Catalog Enrollment -> Canvas Enrollment didn't complete?

[univsys]

A student encountered an issue when trying to register for a free course.

The student shows up in the revenue report multiple times in catalog, but did not show under "people" as a student in the course in canvas.

A few weeks ago, I registered for this course and received an email confirmation but when I tried to access the course through canvas it says, "problem with your registration". From this notice, I attempted to re-register for the course but when I clicked on to enroll in course it says there is an "error processing my registration".

We contacted support who impersonated the student and was able to register with their account successfully. Has anyone encountered this issue before? I'm hoping it was just a blip, but my team wanted me to check with the community about it.

Thanks!

[jsowalsk]

I have seen this a few times if the person has been enrolled through Canvas or has recently enrolled. What I have done is dropped the person by masquerading or have asked them to drop and re-enroll. But, if you have the feature that Canvas enrollments go back to Catalog if you remove them from the course in Canvas these will be reflected as well as a drop. I hope this makes sense.

[univsys]

Thanks Jessica! I think that our issue was in the opposite direction. They weren't showing up on the Canvas side, they were only showing up in the revenue/enrollment reports on the catalog side. It was like their enrollment in the course kept failing, but the catalog was still logging them as having registered.

[jsowalsk]

Are you sure they were not manually enrolled? I would check with support to take a look at the logs.

[KatieSandham]

We have experienced some issues like this, people making payments and not showing as having paid (transaction ID not linked back to Revenue report), but they get a payment receipt from paypal... it's really difficult to track as it's not happening all the time and the numbers are small (only 2 payments in last 2 months). They may not be related but hopefully you get a resolution.

[sbarry2]

We have experienced this issue. Students are registering, paying and then not appearing in the Revenue report. When masquerading as the student I can see the course in their cart and under purchases we can see payments that have failed. When we check the Authorize.net report we can see the student transaction has cleared. Luckily, we have someone who checks this daily but we are looking for a solution.

[KathyHarbaugh]

We are having this issue with PayPal and the Canvas catalog.  When a student buys a course, Canvas says the purchase failed.  However, PayPal shows the course purchased; sometimes, it is purchased twice. The course never shows up on the student's Canvas account. Does anyone have the same issue, or has anyone found a solution?  

[hechla]

@KathyHarbaugh make sure the course in Canvas is open... meaning it's between the course and section start and end dates. We had this happen to us last Summer.

We were re-using the same course shell in Canvas and just creating new sections. In trying to provide the proper access for participants enrolled in both a "current" section and an upcoming section, we were using both course dates and section dates. We had the correct start and end dates on the upcoming section but the "current" section had just ended so the we were just past the course end date and I forgot to change it to reflect the upcoming section. We had 4 people get "enrollment failed" messages while their payments, and repeat payments, were successfully processed (and showed in the Orders analytics in Catalog). 

During this situation I put in a ticket and talked to many Instructure product team people (I was at InstructureCon when it happened) so I an hoping a solution is being worked on.  

Oh, and our solution was the refund the duplicate payments and then manually add the participants to the course in Canvas.