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Changes often force us to adapt in ways we’ve never experienced, which can be a major driver of personal (and even professional) growth and development.

FAQ

If you cannot find the answer below, please email canvassupport@calpoly.edu with your question. 

Try First (Troubleshooting)...

  1. Try a HARD Refresh. 
    Safari: Command (⌘) + Option (⌥) + R. 
    Chrome/Firefox: Hold both the ⌘ Cmd and ⇧ Shift keys and press the R key.
  2. Try in a private/incognito browser window
  3. Try a different supported browser (make sure the alternate browser is also fully updated, I recommend Chrome or Firefox)
  4. Make sure your browser is fully up to date
  5. Check your browser version and settings
  6. Clear your cache (here is how to do that on a PC and a Mac)
  7. Try on a different device (if possible)
  8. Try on a different network (if possible)

How will I access Canvas?
Through the Cal Poly Portal (my.calpoly.edu). Look for the Cal Poly Canvas link under the My Apps menu on the left.

I can't find my Courses...
First, your instructor MUST Publish the course for you to see it. If the course is not Publish, please email your instructor. 
If you have organized your Dashboard with "Stars" to show only Spring, you will have to find your Summer courses via the Courses > All Courses link. 

All courses
On this page click on the Star icon to favor the course you want to see on the Dashboard. Make sure to favor ALL the course you want to see. 

My quiz is frozen or I have been kicked out
Leave the exam by closing the browser, do NOT click "Submit". Open the browser again and click on the quiz and "Resume" where you left off. If the quiz is timed, the timer does not stop. 

Pronouns in Canvas
Users can add pronouns in Canvas. Click on your Account > Settings > Edit Settings. From the Pronouns list, choose and Update Settings.

How do I change my name in Canvas?
Users can change their “preferred” name on the Portal?

  1. log into the Portal https://my.calpoly.edu
  2. go to the Personal Info tab
  3. Click on Preferred Name - edit

The next day (about 5am), Canvas will get the "preferred" name and it will change how the name appears.

Can't Attach file to Discussion - User Storage Full.
Each student only has 54MB of user storage. This is space you can store your files in Canvas under Account > Files. But, Cal Poly already has OneDrive and each student has 1TB of space. If your instructor asks you to attach a file in a Discussion...that uses the user storage in Canvas unless you link the file from OneDrive, Google, Box, or other cloud option. 
More media options

Google - You need to authorize this integration in order to use it...
Please login to Google via your Canvas account so you can use Google to submit your Google files.  

How do I see emails from Canvas?
Canvas doesn’t have a direct email tool, however, the Canvas Inbox function serves a similar purpose.  In addition to messages being accessible from within Canvas Inbox, students are sent email, text, or app-based messages based on their personal Notifications settings. When students take action to modify their Notifications settings (Conversations), they will receive an email with the content of a Canvas Inbox message included. NOTE: A course must be published and the Start Date passed before students will receive any Canvas inbox message or Notification sent to them from that course.
Message settings

I was moved from the waitlist into a course, but I don't see the Canvas course yet?
Please ask your instructor to manually add you to the course since you will not be added until the 5th day of the quarter officially. 

My quiz answer doesn't include a minus sign?
This bug was discovered in December and is intermittent meaning sometimes the minus signs will display and other times they will not. There are several suggestions to resolve this issue when it occurs:

  1. It looks like the bug fix should be included in Chrome 88, so the last option would be to upgrade Chrome.
    NOTE: Chrome 88: permanently removes the support for Adobe Flash Player
  2. Use another browser. The issues seem to only be related to Chrome so using Firefox or Safari should avoid the problem.
    NOTE: Safari has had issues with quiz images appearing - so try Firefox first. 
  3. If you suspect a minus sign is missing, right-click the equation and open it in a new tab or zoom in on the image
  4. Disable hardware acceleration in Google Chrome. (Apparently this was the solution to avoid the problem all together before 4 was an option and you really wanted to keep using Chrome)

Where is the Math Editor in the NEW Rich Content Editor (RCE)?
Since Dec. 29, we have moved to the NEW RCE and you will need to add the MathType editor.

In the New RCE:

  1. Click on Tools > Apps > View All
  2. Click on the Insert a math equation - MathType. Use the pop-up tool and close via the X in top right Conner. 
    NOTE: the MathTpe is now available in the Plug tool. 
    mathType

Where is the YouTube in the NEW Rich Content Editor (RCE)?
Since Dec. 29, we have moved to the NEW RCE and you will need to add YouTube.

In the New RCE:

  1. Click on Tools > Apps > View All
  2. Click on the YouTube. Use the pop-up tool and close via the X in top right Conner. 
    NOTE: the YouTube is now available in the Plug tool. 
    mathType

Images not appearing in Safari Browser
1) Disable cross-site tracking prevention
2) Hard reload the page: 

  • Macs: Command+R (or Command+Shift+R for a heavy-duty reload) 
  • PC: Control+R (or Control+Shift+R for a heavy-duty reload)

3) Clear your cache (here is how to do that on a PC and a Mac)

Images not appearing in Quiz
1) Use Chrome
2) Simply reloading the page at hand in Canvas can help. 

  • Macs: Command+R (or Command+Shift+R for a heavy-duty reload) 
  • PC: Control+R (or Control+Shift+R for a heavy-duty reload)

3) Clear your cache (here is how to do that on a PC and a Mac)

File is Unauthorized - unable to upload or open:
Files within the LMS can not have characters within the file name that confuse the LMS. For Example: "432: Class Notes.#2.docx". 
Characters like:

/ \
? %
* :
| "
< >
. ( )
# @
& +

How will I access PolyLearn or Canvas courses?
Through the Cal Poly Portal (my.calpoly.edu). For Winter 2020 - PolyLearn-Moodle will be just like it has been. Canvas will be a link in the Left My Apps menu on the left.   Please see: Where is my course for more information. 

Where will my school work go after we move from Moodle to Canvas?
We are currently working on a solution. Cal Poly will need to retain at least a year's worth of PolyLearn-Moodle student participation.

Error 500 - Internal Server Error
If you are receiving an “Error 500 – Internal Server Error” message while trying to log into Canvas, you will need to clear the cookies on your web browser to resolve this issue. Please follow the instructions below to clear the cookies for your desired browser.
Chrome | IE | Firefox | Safari

Please make sure that you are using the latest versions of the browsers below. Before you begin troubleshooting, please close all the windows of the particular browser. Once you have gone through all the steps, re-open your browser and log into Canvas.

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