I completely finished building a course after several hours in Rise. As I was making a final edit before sharing it to Articulate Review, the program crashed and I had to shut down my browser. I can get back into Rise now and see my course. But when I click on it, it won't load (in any browser). It just keeps scrolling. So I can't publish the course now. Please help! I will be heartbroken if I have to start it all over again.
This just happened to me as well. I was in the middle of trying to delete a lesson, and it locked up my whole computer and I had to restart. I submitted a case, but haven't heard anything....and mine is due tomorrow! I can't even get mine to load...it just gives me the "your course is loading. Hang tight" screen.
I'm sorry to hear you've both run into an issue where you're not able to access your Rise courses! That's definitely scary, and I know our team can help.
Michelle, I saw you had a chat with Rowie earlier, and started a case too? Rowie shared your course details with our team, so they'll be taking a look as soon as they can! Rowie will be in touch in your chat case once we've got an update.
Marie, what is the title of your course that is causing your problems? I'll get the team looking into yours as well!
I am not sure what magic was worked by the support team, but my course came back (thank goodness). Rowie was very helpful in getting the situation escalated/resolved. Thanks, Rowie!
In my case it was almost like my files were moved from their location on the server or something...it was like suddenly Rise couldn't locate my files. My course tile on the home screen was always accessible and pointing to something, but Rise couldn't find it. It seems like you've uncovered the issue, but I thought I might elaborate if that would help in the future.
Have you logged into Rise in more than one browser or on various devices? I'd suggest logging out of those additional sessions if you keep seeing this error message and that should refresh the status in Rise.
If you're unable to use the Take Control button that appears, let me know, and I can have our team look into your Articulate ID and course. I'd need to know the course and lesson title that is causing trouble.
I have recently seen the "Take control" message when I was not logged into an additional device. That said I got in touch with the support team who were able to restore the course.
Thanks for keeping us in the loop, David! I see my teammate, Vira, was able to help you recover your project. Phew!
If you–or anyone else who stumbles upon this discussion–hit any roadblocks like such again, please let us know! Our team is ready to help, so you don't troubleshoot a problem alone.
Hi Deborah. I'm really sorry that we've identified an issue with Rise 360. You can follow our status page here for updates, and I'll also post here once we're in the clear.
17 Replies
This just happened to me as well. I was in the middle of trying to delete a lesson, and it locked up my whole computer and I had to restart. I submitted a case, but haven't heard anything....and mine is due tomorrow! I can't even get mine to load...it just gives me the "your course is loading. Hang tight" screen.
Yes! It's quite frustrating. It looks like it's still there, but who knows?
Hi Michelle and Marie,
I'm sorry to hear you've both run into an issue where you're not able to access your Rise courses! That's definitely scary, and I know our team can help.
Michelle, I saw you had a chat with Rowie earlier, and started a case too? Rowie shared your course details with our team, so they'll be taking a look as soon as they can! Rowie will be in touch in your chat case once we've got an update.
Marie, what is the title of your course that is causing your problems? I'll get the team looking into yours as well!
Thank you, Ashley!
I am not sure what magic was worked by the support team, but my course came back (thank goodness). Rowie was very helpful in getting the situation escalated/resolved. Thanks, Rowie!
In my case it was almost like my files were moved from their location on the server or something...it was like suddenly Rise couldn't locate my files. My course tile on the home screen was always accessible and pointing to something, but Rise couldn't find it. It seems like you've uncovered the issue, but I thought I might elaborate if that would help in the future.
Thanks again!
Aw, so glad to hear that Rowie was able to help you! Our Support team does work magic on the regular. 🌟
Thanks for the insight into what you saw as well, I know our team is still digging into this!
Hi Ashley! The title of the course is Falcon NDCG WPR.
Thanks, Marie, I'll send it off to the team and be back in touch as soon as I can (likely early next week)!
Hi Marie,
It looks like you'd also submitted a case on this too and Renato was able to help you! Let me or Renato know if you need anything else.
Thank you, Ashley. Yes, it's fixed this morning.
I am experiencing this same issue. Is there anything that can be done user-side to fix the issue and restore access to the course?
Hi David,
Have you logged into Rise in more than one browser or on various devices? I'd suggest logging out of those additional sessions if you keep seeing this error message and that should refresh the status in Rise.
If you're unable to use the Take Control button that appears, let me know, and I can have our team look into your Articulate ID and course. I'd need to know the course and lesson title that is causing trouble.
I have recently seen the "Take control" message when I was not logged into an additional device. That said I got in touch with the support team who were able to restore the course.
Thanks!
Thanks for keeping us in the loop, David! I see my teammate, Vira, was able to help you recover your project. Phew!
If you–or anyone else who stumbles upon this discussion–hit any roadblocks like such again, please let us know! Our team is ready to help, so you don't troubleshoot a problem alone.
Katie - appreciate the help. Vira and the team were super responsive!
This problem is happening to me. I am frustrated because I'm on the home stretch of finishing my course. What can you do to help?
Hi Deborah. I'm really sorry that we've identified an issue with Rise 360. You can follow our status page here for updates, and I'll also post here once we're in the clear.
Hi everyone! The timeout issue has been resolved and you shouldn't be experiencing any further connectivity issues!
Please clear your browser cache and use the latest version of your browser to avoid any possible connection problems.