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pctay
Community Member

Unexpected Error at Collaborations

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Encounter unexpected error when starting a collaboration (At course level > Select Collaborations > click ‘Add Collaboration’ > click ‘Log In’ > “An unexpected Error occurred”).

This error continue even after clicking the "Log in" button. Wondering this login is a login to Canvas or the LTI (Office365/Google).

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2 Solutions

Thanks Robbie.

Unfortunately, couldn't find the solution and root cause even a support ticket has submitted. We sort of give up the idea of using Collaboration as it seems unstable to us.

View solution in original post

j_avneri
Community Participant

I found that completing the steps below resolved the 'unexpected error' when trying to create an Office 365 collaboration:

  1. Go to the main module/course home page and click on ‘Office 365’ in the module navigation menu on the left, your office 365 files should then appear. Click on 'log out' on the right-hand side. Once logged out sign back in by clicking on 'log in' (you may have to enter your sign in credentials again).
  2. Your office 365 files should appear again signifying that you have logged back in to office 365 within Canvas correctly.
  3. Navigate back to the collaborations section of your module/course and create the collaboration again (you should now be able to create it without the unexpected error).

If this works for anyone let me know. Also avoid any special characters in the collaboration title or spaces at the beginning of the title as I found these also caused the 'unexpected error' to occur when creating a collaboration.

regards

Joe 

View solution in original post

14 Replies
Robbie_Grant
Coach Emeritus

 @pctay ‌,

First, I want to apologize for your question sitting in the Community for so long without a reply.  It looks like you may have stumped the Community.

 

Second, were you able to find an answer to your question? I am going to go ahead and mark this question as answered because there hasn't been any more activity in a while so I assume that you have the information that you need. If you still have a question about this or if you have information that you would like to share with the community, by all means, please do come back and leave a comment.  Also, if this question has been answered by one of the previous replies, please feel free to mark that answer as correct.

 

I would also recommend contacting Support from the Help > Report a Problem area of Canvas (although at this point it may be too late).


Robbie

Thanks Robbie.

Unfortunately, couldn't find the solution and root cause even a support ticket has submitted. We sort of give up the idea of using Collaboration as it seems unstable to us.

S9300807
Community Contributor

Our teachers are having the same issue with Office 365.  We have a ticket in the queue. 

canvas38
New Member

We have reported the same error and have a support ticket to which we receive response like "hickups" and "updating LTI tool". Which are no solution to the issue, so ticket still open.

Regards

Jytte

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j_avneri
Community Participant

Hi Jytte,

I have also experienced the 'an unexpected error occurred' - it seems to be intermittent - sometimes it works and sometimes it doesn't. Have you had any update on your support ticket?

many thanks

Joe

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S9300807
Community Contributor

It’s still “on hold”

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Hi Joseph,

yes, indeed we did. Finally, Canvas support understood the problem was NOT related to Azure....Also our CSM had to assist with a key.

The let us know we had to enable the LTI tool Microsoft Office 365 to be used for your Collaborations inside our Canvas.

Here a quote fro their response, which fixed the issue for us (some menu option are displayed in Danish):

"It an external LTI tool that does need to be enabled inside your Account and I would be glad to detail that process.

To do so please go to the Account Settings. There you will see the tab labeled 'Apps'. Click on that tab to access your Account applications that you have enabled and we can search for Apps that have not yet been enabled as well. https://www.screencast.com/t/8VrFpbIO53U To install Office 365 correctly we would need to update the link inside your App Configuration. Click on where it says "Vis-app Konfigurationer". This will bring you to your Account level app configurations. To reconfigure that app click the gear icon next to the MIcrosoft Office 365 app. https://www.screencast.com/t/U6GtGwcg Click Rediger.  This will bring you into the app configuration for that tool, and we would need to make sure that URL is updated. For Canvas schools serviced in other regions worldwide please contact your Canvas Customer Success Manager (CSM) for a region specific key/secret and configuration XML url. Once that has been updated, you would need to install that inside your app configuration under Eksterne app'er. If you are in need of that specific URL that you use to update that app we can include your CSM to provide that for your. Please let us know how this helps or if I can assist further.

Thank you,

Chase S L1 Canvas Support support@instructure.com"
 
Regards

Jytte

j_avneri
Community Participant

Thanks Jytte. I will look into the configuration details. I also found that by logging out and back into Office 365 worked (I've outlined the steps below in a response to this post/original question)

Best regards

Joe

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arve_mellemstra
Community Member

Hi,

We had this issue aswell, but this was fixed by enabling the OFFICE 365 at course level. 

Best regards 

Arve

j_avneri
Community Participant

I found that completing the steps below resolved the 'unexpected error' when trying to create an Office 365 collaboration:

  1. Go to the main module/course home page and click on ‘Office 365’ in the module navigation menu on the left, your office 365 files should then appear. Click on 'log out' on the right-hand side. Once logged out sign back in by clicking on 'log in' (you may have to enter your sign in credentials again).
  2. Your office 365 files should appear again signifying that you have logged back in to office 365 within Canvas correctly.
  3. Navigate back to the collaborations section of your module/course and create the collaboration again (you should now be able to create it without the unexpected error).

If this works for anyone let me know. Also avoid any special characters in the collaboration title or spaces at the beginning of the title as I found these also caused the 'unexpected error' to occur when creating a collaboration.

regards

Joe 

Hi  @j_avneri  

I've noticed that the 'unexpected error' only occurs with first time Canvas collaboration users. 

Today we experimented with a few things but you are right with just accessing Office 365 from a course menu. Then hey presto collaborations work.

I assume it's the same for people who receive a collaboration - they will need to 'activate' it similarly. Bit of a shame but I'm glad I know now. I love Collaborations - when they work. https://community.canvaslms.com/groups/k12/blog/2017/11/10/collaborations-changed-my-world 

j_avneri
Community Participant

Hi  @Bobby2 ‌,

That's great it worked for you too. I think you're right in that the issue occurs mostly for first time collaboration users and perhaps new users that have not yet signed in / activated office 365.  

We are experiencing another issue where when you go in to edit a saved collaboration you can't view the current collaborators and the 'unexpected error' is at the top. Additionally when you add a new collaborator and save, all the previous collaborators are removed. I know that some other institutions are also experiencing this and not sure if you are too but you can read more about it in the comments of this discussion: https://community.canvaslms.com/thread/15486-collaboration-issues .  We currently have a support ticket with instructure for this. 

I will also check out your blog!

Kind regards

Joe

Thanks  @j_avneri that's an issue I haven't encountered yet. Will keep an eye out for it. 

bob_piper
Community Member

I don't see the solution that I figured out to this problem. I had to enable Office365.

Starting at the Home page for the course, go to Settings, click on the Navigation tab. Scroll down to the hidden/disabled items. For me, Office365 was disabled. Click on the breadcrumbs and select Enable. Scroll to the bottom and click Save. Now Office365 appears in my navigation, click on it and it may ask you to log in.

Once I did this, I was able to create Collaborations using Office365.

 

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