[ARCHIVED] Crocodocs still processing...

[vrichter]

Are any of you experiencing the "Crocodocs still processing" error in SpeedGrader?  I have a teacher who is getting it frequently and she is about to bolt from Canvas.  I have created three cases and have been assured that the resolution was made but it is recurring.  I'm curious to see if you all are experiencing this issue as well?

Thanks, Vi

[kona]

We have Instructors who occasionally get it, but not enough to be a huge problem for any one Instructor. Has support indicated what might be causing the problem?

[lekern]

We have had one report of this within the last week.

[tdelillo]

We still get it sometimes, and it does seem to affect the same teachers repeatedly. I remember someone suggesting it was caused by too many submissions to the same assignment in a short period. So I ask one of the instructors affected if she was having students submit within a short window, for example during a face-to-face class, and she said yes. It doesn't help us resolve the issue, but it might help us figure out why it happens with one class and not another...

[hgage]

I have had this happen to the same teacher twice in one week!  Support has said they will "push the assignment back through," but as of yet that hasn't happened.

[louise_mcmorlan]

Have this issue on 2 separate students work, on 2 separate course versions.  Both documents are in word so file supported, with the correct file extension.  Neither student is involved with large class uploads at the same time so this is not the issue. One has been 'hanging' for 5 weeks.  I am able to download the submissions so I can mark it and I am able to use the marking and comments sections to feedback to both students.

[ilana]

Exact same issue here!

Sent from my iPhone

[crafte]

We have been receiving reports about this as well.

[KimberlyHopkins]

I have reported this issue and asked for something concrete to tell our faculty when they report the issue. Here's what I got:

"Thank you for contacting Canvas Support in regards to the Crocodoc submission not rendering in Canvas. Currently what is occurring, is Crocodoc rendering will sometimes 'queue' submissions, on their server, for rendering during high traffic hours. As a result submissions will sometimes get stuck during this processing and never transfer back to Canvas.

You mentioned hopefully something more specific than a "Instructure is looking into this" so I've reached out to our engineers and they've at the possibility of an update where we can implement a Crocodoc queue system from our side, rather than relying on theirs. That way we have better control over how many submissions are sent to Crocodoc so it doesn't get overloaded on their side. We don't have any set dates for when this change can occur, so I apologize I cannot provide that at this time."

I was also assured that re-submitting would work; I assume there's a caveat  that this is the solution only as long as it was the processing queue causing the issue.

So, huge grain of salt: there's a possibility of a fix on Canvas's side, at some point. But I just thought I'd share what I'd gotten from support.

[jgraham3]

I just had this message pop up on my screen this morning - "Crocodoc is still processing this document". I'm a new user of Canvas so I hope this isn't a common problem because having to download the work, correct it, attach it in the reply to the student is a real pain.

[anthony_coman]

Yes, I'm having the issue as well.  Canvas should realize the severity of the problem, as these queued documents render their evaluation/feedback tools useless.

So far on final assignments, out of 200 submissions, I have come across 8 of these documents, and I'm only 2/3rds through.

[Stef_retired]

 @anthony_coman , have you submitted a ticket? At the moment, the Canvas Status page is showing that document previewing is fully operational.

[anthony_coman]

Do I submit a ticket for each "still processing" document?  I'm unfamiliar with that aspect of the system.

My main concern is that Canvas work to prevent these issues in the future, not to render the docs already submitted. Since the students submitted these documents last week, I assume that the docs simply "got stuck" as per Kimberly's reply, above. In that case, newly submitted documents might be rendering just fine now. 

[Stef_retired]

 @anthony_coman ​, to save time, just submit a single ticket directly from the SpeedGrader location where you're experiencing a preview failure (How do I get help with Canvas?​).

[Robbie_Grant]

 @vrichter ,

We are giving the Canvas Admins area a little bit of love (especially questions that are really, really old) and just want to check in with you.  This will also bring this question new attention. 

Were you able to find an answer to your question? I am going to go ahead and mark this question as answered because there hasn't been any more activity in a while so I assume that you have the information that you need. If you still have a question about this or if you have information that you would like to share with the community, by all means, please do come back and leave a comment.  Also, if this question has been answered by one of the previous replies, please feel free to mark that answer as correct.

Robbie

[vrichter]

I see that this week, this is being addressed by support.  Yay.