I want to put this question out there to see if anyone else has experienced this issue. It's hard to tell if this is a Canvas issue or not because there are so many factors involved.
First, we are a high school (8-12) using Macbook Airs (2017) running Mac OS Sierra (between 10.12.3 and 10.12.6). The students and teachers are all one-to-one. I work in the I.T. department and I'm our department's primary contact for Canvas issues.
I have one 9th grade student who keeps getting kicked out of the browser whenever she takes a quiz on Canvas. I have not been able to determine why this is happening. Here's what we have tried:
The student has used several different laptops, including her original and 3 or 4 different spares, all Macbook Airs.
This has happened during Canvas quizzes she has taken in four different classes.
We created a new Active Directory login account for her.
We have had her use three different browsers (Chrome, Safari, Respondus Lockdown Browser).
We have had her log in to her new AD account and as a local administrator.
We have had her use two different Canvas accounts to take the same test quiz.
We have had her logged into her G-suite account on one laptop and not logged in on another.
I ran Malware bytes and removed any strange Chrome extensions I saw.
I have taken two different quizzes (the test quiz and a Geography quiz) while logged in as her with no crashes.
So the only common factor is her.
I can't figure this out. It's completely baffling me. Any thoughts? Has this happened to anyone else?
Mount Carmel Academy
That is a really interesting one. I have a bit of a strange question, but it is the only thing that has immediately come to mind (and apologies if it sounds basic). I have experienced things in the past which leads me to this as a good additional troubleshooting step (when you have exhausted everything else like you have).
Have you observed the issue yourself alongside the student without guiding them at all? I have seen a few times where a very specific set of circumstances arose due to something the user themselves was doing. The only way to ascertain this was to observe them with zero guidance, we then found something that they were doing, that we never thought of (and had previously guided them around, when walking them through it).
Also, to gather a bit more information, when you say kicked out of the browser, I assume you mean a complete browser crash as opposed to being logged out? (again, good to be thorough to get all the facts).
Oh, and do you have roaming profiles of any types, and things that were copied across to the new AD account at all? (trying to understand if there could be anything that is unique to her user profile on the computers, that may inadvertently occur each time she logs in to a new machine).
Look forward to your thoughts, I will continue to ponder this in my mind as well and see if I can come up with any quirky ideas.
Thanks, Stuart. I’ve watched her take a couple of quizzes and I haven’t observed anything out of the ordinary. Maybe I need to pay closer attention to what she’s typing/doing.
Yes, kicked out of the browser means a total browser crash. And this happens in Chrome, Respondus Lockdown Browser, and Safari. It’s odd because I don’t think there is any kind of accidental button combination that can close the browser if you’re using Lockdown.
We don’t use roaming profiles. The only thing we have set up is whenever a user logs into a Macbook for the first time, a mobile profile is created for them on that computer so they can log in off campus.
We created a new Active Directory account for her after it started happening and she’s been using that to log in, however, that didn’t make a difference.
I’m at my wit’s end with this. I contacted Canvas support but they can’t figure anything out either. I even tried to do a video screen capture with Quicktime to send them but the recording stopped before anything happened.
Mount Carmel Academy
Wow, that is a nail biter. OK, just jumping in to let you know I have read this, I am going to need a day to let my mind ponder this and see what I can conjure up.
Will get back to you soon hopefully with some more ideas!
All righty, so it has been a slow journey in to work and I have been able to get some initial pondering, thinking and ideas in. I will continue to ponder this today and see what else I can come up with but these should be some good next steps.
All righty, so we have eliminated the roaming profiles and active directory account, goodo!
All righty, please let me know how you go, and I will continue to ponder while I await your thoughts.
I've been out sick for a few days and I haven't heard anything from student's teachers except that she was able to take one quiz without it crashing. I'm going to check with them for a status update and let everyone know.
It's affecting only one student using exclusively Macbook Airs?
Have the student use a Windows computer to see if this student may be having Mac cache problems with AD, especially if these are imaged Macs. If it works, then look at the Macbook Air's logs to see if there is anything failing.
Most browsers have developer tools - for instance in Chrome it's the Settings (3 vertical dots), then "More Tools", then "Developer Tools". When Developer Tools loads, check for errors and read the error messages closely as they sometime point to the issue.
Another tool to use is an HTTP analyzer like "Fiddler" - I think they make a version for Mac. You can use this to analyze/record traffic and even though it may crash the browser many times you can tell what killed it.
Assuming that the quiz in question is not requiring RLDB - the final suggestion is to try Firefox.
You'll get this, it's just persistence.