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• Student Accounts
• Staff Accounts
• Australian Staff Accounts Canvas

Canvas Support

Canvas support may be contacted directly on 1800 292 308.

How to:

Reset a Canvas password

If you cannot remember your password 

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1. Confirm that Canvas cannot be accessed from another device on the network
2. Confirm that Canvas cannot be accessed from another device on an external network (e.g. mobile phone)
3. Create and escalate a ticket
4. Contact L3 immediately with the ticket number
5. L3 to advise all staff and contact Canvas support on 1800 292 308 
   
   Note:   Canvas operational status be checked via site:   https://status.instructure.com/

A user can't login or authenticate to Canvas

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1. Ensure the user is using their Active Directory username and password.
2. If the user is using Canvas offsite or a device that is NOT on the AIE domain:
   
   1. Try using the AIE domain prefix in the username, e.g.
      
      Username: aie\john.smith instead of john.smith
      Password: ********
       
3. If it affects an Australian staff member:
   1. Reset the password via Active Directory
       
4. If it affects a US staff member:
   1. Try using the http://aie.instructure.com/login/canvas URL to login
   2. Reset the password via Canvas
       
5. If the user DOES NOT have a Canvas account
   1. If this effects a staff account, please refer to the Australian Staff Accounts Canvas document to create/fix the Canvas staff account.
   2. If this effects a student account, please wait for the next enrolment sync. If the problem isn't fixed create a ticket, please refer to the troubleshooting steps in the Student Accounts document to ensure the account is created.

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1. Restart the workstation
2. Ensure the user's workstation is joined to the domain
3. Ensure the user is logged in via their own individual Active Directory account (not a generic account)
4. Test login via an external device (e.g. mobile phone) as the user may NOT have a Canvas account at all:
   1. If this effects a staff account, please refer to the Australian Staff Accounts Canvas document to create/fix the Canvas staff account.
   2. If this effects a student account, please wait for the next enrolment sync. If the problem isn't fixed create a ticket, escalate, and tag Kosta.

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This is currently processed manually after notifying IT by disabling the user's Active Directory account.

A section name in Canvas does NOT include the teacher's name

Problem

A section name in Canvas does NOT include the teacher's name, example below. 

Section name is:

AU 2017 Melbourne Cert 3 (Art) VETiS (T1-M17CUA3VETiS-4) 

Section name should be:

AU 2017 Melbourne Cert 3 (Art) VETiS - Teacher's Name (T1-M17CUA3VETiS-4)

Solution

Ensure there is a trainer allocated to the correlating timetable in Wisenet.

1. Search for the timetable in Wisenet by the timetable code, e.g. T1-M17CUA3VETiS-4
2. Add a trainer to the timetable
   
   Image Added
   
   
3. Wait until the next enrolment sync at 11AM or 4PM to confirm the fix!

A problem or 'how to' is not listed here

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• • Student Accounts
  • Staff Accounts
  • Australian Staff Accounts Canvas

If you cannot find a fix for these problems, escalate these issues to L3.

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