Rise blank screen issue
Feb 26, 2018
Hi All,
I have a client who is having an issue when re-visiting a Rise course. It works perfectly and as expected when testing in SCORM cloud.
Oddly the course launches fine but on re-visit they just get a blank screen.
One of the difficulties is that I don’t have any access to the system to see what is happening in real time to further debug.
My only real course of action was to get a bit more system specific details to see if anything here would be an issue, they have come back with the following:
LMS: Kallidus Version 10.1.12
Tested on desktop PC running Windows 7
Browser: IE 11
Pop-Up Blocker: Off
Version of JavaScript: Version 8
This all looks fine and in line with the Rise browser compatibility specs.
Since this runs all fine in SCORM cloud I’m at a bit of a loss as to what the issue could be. Has anyone had any similar issues and any resolutions? Or areas for the client to look into further their side of things?
Thanks
85 Replies
Hi Chris! If this is happening on a brand new course that didn't overwrite the spot of an old course, could you please share a copy of this file with us?
Please note the exact browser version numbers where this is happening for your colleagues. You can submit the published Rise course files here.
Hi Chris, if Kallidus v10.1.12 is also known as Classic, then it's the same issue as we had. We are currently using Kallidus Classic (sorry only know it as this rather than the version number).
This took a long time to solve and was found after much testing by Kallidus. For us it turned out that the problem was caused after Articulate made a change to the Scorm driver file in a previous Rise update (which I think was around November 2020). Kallidus couldn't handle the change (where a course was published as 1.2 but was being detected as 2004) and therefore anything that was packaged with the new driver would return a blank screen on second launch. The fix was to simply find an old Rise course (pre-Nov update) copy out the scorm driver and use this in any new packaged content. It is a complete pain having to swap out the scorm driver every time we create or update some Rise content, but we don't have the issue any more.
It might be worth looking in to. My previous thread on this is https://community.articulate.com/discussions/rise-360/rise-blank-screen-issue?page=2#reply-725609
Thank you. Submitted this morning: case number 02874962
Thanks all.
Will open a case as am concerned that this cannot be replicated by me and do not want >2,000 colleagues potentially having this issue.
Has any more information been provided for this? We are having this issue as well. I opened a case (02881580) but after testing in Scorm Cloud, I was directed to work with Successfactors to resolve. I have found that Safari works, but Chrome and IE do not.
Also experiencing this blank screen just recently from LMS launch. Any resolution? Was a case opened by anyone previously?
I opened a case, but didn't really get a resolution. The best we could do was to delete the user's previous SCORM attempts, and that seemed to resolve it. Most of the people who experienced the issue had not started the module due to the blank screen issue, so deleting their attempts was not a huge deal.
Hi Jerry, unfortunately, my case was never resolved. I was hoping to see a fix here, but it looks like there's been no progress yet.
Hello Renz,
I've been following this thread and it looks like no one from Articulate has responded in a while, hence I'm replying directly to you. I just loaded a new RISE module to our LMS (Successfactors) in hopes that this issue had been fixed, and just like the others, it opens to a blank screen. Can you recommend specific settings, etc. for using Chrome to run the modules. If not, is there an easy way to convert RISE to Storyline or another elearning platform? Thank you for any help that you can provide.
Hello
I've experienced this issue on multiple occasions using different LMS systems.
Did you replace the existing file with a completely new one? Or did you update the original file?
I am experiencing this issue too (in Totara) and just read this entire thread. Looks like the only solution proposed so far is from David Lockett -- "find an old Rise course (pre-Nov update) copy out the scorm driver and use this in any new packaged content." Is Articulate working on a fix?
Both. I've worked through every troubleshooting suggestion here, and I submitted a ticket. The only "fix" is to ask learners to open the courses in incognito mode in Chrome. This seems to work. Interestingly, some learners can get them to work, but most can't.
Hi Patty, see my message to Stephanie: a quick fix is to use a Chrome incognito window to open the file...definitely not ideal!
I don't understand how you fix this using a Chrome incognito window.. doesn't the LMS open the browser window for the course? wouldn't you loose the Learner ID with incognito?
What works for us is to login to the LMS from an incognito window first. Then, when the course is launched, it seems to work. As stated before, not ideal...hoping a fix is in the works!
I'd just like to add our vote for Articulate to prioritise this to find a permanent fix within the drivers.
I see that there is a recent update where you can 'reset learner progress' when republishing in the export settings. The info on the Articulate website states:
I'm currently experiencing this exact problem, I have a rise module that I have updated, loaded back on to the LMS and users who have never completed the module before now get a grey screen. I can't replicate the problem, I've tried on multiple devices and browsers and it works every time for me. I have about 4000 people that have done the module and it worked fine, until I uploaded a new version with some edits, nothing else changed with it.
This is getting very frustrating in trying to manage and solve a problem that shouldn't be a problem.
Are there any other solutions for this, I am working remotely and my users are spread across europe so supporting them is getting quite difficult.
Hi David! Sorry to hear you are experiencing this.
Some learners would see a blank page upon resuming a course you've updated in your LMS. You can choose to reset learner progress when they launch a course. Click here for more information.
If that still doesn't work please open a case with us here.
We are also still having this issue. It has been an issue for years and never seems to be fixed by Articulate. We had a course, tested it, book marked fine, left, came back, blank screen.
We are still having this issue on Moodle, I have a ticket and I was told "reboot your machine" "clear your cache", This is way bigger than an "reboot".
Hi Michelle,
Did you change the course structure by adding new Rise Lessons or delete existing ones?
Or was it just simple text changes with no changes to the course structure?
Nope! Minor text edits. No added/removed sections or pages.
Hi Michelle. Sorry you are experiencing this issue. I took a peek at your case and I can see that our technical support engineer sent you an update.
Hello
We are receiving queries from customers that are experiencing the blank screen when the revisit the course.
Reading the thread the issue seems to with the SCORM driver, can I please ask for the best solution for this while the fix the drivers is being investigated.
May we ask is there a time frame for when a fix will be released.
Hi Tom! Did you choose to reset learner progress when they relaunch a course, as discussed here? If learners still see a blank screen despite this setting, please open a case with us here so we can look into this issue closely.