Students unable to answer multiple answer questions in Canvas Student app

[mmrasmussen]

Is anyone else having issues with students not being able to answer multiple answer questions in New Quizzes when they are using the Canvas Student app? We are noticing that this seems to be happening in the iOS app both on mobile devices and Mac computers. We haven't heard of any issues with answering these questions in the Android Canvas app, but that doesn't mean it's not happening there either. Students are not able to select any answer option in the app.

EDIT 09.22.2024 This issue also occurs when students use Chrome as their browser to take quizzes and exams. It doesn't happen on every quiz or exam, and it doesn't happen for every student doesn't happen for every student on the same quiz or exam. All of our students must use Chrome as their internet browser for exams because of the exam proctoring client we use, so using another browser is not possible.

For context, here's a recording of the issue - https://manchester.instructuremedia.com/embed/50d02b46-5d82-4475-8171-ee30577972ff

[greydon]

Hello @mmrasmussen 

That's odd - there shouldn't be any issue regarding that on the iOS student app right now. It doesn't look like there are any known issues. Is this just one quiz or one course? It may be best if you contact Canvas Support and they can take a look at the specifics of your course and assignment and provide better insight.

https://community.canvaslms.com/t5/Canvas-Basics-Guide/How-do-I-contact-Canvas-Support/ta-p/389767 

[mmrasmussen]

Thanks! We did end up contacting Canvas Support. Here's what was determined based on the investigation of a particular student's issue on a recent quiz (just in case anyone else comes across this).

After investigation, I noticed that the student has multiple Canvas iOS access token. We have a few troubleshooting steps for the student to follow:

• Open User Settings
• View Access Tokens
• Click the Delete icon for the token you want to delete
• Click OK to confirm
• Here is guide to assist.

They need to also enable the Reset cache on next launch. I recommend they do a full device restart after enabling the option. Kindly see this guide to share with them.

[AmySimons1]

Is this the same feedback you'd offer to someone who experienced the same issue(s) on a Mac laptop using Safari or Chrome? 

[mmrasmussen]

Unfortunately, this does not resolve the issue. I have reported it to Canvas Support, but for some reason, they aren't able to replicate it. The current workaround is to use Chrome in incognito mode, Firefox, or Edge as the browser. I would encourage you to also report this to Canvas Support (support@instructure.com) so they realize it's a widespread issue.

[mmrasmussen · Accepted solution]

We have figured out the root cause of our issue with SATA questions in New Quizzes. It happens to stem from the extension required for our proctoring service (SmarterProctoring in our case). SmarterProctoring has been notified and is working on a fix to be released this week (10.21.2024). If you are experiencing this issue, you might want to check the browser extensions your institution uses.

[RHovermale]

We also use SmarterProctoring for virtual proctoring and have experienced this issue. With that said, this has happened with a student taking a quiz that was not proctored, and it has happened in our proctoring center which does not use SmarterProctoring. The student taking her quiz at home recorded her screen with her phone to show her instructor the issue. This has happened in both Firefox and Chrome.

We have an open case with Canvas. Case number 11244754.