Web Browser and Loading Issues with Canvas

Users at times may experience issues when trying to access Canvas and/or integrated ed tech tools through Canvas.  Below are steps to help resolve some of the most common issues.

Supported Browsers

It is important for users to ensure they are utilizing a supported browser for Canvas and/or the ed tech tool.  Using an unsupported browser may result in certain features and/or functionality not working properly.

For best performance, Canvas should be used on the current or first-previous major release of:

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox

These are all free downloads and most computers already have at least one of the above browsers installed. Visit the Canvas Browser Support Page to learn more about supported browsers.

See also: Chromebooks Not Supported

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System Status

At times Canvas and/or connected ed tech tools may be unavailable due to schedule maintenance and/or system issues.

Users can check if any system announcements have been posted in MyWilmU and/or Canvas for scheduled maintenance and/or known issues.

If no announcements are currently posted, users are encouraged to check the Systems Status page to see if Canvas or the ed tech tool is reporting any issues.

If there is a known issue or scheduled maintenance, users will need to wait for it to be resolved and try accessing the content again later.

If there is not a known issue or scheduled maintenance announced, then it is recommended to try additional troubleshooting recommendations below.

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Links and Files

If a link/file in a Canvas course is broken or goes to an "Access Denied" page, then the link/file will need to be updated.

Students should report this to their instructor as soon as possible so the instructor can fix the link/file.

Instructors should do the following:

  • For files that aren't loading for students, try the following:
    • Remove the current file link and link to the file again. 
      • Test with Student View to see if that resolved the issue.
    • If that didn't work, try uploading the file via the RCE again to create a new file link/embed.
      • Test with Student View to see if that resolved the issue
  • For broken links and files that can't be fixed with the above steps, follow the steps on Reporting Broken Links

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Ed Tech Tools Requiring Third Party Cookies

Canvas is integrated will multiple ed tech tools to provide an enhanced experience for accessing those tools.  Some of these tools require third party cookies to work within Canvas, such as Kaltura.  Thus, it is important to ensure third party cookies are allowed for these tools when accessing them in Canvas for them to load properly.

*If any browser extensions are installed that block cookies (i.e. AdBlocker, DuckDuckGo), they may need to be disabled while using Canvas for ed tech tools to function properly if they rely on third party cookies (i.e. Kaltura).

Google Chrome

  1. Log into Canvas and go to the course/page with the ed tech tool (i.e. Kaltura) that isn't loading properly
  2. Click the Tune Icon at the left of the address bar (next to the website URL)
  3. Click the "Cookies and site data" link in the menu that appears
  4. Click the "Manage on-device site data" link
  5. Under "Data from embedded sites" look for those that are set as "Not allowed to save data to your device"
  6. Click the More Icon (3 vertical dots) next to any cookies that are needed for the ed tech tool and then click "Allow to save data"
    1. Zoom: applications.zoom.us
    2. Kaltura: The URL will end with ".kaf.kaltura.com"
  7. Click "Done" when finished allowing cookies
  8. Reload the page

Microsoft Edge

  1. Log into Canvas and go to the course/page with the ed tech tool (i.e. Kaltura) that isn't loading properly
  2. Click the Lock Icon at the left of the address bar (next to the website URL)
  3. Click the "Cookies and site data" link in the menu that appears
  4. Click the "Cookies" link
  5. Click the "Blocked" tab
  6. Click on the cookies for sites that are relevant to the tool that isn't working and then click "Allow"
    1. Zoom: applications.zoom.us
    2. Kaltura: The URL will end with ".kaf.kaltura.com"
  7. Click "Done" when finished allowing cookies
  8. Reload the page

Mozilla Firefox

  1. Log into Canvas and go to the course/page with the ed tech tool (i.e. Kaltura) that isn't loading properly
  2. Click the Shield Icon at the left of the address bar (next to the Lock Icon and website URL)
  3. Toggle the switch to Off for "Enhanced Tracking Protection"
  4. Reload the page

Safari

Since Safari doesn't allow adjusting the permissions to specific sites, it is recommended to use a different browser.

Mac

  1. Open "Preferences" from the Safari menu
  2. Choose the "Privacy" tab
  3. Ensure both "Prevent cross-site tracking" and "Block all cookies" are unchecked

iOS

This should help resolve third party cookie issues with the Safari mobile browser and the Canvas mobile app for iOS.

  1. Go to the "Settings" app
  2. Click on "Safari"
  3. Go to the "Privacy & Security" section
  4. Disable the "Prevent Cross-Site Tracking" and "Block All Cookies" settings

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Page/Content Loading Issues

Sometimes users experience issues with specific pages and/or content loading in Canvas.  Users can try the steps below for a potential workaround and/or full solution to the loading issue.

Incognito Mode/Private Browsing

If the loading issue occurs when accessing Canvas in a browser (i.e. Google Chrome, Microsoft Edge, Mozilla Firefox), then it is recommended to try using incognito mode/private browsing.

If the issue is resolved while in incognito mode/private browsing, it usually indicates an issue with data saved in the cache/cookies.  Follow the steps below to clear the cache and cookies to see if that fully resolves the issue when browsing in the standard mode (not incognito mode/private browsing).

Different Browser/Device

It is recommended to try using a different browser and/or device to see if it resolves the loading issue.  Google Chrome, Microsoft Edge, and/or Mozilla Firefox are the recommended browsers from which to choose.

If the loading issue is in the Canvas mobile app, it is recommend to try accessing Canvas through a mobile browser or on a desktop/laptop/Chromebook to see if the loading issue still exists.

If using a different browser/device resolves the issue, it usually indicates there is an issue with the original browser/device where the issue was experienced.  The most common way to resolve the issue in the original browser is to refer to the steps below to clear the cache and cookies.

Clear Cache and Cookies

At times the loading issue is caused by something that is stored in the cache and/or cookies.  Thus, users can try clearing the cache and cookies to see if that resolves the loading issue.

How do I clear my browser cache and cookies?

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Additional Support

If additional support is still needed, users can contact the Help Desk using one of the methods in the Get Help menu.  For quicker support, it helps to include the following information:

  • Link to where the loading issue is being experienced
    • For broken links, it helps to know where the link is posted too
  • Browser and/or app name being used to attempt to access the content
  • Type of device and operating system being used
  • Screenshot(s) showing any error message(s)
  • Summary of any troubleshooting steps already attempted

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