Issue with Canvas Quizzes not submitting

[cheri_masters]

I have about 4 teachers who use Canvas Quizzes regularly. When students go to take a quiz from this teacher, they are having issues submitting their finished quiz. They get the spinning wheel of death. Often, the quiz will be submitted later, but most of the answers are lost. 

We have had students clear their cache, update their Chrome browser, disable any Google extensions, and have the teacher set the quiz to show students one question at a time. This has also led to issues where students cannot move past certain questions, i.e., they answer question 10, but it won't submit, and students cannot move to the next question. Wifi shows as strong during all cases.

Any ideas or help is greatly appreciated. I have tried support, but so far no luck.

Cheri

[dbrace]

Hi @cheri_masters,

Are these teachers using "Classic" Quizzes" or "New" Quizzes?

Is the problem still happening?

Have you reported this directly to Canvas Support?

-Doug

[cheri_masters]

The teachers are using New Quizzes. The problem is still happening as of yesterday. I have reached out to Canvas Support. They sent the issue to L2, but they could not help as the quiz was done and locked by the time they took a look. It happens. It is hard to diagnose after the fact. Yesterday, I reached out to support during a quiz, and when I mentioned the L2, they seemed to be confused because, although the issue was the same, this was a different quiz.

[dbrace]

Sorry to hear that they are still having problems, @cheri_masters.

My institution as not yet adopted New Quizzes but I was trying to use it yesterday in beta. While attempting to build a new New Quiz, I experienced a problem building it and reported it to Canvas Support over chat. They were able to duplicate the problem and the problem was escalated to L2.

I have not yet received a response but it sounds like something might be happening with New Quizzes. Hopefully they are able to resolve your situation and my situation (and any others) in a timely manner.

-Doug

[cheri_masters]

UPDATE: It appears that one of my teachers was using Old Quizzes when the students started having issues. I had no idea because all the quiz icons looked the same. (Outline = old quiz; colored in = New Quiz). This confused me as support said something about New Quizzes, so I assumed that is what I was looking at. I reached out to the other teachers to find out what version they were using when students had issues. Will update!

[dbrace]

Thanks for that update, @cheri_masters.

I have not had anyone report any problems with any Classic/Old Quizzes. Please keep us informed as you are able.

I still have not received an update about my support case and I reached out and requested an update this morning.

-Doug

[jlgathright]

Yes! I had a teacher reach out about 6 or 8 students throughout the day where she watched them answer the questions on the quiz (New Quiz) and when they clicked "Submit" all of their answers were gone. And these were essay questions..... 😞  The teacher is beyond frustrated as are the students too. (This is an AP class.) I submitted a case to support today.

Our students use Chromebooks, so Chrome is the only option. We made sure Chrome was up-to-date, they deleted browsing data before they took the quiz and even removed their profile from the Chromebook. I was thinking it might have been an extension so I tested things today and could not replicate the issue so I am hoping Canvas finds the problem and solution before teachers give up on it. They do have Classic Quizzes, but they have stimulus questions so New Quizzes works better for them. 

[dbrace]

That is incredibly frustrating, @jlgathright, especially since New Quizzes does not have as good of a quiz attempt audit log. If it did, it might have been possible to see all of the typing that students for the essay questions before the problem with submitting their attempt.

There is only so much troubleshooting that can be done with Chromebooks and it seems like as many precautions as possible were taking beforehand.

-Doug