[OPEN] [iOS] Student | Offline Mode: cross shard users are unable to see Studio videos or other media embedded via the RCE when offline & content is synced for "Mobile Offline Support"

[#1]

Engineers are currently investigating the issue.

Description

• Users who are logged in through a different instance than where the course lives and where the content was embedded are unable to see Studio videos or image files that are embedded via the Rich Content Editor when content has been synced for use with the “Mobile Offline Support” and the device is offline

Expected Behavior

• Users logged in through any instance should be able to see Studio videos and media embedded via the RCE when the course has been synced for offline use and the device is offline (release notes for this feature here: https://community.canvaslms.com/t5/Canvas-Releases/Canvas-Release-Notes-2024-04-20/ta-p/598700#toc-h...). This functionality does work as intended when logged in through the same instance where the course and content live.

Workaround

No workaround exists at this time.

Steps to Reproduce

Prerequisites: Two instances in a trust. A published course with a student enrolled and a published page in the course.

1. Record a Studio video in the instance where the course lives by clicking Studio on the global navigation and:

   1. Clicking “Create” > “Studio Capture” > “Start Recording” > “Finish” to end recording

2. Embed the Studio video on the page: plug-in icon in the RCE > “Studio” > Select video from Step 1 > “Embed Media”

3. Add images by the following methods:

   1. Click “Insert” > “Image” > “Upload Image”

   2. Click “Insert” > “Image” > “Course Files”

   3. Click “Insert” > “Image” > “User Files”

4. Save the page

5. Log in as the student on the mobile app in the instance where the course does not live (apac-consortia in the example)

6. Use the option menu in the top right to Manage Offline Content

7. Select the course to be managed and click “Sync”

8. Wait for the sync to occur

9. Take the device offline

10. Navigate to the course while offline and see that neither the embedded Studio media nor the images appear

Additional Info

MBL-18690

---

Known issues indicate notable behaviors that have been escalated to the Canvas engineering team. Known issues are not a guarantee for an immediate resolution. This document is for informational purposes only and does not replace the Support process. If you are encountering the behavior outlined in this document, please ensure you have submitted a Support case (per your institution's escalation process) so Canvas Support can adequately gauge the overall customer impact and prioritize appropriately.