Rise blank screen issue

Hi Stuart,

I also answered your other post here, and I wanted to share the info for Chris as well.

Have the learners tried to refresh the browser page? It sounds like it may be stuck on the relaunch as it's a new version of the course. 

When you update (overwrite) existing course files in your LMS or web server, learners who previously started the course won't be able to resume where they left off. They should start over at the first slide in the updated course. You'll want to keep this in mind when updating courses that have already been delivered to learners.

Thanks for the input, the course hasn’t had any content updates as it still in a prototype phase and hasn’t been rolled out to any learners yet. It's sort of doing what it was intended for – testing to see if the clients LMS will be able to run Rise courses before we go into full production. Unfortunately, it's not the result we were hoping for. 

That being said it’s something I will flag with them to see if they are doing any kind of update on their side of things. 

Ah, sounds a bit different than Stuart's issue than.

You mentioned IE11 - how does it behave in any other browsers? I've seen a number of issues with certain LMSs forcing IE11 into compatibility mode, and that will cause issues with Rise being strictly HTML5 output. I would think you'd see that on the first attempt, not just a relaunch but it's worth looking into with your team! There are some additional troubleshooting steps here that may help.

Hi everyone,

Was there a solution to this problem? I have the exact same issue with my Rise file. I have updated content and republished for scorm 1.2. I have uploaded the zip to the course and all i get it a blank screen. 

I wanted to see whether the issue lay only within an existing course so i created a new mock course and uploaded the exact same file - it worked perfectly.

I cant erase learner records, etc so what would my solution to this problem be? 

Thank you

Hi Stephanie, 

Thanks for reaching out here and starting a case! I saw you were working with Abel as well, and that he was doing some initial testing of your file. I gave him a heads up about this forum discussion too as the Rise courses showing blank or as a black page upon overwriting a previous version in your LMS is something our team is looking into. 

When you overwrite a course it will also overwrite the suspend/resume data for your learner, that is something we'd expect to happen. 

Hi Ashley,

Yes I did get a reply from Abel who told me that he was able to succesfully upload the file to an LMS - which I was also able to do. The problem isnt with uploading a scorm file to the LMS. The problem is updating that scorm and re-uploading the file to the same course (overriding old file).

As mentioned, I created a brand new course (and hid the original course) and uploaded the scorm - it worked fine.

So basically the problem lies within updating content,.

Hi Stephanie,

I checked in on your case, and I see that Abel recently requested access to your course uploaded to your LMS. We'd like to share it with our development team to get this sorted out as soon as possible for you!

Hi Alyssa,

Unable to share LMS credentials due to company privacy policy. Thanks anyway.

I completely understand, Stephanie. Abel is doing some further testing to try and replicate this problem in our LMS test environment. You'll hear back from him as soon as he has more to share!

Hi Alyssa (and anyone else with the same problem),

Abel has let me know that he has logged it as a possible bug. He will provide further details once he has investigated the issue. 

Thanks for the follow-up, Stephanie! 

I'm having the same problem in Google Chrome - I am trying to update the course content on Rise and now all I see is a blank screen when I try to open up the course. I am not sure what else to do, I have been working on my courses for the last two weeks with no issue but today I can't see anything, I restarted my laptop (MacBook Air) but still the same issue. I also cleared my browsing data. Can anyone please help me as I am really stuck and need to work on updating my courses,
thanks, everyone!

I think I may have fixed this so no need to reply. It seems Rise prefers IE but I prefer Chrome - so I grabbed the IE tab off the webstore and it thinks I am now in IE so is displaying the course content. Issue averted. 

Hi Lecky, 

I'm glad to hear you're back up and running, but I'd like to figure out what's going on, as that's not what I'd expect. 

Rise supports the following browsers for authoring on a Mac:

- Google Chrome (latest version)—Best experience
- Safari (latest version)
- Firefox (latest version)

And those same browsers are supported for viewing the output or a Share link on a Mac. You'll see all those noted here, and Internet Explorer is only supported for viewing output in a Windows environment. 

Can you tell me were you editing the course or viewing the output? Also, are you only running into trouble with one course? Can you view my Rise course here? 

Hi Ashley thanks for coming back to me.

Sadly it is not working after I initially thought.

I am in the latest version of Chrome and I am editing an existing Rise - when I try and access my Rise now it is just looping so I can't even try to open any other courses to check if it is just affected by one.

Any help you can offer is really appreciated.

Thanks, Lecky. I also responded to your standalone post, and since this appears to be an issue specific to your courses/account let's keep the conversation going there! 

Okay let's reply on the other post from this point forward. 
Thanks Ashley

Hi I'm experiencing the same issues. When I upload the course into my LMS, it works up until the 3rd portion of the course. Once you click the CONTINUE button , the screen goes blank for me and 2 of my other colleagues 

Has anybody tried clearing their browser cache? I find most of the time doing this solves most of my problems.

I had the same issue back in May and worked with the support team to solve the problem. Asking the learner to clear their cache isnt an acceptable long term solution for me (and doesndt always work). Please find response below from articulate support team back in May:

A few months ago, we introduced a change to Rise that could cause content to lock up and display a blank page if two things were true:

- You had replaced a Rise course inside your LMS with a different Rise course (or even a duplicated copy of your original Rise course), and...
- A learner attempted to resume a course that had been suspended before replacing the course content.

We won't go into too much detail, but the crux of the problem was a suspend_data incompatibility between the two courses, and the result was a lock-up upon resume.

We’ve fixed this problem, and today one of two things will happen:

- If you replace a Rise course inside your LMS with a revised version of the same Rise course, bookmarking will work as expected. Learners can suspend the course before the course is revised, and those same learners can resume the course after the revision.

- If you replace a Rise course inside your LMS with a different Rise course (or even a duplicated copy of your original Rise course), learners will not be able to resume the course where they suspended it before the revision. In this scenario, learners will return to the beginning of the course, but the content should never lock up.

Bumping at this issue is re-occuring for me in Rise over the last few weeks! Can someone from Articulate please advise...

Hi Stephanie,

I'm sorry to hear this issue popped up for you again. The quickest way to resolve it is to have our Support Team take a look. You can submit a case here.

Hi Allison. Have submitted a case.

Perfect! :)