there, Andreas. I'm sorry that happened again. Was it the same situation with the resource files in your Storyline output? Feel free to connect with us here again if you need help with a solution.
Are you aware that this issue persists?
I'm experiencing it constantly over the last 6 months.
Not a single video has been processed properly and I have to add it multiple times and count on luck to have it working. This is not reliable and is a terrible waste of my time and you serers' CPU time.
Hi Grzegorz,
It sounds like video uploads in Rise 360 aren't working reliably for you. Our team would love to help. Would you mind sharing a video file that gets stuck processing? We can test it from our side and let you know what we find.
You can start a case here when you're ready.
Hi Alyssa,
Thanks for reaching out. Unfortunately I am not allowed to share the video (private resource), but the issue is not restricted to a single video but to any and all that I try to upload.
I edit the videos in Camtasia 2020 and export them to .mp4 - should I try a different format (the only alternative I have is .mov) or some specific settings like framerate?
This one in particular worked on a 4th attempt (done an hour after the first unsuccessful three that were stuck).
Video processing times are agonizingly long
This message and any attachments are Confidential Information, for the exclusive use of the addressee and may be legally privileged. Any receipt by anyone other than the intended addressee does not constitute a loss of the confidential or privileged nature of the communication. Any other distribution, use or reproduction is unauthorized and prohibited. If you are not the intended recipient, please contact the sender by return electronic mail and delete all copies of this communication
Hi Patrick! So sorry that you are experiencing this. Please share your video file by opening a case with us here. One of our technical support engineers will assist you.
This is currently happening to me. I've tried all the suggestions in this thread. I've tried two different browsers, with VPN, no VPN. I'm out of ideas.
Thanks for letting us know what's going on, Chad. We've identified an outage with one of our service providers that is causing intermittent errors in Rise 360. You can follow our status page for updates by clicking here. I'll also update you here once the situation is resolved. I'm sorry for the trouble!