Canvas dropping screen when logged in

[kfowler]

My son has an account for canvas through school. For the last three days, he logs into Canvas from his Chromebook and joins his Zoom meeting through the link the teacher provides. At random times, the screen goes blank and takes him to the computer login page (as if he was just opening his computer). It also does it when he's doing Jiji or Core 5 (other programs he uses for class). I've tried everything - different computer, different browsers, different internet connections. I've also tried logging in and out of Canvas. I've called and emailed our district tech support but haven't heard back. And this doesn't seem to be happening to any other students in his class. Any ideas or suggestions?

[gnoack · Accepted solution]

Hi @kfowler 

I'm not an expert at Chromebooks, but this does sound more like a hardware issue with the computer itself, or perhaps an bad operating system installation.  I would pester your district's tech support to have them look.

[gnoack · Accepted solution]

Hi @kfowler 

I'm not an expert at Chromebooks, but this does sound more like a hardware issue with the computer itself, or perhaps an bad operating system installation.  I would pester your district's tech support to have them look.

[kfowler]

Thanks! We've tried on multiple computers though - and multiple browsers and still having the same issues. Its so frustrating! 

[kmeeusen · Accepted solution]

Hi @kfowler 

This isn't the result of some Canvas setting, or it wouldn't be happening to the other apps your son is accessing.  It is either a hardware issue or a bandwidth issue. You have asked you question in a global community of Canvas user, and we only have access to our own accounts and courses; and so, are unable to troubleshoot this for you.

Your best bet is still your school, and if you can't get Tech Support to play nicely, then you will need to kick it up a notch, and start complaining to the school's administration.  The squeaky wheel gets the grease, you and you need to start squeaking real loud! 

I am not making light of your issue. This has to be very frustrating, and I have heard too many horror stories of the online tech supports for K-12 schools and districts. I know that CoVid forced many schools to online teaching who were simply not prepared. This has been going on for a year now, and they need to get busy and step up to the plate.

Good luck!

[kfowler]

Thanks @kmeeusen ! We're going on 4 weeks and nothing has been solved. It actually is happening to anything he links to outside of canvas - zoom, jiji and core 5 (although I know Canvas just "stores" those links and you go to those individual sites). I've upgraded my router (twice) and modem and just put in a mesh network with a new router to see if its truly a network issue. Strange thing it does work at a friends house; and they are using the same ISP (Spectrum) and have the older router this issue started on. At this point, I'm at a loss. And beyond frustrated.

I'm on the phone with the IT team daily (actually typically several times a day). 

[kmeeusen]

I am so sorry @kfowler I hope you find a solution soonest!