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lwest
Community Participant

Image Files Have Quit Working

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HELP!!! I am hoping that someone in the Community will have some insights into this problem. I've had a major issue develop in my University course on a scale I have never seen before. A fundamental aspect of my content presentation has quit working. I have raised this issue with the my university's instructor support staff but this problem is so serious and so immediate that I am blasting out via any channel available to try to get this resolved. 

I author most of my content in HTML using Dream Weaver making extensive use of inline image files accessed using relative hyperlinks. The content is uploaded into Canvas Files (mirroring the file structure on my local computer) and I deliver the content to students by adding key HTML file links to Modules and some to a single Canvas page which serves as my home page. 

As nearly as I can tell ALL image files uploaded on or after February 9th have quit working. I have seen this problem before but always at the single file level, never with almost the entire content of the course affected and never with the inability to correct the problem I am now seeing.

While I haven't tested each and every file the following symptoms seem to be applying to all of the affected files and they definitely apply to all of the files I have tested:

  1. All of my images appear when browsing folders containing images in the Canvas Files system but their behavior varies depending on when they were uploaded.
  2. A broken image symbol displays in the hosting HTML page, either when the HTML page is clicked on in Modules or in previewed in Files. 
  3. When viewing the folder listing for image folders in Files there is no preview for the image (the little boxes to the left of the file name). As I type this I cannot see previews of image files in the Files | Modules | 04_SuperSubType | SQLImages folder or later but can see preview images in Modules 2 & 3.
  4. When browsing an image folder in Files I get a broken image icon when clicking on an image file in Modules 4 and later but see the image previewed in Modules 2 & 3.
  5. If I create a dummy page in Canvas and attempt to add an affected image via the embed image control the images all show in the selection dialog but when one is chosen the image dimensions do not populate.
  6. If I browse images in the Canvas Files system and attempt to download an image file I get two behaviors depending on if the image is in the older (pre Module 4) batch or the newer batch.
    1. If I attempt to download an older image it downloads and displays in an image viewer on my local computer properly. 
    2. If I attempt to download a newer image I get an almost empty browser with "JWT rejected: user authentication failed" in plain text. 

I have had this trouble before on an individual file level and have ALWAYS been able to correct it by re-uploading the image and overwriting it in the Canvas Files system. This has quit working. I have tried it with wholesale deletion of image folders and deletion and re-upload of individual image files.

I strongly suspect that this behavior is recent as 60 students would have been screaming if it had happened earlier.

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1 Solution

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lwest
Community Participant

The problem seems to have resolved itself by 9:00 AM EST. The problem was definitely still happening when I posted this original message. 

If anyone has any insights on what might have been going on with this I'd sure appreciate knowing about them. 

View solution in original post

5 Replies
lwest
Community Participant

The problem seems to have resolved itself by 9:00 AM EST. The problem was definitely still happening when I posted this original message. 

If anyone has any insights on what might have been going on with this I'd sure appreciate knowing about them. 

View solution in original post

jlovegro
Community Member

I am having a similar problem. It has occurred 3 times in the last 3 days (with image files recently uploaded by me).  Other users can view the image without problems.  It appears to be working fine in IE, but not Chrome (my usual browser). I will do some more experimenting.

crodriguez3
Community Participant

This started for us with a student complaint the two weeks ago. Students were attempting to access a quiz that had graphics in it that were previously linked in another classroom.  Canvas support was able to confirm that the bad links were ones that were actually pointing to a different classroom. We were able to resolve the links and get the quiz to work after that. 

But yesterday we had an instructor upload a couple of new files and link them to a page in her classroom. Every time she tried to test them she got the error. We used the link resolver to make sure the files weren't older and linked to another classroom (which they weren't). After some initial troubleshooting, I had her clear her browser cache.  Now everything is working fine.

My first suspicion was that the initial complaints were files that were actually loaded prior to the fileserver storage change a couple of weeks back, but that wouldn't have been the case with the second issue.  I believe that the error indeed needs a bit more investigation since we have two varied incidents all within a couple of weeks span.

lwest
Community Participant

I'd reported that this problem had resolved itself but it seemed to only have been toying with me. The problem now comes and goes. 

rebeccastacey
Community Member

I am having this issue, as well, and so are several of my colleagues. It would be great to have some troubleshooting tips for this!