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Canvas is not working correctly for me

AnasJadallah7924183

I've sent a support thing and didn't get a message back, I'm sorry if I'm not supposed to put it here. I use a iPhone 8+ with the iOS of 16.7.16, ever since Instructure fixed Canvas from the hack, the website worked, but the app for me doesn't at all. I see everyone at my university (UCR) having it work for them, but few of here and there also have this issue. If I were to open the app right now, I am greeted with "Find my School", I type my university and pick the one that is it, I then get a error screen saying "Failed to Load Login Page, go back and make sure you entered a valid institution name"… This happens to any random school option I pick as well, even the "Canvas Network" button and the Log-In QR Code thing.

I've tried resetting the cache, restart my phone, and deleting the app and reinstalling it back, did not work. I went to my universities IT support and they didn't know how to fix it, in matter of fact, one of them even have the same exact issue. I really need this to be fixed cause honestly I feel more organized using the app rather than viewing the site for a quick check of my assignment, etc. But, I feel like its cause of me in a downgraded version of Canvas, I mean before the hack, it was always fine, but now this happens for no reason.

If a dev, admin, or anyone understands why this happens and whats the fix, please let me know, I would appreciate it and would be as well good to let my schools IT Support know too!! Thank you

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Accepted answers

dbrace

Thank you for the video and your persistence.

My guess, and I do not work for Instructure/Canvas, is that even though the Apple App Store is allowing you to download an older version of the Canvas app because you do not have at least iOS 17 and the latest version of the Canvas app requires at least iOS 17, this is probably a device compatibility issue.

The old version of the Canvas app that you are installing might be compatible with the iPhone itself but it is not compatible with the overall behind-the-scenes Canvas infrastructure.

As you said and know, you have iOS 16.7.16. That version of iOS is 3 versions old and version 17 (released in the fall of 2023), 18 (released in the fall of 2024), and 26 (released in the fall of 2025) are more recent.

Unforunately, I believe, this means that your iPhone and the Canvas mobile app is not compatible with the Canvas infrastructure.

-Doug

mivanovic

Hi there, I am a Canvas admin for our university. We had several students report issues with the app post the Canvas cyber incident, for which the app was working fine prior to the incident. These students were all running iOS16 or older.

I was able to loan an iPhone 8 with iOS16 to troubleshoot and can confirm I did see the same issue as yourself .

I have a ticket in with Canvas Support and just checked in with them for an update. I have just tried to log into the app just now and was able to log in successfully! I have asked Canvas Support for fix details and have not noted any details as yet on the release pages for the app or the May release page.

Hope that helps! ☺️

All comments

Nichole

Hello, @AnasJadallah7924183! You may reach out to support regarding this issue. You can either reach out via the Canvas App or via Web. Please refer to the following guides on how to contact support:

AnasJadallah7924183

I can't do anything to on my iphone in the app, so theres no other button except "Find my School" "Canvas Network" and "Log-in QR" and all of them lead to a error similar to the screenshot.

I can make the ticket on the web, so I'll just copy everything I said and submit it as a ticket.

AnasJadallah7924183

I did also submit a ticket to be honest, and I never got a response for a while…

AnasJadallah7924183

Is there anyone who may know how to fix this, I still have this issue to this day.

dbrace

@AnasJadallah7924183,

If you have not already done so, completely delete the app from your iPhone. This is explained by Apple in a guide at https://support.apple.com/guide/iphone/remove-or-delete-apps-iph248b543ca/ios.

Then force restart your iPhone. This is explained by Apple in a guide at https://support.apple.com/guide/iphone/force-restart-iphone-iph8903c3ee6/ios.

After unlocking your iPhone, go to the App Store and download the Canvas app from https://apps.apple.com/us/app/canvas-by-instructure/id480883488.

You can then try to log into the Canvas app using either of the guides below, the QR code option might be the easiest to use if you are already logged into Canvas from a regular computer.

If you still have problems, please take screenshots or record your screen to show us what is or is not happening.

-Doug

AnasJadallah7924183

Each thing that you listed, is what I've done, and still lead to this issue that I showed in the screenshot

Full shutting off my phone and turning it back on, doesnt work either. As said, this is an iPhone 8 running on iOS 16.7.16.

8mb.video-VJK-rqvNUywQ.mp4

dbrace

Thank you for the video and your persistence.

The old version of the Canvas app that you are installing might be compatible with the iPhone itself but it is not compatible with the overall behind-the-scenes Canvas infrastructure.

Unforunately, I believe, this means that your iPhone and the Canvas mobile app is not compatible with the Canvas infrastructure.

-Doug

AnasJadallah7924183

So, its not possible that they can update the latest old version for ios 16 to be compatible?? Otherwise, thats it for this?

dbrace

I am not an expert but let me try to explain based on my understanding. Also, I am heading out for the evening I will not be responding back at the pace that I have been.

…

Your ability to download an old version of the Canvas app on an old version of iOS is not something Instructure (or any developer) is specifically allowing. It is because Apple makes it possible since you previously (at any one point-in-time) downloaded the compatible version of the Canvas app on an Apple device that was compatible with the latest version of the app.

At present, your inability to use the old version of the Canvas app on an old version of iOS is (probably) because the "behind-the-scenes" Canvas infrastructure is no longer compatible with the code in the old version of the app.

Unless Instructure were to completely discontinue the current listing of the Canvas app in the Apple App Store and make a new listing, I do not think Instructure can prevent you from downloading the old version (as long as the prerequisites I mentioned above have been met) of the Canvas app.

Could Instructure update the old version of the app so that it is compatible with the current Canvas infrastructure? Probably not because of how the Apple's App Store works in general and with versioning. They would probably have to make a "new" listing of the Canvas app in the Apple App Store that is the old version of the Canvas app and I do not see Instructure doing that and I do not think Apple allows that because of confusion (they do allow a new listing for a new version of an app as long as its name is different).

-Doug

mivanovic

I was able to loan an iPhone 8 with iOS16 to troubleshoot and can confirm I did see the same issue as yourself .

Hope that helps! ☺️

AnasJadallah7924183

Just as I was finished reading your messaged, I did a quick delete the app and reinstalled it again, this time it took its time and FINALLY opened the UCR login page. I very much appreciate you telling me!!

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