Images (jpg, png) Not Loading in iOS Canvas Student Since 6.9.2

[apd508]

Since updating to version 6.9.2 any images that my son’s teacher had loaded in the Canvas courses that’s he had for his kindergarten program are no longer visible. All that he can now see is the image file name and a box where the image is supposed to be. This occurs in both the iPadOS version and the iOS version of 6.9.2.  This makes the course very difficult to navigate as those images were on all of the pages for use in navigation. 

These images are all still visible in the Canvas Parent app and in the Canvas web version. They’re only gone in iOS since the app update  

I have already tried logging out/in, clearing the cache, reinstalling the app, deleting his token and then following those steps again,  hard restarts of the iPad, etc., with no success. I’ve put in a canvas help request and local request but haven’t heard back yet since yesterday. 

Is this a known issue or is there any other potential solution to get these images to show again? 

Thank you. 

 

[rseilham]

@apd508,

I haven't heard of this issue, so I think your best path is the one you already took with reaching out to support to do a deeper dive into this issue. If I hear of this issue (and a fix), I'll be sure to post back. Please do the same as well. Thanks. 

[Steve_Hartnett]

Good Morning, 

We are experiencing the same issue as well (ever since we updated to 6.9.2). Images on the Canvas Student iOS App do not appear. We have also went through the troubleshooting steps of clearing the cache, deleting/reinstalling, etc, but with no success. I have contacted and talked to Canvas Support about this several times and I am waiting to hear back from upper level support. Has anyone heard back from Canvas Support with any ideas/fixes? 

Thanks!

 

[apd508 · Accepted solution]

No, I haven’t heard anything back from Canvas at all to the two tickets I submitted to them. I submitted one on the iPad my son is using and one on the iPhone when I checked it using Canvas Student 6.9.2 there as well. 

I heard from my local district IT that they were running tests but agreed it appeared to be an issue with the 6.9.2 update and were following the ticket and tracking it. 

[Steve_Hartnett]

I noticed that an update (to 6.9.3) was recently released. However, it did not address the problem with images not appearing in the Canvas Student iOS App.

 

[apd508]

@Steve_Hartnett

Same - the issue was not addressed in this update. They are still working on it. Someone posted it was resolved where I identified the issue on the release notes for the last update but apparently that was only another issue directed toward modules they resolved. 

Here is that thread - https://community.canvaslms.com/t5/Canvas-Student-iOS-Release/Canvas-Student-Release-Notes-iOS-6-9/t...

[mdonelson]

Why does Canvas mark issues as "solved" whenever someone comments, especially when they say the issue is NOT solved? So frustrating! A series of comments that the issue is not solved should not be marked as "solved."