Scenario


It may potentially happen at times due to browser updates, updates to Canvas, etc that screens may appear blank or that certain elements in Canvas do not work or certain screens may appear blank.

While these may often be specific items or features within Canvas, as a first step, it may be useful to try the below tasks to see if any of these will allow you to access the feature you are trying to get at.


Solutions


If none of the steps work, please contact Canvas Tier 1 Support immediately and identify to them that you are having difficulties accessing Canvas.


1. Clear your browser cookies & cache

Browser cache is a collection of web page data stored on your hard drive or in your phone/tablet storage. Sometimes this causes issue, so clearing your cache forces your browser to use the newest data available from the Canvas system.

Guidelines for clearing cache for chrome, firefox and safari are available here:

2. Current browser version 

Canvas recommends using  the most up-to-date versions of Chrome, Firefox, Edge, or Safari for accessing Canvas. 

Please ensure your browser is up-to-date.  If not, update it, restart the browser and try to access Canvas again.

Note: While all major browsers are supported, Chrome and Firefox report less instances of issues.

3. Turn off plugins

Some browser plugins or extensions (Grammarly, Adblock, etc.) may conflict with Canvas and affect functionality.

Please attempt to disable any active browser plugins (guidelines on how to do so are available for Chrome, Firefox,  Safari, Edge), restart your browser attempt to access Canvas  again.


4. Try a different browser

To ensure the issue is not related to the browser you are using, please attempt to access Canvas using a different browser (such as the ones suggested above). 

This can assist in troubleshooting by identifying if the issue is browser specific.


5. Use an incognito/private window

You may find that using the incognito or private mode for your browser can help to “turn off” any browser plugins or extensions and/ or may avoid issues related to browser cache and cookies.

Attempt to access Canvas in the incognito or private browser mode and see if this makes a difference (please note that this assumes plugins are not enabled in incognito mode, which may not always be the case.)


6. Check Connection

When attempting to access Canvas, if your internet connection is not strong enough, a delay can cause a timeout in the secure connection and cause system access.

Canvas recommends a minimum Internet speed of 512kbps. You can check your connection via Google. If you are on a wireless connection please attempt a wired connection to improve speeds.

If a wireless connection is only available, please ask others in your house to temporarily turn off or restrict their use of the internet while you access Canvas. Please ensure that your smartphone or any other personal devices are not using up bandwidth.


7. Check file size

If you are uploading a file, there is a file size upload limit of 500 MB for submissions in Canvas, but even large files below this limit can take a long time to upload. If your file size is large and you are having difficulties, please contact your instructor


8. Check for network router/ firewall 

Some internet service providers (e.g. at a workplace or free Wifi locations) may not allow a connection to port 8443 which is what Canvas uses to authenticate. If this is the case, you will need to find a different location to access Canvas from.

Please be aware that some Anti-Virus or Firewall software may also block port 8443 which will prevent connection to Canvas. If this is the case you may need to go into your computer’s firewall settings.