A professor currently having an issue with Canvas notifications not being pinged.

[Jesuscruz2]

I received a call from a professor today regarding an issue with not receiving notifications from Canvas. After reviewing his notification settings, I confirmed they were correctly configured to send alerts; however, he is still not receiving them. Additionally, I checked the admin tool and verified that the notifications were being sent, and the system shows that he was indeed notified.

The professor initially reached out to the IT Help Desk, but they were unable to resolve the issue. We also examined his iPhone settings and notification preferences, and everything appeared to be functioning correctly on that end as well.

Any further assistance or insights into this matter would be greatly appreciated.

[melodyc_lam · Accepted solution]

@Jesuscruz2 Have you checked and ensured that the email the professor provided is not being marked as "bouncing" in Canvas? Check the "Ways to Contact" section in the user's settings. If it has a exclaimation point next to the contact, that means you'll need to unbounce the address -- you can contact Canvas support for this.

Edit: for some reason images won't attach correctly, so I just added it as an attachment. 

[melodyc_lam · Accepted solution]

@Jesuscruz2 Have you checked and ensured that the email the professor provided is not being marked as "bouncing" in Canvas? Check the "Ways to Contact" section in the user's settings. If it has a exclaimation point next to the contact, that means you'll need to unbounce the address -- you can contact Canvas support for this.

Edit: for some reason images won't attach correctly, so I just added it as an attachment. 

[James · Accepted solution]

@Jesuscruz2 

In addition to what @melodyc_lam wrote, can you go into their email via web client rather than just through the iPhone? It may be that there is a mail filter set up to automatically do something with the notifications. For example, they might get deleted or put into another folder that the instructor isn't checking. Sometimes people create filters without fully understanding the ramifications.

You might also check their spam or deleted folder.