Troubleshooting Delayed Message Send

[lundi]

I am working with a user who runs into an issue with her Canvas messages. The message will send at a certain time, but the recipient will not get that message until hours afterward, even though the timestamp on both messages shows that the message was sent/received within minutes of the actual time it was sent. Browser/network troubleshooting was ineffective, and they did not have any settings on the messages to have them delayed intentionally. Any ideas about what could be going on? Thank you!

[chriscas]

Hi @lundi,

Are both users logged in directly to the Canvas website, the sender sending through the Canvas Inbox, and the receiver checking the Canvas inbox for new messages? I wonder if is one of them perhaps relying on email notifications or replying via email, which could add all kinds of unpredictable ways things may be delayed.

Please let us know more about this when you get a chance!

-Chris

[lundi]

Yes, both users are going through the Canvas Inobx while signed in. The email notification that the recipient got a message came in before the actual message in the Canvas inbox came in.

[chriscas · Accepted solution]

Interesting.  The only thing that comes to my mind in that case would be a caching issue on the receiver's end.  You could perhaps try having them clear their browser cache (pc, mac) to see if that makes the message appear.  If that doesn't work, I think this would definitely need to go to Canvas Support for further investigation.

-Chris