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kimberly_smith1
Community Participant

Images embedded in Pages disappear/reappear at random?

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Images (which I have saved in my Course Files and then embedded in Pages in my course) will sometimes disappear, and are replaced with the name that the image has been saved as. The image will then reappear at a later time. Is there a way to keep this from happeing? Here is an example:

262429_pastedImage_1.png

50 Replies

Hi  @kimberly_smith1 ‌

I've had a few conversations with support regarding this issue. My most recent case: 02688342 was a little different to my previous ones. All images displayed correctly for me and when viewing the page as admin and also under 'student view' however when I log in as an enrolled student, the images did not display.

I tested this on various computers in the office, chrome, FF, IE, clear cache etc without any resolution. It still only happened when logged in as an enrolled student.


Let's hope

Hello Joel,

Oh no! Smiley Sad Thanks so much for the 'heads-up'!! Can you tell me, does this appear to be intermittent or continuous?

Since I do not have 'admin' status, I cannot 'masquerade' as a student (only have the 'student view'), so I would not have been aware of this until after students started accessing my course in a couple of days. I will call my institution's Canvas Help Desk first thing tomorrow when they open - to find out what they see when logged in as an enrolled student in my course.

I received an email from Canvas late this afternoon which said "...engineers have deployed a temporary fix for this issue, which should allow images to show correctly for you in Canvas until a more permanent fix is in place...".  It seems more work on the 'temporary fix' may be needed. 

P.S. I will post your update to some of the other places where this conversation is occurring. Thanks again!

Hello Community...

I received the following update to my case #02672254... "engineers have deployed a temporary fix for this issue, which should allow images to show correctly for you in Canvas until a more permanent fix is in place." This issue did appear to be resolved when viewing my course as an instructor. 

However...

Joel Brown posted the following today at https://community.canvaslms.com/message/91785-re-images-embedded-in-pages-disappearreappear-at-rando... 

"I've had a few conversations with support regarding this issue. My most recent case: 02688342 was a little different to my previous ones. All images displayed correctly for me and when viewing the page as admin and also under 'student view' however when I log in as an enrolled student, the images did not display. I tested this on various computers in the office, chrome, FF, IE, clear cache etc without any resolution. It still only happened when logged in as an enrolled student."

So, I wanted to pass along the 'heads-up'. Since I do not have 'admin' status (cannot 'masquerade' as a student  - only have the 'student view'), I will be calling call my institution's Canvas Help Desk first thing tomorrow when they open - to find out what they see when logged in as an enrolled student in my course. Other 'non-admins' may want to do the same?, and perhaps update their cases with Canvas engineers accordingly?

Hey Kim

It was continuous. I've just gotten back from 2 weeks leave and had look today and found another curiosity with it.

On one computer as that enrolled student, it now displays the required images. 2 weeks ago, it never displayed at all. The course was brand new and from day 1, it wouldn't display for the enrolled test student.
What is weird about it displaying today is that it displays intermittently when logged in as the test student but not at all if the browser (chrome) is set to Incognito. While not set to incognito, if I view the home page as the test student then move to another page before selecting home again, it does not always load correctly.

I received the same email from the support team so its good to know that from all of our cases going through, it's likely we will see some resolution soon.
I have these brand new courses set to go live on the first of feb so hopefully, it will be all resolved shortly. 

I did find a fix previously when I was building my first few courses. That fix was to delete the existing images and upload them again to each individual course.
All of my current display issues are on new courses where I have copied content across from an existing course. I am hesitant to delete and re-upload as I want the issues to still be present while the support team explore this for a permanent fix but if It comes to the end of Jan, I will replace every image manually and hopefully, that will resolve the issue. 

Goodluck with your courses and the new students going into them. Fingers crossed all of the content displays as it should for the enrolled students. 


Joel

Hello Joel,

Thank you for these details. Because my 'instructor' and 'student' views have been working, and because Canvas has reported that this has been given a temporary fix, I assumed this issue was resolved for now. At this point, I am freaking out a bit (actually a lot)' my students will be loaded into my courses this Friday. Unless this gets resolved right away, I will need to change many of my pages and assignments, as well as course navigation, so that students can actuall use my course Smiley Sad 

kimberly_smith1
Community Participant

A quick update...

I inquired (via my ticket email) as to the embedded images for 'enrolled student' an received the following response:

Thank you for your reply to Canvas Support. I have checked on our tracker and our team is still working on this behavior and trying to correct it. At this time I don't have an ETA on when this will be resolved, but when our team does resolve this we will update you through your email and this ticket. If you would like us to check through your student's view in Canvas at some of the affected pages, could you share us links to those pages? If you have any further questions for Canvas Support, please let us know. We're happy to help where we can.

L1 Support
support@instructure.com

ref:_00DA0Ibsk._500A0ZCw5V:ref

So, I guess this issue is not fixed Smiley Sad. If anyone has better news, I would really love to hear from you. My students will be getting loaded into my courses in less than two days.

kimberly_smith1
Community Participant

A final (?) update..

Students have now been loaded into my courses and, after speaking with the Canvas Help Desk at my local institution, it appears that 'enrolled students' are able to view embedded images. Yay! So, perhaps the disappearing images from 'enrolled student' view (mentioned above) is separate from the one that engineers have been working on. If anything changes (as students begin accessing pages and assignments), I will follow-up. If you are experiencing something different, please keep us posted.

Many thanks to everyone who participated in helping bring the urgent 'diappearing images' problem to the attention of Canvas engineers (submitting problem reports and shaing case numbers with the community)! 

sibley
Community Participant

Just to let the engineers know....still isn't fixed as of Jan. 29 on Canadian instance of Canvas

jim

kimberly_smith1
Community Participant

Hello Jim,

If you have not already done so, you may want to submit a ticket to Canvas support (or follow-up on one already submitted. As I understand it, the engineers do not review these posts. Rather, I believe they come in to the mix when there is a need yo investigate issues that cannot be resolved by 'normal' tech methods. The engineers released a temporary fix to the 'disappearing images' problem a few weeks back, but It sounds as though that fix is not working for you? It might be important that they are aware of this before releasing the more permanent fix on Feb 03.

sanida_supochta
Community Participant

Hi,

Any more update about this problem. We just got students reported that they cannot see images in the quiz. They are using Safari and FF. We're reporting this problem to CANVAS.