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Community Member

Missing Exam Submission

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Hi all,

An instructor asked me this question, and I have no clue why this is happening.

A student submitted an online quiz, and she sees the grades. But the instructor cannot see the submission. As far as the instructor and I can see, there is no submission of this quiz. For her, the clock of the exam is still ticking (it's not a timed exam). But on the student's screen, her quiz was submitted, and she got a score.

Her logs show up normal compared to those whose submission was received. So I'm not sure what is happening. Does anyone have any insights?

1 Solution

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Community Member

OK I think we figured out what happened, and it actually is extremely similar to the case that I mentioned in my previous reply to‌. Here is what the instructor said:

"I think what happened is that the student started the exam on her computer, a Mac. When Excel froze on that computer, she opened needed Excel files from a CLC computer, which required going into the exam quiz to access file links. She submitted from the CLC computer, but Canvas did not record that, even though it was scored - a 90 before questions that I needed to manually grade. The score of 90 matches my sense of Danielle's understanding of the material.


Students have opened exams in multiple machines before, and I was nervous the first time, but it worked fine - until this case! Perhaps I should have a separate module of files for exams, so an exam quiz is open only for answering questions."

Combined with the previous example (see reply above), it sounds like (either sometimes or always, we cannot verify at this point) Canvas takes the first time ever opening the quiz as THE attempt to keep the score of, although it would make the most sense (to me and to others I hope!) if the session actually submitted, no matter if it was the first time the quiz was opened, should be regarded as the attempt to keep. If someone could get the attention of Canvas to fix this flaw, it would be great! As you can see it happens more than once.

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18 Replies
Community Coach
Community Coach, super strange! Screen shot everything (or make a video) and submit it to Canvas Support!

Community Member

Hi Kona,

I don't have the student's screenshot. But I could screenshot what I see on my end. 

And this may be an entry level question, but is Canvas Support an email or a website? 

Community Coach
Community Coach

If possible, I'd verify again what the student is seeing - a Canvas admin can log in as the Student to see exactly what the student is seeing. As for Canvas Support if you have the Help link in Canvas you can click on it and "Report a Problem." This goes to Canvas Support.

Community Member

I am a sub account admin. I don't think (correct me if I'm wrong) that I can log in as the student? But I will ask the student for a screenshot if I can't. 

Community Coach
Community Coach

That should help!

as a subaccount admin, you don't have the masquerade feature.  I'd suggest trying to find a root account admin at your institution to assist with that.


The only thing I'd suggest double checking is that everyone's in the same Canvas instance.  For example, if you and the instructor are in Prod (, but the student took the quiz in Test (, you and the student would be seeing different info.

Is the student using the app or a traditional browser?  What do the page views look like?

Community Member

I did. Thx

Community Member

Yes everyone is in the same instance. And the student was using a traditional browser. The page views looked normal. They show that she started the exam at the expected time and since it was an open-book exam, she was visiting various materials on the course for the 2 hours.