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MauricioFerrari
New Member

Permanently unread messages

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Hello,

We have some users (both proffessors and students) having problems with the messaging system in Canvas.

They report that after refreshing the page, all newly read messages will be marked again as unread.

Also, some new messages will be marked as read without having actually read them.

Another problem is that proffessors are receiving messages days after they were sent.

 

Is there a way of checking the cause for these problems?

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1 Solution
greydon
Instructure
Instructure

Hello @MauricioFerrari 

Thank you for contacting the Canvas Community. We're sorry to hear you've been experiencing issues with the canvas messaging  system.  The  things  you  have described are certainly abnormal  and not as intended - messages should not refresh as unread  when read or vice versa, nor should there be a delay of days coming from notifications or other users here at canvas. It may be simple fixes like clearing their  cache and cookies, confirming or  trying on another browser, or checking network  diagnostics and connections. 

Because of the complexity of the issue, and the concerns for privacy, it would be best if you contacted Canvas Support directly to pinpoint the source of the issue and provide a resolution:

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

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greydon
Instructure
Instructure

Hello @MauricioFerrari 

Thank you for contacting the Canvas Community. We're sorry to hear you've been experiencing issues with the canvas messaging  system.  The  things  you  have described are certainly abnormal  and not as intended - messages should not refresh as unread  when read or vice versa, nor should there be a delay of days coming from notifications or other users here at canvas. It may be simple fixes like clearing their  cache and cookies, confirming or  trying on another browser, or checking network  diagnostics and connections. 

Because of the complexity of the issue, and the concerns for privacy, it would be best if you contacted Canvas Support directly to pinpoint the source of the issue and provide a resolution:

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

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