SCORM Rise course not loading

Hi Allison - do you know if there was any movement on the above issue or a report was filed? I am getting the same error.  To clarify further it happens after a SCORM is updated.  Any users who had started the SCORM on the previous version now get this error when they try to access the course.  However, if it is the first time they have visited the course then it works fine ( till the course is updated again).

Hi Nathan,

I haven't heard anything since the support team is handling it directly.

I think the best thing for you to do here would be to contact them as well. You can submit a case here.

In the meantime, if there's anything else I can do to help, please let me know!

@Allison - thanks I've raised a ticket and if anything useful comes back I'll post here.

Perfect! Thanks so much :)

Hi - in case anyone is coming across a similar issue here is the response from Articulate support

When you update 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.

See this article for more information:
 https://www.articulate.com/support/article/content-wont-resume-after-updating-course-files

 It is advisable to remove previous resume data so learners can launch the course again from the start.

So it looks like if you update a course you need to delete all existing user attempts against it in order for the course to load.  Which kind of sucks if you just want to update some text or change a typo - but good to know anyway.  

p.s this apparently applies to both Rise and Storyline

Thanks for sharing this info with the community, Nathan! :)

Hi Nathan,

I'm having this problem with Rise. I've never had it with Storyline. Were they able to give you any idea of what to do if the screen would just load to a blank page? i.e. the user has been in the training before and goes back after I've made an update? In the article you posted it says that it will just take them back to the first slide of the training - which I would be fine with. But my users aren't able to load the page at all. 

Was Articulate able to provide guidance?

Hi Nicole,

I'm sorry to hear you're having this issue as well. 

The quickest way to resolve this issue is to have our Support Team take a look. You can submit a case here.

In the meantime, if there's anything else I can do to help, please let me know!

Hi Nicole, Articulate were not able to provide any assistance other than to assert that you will have to remove any previous results for users to be able to access it.

Thats too bad to hear! I have submitted a ticket and I was hopeful they would be able to help me. Seems as if a defect like this should be rectified. 

Hi was this every rectified. This is worrying, we've never had the issue with Storyline and I can confirm the problem we are having is a Rise module.

Hi Stuart!

It sounds like you've hosted a Rise 360 course in your LMS, and it isn't loading. Is that right?

If so, our Support Team is ready to help. You can open a case here, and they'll reach out to you with next steps!

Hi all, we are also having this issue with Articulate Rise courses and we are having to reset many users calling with this SCORM Driver error where the course simply isn't loading. I am about to raise a ticket because our team cannot keep up with the call volume that this is resulting in. Now I will avoid updating courses because of this issue which is ridiculous. Hopefully Articulate Support Team will be able to build a resolution for all asap.

Hi there Joe,

Opening a Support Case is the right move here. Our support engineers can help you get to the bottom of this. I don't currently see a case under your Articulate ID – do you have a case number handy?

Hi - we're having the exact same issue through our LMS Fuse. I will raise a ticket, but it would be good to prioritise this as an overall fix - as it's obviously affecting a lot of users.

Hi Safa,

Thanks for sending over the exported Rise courses to Lea. She's taking a look into those files now, and you'll hear back from her as soon as she's done testing!

Thanks Alyssa - the issue is back again with an important module so I just sent over the exported package.

My guess would be that the developers need to update the code that initialises the SCORM course so that if it does not recognise the location/resume data passed through it catches the error and treats the user as starting again - rather than just erroring in the background and stopping any content loading.

Thank you, Stuart! I see that Rowie is working through it with you.

Reporting similar issues here with Totara/Moodle LMS.  Our first activity built in RISE.  Internal testing found it worked well, but we've been getting a ton of reports that users get a "black screen" and the content never loads.  I'll be submitting at support ticket but chiming in here as well to keep track of this thread and let you all know it does seem to be happening to lots of people. 

Thanks for opening a support case, Matthew! I see you're already working with Gren to get this resolved. I'll follow along with your case, as well. 

Has anything changed in regard to this? 

We had the issue with a couple of courses several months ago, which we fixed by clearing results, but it has happened again over this weekend with a new course. 

Has anything been changed in Rise to prevent this, or are we stuck with an issue that hits at random and then having to reset results for users that my be a significant way through a course when it happens?