Help - I can't see any Items!!

Assets in RM Compare, such as Items, are held in the cloud and managed in something called a Content Delivery Network (CDN). We use Amazon Web Services for our CDN.

Item URLS are managed through secure links that expire after a set period of time - this is a standard security protocol.

Occasionally you may visit a session from some time ago where the Items links have expired. You may, for example, use a session that you have previously archived, you have used items from a previous session or you have re-set a session (see below).

In most cases the system understands the issue and rectifies by refereshing the Item links in the background quickly enough for the end user to be unaffected. We have made some changes to the system to improve these 'triggers'.

However, it may on rare occasions take a few seconds to complete the refresh and cause a small delay. We have made changes to the user interface to help explain what is happening.

The good news is that even in the rare occasions this becomes an issue the delay will be a short one so you can keep calm and carry on!

Re-setting sessions 'edge-case'

The ability to re-set sessions in the preparing phase, or shortly after a session has started saves time if errors have been made or changes are needed. However, re-setting sessions to re-use them may encounter the refresh issue described above if the sessions are more than a few weeks old as they are the URLs are likely to have timed out.

Don't panic! The URLs will re-set as described, you might just have to wait a moment of two.

This is an edge case - most people will never see it

It generally takes a week or two for URL's to expire - almost all sessions will 'run' before this happens. As a result you are unlikely to see a situation where Items do not show as described.

Be aware however that local issues with devices, the browser or end user behaviour cannot always be discounted (the same for all software products).

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