Student Assignments - Trouble Viewing
In the past couple days, we've had a number of students report they are unable to view their assignments, whether in the Assignment Center or via the Class. Instead, it's freezes on a green loading dot screen. Has anyone else heard mention of this issue?
Comments
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@Michael Clark we have had these - they tend to be the browser. Safari is problematic, Chrome we use Incognito to rule out history/cache issues - also operating system updates, especially if security based will also present this issue. If we have tried all over the above, we have the student log into a network computer to see if it's the software or the student's device. Rarely is it the software.
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Hi @Kathy Hannon -
Thank you for outlining these steps! If possible, I wouldn't mind learning more about this from you or anyone who is experiencing the issue. There may be something on our end that we can look into to better the experience. If you are finding it to be an environmental issue, getting things like the OS, the browser, the browser version number, etc. would be very helpful. Submitting this to Support will help us better understand the scope and look into any kind of high-level trends.
-Mike
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@Mike Morrissette
We just had a student come down to report this issue. It is happening in Safari. He is able to get to his assignments in Chrome. We ensured pop-up blockers were off and cleared his cache in Safari, but with no luck. I will reach out to the student to ask if he can get us the operating system version he is using on his Mac.1 -
@Nancy Kierstead We were always told that Blackbaud is not stable using Safari. Avoid Safari and use a different browser like Chrome or Firefox.
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@Mike Morrissette
Hi Mike. We've had three students come down today. All with Safari. Changing to Chrome solves it, but they have been able to successfully use safari up until today. Our Help Desk tech did get the information for one student. They were on macOS Monterey version 12.5, Safari version 15.6 (17613.3.9.1.5)1 -
@Mike Morrissette
Of the students that I've spoken with, all were on iOS 16.1 or earlier versions. Updating to 17.1 or later fixed the issue for the handful I've worked with personally.1 -
@Michael Clark Great. I'll pass that along to our Help Desk folks.
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Hi Folks -
We're still looking into this on our end, but we're not seeing anything that would have caused this behavior. For the time being, if you have students experiencing this issue, updating their iPad to the latest version is the best course of action.
-Mike
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@Michael Morrissette - I submitted case 019886275. Older versions of MacOS and Safari. It works as expected in Chrome.
I have three other students coming in today with the same problem. I will add details to that case.
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Hi @Brian Gray -
We're investigating this, but it looks like it may have something to do with iPads that are on older versions. We've found that updating the iPad tends to resolve the issue, though we are hearing scattered reports of some users on the latest version still encountering issues. We don't believe this is isolated to Assignments either, it's just the majority of users who access our software with iPads happen to also access assignments regularly.
Any version numbers, and the specific screens that the students are encountering the issue is helpful in us better diagnosing what might be going on.
-Mike
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@Michael Morrissette
Just touched base with our Tech Support office. Of the 30+ kids who reported the issue, updating from 16.x or earlier iOS version to at least 17.x or newer fixed all of the assignment view issues.0 -
@Michael Morrissette - I'm seeing the problem on students' Mac Airbooks. I have not received any reports about iPads, but they are not used by students much here.
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Hi Folks -
We've just pushed out an update that we believe resolved this issue. We've done some testing on our end, and we're not able to duplicate any longer, but we know the issue we a little sporadic. Due to how recent the update was, you may need to log out and back in to refresh your instance of the database.
If you have a ticket with Support and are still able to duplicate the problem, please let us know which OS and/or browser version you're using and we'll continue to dig in from there.
-Mike
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@Michael Morrissette - I updated our support case notes. I checked the computers of students who reported the problem. Assignment Center is working as expected in Safari.
Thanks for the quick fix!!
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@Michael Clark @Michael Morrissette Our school had these issues last week as well. This week a handful of students are having trouble accessing Assessments. They all seem to be Mac users. For one student switching to Chrome from Safari helped. For others, it did not. I have now suggested they update their macOS and Chrome browser based on this discussion. Thanks! ?
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