Below you’ll find a list of issues you might encounter when working with Canvas and what to do to resolve them.
I need to know how to…
For general questions about how to use Canvas, contact 24/7 Canvas Support. Canvas offers technical assistance 24 hours per day, 7 days per week. When logged in to Canvas, click the Help button on the Global Navigation. Faculty/Staff call 833-639-7629 or chat with Support. WashU-specific concerns are addressed below.
I can’t log in to Canvas.
- Verify your WUSTL Key is working by logging on to WashU ONE.
- If you can’t log in, your WUSTL Key is NOT working. Visit the WUSTL Key web site for more information.
- If your login is successful, you WUSTL Key IS working, make sure you are logging on to the correct version of Canvas.
A course missing from my Dashboard.
- In Canvas, click Courses on the global navigation, and then click All Courses. Does your course appear there? If so, mark it as a favorite to add it to your Dashboard.
- If the course is NOT listed:
- Is it more than 90 days before the start of the term in which the course will be taught? (That’s when courses are loaded.)
- If the course is in a current term, check with your school registrar to make sure you are assigned to the course in SIS.
- If you are assigned to the course in SIS, contact your School Canvas Administrator.
A student is missing from my course. What do I do?
- Verify that the student is now showing up on the People tab in your course.
- Check WebFAC to verify the student is officially enrolled in the course.
- Verify that the student did not enroll TODAY; enrollment may take up to 24 hours to process.
If the person IS NOT on the People tab and IS enrolled in the course AND did not enroll today, contact your School Canvas Administrator.
I need to add someone to my class.
Generally, course roles are added by school registrars via WU Course Listings, as described in the Canvas Roles & Permissions Summary. The registrar links the individual to the course in SIS, and then the role will flow through to Canvas. Contact your school registrar to add the person to your course in SIS.
To add an Observer, Guest, or Guest Student, contact your School Canvas Administrator.
Students can’t access my course.
Verify the course is published. See How do I publish a course?
Students can’t access a course file or component. (e.g., They receive an “unauthorized” message.)
Students may be unable to access files or course components for the following reasons:
- It is a component (e.g., module, page, assignment, discussion, etc.) that is in Draft State, meaning it’s unpublished. Publish the item. Learn about drafts and publishing.
- They might be clicking a broken link, whether it’s internal or external to the course. Verify the link is pointing to the correct component or URL. If you’re unable to locate the broken link, validate the links in your course.
Copying a course component link (e.g., a discussion link) from one course and pasting it into a different course is particularly problematic, because each course is assigned a unique Canvas ID.
I want my name to display differently.
Canvas displays the “preferred name” you provided to WashU. If you haven’t already, submit a preferred name according to the Preferred Name Policy.
I want to merge multiple sections of a course.
Canvas course sections may be merged into a single Canvas course of your choice using the Canvas cross-listing feature. However, a cross-listing MUST be completed before the courses/sections are published and before students submit course materials. Find out more about cross-listing and how to cross-list.
If you have Instructor permissions in each of the courses/sections to be merged, you are able to complete a cross-listing on your own. If you need help completing the cross-listing, contact 24/7 Canvas Support,available via the Help button in Canvas and/or watch this video demonstration.
If you do not have Instructor permissions in each of the courses/sections to be merged, contact your School Canvas Administrator for assistance.
After sections have been merged, students will only see the course number and title of the chosen course in Canvas (to which you added the merged sections), although individual section groupings are retained in the background. You will want to notify your students of the merged course number and title so they will know what to expect. For example, you might send an email explaining how the course title and number will appear in Canvas.
If at any point you decide you need to undo a course merge, please contact 24/7 Canvas Support for assistance.
Who is my School Canvas Admin?
Refer to the list of contacts in the “School-Level Support” page of this website.
What is the process for submitting grades from Canvas to EGrades?
Click to access the Canvas EGrades Quick Guide.
How do I use Turnitin?
Visit Turnitin for step-by-step instructions.
What is Turnitin's Similarity Report and how is it interpreted?
What should I do if I plan on using content from another LMS?
Visit the section titled “Preparing and Migrating Content” on the Hello Canvas website.
How long should courses be accessible after the end of the term?
Generally, courses will be available for 365 days after the end of the term. Note: Instructors or admin can make changes and end access sooner or keep them accessible longer, if needed. Refer to the Canvas Community to learn how to change the start and end date for a course.
How do I suggest a Canvas feature enhancement?
Canvas welcomes ideas from participants of the Canvas Community and routinely incorporates submitted ideas into the company’s product development plan. Ideas may be submitted by instructors, system administrators, and educational leaders like you. For details, read the article Canvas Feature Development Process.
How do I request a new organization?
If you think you need an organization in Canvas, run the Organization Wizard. It will present a short series of questions and recommend an appropriate software alternative, based on the answers you provide.
We will begin accepting new requests in May 2019.
When will Blackboard be retired?
Blackboard will be retired on December 31, 2019. To learn more about the retirement process, including accessing and saving course materials, historical data, and exporting courses, visit the Hello Canvas FAQ page.