TECHNICAL ISSUE: Is your Rise looping?

Hi Lecky,

I answered your other post here, and I'm not familiar with the IE Tab as a Chrome add-on, but as I mentioned in the other discussion, IE isn't supported for authoring in Rise for Mac or Windows. 

Can you let me know if you've tested any other browsers besides Chrome, such as Safari or Firefox? I haven't run into any issues myself with Rise, so it would also help to know what version of Chrome you're running. The latest is Version 69.0.3497.92. 

Also, it sounds like you can't access any of your Rise courses right now? Can you visit any of the other Articulate 360 pages, such as review.articulate.com? If it's only Rise that's causing you trouble, please let me know the title of one of your courses so that I can have my team take a look at your account. 

I had tried to view my Rise though Safari but it is a bit of a pain as all my other tabs are open in Chrome. I have had no issue up until today. I noticed you recently upgraded so I wondered if that could have caused the issue. I also cleared my browsing data. I simply cannot view Rise when using Chrome. Any help you can offer is really appreciated.

I am working on Chrome 69 on macOS (High Sierra)

I just tried accessing review.articulate.com and it says the site cannot be reached

Hi Lecky,

I'll need a bit more info to get to the bottom of this, but I'm certain we can help. 

• Did Rise open and work in Safari? Were you able to view the course? 
• Are the other tabs related to Articulate or other sites you're accessing? It would help to know if you can see and open courses on your Review page: https://360.articulate.com/review/content 
• What version of Chrome are you using? You can check by going to Settings - About Chrome
• What's the course title of the Rise course you're attempting to access? 
• Can you view this copy of one of my Rise courses? 
• The last update to Rise was Sept 11, and you'll see that noted in our Rise Version history. Was there another update that you were thinking of? 

Thanks, and once I have the above info, we'll figure out what's happening on your side! 

Whoops, looks like our replies crossed in cyberspace. 🙃

Thanks for the Chrome version! That's the same as mine, so everything should be working there.

Do you know if your company has implemented any recent updates or changes to their security settings? If you're not able to access any Articulate 360 pages, I'd start by enabling the network endpoints and ports listed here. 

Hi Ashley

- Yes the Rise will open and work in Safari, I can view the course on this browser

- When I click on the link https://360.articulate.com/review/content it takes me to a page that has old screen recordings, but when I click on the left-hand menu Rise it is just looping

-  I am using Chrome 69 on macOS (High Sierra)

- The course title is "Project Management Cook Book (8) - All about resources"

- No, I cannot see your copy of your Rise, just a blank screen

- No, I am not familiar with any other Rise updates

Thanks so much!

And just an answer to your latest query, no we have not made any updates to our security.

Thanks, Lecky. That's all helpful info! 

Can you start by clearing the cache/cookies for the Rise domain only? You'll look to clear rise.articulate.com cookies, and you'll be prompted to log in again when you visit the site. 

Okay one sec while I try this

Okay when I go and try and access Rise again it is just looping

Hi Lecky,

Thanks for clearing out the cache for the rise.articulate.com domain - did you see the prompt to log in again?

It would help if you could take a Peek of what you're seeing. That way I can follow along in your steps and see if there is anything else that could be tripping you up. If you would prefer to share this type of info privately upload it to me here. 

While we're figuring out next steps for you, I'd suggest using Safari to author your courses so that you can keep working.

I had this issue too yesterday! Ended up logging out and logging back in again and that seemed to fix it.

Thanks, Ashley and Nisha - I'm going to see what happens today, but yes, Ashley if the problem persists, I'll take a peek for you. Please hold for an update.

Hi Ashley

So I just tried to access Rise and it is still looping so I can't even show you the issue with the blank screen. I've uploaded a peek for you to see through the support link you send me.. 

I hope you can get back to me soon. 
Thanks

Hi Lecky,

Thanks for sending along the Peek in your case, I'll take a look there and respond to you as a part of the case as well. 

Thanks Ashley :)

Hi Lecky, 

I responded in your case but also wanted to share a link here for anyone who came across this issue. If you find that Rise is looping and not loading the page, you'll want to visit this page: https://rise.articulate.com/signout 

It'll force a sign out of the Rise section of Articulate 360, and prompt you to sign in again. That should provide the refresh needed to get back to work! 

So I clicked on that link but yet it didn't sign me out?! I then clicked on Rise and it's still looping... I'll follow up on the case you've raised with me though Ashley.