We have our Rise courses uploaded as SCORM packages in our LMS, Blackboard, and have been getting recent reports of students using Chrome (both on Macs & PCs) suddenly only getting a blank new window when they open one of the courses. When we send them a direct link to the material, it works for them. We have hundreds of students that don't seem to be having issues, and those of us in the office aren't having the issue either to replicate. We've confirmed their Chrome is current, flash enabled, pop-ups enabled, etc. I couldn't find any recent posts about this, but does anyone have any insight?
I'm sorry that some of your learners are experiencing this issue. Our team is aware of this happening with some Rise courses when they are exported for LMS. The quickest way to resolve this issue is to get your course to our support team. You can submit a case here.
In the meantime, if you have any other questions please don't hesitate to reach out.
August 2020, we are experiencing this too. So. many. students having this issue. Sometimes it is mitigated through clearing cache or opening in Incognito mode, but not always. Very annoying - so. many. emails.
Hi Alyssa - Yes, we had updated the course because there was an issue with some versions of Chrome not tracking student progress, so we had to create a new version of the course that does not have restricted navigation on it. This version is accessed via a different link from the other version. (I kept and hid the old version of the SCORM file so there would still be a record in the grade center for students who had already completed it). Is there a reason why a new version of the course would create these sporadic problems, if that's the only version that a student has accessed?
This is the only Rise course in our LMS currently.
Hi! We are also sporadically experiencing this issue with one of my courses. This course was accessed by the same URL by everyone...pop up blocker is not enabled, they are all using Chrome. I personally cannot duplicate the issue and some of the learners had accessed it previously. I have made no changes and had them clear their cache. I don't know what else to try. Any ideas?
We've experienced this ourselves with the 500+ Chromebooks we use for training. We had a tech troubleshoot after we read multiple posts about this issue in these forums (and other ones), and they rolled Chrome back to v84. It worked for us.
If you're able to do this, try that as a test, and if it works, let us know.
We are experiencing this also. Some folks have been able to view the course, others get a blank window. All have used Chrome (could be on different versions of Chrome possibly). Any new ideas on this one?
any fix to this? asking users to clear their cache or opening in an incognito window isn't an option for me, besides it still doesn't work, and i need a fix ASAP.
Hi Jason! Are you updating an existing SCORM file in your LMS?
If so, try using the Reset Learner Progress option on the LMS export page in Rise 360. This feature allows learners to view the updated content, and their progress will be reset. They should not see a blank screen when you enable that option.
WE are getting this despite using the Reset Learner Progress option. It only happens when the learner has started the module and wishes to return to it to complete it or review a section. This is really frustrating as its requiring us to unenrol and reenrol people to allow them to get back into the module.
Please revert Rise back to its earlier behaviour:-)
We just started experiencing this issue. We've been using Rise published as SCORM content in Blackboard Learn for a couple of years and this is the first time we've seen it happen. I tested in FF and Chrome on my laptop and was unable to replicate, a supervisor reported they tested on their laptop and it worked fine but when they tested on a virtual machine (which is what most of our trainees use) they were able to replicate in both FF and Chrome. I was able to do the same in using a virtual desktop. I deleted the module and re-uploaded with no settings change and the new module works. Hoping this was a one time glitch but thought I'd share my experience as I don't see a root cause or fix on this discussion.
So sorry to hear you are experiencing this. Can you try the steps below?
1. Please make sure that your browser is updated. Once updated, restart your browser and try accessing it again.
2. Try other supported browsers and check if you are still getting the issue. This will check if the issue is browser-specific.
3. Please access Rise in Incognito or InPrivate window. Pressing Ctrl + Shift + n for Windows, or Press ⌘ + Shift + n for Mac switches you to Incognito mode and disables all browser plugins. Sometimes plugins cause odd behavior, Do you still get the same issue when in Incognito?
4. If the above steps do not work, kindly try clearing your cache to see if it will resolve the issue. Here's how to do it.
If all these steps still do not work, please open a case with us here so a technical support engineer can work with you directly.
Nope none of that worked. As I was creating a series of 20+ modules I was using a number of block templates and duplicating elements, I believe this may have been the root of the error.
I recreated the course in a new Rise project, did not use any block templates or copy any assets from other courses and the new version worked as expected.
Hi Becky! Sorry to hear this is happening to your users. Please open a case with us here and one of our technical support engineers will be glad to assist.
Hello - I too have had a few users report this issue in the past 2 weeks from our LMS. I am going to try Andrew's suggestion of publishing back down to SCORM 2004 2nd ed. I can confirm that in our cases it's been upon relaunch, and that I've not been able to replicate but that I can see the issue if I login as that user on my own machine with my own settings.
This might not be the solution for everyone, but we discovered that in our Netdimensions LMS, publishing a course caused it to place the Rise course id code into the Launch Data field un Define Launch Properties. So have a look under the launch properties for a similar field and if theres a long alphanumeric string there, delete it and the issue will hopefully go away.
The chances I've finding anyone else that's running NetD is so low! I should've guessed from your post above ref'ing SCORM 2004 2nd ed. I will go check for this quirk in my instance as well.
40 Replies
Hi Kelly-Anne,
I'm sorry that some of your learners are experiencing this issue. Our team is aware of this happening with some Rise courses when they are exported for LMS. The quickest way to resolve this issue is to get your course to our support team. You can submit a case here.
In the meantime, if you have any other questions please don't hesitate to reach out.
August 2020, we are experiencing this too. So. many. students having this issue. Sometimes it is mitigated through clearing cache or opening in Incognito mode, but not always. Very annoying - so. many. emails.
Hi there, so sorry you're running into this issue!
Please tell me more about the course that is giving you trouble. Did you recently update it and import a new version of the same course?
Is this happening with one course in particular or any Rise 360 course in your LMS?
Hi Alyssa - Yes, we had updated the course because there was an issue with some versions of Chrome not tracking student progress, so we had to create a new version of the course that does not have restricted navigation on it. This version is accessed via a different link from the other version. (I kept and hid the old version of the SCORM file so there would still be a record in the grade center for students who had already completed it). Is there a reason why a new version of the course would create these sporadic problems, if that's the only version that a student has accessed?
This is the only Rise course in our LMS currently.
Thanks for those details, IDEA Team. It sounds like you created a new course in your LMS rather than overwriting the existing one, is that right?
If so, I wouldn't expect learners to hit a blank page when accessing the new course.
Hi! We are also sporadically experiencing this issue with one of my courses. This course was accessed by the same URL by everyone...pop up blocker is not enabled, they are all using Chrome. I personally cannot duplicate the issue and some of the learners had accessed it previously. I have made no changes and had them clear their cache. I don't know what else to try. Any ideas?
Hi Patricia! You mentioned everyone accessed the course by the same URL. Does that mean your course is hosted on a web server?
We've experienced this ourselves with the 500+ Chromebooks we use for training. We had a tech troubleshoot after we read multiple posts about this issue in these forums (and other ones), and they rolled Chrome back to v84. It worked for us.
If you're able to do this, try that as a test, and if it works, let us know.
We are experiencing this also. Some folks have been able to view the course, others get a blank window. All have used Chrome (could be on different versions of Chrome possibly). Any new ideas on this one?
Hi Jennifer! Did you ever replace or update the course in your LMS? If so, that could be the cause of the blank screen some learners are seeing.
You may also want to ask those learners who see the blank screen to clear their browser cache in Chrome or try opening the course in an incognito window.
any fix to this? asking users to clear their cache or opening in an incognito window isn't an option for me, besides it still doesn't work, and i need a fix ASAP.
Hi Jason! Are you updating an existing SCORM file in your LMS?
If so, try using the Reset Learner Progress option on the LMS export page in Rise 360. This feature allows learners to view the updated content, and their progress will be reset. They should not see a blank screen when you enable that option.
Let me know if that's what you needed!
Hi Alyssa,
WE are getting this despite using the Reset Learner Progress option. It only happens when the learner has started the module and wishes to return to it to complete it or review a section. This is really frustrating as its requiring us to unenrol and reenrol people to allow them to get back into the module.
Please revert Rise back to its earlier behaviour:-)
Hi Everyone,
Managed to resolve the problem by publishing as SCORM 2004 2nd edition. Problems appear to arise from publishing as 4th Edition but not sure why.
Andrew
We just started experiencing this issue. We've been using Rise published as SCORM content in Blackboard Learn for a couple of years and this is the first time we've seen it happen. I tested in FF and Chrome on my laptop and was unable to replicate, a supervisor reported they tested on their laptop and it worked fine but when they tested on a virtual machine (which is what most of our trainees use) they were able to replicate in both FF and Chrome. I was able to do the same in using a virtual desktop. I deleted the module and re-uploaded with no settings change and the new module works. Hoping this was a one time glitch but thought I'd share my experience as I don't see a root cause or fix on this discussion.
Hi
I've started experiencing this too both with a publish to LMS course and the same course when published to review.
Any ideas?
EDIT: also when previewing in Rise.
Thanks
Harri
This post was removed by the author
Hi Harri!
Nope none of that worked. As I was creating a series of 20+ modules I was using a number of block templates and duplicating elements, I believe this may have been the root of the error.
I recreated the course in a new Rise project, did not use any block templates or copy any assets from other courses and the new version worked as expected.
I have submitted a ticket to support to see what can be done to prevent this happening in the future
I have also begun having this issue with users who are resuming courses using Chrome.
Hi Becky! Sorry to hear this is happening to your users. Please open a case with us here and one of our technical support engineers will be glad to assist.
Hello - I too have had a few users report this issue in the past 2 weeks from our LMS. I am going to try Andrew's suggestion of publishing back down to SCORM 2004 2nd ed. I can confirm that in our cases it's been upon relaunch, and that I've not been able to replicate but that I can see the issue if I login as that user on my own machine with my own settings.
Thanks,
Caryn
Hi Everyone,
This might not be the solution for everyone, but we discovered that in our Netdimensions LMS, publishing a course caused it to place the Rise course id code into the Launch Data field un Define Launch Properties. So have a look under the launch properties for a similar field and if theres a long alphanumeric string there, delete it and the issue will hopefully go away.
Andrew
Hi Andrew,
The chances I've finding anyone else that's running NetD is so low! I should've guessed from your post above ref'ing SCORM 2004 2nd ed. I will go check for this quirk in my instance as well.
Thank you!