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tsmith18
Surveyor

Broken Images After Uploading

Some of the images I am uploading show up as broken and do not display. I have tried multiple work arounds like trying to use screen shots, moving my images from the flashdrive to the hard drive, saving as different files like png.  I haven't had any issues in the past.  Any suggestions?  Thank you.

Tags (1)
37 Replies
scottdennis
Community Team
Community Team

Hi Todd,
Thank you for reporting this issue. I checked with Support this AM and we are aware of this ongoing issue. Our technicians have been able to duplicate and document the cache issue. It has been escalated to the highest level in Support and our engineers are working on solving it now. The best thing you can do is update your tickets with any new information you uncover and if you believe you have a ticket that was marked resolved before we discovered that clearing cache did not permanently fix the issue, please update them to that effect.

Thanks again for your help with getting the word out and for coming back and providing more information.

kimberly_smith1
Explorer III

Hello Community...

I received the following update to my case #02672254... "engineers have deployed a temporary fix for this issue, which should allow images to show correctly for you in Canvas until a more permanent fix is in place." This issue did appear to be resolved when viewing my course as an instructor. 

However...

Joel Brown posted the following today at https://community.canvaslms.com/message/91785-re-images-embedded-in-pages-disappearreappear-at-rando... 

"I've had a few conversations with support regarding this issue. My most recent case: 02688342 was a little different to my previous ones. All images displayed correctly for me and when viewing the page as admin and also under 'student view' however when I log in as an enrolled student, the images did not display. I tested this on various computers in the office, chrome, FF, IE, clear cache etc without any resolution. It still only happened when logged in as an enrolled student."

So, I just wanted to pass along the 'heads-up'. Since I do not have 'admin' status (cannot 'masquerade' as a student  - only have the 'student view'), I will be calling my institution's Canvas Help Desk first thing tomorrow when they open - to find out what they see when logged in as an enrolled student in my course. Other 'non-admins' may want to do the same?, and perhaps update their cases with Canvas engineers accordingly?

kimberly_smith1
Explorer III

A quick update...

I inquired (via my ticket email) as to the embedded images for 'enrolled student' an received the following response:

Thank you for your reply to Canvas Support. I have checked on our tracker and our team is still working on this behavior and trying to correct it. At this time I don't have an ETA on when this will be resolved, but when our team does resolve this we will update you through your email and this ticket. If you would like us to check through your student's view in Canvas at some of the affected pages, could you share us links to those pages? If you have any further questions for Canvas Support, please let us know. We're happy to help where we can.

L1 Support
support@instructure.com

ref:_00DA0Ibsk._500A0ZCw5V:ref

So, I guess this issue is not fixed Smiley Sad. If anyone has better news, I would really love to hear from you. My students will be getting loaded into my courses in less than two days.

kimberly_smith1
Explorer III

A final (?) update..

Students have now been loaded into my courses and, after speaking with the Canvas Help Desk at my local institution, it appears that 'enrolled students' are able to view embedded images. Yay! So, perhaps the disappearing images from 'enrolled student' view (mentioned above) is separate from the one that engineers have been working on. If anything changes (as students begin accessing pages and assignments), I will follow-up. If you are experiencing something different, please keep us posted.

Many thanks to everyone who participated in helping bring the urgent 'diappearing images' problem to the attention of Canvas engineers (submitting problem reports and shaing case numbers with the community)! 

labrewster
Community Member

Here's the latest response from Canvas as of 1/9/18 to my Canvas case 02675969 has been updated with a new message.

"Hello, We've deployed a fix for this issue in our Beta environment. If all goes well, it will make it to the live Production environment on January 27, 2018. This ticket will remain in an "On-Hold" status until then. Admins and instructors: Feel free to try out the fix if you have time. As a reminder, your normal login should get you into Beta if you simply add ".beta" to your institution's Canvas URL (i.e. "canvas.beta.instructure.com"). Keep in mind that the Beta environment has outbound notifications disabled (it's for testing only). Apologies to any students who are receiving this message; testing in Beta is most often disabled for students at various institutions. However, rest assured that we are working to have this issue addressed soon. We will notify you of any changes to the status of this fix. We appreciate your time and attention - if you have any questions about this message or this fix, please feel free to contact Support. Keep Learning! Support Panda Notifier of Things"

Just updating on where we stand at this point in time...#canvassupport

labrewster
Community Member

Latest Update from 1/26/18:

"Your Canvas case 02675969 has been updated with a new message.

Hello, We mentioned previously that a fix had been deployed for this issue in our Beta environment. It was scheduled to go to our live Production environment on January 27 with our regularly-scheduled release, but will be delayed at this time. We have rescheduled that release for February 3, as mentioned in our Canvas Release Notes here - https://community.canvaslms.com/docs/DOC-13988-canvas-production-release-notes-2018-01-27. We appreciate your patience as we work to address this issue, and will notify you of any further changes to the status of this fix. If you have any questions about this message or this fix, please feel free to contact Support. Keep Learning! Support Panda Notifier of Things"

eduard_romea
Explorer

We start to use the new assignment/quiz beta environment, and, as far I can see, it will solve lots of problems like this.I don't know why, but we normally have that kind of problems around introducing images in questions or as answers, and now, everything seems more integrated.

george_franz
Surveyor II

When canvas question banks are shared, the images in the questions link back to images in the original course.  This causes major isses if you edit the question , or the original owner changes their course.  Look at the html of your question and see if it links to your cours, or another course.

I feel like re-linking questions to files/images local to the coruse should be the default action for importing a course.