BigBlueButton is not showing in some student's canvas

[LuizaCaou]

All my students use canvas through the Lenovo tablet (Android OS) they receive from the school to attend the online classes, we've been doing this for over 3 years now and never had a problem... but since December for some students, big blue button is not showing as an option... so usually we uninstall and reinstall the app on their tablets to work... and it does!

But today we had a student that we troubleshot, and it didn't work... we tried opening canvas through the Chrome app also BBB wasn't an option, we tried her Iphone also BBB wasn't showing...

 What can we do to solve this issue?

Ps: I'm an Admin, so I'm the one who creates the classes and adds the students... I double-checked her account 3x just to make sure it wasn't a mistake that I could make, and she is equal to the rest of her class, but everybody else can see BBB but her!

[Chris_Hofer]

Hello @LuizaCaou ...

I am not sure of an answer for you, but I would like to bring @ffdixon into this conversation in hopes that he will be able to help answer your question. Good luck to you!

[LuizaCaou]

Thank you @Chris_Hofer.

 I'm still waiting for some help... It's happening every day with different students, but not all of them...

HELP 😢