[RESOLVED] Ongoing Intermittent Document Preview Error in Canvas

November 7, 2016

UPDATE: 11/07/16, 7:00 PM

This issue has been resolved. Please see http://status.instructure.com/ for more information.

UPDATE: 11/08/16, 1:00 PM

This morning, Canvas engineers deployed better error handling to collect the necessary data from Crocodoc, so they can better help them identify the recent timeouts that are causing these intermittent issues for individual papers. 

Meanwhile, for instructors who are seeing this issue come up in Speedgrader, here are some troubleshooting tips or workarounds:

  1. Try to refresh your browser and toggle between different submissions. We have seen some instances where doing so will clear the error message for a paper.

  2. Download the paper that is showing the error, add annotations using Microsoft Word, and upload it back to Speedgrader. Instructions for these are in this guide, courtesy of our colleagues at Colorado State: Use MS Word to Add Annotations To A Submitted Assignment.

Recent updates on this issue are available on the Canvas Status page: http://status.instructure.com/

ORIGINAL MESSAGE: 11/07/16, 2:30 PM

Canvas users have experienced intermittent errors when using the document preview feature. Please see the Canvas Status page for the most recent updates: http://status.instructure.com/