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Community Member

Student's Canvas quizzes keep crashing

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?


Paul BIleci

Mount Carmel Academy

I.T. Department

22 Replies

So I created a test quiz for her to try with a combination of multiple choice and essay/short answer. I know many teachers put pictures in their tests. The thing is, this has happened only to this one student and no others. She is the only one with this issue. I'll take your suggestion about having her use a mouse instead of the touchpad. 

At one point, I video recorded her hands to see what she was typing but that didn't help.


Has anyone found a solution to this problem? We're experiencing something similar.



We never seemed to get to the bottom of this one, it was an absolute nail biter I will admit. 

I wonder if you could possibly go through the previous questions asked in the thread and provide information relevant to the problem you are experiencing. That should help bring us up to speed relatively quickly and then we can pick up diagnosis from there.

Look forward to hearing from you and we can continue our sleuthing expedition!