[ARCHIVED] Crocodoc processing issues?

[Adrienne_J_Gaut]

hi all - we've had a few recent issues with Crocodoc processing documents. The effect is that Teachers don't see the Crocodoc commenting toolbar and instead just the preview with the Box icon in the corner.

Edited to add: Not everyone is seeing this. It's random, but recurring and frequent enough to give us a reason to investigate more. We'll download and re-up a student doc that didn't work, and it works.

We heard this back from Tier 1 and I was surprised it wasn't on the Known Issues page

Is this happening to anyone else? Any immediate work-arounds besides students resubmitting themselves or asking students to submit PDFs instead?

Thanks!

[tdelillo]

We don't seem to be having this issue. I just tested it myself, and the Word document is displaying fine, with all Crocodoc tools.

[Adrienne_J_Gaut]

Ah, I just edited my above to add that it's not every time and there is no reason for it to work or not work. Pretty random when it doesn't process correctly. In one course there were 2 student submissions (out of 20) not working and in another a few days later 2 out of 8 students.

Random, but recurrent.

[emily_liepe]

Hi Adrienne! I work at a K-12 district and we've seen this issue as well. It was intermittent at first but seems to be occuring to submissions from whole classes at this point (but not all classes.) Here's what I've heard from a couple of cases with Canvas Support:

Hi Emily!

This behavior of the submission not previewing is related to an open engineering ticket. The root cause is currently being investigated by our Engineering team. I have attached this case to the tracker for this behavior so when it has been marked resolved you will be emailed to make you aware.

Unfortunately, the only current workaround is to set up the assignment as a File Upload submission type, and not use the Google LTI tool for submissions. I apologize for any inconvenience this may cause!
Please let us know if you have any questions and have a great day!

Canvas Support
support@instructure.com
Canvas questions? Check out User Guides, Community Forum and Feature Requests at https://community.canvaslms.com

And

Hey there!

This is a follow-up to our call earlier. In talking to my coworker we were able to track down related reports with Google LTI submission issues. I will be sure to attach your case to the tracker so that you will be notified of when it is fixed. The issue itself is how Canvas converts the documents, it turns the doc or docx selected on the cloud assignment into a pdf which is breaking the preview.

As a workaround you can download the file from speedgrader change the extension from .pdf to .docx and preview it on your end. If you come across this issue again or have any additional questions, please don't hesitate to give us a call or email us at support@instructure.com.

Let me know if you have additional questions,
Ryan Nelson
L1 Canvas Support

[Adrienne_J_Gaut]

Thanks Emily - we aren't using the Google submission, but this is occurring with regular File Upload assignments. 

...I'm not sure it's the same issue

[helpdesk16]

I Agree that this issue may be different, but  @18rn34165 ‌'s reply addresses what we are experiencing in our K-12 system: some are students within one class cannot be graded in Speedgrader b/c the Google document isn't rendering.

[Adrienne_J_Gaut]

...also trying to figure out how to move this to a discussion and not be a question? I don't have options in my Edit settings.

[Stef_retired]

 @Adrienne_J_Gaut ‌, if you have the capability to flip the format to a discussion, you'll find it in the Actions dropdown. I have changed it for you.

[Adrienne_J_Gaut]

Thanks! I do not have the options...

[brendaa]

This happened on a few of our assignment submissions also.  It was not related to Google submissions.  I entered tickets to support and they were able to do something that completed the processing and allowed faculty to use Crocodoc.  It seemed to be happening to random assignments.

[tsowers]

I have seen a handful of random cases like this as well with both pdf & docx submissions.  I have either resubmitted the assignment for the students or submitted tickets to Canvas support which resulted in Canvas resubmitting the files for processing.  I was speaking to our CSM the other day about this issue and he indicated that there might be a new process in the works to help mitigate this issue.

[rdiana]

If you have a chance, could you indicate how you resubmitted for the student? I haven't been able to figure out a way to do that. Thanks!

[tsowers]

Rachel,

Before I do anything, I communicate with the instructor to make sure they understand what i am doing and that it may flag the latest submission as late depending on assignment settings.  Then as Admin, I simply download the file, masquerade as that student, and resubmit the file to the assignment.  Sometimes this also means that I will have to modify assignment setting to allow for an additional student to submission.  Hope that helps.

[rislis]

The only time I got it to resubmit successfully was to be certain that the

file name had no characters or punctuation marks in it. Good luck!

Lisa Risch

Instructional Technology Coordinator

School District of Holmen

608-526-3391 x5932

"Technology is just a tool. In terms of getting the kids working together

and motivating them, the teacher is the most important." Bill Gates

On Mon, May 8, 2017 at 8:58 AM, rdiana@vt.edu <instructure@jiveon.com>

[shero]

We've had this issue as well - the documents were stuck on "processing". We attributed it to bad file names.  Students submitted files with characters, spaces and extra periods, however, we've subsequently submitted files with similar formats and they process just fine. Intermittent issues make it difficult to instill confidence in our faculty with this service. I wish I had more to offer.

[rislis]

The file name made the difference for us when trying to use Crocodoc with Google Slides assignment!  Will have to teach this to my students and staff - no file names with characters is allowed!

[shero]

Lisa - thank you for letting me know that. We keep getting conflicting information. Our Implementaion manager just confirmed today that file names do not impact processing, however, I've seen it make a difference well. I'm glad to know that I'm not delusional! 

[rislis]

Marie,

One technician I spoke to yesterday said that the student should just

resubmit the file. When that didn't work, I called support back and was

told that engineers were working on this because it was a Google LTI issue.

I verified that students who had NO commas in the filename did work, while

students who DID have commas in the file name did not. That's a solution in

my world.

Thanks!

Lisa Risch

Instructional Technology Coordinator

School District of Holmen

608-526-3391 x5932

"Technology is just a tool. In terms of getting the kids working together

and motivating them, the teacher is the most important." Bill Gates

On Fri, May 5, 2017 at 1:25 PM, shero@geneseo.edu <instructure@jiveon.com>

[Renee_Carney]

 @shero  Thank You &  @rislis  Thank You for having this discussion in the community!  You are absolutely going the right path with the support case, but it is also helpful for others to see a discussion of the troubleshooting you have done!  Thank you for continuing to follow up with support!

[rdiana]

This happened to me in my previous class (60 students, about 1 student for each of 3 file upload assignments) but not the class I just finished (7 students, 2 file uploads per week). I have not been able to find anything consistent about the files that don't finish processing.