Trouble with ipad

[AHZ]

We are having trouble with canvas on our ipad. We have been using it to access our children’s accounts since September with no issues. Now it won’t load eith of their accounts. We can’t see their dashboard, courses or anything. We have checked our settings and everything looks ok.  Advice and guidance would be appreciated!

[Ron_Bowman]

@AHZ -

There are a couple of things to try.  One common answer to issues is to clear all the cache associated with the browser used and make sure it is the latest version.  However, you did not mention if you are using a browser or the app (I would assume app, but I don't know).  If it is the app, make sure the app is updated.

Second, have you tried accessing the account from a browser on a computer?  If not, try that and see if you can access the account that way - which would indicate an issue with the use of the ipad.

Try some of the above and/or provide more information and someone may be able to help better than I can.

[JenMurphyA]

@AHZ You might also try checking the version of Safari on the ipad and disable cross-site tracking prevention. We have a note on the Canvas requirements page that reads "Safari 13.1 and later versions contain an update that may cause issues with downloading files, displaying images, and playing chat alerts in Canvas. Canvas engineers are currently working on a solution for this issue. Until then, you may avoid errors with files, images, and alerts by disabling cross-site tracking prevention in Safari when using Canvas. If disabling cross-site tracking doesn't resolve these issues, please try one of the other supported browsers. I hope this helps. 

[Bowen9800]

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@AHZ wrote:

We are having trouble with canvas on our ipad. We have been using it to access our children’s accounts since September with no issues. Now it won’t load eith of their accounts. We can’t see their dashboard, courses or anything. We have checked our settings and everything looks ok. Indigo Card
 Advice and guidance would be appreciated!

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First thing to do is to perform a reset on the device. Hold both the home button and the sleep/wake button down at the same time for 10 seconds. You should then see the Apple logo and the iPad should boot up and power on. If this does still not work your iPad maybe completely drained of power.

[rseilham]

@AHZ, 

There area a lot of great ideas on this thread. Did any of them help you get your iPad to work again? Thanks!

[KristinL · Accepted solution]

@AHZ - It’s been a while since we’ve heard from you. We hope you are doing well and that you’ve found an answer to your question!

The Community Team acknowledges that this thread does not have a proper answer. However, we are marking this post as a temporary solution to help Community Members find and respond to the newest and most active threads.

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