Completion did not appear in the analytics

[jsowalsk]

Hi everyone,

I found out today that a few of our students completed a course in Catalog and received a certificate of completion but their completion did not appear in the analytics report. I submit a ticket to Canvas on this but I just wanted to see if this happened to anyone else. This is the third time this has happened since January.

Jessica

[jsowalsk]

We had to request from support to have our analytics refreshed to fix this issue.

[megan_ryland]

We are also finding that this is a recurring issue for courses in Catalog and that Analytics is often not catching up to what the Student Dashboard reflects re: completion. This is quite confusing for administrators, who are seeing a different result from students. Are we able to self-initiate this "refresh" that you mentioned below?

[jsowalsk]

You will need to contact support and let them know to refresh your instance and provide examples.

[jsowalsk]

We had this issue for the third time today and this has happened over the past couple of months. I hope there is a fix soon. @zsgoreczky 

[zsgoreczky]

Hi @jsowalsk We have been working on fixing this issue. Our goal is to have a permanent solution and not to have even one missing completion event from Catalog. This is one of our top priorities and will keep on being that as long as it's not fixed. I'm sorry for all the inconvenience and confusion this issue has caused. 

[jsowalsk]

Thank you @zsgoreczky, I appreciate it. It has been really frustrating for our subaccount/catalog admins and for the end-users who are expecting to receive an email and then we need to explain to them to go to the student dashboard to receive their certificate on their own. Also, the subaccount/catalog admins are confused as to why the student's completion information isn't in Catalog for some people but it is for others. When do you expect this issue to be fixed?

[zsgoreczky]

Hi @jsowalsk I understand how confusing it is. This issue occurs at a really low percentage of all all completion events and it roots in how Canvas passes the information to Catalog. The Catalog team is working closely with Canvas engineers to have a permanently fix. Unfortunately, the Catalog team got affected by the pandemic, so currently our development speed is slower than usual, but I'm hopeful that we will be able to provide you with a fix in the upcoming weeks. 

[jsowalsk]

Thank you. It is greatly appreciated, @zsgoreczky. In the meantime, I will send in support tickets for the engineering team and tell the students/admins to go to the student dashboard to get their certificates as a workaround.

[laikas]

This happens in our instance quite frequently. We can only tell when we go into Canvas and act as the user so we can see what the user sees. However, that makes our data inaccurate. 

[jsowalsk]

I would recommend submitting a support ticket on this.

[trinaadams1]

Unfortunately, the concern over inaccurate transcripts and concluded status has been expressed as far back as April 6, 2018. This is documented throughout the Canvas Catalog Users Group running agenda. February 8, 2019 was my request for a matrix of settings that would support an accurate transcript and certificate release.

All in all, keeping accurate record of completions, transcripts within Catalog and certificates has not been dependable leading to duplicate entry of data into an independent system or through a parallel workflow.

https://community.canvaslms.com/t5/The-Canvas-tl-dr/Possible-Catalog-Improvements/bc-p/416571/highli...

[jsowalsk]

Please inform your CSM of this so they can inform the Catalog team. @trinaadams1 

[jsowalsk]

Hi @zsgoreczky , Do we still need to send tickets about this since I see it was resolved here: https://community.canvaslms.com/t5/Known-Issues/Completion-status-doesn-t-update-in-catalog-analytic...

[zsgoreczky]

Hi @jsowalsk, we have introduced multiple improvements for getting Canvas enrollments and course completions synced with Catalog accurately. If you still bump into any inconsistencies, yes, please open a ticket for it as in that way we can run the sync for your instance and we can also fine-tune the syncing process and have a long term fix for it. Thank you! 

[jsowalsk]

HI @zsgoreczky, thank you for the update. Will, there ever be a long-term fix for this so we won't need to submit any more tickets on this? It is extremely frustrating that this keeps happening. 

[zsgoreczky]

@jsowalsk Yes, that's the goal and that's what we have been working towards. 

[laikas]

Is there a timeframe for this fix? I agree that it is extremely frustrating that these reports aren't correct. Submitting tickets each time we find an issue is a waste of time as there are so many of them. They fix it one day and the next week we find more. When we have as many completions as we do, stopping to submit a ticket each time we find an error is not feasible. 

[jsowalsk]

Great, thank you!

[jsowalsk]

@zsgoreczky Just a note that this issue is continually occurring and we still need support/engineering to refresh our analytics for completions to appear.

[laikas]

We continue to have the same issue as well. Unfortunately, half the time we can call support they try to tell us that the reports are working and want specific examples to prove it isn't working. Then they fix those specific ones and not the rest. At this point, I have told my team to ignore the reports.