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mfreedman3
Community Participant

Disappearing Graphics

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I have jpg images which display just fine, then for no apparent reason they disappear, only showing the file name.  Is this a bug? Am I doing something wrong?

279413_pastedImage_1.png

1 Solution

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acompton
Community Participant

We are also battling this problem and it is getting more prevalent. We've submitted multiple tickets, and our faculty have also submitted individual tickets. The popular response is to clear the cache or use another browser. Neither of these are appropriate fixes. One of our IDs is clearing her cache a minimum of once a week. She also teaches as an adjunct at another university and is having the same issue with her courses there as well. We were initially told that Instructure wasn't aware of any problems with missing/disappearing images, that there was something a couple of years ago that had long been resolved. It is getting frustrating.

Some of our faculty have removed all images from their courses because of this, and that cannot continue to happen. My next fear is that it will happen to a student taking an exam/quiz where they have to identify something in an image, but the image doesn't show up (many of our science faculty use images in this manner). For an online class, this is a one attempt assessment that is normally timed. When this happens, this student is panicked. Bottom line...this is happening in multiple browsers (all supported), at multiple institutions, on multiple networks, on multiple devices. I understand there can be many reasons for why it is happening, but I'd like for support to acknowledge that it is a real issue and they are working to resolve it. Canvas is such a great LMS and has had such great support. This particular issue is causing frustration, and we're hearing it from our faculty and feeling it ourselves.

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145 Replies
jdick1
Community Participant

I've had this happen before as well. When I contacted the Canvas Help Desk, they suggested I clear my cache and that did the trick.

mfreedman3
Community Participant

Thanks,

I was wondering if this was a Chrome issue as it was clean on a mobile

browser. Either way, this doesn't happen with other sites, so that may just

be a deflection.

I reloaded the graphics to clear it up.

On Fri, Jun 15, 2018 at 8:03 AM, jdick@andover.edu <instructure@jiveon.com>

tamychapman
Community Contributor

This is dejavu. I was coming here to ask the same question. I experienced this as an instructor when students couldn't see images I'd put in quiz questions. Canvas Help told me to refresh the page, but students can't really do that in a quiz. So I had to stop putting images in quizzes. 

Now, I'm an admin and we're trying to put a standard home page in all our courses. I added the jpeg to Files and created a Page with the image on it for about 50 courses. They all looked fine on my computer, but then I learned that when the instructors opened the Page in their course the image wasn't displaying. 

What is another solution other than emptying the cache? You can't tell the whole campus to do this just so they can view the banner on the homepage. I mean, you can, but most won't know how.

mfreedman3
Community Participant

Right - clearing cache is only a stop gap. There has to be an issue here.  Anyone know how to ask Canvas to look at this?

stefaniesanders

I've had the images not appear before. It's a very intermittent problem. But if everyone can't see the same image, I would suspect that maybe the image is linked to somewhere those users don't have access. I've had content specialists copy and paste content from page into a different course. The picture works for the content specialist because they have access to both courses, but the teacher doesn't have access to that first course. So the teacher sees a bad image link. The content specialist never knew anything was wrong until someone told them the images weren't working.

mfreedman3
Community Participant

This happened to me on a canvas.net course in January, and the Canvas.net people said it was operator error. 

 @mfreedman3 ‌, there are numerous variables that might account for this: where the images reside, how they were added to the item, where they appear within the course. Canvas Support would need to have a look within the course itself to determine why this might be occurring in each case, so if this is happening to you, please initiate a support case (How do I get help with Canvas as an instructor?‌) 

mfreedman3
Community Participant

I always put all images in my class's file section, so don't have this

angle on the problem.

On Mon, Jun 18, 2018 at 5:19 AM, crafte@easternflorida.edu <

tamychapman
Community Contributor

I'll add some more details. I was adding the same jpeg from the old course to the new course's Files. Then I was copying and pasting the html from the old course into the new course's Page. I thought it was working because it looked ok on my computer. From what others have said, I can understand how it might have worked because I had access to both locations, but it didn't work for the instructor who didn't have access to the course I copied from. Maybe that explains why when I was teaching my students couldn't see some of my images. They might have been copied from my other courses, which students didn't have access to. Just my latest working theory.