Sending group emails using canvas inbox

[sms2]

I'm just curious if others have had intermittent issues with sending inbox messages to multiple people at one time. We have randomly had teachers send emails to active courses to multiple students, and they get an error message. When checking the student view, they do receive the email. 

Typically, when an email is sent to the Canvas inbox, it will close when sent. However, when an error message is given, the teacher has to click on cancel or use the x to exit out of the screen. 

I have attached a short screen recording below. We have about 3-4 teachers that seem to be experiencing it the most, and it is hit or miss. 

They have checked internet connections, and that does not seem to be the issue, nor issues with the browser, etc., being updated. Wanted to see if others were experiencing it before submitting a ticket. 

We have issues in November around the 22nd, 25, 26 and now the last couple of days.

[audra_agnelly]

Yes, we have been receiving reports of this this week, but rather than not getting the email, recipients are receiving multiple copies. The author is seeing the spinning wheel and then a "not sent" error. But the messages were sent and the recipients are receiving a dozen copies of the message. We've just submitted a ticket to Canvas Support. Have you reported this yourself?

[sms2]

We reported- as of today, 12/16 the issue still remains.  Students are getting the email, but we are still getting the error message. Instead of sending it again, we are checking the sent box to see that it was sent to prevent the students from getting two or more emails. It is a lot of extra steps, for sure. 

[sms2]

We had not submitted a ticket yet since we could not find where anyone else had the issue, and it was 3 out of about 12 of our team with the issue. We have not seemed to have the issue of them getting multiple copies of the email.  I will look at getting a ticket submitted. Thanks @audra_agnelly 

[Nancy_Webb_CCSF]

We are having the same problem, been reported for the last few weeks.  Multiple notifications, multiple copies of messages sent by both students and teachers.  I am encouraging our teachers to report this using Chat with Canvas support.

[sms2]

I think what is hard about this is I searched through the community to see if others had posted anything about it or if Canvas had put anything out. We though it was isolated because we did not find anything. We reported it, and they responded that they knew it was an issue and were working on it. 

[Nancy_Webb_CCSF]

Yes I wish all of these problems were listed in Known Issues.  If only that list were complete and updated.

[dbrace]

For reference based on what @Nancy_Webb_CCSF said, the official (but not always documented / updated) "Known Issues" webpage in the Community is located at https://community.canvaslms.com/t5/Known-Issues/tkb-p/issues.

-Doug

[sms2]

Thanks, @dbrace, for the information. We checked the known issues and this forum to see if anyone has posted this issue. We did not see it posted anywhere, hence why I started the chat to see if it was our instance or if others were experiencing it. I am glad we were not the only ones with the issues, meaning that it is not isolated to just our instance. Hopefully, a fix will be implemented soon. We had the issue a couple of times today. 

[audra_agnelly · Accepted solution]

We submitted a ticket about this on Friday (12/6). The response from Instructure "At the moment, we are experiencing issues related to duplicate emails in the Inbox throughout our Canvas instances. Our Engineering team is aware of the problem and is actively working on a solution. I will attach your case to our tracker so you’ll receive an email notification once there’s an update."

[sms2]

Thanks. We did submit a ticket as well, and got the same message.