Vertical scroll on mobile - Success Factors

We're loving Rise and up until the recent update it has been working great on all our devices using SuccessFactors LMS. The courses we published back in March (23rd) worked perfectly, but we're having an issue with the recent update. Anything we publish (SCORM 1.2) works fine in the browsers on PCs, iPhones, etc - but the SuccessFactor app (which is unfortunately how learners access it on their internal locked down iPhones) no longer lets users scroll vertically. Do you have any idea why? All the new ones we try don't scroll and if we replace with the old they do!

35 Replies
Ashley Terwilliger

Hi there, 

Are you able to test the Rise courses outside the SuccessFactor app? The app that they use for mobile isn't something I can help with.  You'd want to look at testing the Rise course directly in the Safari or Chrome browsers (iOS and Android) and you could use the Rise Share link to test it there outside your LMS.

If that one still works fine, reach out to your SuccessFactors admin - as they'll be best to help with app specific questions.

Let us know if you need anything else! 

Justin Whayman

hi there is there any update to this issue I am having exactly the same problem with my RIse modules not scrolling within the SF app. If content is accessed via Safari it seems to work as intended. I have logged a ticket with SF but have not had a response so would be grateful if there is a solution someone could share with me thanks

Leslie McKerchie

Hi Justin!

Sorry to hear that you've run into this issue as well.

Sounds like you are experiencing the same problem though and the issue is limited to the Success Factors app?

I know some of the other users above mentioned reaching out, so hopefully they will be able to chime in if they've learned anything. You are certainly welcome to reach out to the user directly via the 'Contact Me' option on the user profile if you do not hear back soon.

Crystal Horn

Hi Justin!  Thanks for popping in here.

I checked on Tim's case, and it looks like we kept circling back to the same fact:  To experience the responsive content that Rise creates, it must be accessed by an application that fully supports the HTML5 standard.

We’ve listed the browsers here that support the HTML5 standard and display Rise as intended.

Keep us posted on your conversation with SF. I would suggest exploring their HTML5 support from within the app as a starting point.

I know that isn't an immediate solution for your app users, but maybe some direction for your support case with SF!

Justin Whayman

hello again I had a very interesting response from SuccessFactors on this:

iOS (iPhone and iPad) has two different browsers. One is the standalone Safari that you simply launch via the Safari icon. The other one is the embedded browser or WKwebview. This is another browser provided by iOS to be embedded inside another application. There are a a lot of apps that currently use WKWebview including the SuccessFactors App.

WKWebview is slower than Safari and a lot less lenient when it comes to HTML compatibility. Unfortunately this is currently the only solution available from and accepted by Apple as an embedded browser within an app. Also we have no control over the internal implementation of the WKWebview browser. 

With the above in mind for content to be fully compatible with iOS it needs to support both Safari and WKWebview. This WKWebview browser is from Apple and the only browser Apple is allowing for third party apps like the SF app.

SF support explained that they don’t have a solution for this due to the requirements from Apple. They suggested to escalate this with Articulate and ensure that Rise is compatible with the embedded browser.

 Is there a way that we can request Rise supports this WKWebview browser?

 

Media4Learning Studio

I'm hopeful Articulate can sort this as it was working before fantastically and those courses are receiving really positive feedback (but can't update as a new export doesn't scroll!). The latest ones we've had to go live with messaging to only launch on desktop/tablet - not ideal since 80% of the workforce is on the road - each with an iPhone as their tool for access out of the office. SF is also a newly deployed LMS so unless this is sorted they'll have to explore other options (we've gone from huge buy-in: 'everything new or updated needs to be converted in to Rise' to 'hold on until it starts working properly'). Since this issue occurred around the end of March, can you shed any light on what's happened - I.e. Is there a version of iOS or WKWebview that could've caused this? Or can you simply have the Rise course detect the WKWebview browser to make that work as previous?

Leslie McKerchie

Hello Justin,

I apologize for no response here. 

I'm not sure what the response here would be and I know I'm not the best person to ask. My first instinct is that this would be a feature request, but you did gather some good intel that our team may want to be aware of for future development.

I'm going to open a support case on your behalf, with the information you've shared here, so that our support engineers can reach out to you. Be on the lookout for an e-mail from our team.

Thanks for bringing this back to my attention :)

Laura Agostino

Hi. Was there any update regarding this issue? We are stuck running Rise courses with AICC, but now we need to create Assessments to track responses. We need to package in SCORM and this poses an issue scrolling on iphone. 

When can we expect this fix to happen? We desperately need this.

Thanks,

Laura

Ashley Terwilliger

Hi Laura,

Thanks for checking in. It's limited to the SuccessFactors mobile app, but our team is still looking into it to determine how that app is playing the course differently than standard HTML5 in a mobile browser. 

Depending on priority and risk, some bugs can be fixed quickly, while others take longer to resolve. 

I’ll let you know as soon as we have an update on this issue and I’m sorry if it’s slowing you down.

Ashley Terwilliger

Hi all,

After working with with SuccessFactors they were able to verify that the scrolling problem with Rise content and the SuccessFactors Mobile app was being caused by an iOS bug affecting the web viewer that they use.

It is now fixed in iOS 11.2 - so you'll want to let learners know that they'll need to use the latest iOS to properly view Rise courses within the Success Factors Mobile app.

Thanks for your patience as our team worked through this with SuccessFactors!

Ananda V

Hi Ashley,

Found this thread which is very useful. Thanks.

We face an issue with some of our Rise content in the Successfactors app. We noticed that the scrolling is still an issue sometimes but only when the phone is held in landscape mode.

For instance, when I had my iphone on iOS 11.2.5, I could not scroll to open the next chapter whereas when I updated to iOS public beta 11.3 I could scroll and open the next chapter sometimes.  Sometimes, Inothing happens even if I click to expand the next chapter. It could also be a course setting, we are checking this. But wanted to check for some experiences here.

I also wonder if it is a Rise standard design that horizontal scroll is allowed only on bigger screen devices like tablet devices for examples? Because it seems to work on my iPad.

Added later: works fine on my Android phone though.

Grateful for any support, Thanks!

Ashley Terwilliger

Hi Ananda, 

This is the first I've heard of the scroll only not working in landscape, but I'll reach out to the team to see if they had any more insight here!  I know it was originally an iOS bug, that was fixed in 11.2. 

Keep us posted on what you hear from the SuccessFactors team as well! 

Ananda V

Thanks Ashley for a quick response. Attaching short video showing the issue. 

Yes, will share what Successfactors come back with. 

Also can we get any demo content that you folks have created that we could try using the SF app to isolate any problems with our content?