Why would a student not receive an email if they clicked on the FORGOT PASSWORD link? Any ideas? Thank you.
Rachel, could you let us know where exactly is the student clicking on this link from? So what URL? That will help us figure out what's going on.
Hi Kona, it is just the log in on our home page Log In to Canvas I have tested it and the FORGET PASSWORD link is working but it is not working for a particular student. I have asked the student to check her spam folder as I thought of that after I did this post. Haven't heard from the student as yet but it could be as simple as that.
If it's working for you then my guess is also the spam or junk mail filter. Let us know what you find out!
@KJ what is the Canvas/Instructure SMTP mail settings (DNS&&IPranges) that we Administrators should have whitelisted in our Inbound MX Servers and firewalls at our academic institutions ? I did not find any listings in the Admin Guide pls advise thx @jaaronanderson @atworktweets
Check which email the user has as their primary email, and ask them if they're checking that one. Also, if you're using some sort of Single-Sign-On type system, then it's possible that link will be useless. If you aren't the school's admin, you may want to ask them how they have it configured.
Out of curiosity, do your student's use Office 365? When we moved over we had some issues when the 'Clutter' feature was released (documented at Use Clutter to sort low-priority messages in Outlook - Office Support). It is almost another folder to check as emails are automagically moved there, and we found that these sorts of emails could often end up there.
Unsure if this could be the case, but it is another avenue I like to check.
If we're throwing out possibilities, it might be that the student's email has bounced enough times that email is no longer being delivered to it at all from Canvas. You might be able to go into Canvas and check that by sending a message through the Inbox to the student. I'm speaking in vague generalities here because I'm hypothesizing, I haven't actually tested this.
There are several related discussions to this in the Community: Blacklisted Email Addresses - Notifications , Allow institutions to un-flag invalid or bouncing e-mail addresses (cold storage), Find expired non-working email addresses using API (also in cold storage), and Download an admin report of all bouncing email addresses
Also, it is a known thing that Canvas doesn't give any kind of warning when someone tries to send a forgotten password link to an unknown email address. That means that perhaps the email the student is trying to use is not the one that's on file, which is what Anthony Bunag suggested. It's also possible that the email has changed but didn't get changed in Canvas -- we have that happen when people request a change due to name change or other issues.
Hi - the student checked her spam folder and no sign of the email there. Email address correct. Also mail box was not full. Bit of a mystery. I had to manually give her a log in and that worked and the student now has access. I like the idea of the'Download an admin report of all bouncing email addresses' James Jones but the link doesn't work. Stuart Ryan - it is a hotmail account so I don't think the Office 365 would have come into this situation.
I am still investigating with some test students. So far it is working with test students.
Thanks for the update Rachel, I will keep my thinking cap on.
I wanted to check in with you and see how you went with this, were you ever able to figure this out, or has it reoccurred since?
For the link that James provides you need to replace 'institution' with your institution URL. I.e. if you normally use awesomeuni.instructure.com then the below url would change from: https://institution.instructure.com/accounts/1/settings#tab-reports to https://awesomeuni.instructure.com/accounts/1/settings#tab-reports
Hi Stuart, we had it happen about a dozen times to random students and we could not figure out why they were isolated incidents. We just have to manually provide a username and password to the student. It still happens every now and then but it is not a big drama. One of those things I have left for now as it hasn't worked out to be a big problem.....and I also exhausted all my problem solving options!!
Hi Rachel Griffith,
Thanks for that, it is an exceptionally puzzling one and I have exhausted the things in my mind that could possibly be the cause.
If it keeps happening, the only thing I could suggest, is if your students use an institution provided email address, getting your institutions email administrators talking with Instructure Support, there are some advanced tracing options they could do in tandem to check logs to see where things might have stopped. If your students use their own personal email addresses this becomes significantly more difficult.
I am inclined to leave this unanswered for the time being, as there is still a quirk somewhere, that someone else may come in and magically have a thought.
Also, out of curiosity, did you ever have a chat with Canvas Support on this one? Would be curious if they were able to see anything (it would be best to wait until it happens again, and get the exact time (as best as possible) from the student.
Look forward to hearing from you.
Stuart Ryan, that link was where Jaap was suggesting that report go in his feature request. There's not a report there.
However, if you have access to Canvas Data, the SQL solution I provided later on should return a list.
If email bounces are the issue, then I don't think that resetting the password would make them start receiving messages again. This could be verified by sending a student in that situation a message after they have reset the password and see if it shows up in their email. If not, then bouncing is still a distinct possibility. If they did, it may be something else.
Another possibility is that they have had their emails hijacked and they're not getting any new emails or that they were annoyed by the flood of notifications from Canvas, created a filter that deleted them (instead of going to spam), and forgot about it.
Ahh, got it! Thank you for the clarification James. Equally agree with your suggestions, I don't think a password reset will get emails working again, super strange that they randomly (and occasionally) go missing though.
As a stats teacher, we sometimes use vocabulary differently than other people. "Random" is one of those words and to us it means "by chance". In that sense of the word, I don't think it's as random as people think. Of course, those people thinking that probably aren't defining random the same way I am, so it may be as random as they think.
Rachel probably doesn't have access to everything that she needs to track down the root cause, though, so it may remain a mystery.
We use Canvas Data, so I could check if the email was bouncing. We also host our student emails so I could go in and check if they had a filter or their account redirected all of their email somewhere else. Our students don't see that login screen, though, and we don't have a password reset on the one they do see, so I can't test any of this. But if we did, I would, and I would expect to find one of the situations already outlined.
I anticipate you are indeed correct. I will have to have a tinker with Canvas Data on our end as I am curious to give that a go for my own learning.
Also, on the random, I would be curious if it happened in some cases to one student but then worked later (as indeed you are correct that would point more towards a mailbox issue).
Equally we host student mail so have access to a lot more info for diagnosis as well (though realise this is a luxury that not many people have). We can't access specific emails, but can trace back if and when an email was received which can be handy.
We configured our own Canvas instance for testing purposes and everything has been running smoothly... except "Forgot Password" emails aren't being sent.
We're not using any external authentication tools for logging in, just the built-in email & password login. When I add a user to a course the course invitation email gets sent immediately, but our STMP service is reporting that no emails are ever even sent when a user fills out the "Forgot Password" form.
It happens randomly for our Canvas system. I haven't had any students for a while calling to say they couldn't use the Forgot Password form but it happened a lot in the beginning. No reason we could find for why it happens randomly.
Our students and instructors are experiencing this disconnect as well when they use the "Forgot Password" link on the login page. Has anyone else escalated this so we can cross-reference case numbers?
I'm having trouble with this too. It appears the program is truncating my e-mail address (cutting off the first 2 letters), so not surprisingly I'm not getting the reset e-mails.
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