Could not change password from app. Changed online but the app hasn't updated.

[scottcamp99]

I tried using the password reset from the app but, like so many things in the app, it doesn't work.  The link you receive just takes you straight back to the "choose your institution" page and NOT to the password reset page.  A pretty amateur coding error.  So, I tried changing the app online.  That worked..but ONLY online.  The app hasn't updated.  If I can't use the app to monitor my children's work, then Canvas, as a whole, is utterly useless.  The organization of the Observer resources makes utterly no sense and I've had numerous experiences in UI design.  This entirely looks like it was thrown together over beers on a weekend.  

So....how on Earth, can I change the login info in the app??? Is it even possible?

[Hildi_Pardo]

Hello Scott, I don't know if this is the issue, but I've seen this happen before when the wrong Canvas institution was selected (and therefore trying to log in to the wrong instance).   Mine is a district that has the same name as several others, so this can happen very easily.     And the other time I've seen this happen is when the wrong email is entered to create the account....and then the reset password is getting sent to the wrong email.

Not sure that this is the issue, but it's the only thing I can think of.

[scottcamp99]

Hi, thank you for the reply but no, that is not my issue.  I'm getting what you would call an "infinite loop" meaning I receive the password reset email but the link takes me to the front 'find your institution' page.  That is not supposed to happen.  The link is supposed to take you directly to a password reset page.  I've seen the page.  I can do it online.. I just cannot do it from the app.  And changing the password online does not sync with the app either. 

So basically, the app is worthless to me because the password doesn't work and I'm unable to get to an actual password reset page hence the "loop".  

[Hildi_Pardo]

Ugh.  That is frustrating.   Aside from deleting the app and adding it back again, I'm not sure what else to suggest.  So very sorry.

[KristinL · Accepted solution]

Hi @scottcamp99  -

With the Canvas Parent app, I tried the password reset process as prompted on my screen. After receiving the email in my Gmail inbox for password assistance, it launched a new tab in Chrome. Then, I updated my log-in information and was able to use it in the Canvas Parent app.

Do you have Canvas links set to auto-open an app rather than asking where to open them?

I'm sorry you haven't had good luck with the Observer interface. I have several resources I'm able to share if you're interested! I have many about Canvas Observer (for web) and Canvas Parent (iOS/Android). While they're starting points, many times the user-experience is greatly influenced by each teacher's unique adoption and use of Canvas.