Canvas not assigning points for correct answer in NQ

[aleverton]

I have an instructor who has several item banks built in New Quizzes. These are publisher banks she has converted. On two separate quizzes that use these banks, two different students marked different multiple choice questions with the correct answer, a green check appears indicating it is the correct answer but they still earned zero points instead of the assigned points for those questions. Any idea if this is a glitch or if this is a setting that we just haven't discovered yet.

[greydon]

Hello @aleverton 

Thank you for contacting Canvas Support. We're sorry to hear you've been experiencing issues with points being recorded in New Quizzes. There could be a disconnect between the item banks where the answers are essentially housed and the answers within the New Quiz itself. If the teacher has made any re-grading edits, or  alterations to the questions this could also be the cause of the issue. Is it just a couple students where this happens but the rest of the students and questions are fine?

In a situation like this, it would be best to look at this specifically so we can see the course, item banks, and quiz directly. Please feel  free to contact Canvas Support directly so we can pinpoint the source of the issue and provide a solution. Thank you! 

https://community.canvaslms.com/t5/Canvas-Basics-Guide/How-do-I-contact-Canvas-Support/ta-p/389767