Our institution is currently experiencing an issue for students when trying to access assignments or quizzes through an external tool such as Norton Tools or eLab. The "load in a new window" button fails to execute any commands. When masquerading as the student the issue is duplicated but as a teacher the button successfully launches the external tool. The only remedy that I've found is to uncheck the "Load in a new tab" and have the external tool open within Canvas.
Has anyone else observed this?
@JeffChan70081475 I spoke with YuJa Support and they confirmed it's an issue on their end with Verity:
We are already aware of this issue, and it is currently being investigated under internal ticket VERITY-7831.I’ll add you to the customer notification list, and as soon as we have any updates, a fix, or a resolution, we’ll let you know.Thank you for bringing this to our attention and for your patience.
We are already aware of this issue, and it is currently being investigated under internal ticket VERITY-7831.
I’ll add you to the customer notification list, and as soon as we have any updates, a fix, or a resolution, we’ll let you know.
Thank you for bringing this to our attention and for your patience.
Removing their javascript from your theme should fix it for you…especially since you don't use Verity anymore. After looking at their code, I found a more technical cause, and why there is a 30 second timeout, but I'll spare you that. We still use Verity, so I'm just hoping they fix it soon.
I have not experienced this or recall seeing any tickets from our users on this. However, as disabling "Load in a new tab" makes it work, that strongly suggests the problem is not the vendor integration itself (Norton, eLab, etc.), because the launch works when embedded in Canvas. Instead, the issue is likely related to the new-window launch workflow for students. When Canvas launches an external tool in a new tab/window, the browser may interpret it as a popup. Students are much more likely to have popup blockers, privacy extensions, or security software enabled. Check browser console for blocked popup messages and try an incognito/private session. Also, many LTI tools still rely on cookies during the launch process, so ensure cookies are enabled.
Thanks for the information. When I tested it as a random student the issue was duplicated on my work computer. I have no VPN, additional extensions, or pop-up blockers installed.
Yes, I was just investigating this exact issue. The "load in a new window" button does not work for STUDENTS for any tool. When reports first started rolling in yesterday, I tested this as admin and it works fine. The button opens a new tab as expected. But as we got more reports, I found out its only occurring under the student accounts. If we use the test student account, or act as a student, the button will not work.
What I've found out so far is that if you wait exactly 30 seconds after the page loads, the button will work. But not before 30 seconds. I'm about to open a case with Canvas Support.
I reached out to a Norton rep and they said the same thing. However, I have one student that it still didn't work after waiting for the button to load. Glad I'm not the only one.
@JeffChan70081475 I'm chatting with Canvas Support and they replicated the issue. I'm trying to rule out 3rd party tools as the cause. Do you use YuJa Verity, YuJa Panorama, or DesignPlus?
We had Verity but switched to another proctoring service. Our custom JS had a verity script in it. I just removed it but haven't been able to test to see if it was interfering. Canvas L2 was saying it was our CSS/JS.
@Choachy So far it seems to actually operate better. I don't have to wait 30s or more for the external tool button to work. I've contacted the student to see if they see a change in behavior. Thanks for the communication!
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