[ARCHIVED] Students cannot access files using Canvas App

[joshikov]

We are experiencing a massive cases on this, they can't view the files in Canvas App and they cant even download the files (pptx, ppt) files to be more specific. I checked if they are able to see the File link in navigation bar, I checked if the files are published, all of it are good. But still they can't see it. What could be the problem? Thank you.

[rseilham · Accepted solution]

Hi  @joshikov ‌, 

I have not heard of this issue or seen it at my school. My only guess would be to make sure that the files section is visible to the students in your course settings. If it is, I would suggest you contact your local Canvas support to see if it's an issue with your course or the app. Since  @jcs16  is having the same issue, it seems like it might be beyond your course. If you find out the issue, please report back. 

[jcs16]

I'm having the same problem! Any resolution?

[Shar]

Hi Joshiko Velasco,

What Canvas app are your students using? iOS or Android? and do they have the latest version installed? Version 6.6 is the latest on both platforms.

And were your students able to view or download the PowerPoint files before or is this the first time anyone is trying to feature? Can they view or download other files, like a simple text file? Have you tried a very small PowerPoint in case the file size is too large for their Internet access.

Meanwhile, have your students try to access the files on the mobile device but not through the Canvas Student app. How do I access Canvas using a mobile browser on my iOS device?

That will help narrow down if the issue is with the app or the device.

Hope this advice helps,
cheers - Shar

[jcs16]

I am a student using an updated version of the IOS app. I also tried viewing on the webpage but on both instances I was not able to view or download any documents, regardless of pdf, word, ppt, etc.  

[rseilham · Accepted solution]

Hi  @joshikov ‌, 

I have not heard of this issue or seen it at my school. My only guess would be to make sure that the files section is visible to the students in your course settings. If it is, I would suggest you contact your local Canvas support to see if it's an issue with your course or the app. Since  @jcs16  is having the same issue, it seems like it might be beyond your course. If you find out the issue, please report back. 

[frances · Accepted solution]

Also encountered the same problem. Canvas on android can see pdf files, but not pptx, nor xlsx. "This version of Office doesn't support this file format". The Office apps on my Android have no trouble except when I go through Canvas Android. Any help appreciated. Fortunately converting files to pdf format allows them to open. 

[KristinL]

What happens when you download the file(s) to your device and then open in O365? Since Android phones can be so different from each other, I recommend connecting with your local technology support team. They'll be able to watch you try open the file and will likely be better suited to help you.

[tomaz_turk]

I'm observing the same problem on Android (Samsung Galaxy 9) with Canvas Teacher v 1.9.1. When I tap a file, a new screen appears saying that the file could not be displayed, with a button Open with ... If I tap on it, PowerPoint app comes to life, saying 'Can't open file', 'This version of Office doesn't support this file format'. 

There is no way to download that file from Canvas Teacher app. If I get the same file via email, it opens normally.

Best wishes,

Tomaz