Canvas Basic Troubleshooting
As Canvas is a web application, users may encounter occasional errors or unexpected behaviors. This guide walks you through the basic troubleshooting steps and how to get more help when you need it.
- Check your Internet connection and browser.
- Switch to a different browser and try again.
- Clear your browsing history and cookies, then try again.
- Restart your device and try again.
- Contact technical support.
Step 1: Check Your Internet Connection and Browser
Internet Check
Canvas needs an Internet connection to allow participation. A simple speed test can identify if a slow Internet connection is contributing to your problem. Your speed impacts content rendering on your screen, navigating between pages, downloading materials, uploading assignments, taking quizzes, playing multimedia, and participating in video calls.
Browser Check
A quick visit to the Canvas Browser and Computer Requirements guide informs you if the browser you're using is up to date and supported. Take a screenshot of the results in the event you need to contact tech support.
Step 2: Switch to a Different Browser
As browsers behave differently, your next step is to try the action in a different browser. For example, Safari on Apple devices is known to cause more problems than Google Chrome, Firefox, or Microsoft Edge when working in Canvas.
Step 3: Clear Your History and Cookies
When you work in a Canvas course, your browser keeps a record of your activity and saves "cookies" to improve your experience. If switching to a new browser in Step 2 worked, clearing this data can fix the browser that was giving you trouble. It's also a good idea to delete your history and cookies regularly to prevent tech trouble.
Step 4: Restart Your Device
Even though it's a standing joke, turning it off and turning it back on has some truth to it. However, rather than choosing Shut down, select the option to Restart. A computer restart stops all your computer's processes, so you can get a fresh experience to try again.
Step 5: Contact Technical Support
For assistance in completing the steps outlined here, call the UIW Help Desk during business hours. 24/7 Canvas Help is also available through the Help option in the Global Navigation menu. Note the Canvas Help agents do not work for the university.
If you have completed the basic steps outlined in this article and your problem persists, it's time to get more help. Include the following details we need to investigate your issue:
- What type of device and browser are you using? The screenshot from the step 1 browser check.
- What Canvas course location are you working in? The URL for the exact location you are having an issue.
- What action are you taking? Describe what you are doing when you encounter your issue.
- What is going wrong? Describe what happens or if you get an error message.
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What basic troubleshooting steps have you tried already? Explain the steps you have taken to help us investigate efficiently and avoid recommending actions you've already tried.
Support Request Example
What type of device and browser are you using?
I'm using Chrome on a Surface running Windows 11 and my browser check states up to date.
What Canvas course location are you working in?
I'm working in Canvas Student Orientation Assignment 2- File Upload at URL https://uiw.instructure.com/courses/29429/assignments/536096
What action are you taking?
I am dragging my file to the rocket ship to upload a file to the assignment.
What is going wrong?
I get an error message stating Error updating submission draft.
What basic troubleshooting steps have you tried already?
After checking my browser was up to date, I switched from Chrome to Edge and did a browser check for Edge too. Then I cleared my history and restarted my computer. I still get the same error message in both browsers after completing these steps.
