Basic Canvas Troubleshooting
Canvas is a web application, so occasional errors or unexpected behavior can occur. This guide walks you through basic troubleshooting steps and how to get more help if needed.
- Check your Internet connection and browser.
- Try a different browser.
- Clear browsing history and cookies.
- Restart your device.
- Contact the UIW Help Desk.
Step 1: Check Your Internet Connection and BrowserInternet Check
Canvas requires a stable Internet connection. Run a speed test to see if slow speeds might be causing problems. A slow connection can affect navigation, downloads, uploads, quizzes, videos, and video calls.
Browser Check
Review the Canvas Browser and Computer Requirements to confirm your browser is up to date and supported. Take a screenshot of the results for support requests.
Step 2: Try a Different BrowserIf one browser has issues, switch to another. For example, Safari on Apple devices may cause more Canvas problems than Chrome, Edge, or Firefox.
Step 3: Clear History and CookiesYour browser stores history and cookies to improve performance. Corrupt or outdated data can cause errors. Clear these regularly to prevent issues. If Step 2 worked, clearing your original browser may fix it.
Learn how to clear cache, history, and cookies
Step 4: Restart Your DeviceA restart closes all processes and can resolve temporary glitches. Choose Restart instead of Shut down for a fresh start.
Step 5: Contact the UIW Help DeskIf the problem persists, contact the UIW Help Desk. Provide these details to help us investigate:
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Device and browser: Include a screenshot from the browser check.
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Canvas course location: Share the exact URL where the issue occurs.
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Action you’re taking: Describe what you were trying to do.
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What went wrong: Include any error messages.
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Steps you’ve tried: List troubleshooting actions you already completed.
Example Help Desk Interaction
Support: What type of device and browser are you using?
User: Chrome on a Surface running Windows 11, browser is up to date.
Support: What Canvas course location are you working in?
User: Canvas Student Orientation, Assignment 2. View assignment.
Support: What are you trying to do?
User: Dragging a file to upload to the assignment.
Support: What is going wrong?
User: Receiving error “Error updating submission draft.”
Support: What troubleshooting steps have you tried?
User: Verified browser update, switched to Edge, cleared history, restarted computer. Same error in both browsers.