Canvas Studio - Audio Upload Not Displaying the Thumbnail

[JordanGarciaNAU]

Good morning,

A faculty member is experiencing an issue with Canvas Studio audio file that she's embedded into a Canvas Page. 

In Canvas Studio, the audio file displays its thumbnail correctly.

But when that same audio file is embedded into the Canvas Page, the Canvas Studio player, for a split second, shows the thumbnail, but then quickly disappears and shows an audio file icon.

She has tried clearing her cache and that hasn't solved the issue. This was me attempting to do it while masquerading as her, and the same issue happens.

I saw one other post that addressed this problem, but there was no conclusion to it. I'd appreciate hearing any suggestions to this problem! Thank you for your time

[dbrace]

Hi @JordanGarciaNAU,

Based on what you have described, I am having a similar experience.

I have reached out to Canvas Support to find out if: (a) this is the intended experience or (b) if there is a "bug" that needs to be fixed.

I will let you know what I hear back from Canvas Support.

-Doug

[JordanGarciaNAU]

@dbrace Thank you Doug! 

[dbrace · Accepted solution]

@JordanGarciaNAU, I got a reply back from L2 Support but there is not much to it.

On my end, I was able to verify the behavior that was reported but could not find a direct solution to resolve it. Because of this, I've created a ticket with our engineering team regarding this behavior. What I am going to do is place a tracker on this case attached to that ticket, so that while our team continues investigating the issue, you will receive updates from them as they make progress. Of course, if you have any questions in the meantime, please do not hesitate to reach out at any time.

I am not sure when I will hear more but I will do my best to provide any updates.

-Doug

[JordanGarciaNAU]

Thank you very much for taking the time to update me on this @dbrace . I really appreciate it. 

[KarenMatson]

We are having the same issue. We have videos in Studio, add our thumbnail, video looks great, add to Canvas page and Canvas slides a new thumbnail on top replacing mine. Multiple people are having this issue. Any ideas why Canvas is not holding the thumbnail I add? Should this go in as a ticket to Canvas engineers?

Thank you,

Karen Matson

Instructional Designer EIM

[dbrace]

Hi @KarenMatson,

If you have the ability to, you can also create a ticket with Canvas Support. I have already done that and will do my best to come back here and provide updates as I know more.

You creating a ticket will allow you and your institution to receive updates.

-Doug