Cannot edit email address for Canvas students

[JaniceHaller]

I am a Canvas admin and this is a paid account (not free for teachers).

I am unable to edit any student's email. I can add people, but I cannot go in and alter their email later. I checked for courses that ended and ongoing courses. I am supposed to be able to edit the email addresses, but for some reason I cannot.

I am listed as an Account Admin and have already followed the steps listed here. 

However, when I get to the part where I opened the user's profile, underneath the Time Zone, there is NOTHING. I don't have any of the options listed. What is going on?

[melodyc_lam]

@JaniceHaller Have you checked the Permissions page in Canvas to ensure that you do have the correct permissions applied to the Account Admin role? 

Also, just want to make sure -- are you admin at the top level account in Canvas? You may be an Account Admin but at a sub-account, and some actions may not be available at the subaccount level. 

[JaniceHaller]

Hi! Thanks for replying.

I can verify that I am the Account Admin and that all of the permissions have been enabled for the Account Admin role. A coworker is now sub-account admin (she used to be the admin) and we have another coworker who is the Instructional Design Admin. 

[melodyc_lam]

@JaniceHaller Hm, that's interesting. I'm wondering if there's something in your theme (like custom Javascript includes) that might be hiding those items from you.

Some things to try:

1) Log into Canvas through an incognito window and check -- if these items show up, then some extension is causing these items to be hidden and you'll want to disable that extension that's causing the items to be hidden

2) You can turn off any theming/custom Javascript by adding ?global_includes=0 to the end of the URL. For example, https://<your institution>.instructure.com/accounts/XXXXX/users/YYYYYY?global_includes=0 It may show up once you turn off the theming/custom Javascript -- and if it does, then check your custom JS or theming for anything that may be hiding those items.

[JaniceHaller]

@melodyc_lam Thank you for the detailed steps!

I tried both steps 1 and 2. Neither of them worked. I cannot see any edit options under Time Zone. Everything looks just as it does without going through incognito or adding the ?global_includes=0 at the end of the URL. 

[dbrace]

Hi @JaniceHaller,

There is something unique going on then.

Have you reached out to Canvas Support or to your CSM and asked them to act as your admin user account to see if they can duplicate the problem or provide an explanation?

-Doug

[JaniceHaller]

I am trying to figure out how to reach Canvas Support. Do you have a link to it, @dbrace ?

[melodyc_lam]

@JaniceHaller You can use this article for methods to reach Canvas support. You can go through the teacher method of getting to the support chat/phone number.

[JaniceHaller]

Thanks @melodyc_lam and @dbrace . I appreciate your guidance and help!

[dbrace]

You are welcome, @JaniceHaller.

If you are willing, please come back here after this as been resolved and let us know what the problem was and how it was resolved.

-Doug

[JaniceHaller · Accepted solution]

Came here with the solution! Thanks for your help, @dbrace and @melodyc_lam 

In my Canvas instance, it clearly showed that I was made the full admin and coworker as the sub account admin. However, the CTO of our organization said that the change needed to be made on THEIR end and not on our end. So it reflected the changes were made, but they were not accurate. The CTO had to change it on their end, and now I am an actual full admin.

So, moral of the story, don't believe what you see if you are part of an organization that has an MOU/Deal with Canvas. You will likely need help from a higher up.