February 2017

Media Services in Sydney Region Unavailable
The media services for our Sydney Region were temporarily unavailable from 5:02 PM to 5:15 PM, MST. Our Operations team was able to quickly resolve the issue, and media services should now be fully operational. Thank you for your patience during this time.
Feb 23, 17:00 MST
Crocodoc Internal Server Errors
Previewing of documents in Crocodoc has now returned to normal functionality, and the internal server errors seem to have subsided. We will continue to monitor the situation, but for now we will mark this issue as "resolved". Thank you for your patience while the service was unavailable.
Feb 22, 08:44-08:58 MST
Small percentage of users unable to access Canvas
About 1% of Canvas users were unable to access or use Canvas for about 30 minutes between 10:42 and 11:06 AM GMT this morning. Our DevOps team was able to address the issue and Canvas should be functioning normally once again. We sincerely apologize for the trouble this incident caused for you and your users.
Feb 13, 04:19 MST
Some users unable to record media using the Media Upload tool
Our engineers have identified the cause of the 'Record' option not connecting, and have resolved the issue. Recording should be functioning properly once again. We appreciate your patience with this situation, and apologize for any inconvenience this may have caused.
Feb 10, 07:32-07:42 MST
Slowness for Canvas users in accounts hosted in the Dublin AWS data center
Our DevOps team has notified us that the server performance is back to normal levels now. We will be monitoring this situation carefully, and we’ll provide further updates if there are any signs of disruption. We cannot thank you enough for your patience through this situation. We sincerely apologize for any inconvenience this may have caused you and your users.
Feb 9, 07:23-10:51 MST
Issues with logging into Canvas, LDAP, and Crocodoc Rendering,
Our Ops team was quickly able to identify the situation where users weren't able to login, nor preview documents within Canvas. There was a temporary interruption with the servers responsible for communicating with external services. This includes Crocodoc, LDAP, and CAS login services. This situation has since been resolved. We sincerely apologize for any inconvenience this may have caused, and appreciate your patience.
Feb 9, 08:00-08:20 MST
Slowness with UK instances of Canvas
Our Ops team has remedied the slowness and timeouts that was affecting some of our Canvas users. We'll continue to investigate the cause to ensure that this behavior does not continue. We appreciate your patience with this situation, and sincerely apologize for any inconvenience this may have caused.
Feb 9, 05:19-06:29 MST
Test Instance is Inaccessible to some Users.
Our engineers were able to quickly identify the issue of Test instances being inaccessible, and resolved the situation. Test sites are now available again for all users. We appreciate your patience with this situation, and sincerely apologize for any inconvenience this may have caused.
Feb 6, 11:38-11:40 MST
Degraded performance in Canvas
The slowness issues have been resolved, and users should once again be seeing normal levels of performance when using Canvas.
Feb 6, 08:09-09:16 MST
A small number of users are receiving 503 errors
The error has been corrected and normal functionality has returned to all users.
Feb 6, 03:50-03:56 MST
Course Chat Tool Unavailable
The maintenance event for the Course Chat tool is now complete, and Course Chat functionality is back to normal. Thank you for your patience during this time.
Feb 3, 12:13-22:31 MST
Brief Scheduled Maintenance - Canvas Live Chat
The maintenance event for our Live Chat feature is now complete, and Live Chat is now fully operational. Thank you for your patience during this brief maintenance.
Feb 1, 16:00 - Feb 3, 22:05 MST
User experienced slowness and timeouts in Canvas
Between 10:20-11:30 UTC a small group of Canvas users experienced degraded performance, including slowness and intermittent 503 page errors. The issue has been resolved and performance has now returned to normal levels. We apologize for any inconvenience experienced during the time frame.
Feb 2, 09:40 MST

January 2017

Some Users are unable to Record Media using the Media Upload Tool
Our engineers quickly identified the cause of the 'Recording' function not connecting, and have resolved this issue. We appreciate your patience with this situation, and apologize for any inconvenience this may have caused.
Jan 22, 08:36-08:53 MST
Users experiencing slowness and timeouts in Canvas
A small percentage of Canvas users may have experienced slowness or timeout errors while attempting to access Canvas. Our engineers concluded that this came from a database failure while performing maintenance. The issue has since been resolved; users would have only experienced this behavior between 6:04 and 6:20 pm MT. All systems are currently operational.
Jan 10, 18:53 MST
Commons not Loading for Users
Between 12:33 and 12:42 pm MT, the Commons application was not loading for users. Our engineers were able to locate the problem and were able to address it soon after. Commons is now loading normally once again.
Jan 4, 12:51 MST
Users experiencing slowness and timeouts in Canvas
Our engineers have resolved the issue and server performance is now returned to normal status. We apologize for any inconvenience this has caused.
Jan 3, 06:07-06:20 MST

December 2016

Some users experiencing slowness and timeouts in Canvas
Our DevOps team has verified that all servers are functioning normally once again.  Users should no longer be experiencing slowness and timeout errors when accessing Canvas.  Thank you for your patience as we investigated the issue.
Dec 21, 02:04-02:42 MST
Intermittent slowness for some users
Our Ops team was able to identify and correct the problem causing the slowness, all instances of Canvas are back to normal operation.
Dec 14, 18:34-18:50 MST
Some Users are Experiencing Page Errors when Accessing Course
Our engineers quickly identified the page errors and got those resolved. This incident affected less than 2% of users, and the page errors were intermittent from 7:20AM (MST) to 7:43AM (MST) We appreciate your patience, and apologize for this situation.
Dec 7, 07:42-08:13 MST
Some Users are Experiencing Page Errors when using Canvas
We have resolved the issue that was affecting a small percentage of Canvas users and their ability to access the system. Users should no longer be seeing the intermittent slowness and page errors reported this morning. Thank you for your patience and we apologize for any inconvenience that was experienced as a result of this event.
Dec 5, 08:31-14:10 MST

November 2016

Some Users are Experiencing Page Errors when using Canvas
The affected servers from the earlier incident seem to be behaving normally. We will continue to monitor performance, but will mark this issue as resolved. We appreciate your patience with the situation.
Nov 30, 07:33-13:55 MST
Page Error when accessing Canvas
Our engineers were able to identify and resolve the issue creating page errors for those affected Canvas users and performance should be returning to normal operation. The error was caused due to a server software upgrade. Users were affected for approximately 45 minutes from 5:44 AM MT to 6:29 AM MT.
Nov 21, 06:19-06:42 MST
SCORM Packages Improperly Loading for a Small Number of Canvas Users
This issue is now resolved. Details of the incident will be sent to the small number of Canvas users who we've determined were affected. Thank you for your patience.
Nov 19, 14:33-16:06 MST
Error when loading SCORM packages
All SCORM functionality has been restored. We will mark this issue as resolved, but will continue to monitor the situation. Thank you for your patience as we've worked towards a resolution.
Nov 19, 09:15-13:47 MST
Intermittent Error when Previewing documents in Speedgrader
Since our last update, we've continued to see lower frequency of errors, including no new reports of the 'Service is Unavailable' error message, in the last 24 hours. Our Engineering team has made a few changes to how timeouts like this are reported and handled by automatic processes in Canvas. This will allow for quicker identification of errors that occur, and enable us to contact our partner companies for faster resolution.
Nov 16, 11:46 - Nov 18, 18:43 MST
Intermittent Issues with our Case Management System
Our Case Management System's support team was able to identify the cause for the recent outage, and Service Cloud is now fully operational. The Support Chat feature is also available once again, for those with access, and thank you for your patience during this unexpected disruption in service.
Nov 16, 17:39-20:40 MST
Course Chat Tool Unavailable
Our DevOps team found the issue that was causing the course chat tool to not function as intended and the chat tool is now back online. We apologize for any inconvenience this may of caused and thank you for your patience.
Nov 14, 18:53-22:13 MST
Crocodoc Service is unavailable
The infrequent connection timeouts, when viewing documents in the Crocodoc previewer, seem to have now subsided. We will continue to monitor the situation but for now, we'll mark this incident as "solved". Thank you for your patience during this time.
Nov 14, 07:41-20:53 MST
Ongoing Intermittent Document Preview Error
Our engineering team has addressed the errors experienced during document previewing and services should now be back to normal. Thank you for your patience during this time.
Nov 5, 08:25 - Nov 8, 19:10 MST
A small number of users are experiencing slowness and timeouts in Canvas
Our DevOps team identified an issue affecting one of our servers between 1:26PM to 1:53PM, and then again from 2:11PM to 2:25PM MDT. During that time, affected individuals may have experienced timeouts and page errors. All servers are now operational and thank you for your patience.
Nov 8, 14:43-18:07 MST
Ongoing Intermittent Document Preview Error in Canvas
The issue surrounding document previews has subsided for now and we're actively working with our partner company for further details. For now, we're considering this occurrence to be "resolved" and thank you for your patience.
Nov 4, 08:42-20:06 MST
Intermittent Document Preview Error in Canvas
Users should no longer experience an intermittent error when trying to preview documents within Canvas, but we will continue to monitor this issue. Thank you for your patience.
Nov 3, 09:26-09:46 MST
Document Preview Intermittent Error
The issue that was affecting some Canvas users' ability to preview documents in Canvas should now be resolved. Thank you for your patience.
Nov 2, 10:15-14:12 MST
A small number of users experienced slowness and timeouts in Canvas
Our DevOps team identified an issue affecting one of our servers between 10:59 AM and 11:09 AM MDT. During that time, affected individuals may have experienced timeouts and page errors. All servers are now operational and thank you for your patience.
Nov 1, 10:59 MST

October 2016

Import Slowness
Our operations team has resolved the issue and job server performance has returned to normal. We apologize for any inconvenience this has caused.
Oct 31, 10:10-11:50 MST
A small number of users are experiencing slowness and timeouts in Canvas
A small subset of users may have intermittently experienced minor slowness or timeouts while accessing Canvas this morning from between 9:00 AM to 10:00 AM MDT. Our Operations team was able to resolve what was causing the degraded performance. We apologize for any inconvenience this may have caused.
Oct 24, 10:37 MST
Wide-scale DDoS attack
This incident has been resolved.
Oct 21, 11:03 - Oct 22, 00:03 MST
A small number of users are experiencing slowness and timeouts in Canvas
Our operations team has resolved the issue and performance has returned to normal. We apologize for any inconvenience this has caused.
Oct 21, 07:23-07:39 MST
A small number of users experienced slowness and timeouts in Canvas
Our DevOps team identified a very high load of activity coming from a single course between 4:24 AM to 5:12 AM MDT. This activity may have resulted in potential slowness for some users accessing Canvas during this brief period. Our Dev team has a patch being tested to ensure this does not happen again.
Oct 17, 09:31 MST
A small percentage of users experiencing slowness in Canvas
Our operations team has resolved the issue and performance has returned to normal. We apologize for any inconvenience this has caused.
Oct 13, 16:47-17:43 MST
A small percentage of users experiencing slowness and timeouts in Canvas
Our operations team has resolved the issue and performance has returned to normal. We apologize for any inconvenience this has caused.
Oct 12, 19:21-19:24 MST
A small number of users experiencing slowness and timeouts in Canvas
Our operations team identified an issue affecting a small percentage of Canvas users as of 8:13 PM MDT. These users would've experienced degraded performance in the form of slowness and timeout errors until we resolved the issue at 8:27 PM MDT. We apologize for any inconvenience this may have caused.
Oct 11, 20:13 MST
Intermittent slowness and timeout issues affecting the Roll Call Attendance tool
Our Operations team was able to successfully restore access to the Roll Call Attendance Tool, performance has returned to normal. We appreciate your patience as we worked through this issue.
Oct 11, 08:22-09:23 MST
A small subset of users experiencing slowness and timeouts in Canvas
A small subset of users experienced some slowness and timeout errors while attempting to access Canvas. Our Ops team was able to correct this issue, and will continue to monitor the situation. This occurred between 7:20 and 7:34 Mountain Time (13:20 and 13:34 UTC).
Oct 10, 07:40 MST
"All circuits busy" message when calling Support
The phone system has been fixed and is functioning properly again. We apologize for the inconvenience!
Oct 4, 08:53-09:37 MST
Errors when accessing Canvas
All access to Canvas has been restored at this time.
Oct 3, 09:20-09:47 MST
Single Sign On errors when accessing Canvas
Some users may have experienced a Single Sign On error when trying to access Canvas this morning, between 9:07 am MST and 9:18 am MST. This was due to an outage with AWS servers, which are used to host Canvas services. Users should no longer have any trouble logging into Canvas due to these errors.
Oct 3, 09:20 MST

September 2016

Intermittent slowness and timeout issues affecting the Roll Call Attendance tool
We've confirmed that performance has returned to normal. Users are able to access and use the Roll Call Attendance tool without issue once again.
Sep 29, 12:34 - Sep 30, 10:30 MST
Users experiencing issues accessing content in Commons
A fix has been deployed for the issue preventing users from accessing content in Commons. Commons Functionality has now returned to normal.
Sep 26, 07:56-10:11 MST
A small percentage of users are unable to access Canvas
We have resolved the issue that was affecting a small percentage of Canvas users' and their ability to access the system. Thank you for your patience and we apologize for any inconvenience that was experienced as a result of this event.
Sep 24, 12:00-12:08 MST
A small subset of users experiencing slowness and timeouts in Canvas
The performance issues that were affecting a small percentage of our users have subsided. Functionality has returned to normal.
Sep 7, 07:59-09:46 MST

August 2016

Previews slow to load or not available for some documents in Canvas
At about 4:55 pm Mountain Time, our Support team was alerted to an issue with some documents not displaying a preview in Canvas. Users were seeing a message indicating "the service is not available right now; please try again later". These previews were appearing correctly again by 5:05 pm Mountain Time. We apologize for any trouble you had with document previews during that time.
Aug 29, 17:09 MST
Phone System Down
The Canvas Support phone system was down for about 25 minutes between 7:20 AM Mountain Time and 7:45 AM Mountain Time this morning. During this time, our agents were not able to receive calls. Callers could leave voicemail messages, but we could not access or return them. At 7:45, the phone system revived. Our agents are now able to take calls, and we are busily returning voicemail messages, too. We apologize for the trouble this may have caused you and some of your users this morning. We know it's important that we be available to you 24/7. Our IT team is working with our telephony provider to understand what happened and to ensure that they know how important it is that our phones be up and accessible at all times.
Aug 25, 07:34-08:06 MST
Previews slow to load or not available for some documents in Canvas
Performance has returned to normal. Users should no longer experience issues when trying to preview documents in Canvas. Thanks once again for your patience, and we apologize for any inconvenience this caused for you or your users.
Aug 22, 10:35-16:27 MST
Content Picker Loading issue
Our DevOps team has implemented a solution to keep the "Loading failed" message from showing in the right-hand content-picker menu on "Edit" pages in Canvas (and anywhere else the rich content editor is used). Service was restored at about 4:03 pm MT.
Aug 22, 15:55-16:10 MST
Slowness or Timeouts in Canvas
At 5:45 PM UTC time about 2% of Canvas users experienced slowness and time outs while accessing Canvas. Our Operations team has since restored normal operations.
Aug 22, 12:16 MST
Intermittent error when previewing documents with Crocodoc in SpeedGrader
Performance has returned to normal. Users should no longer experience issues when trying to preview documents in SpeedGrader. Thanks once again for your patience, and we apologize for any inconvenience this caused for you or your users.
Aug 13, 16:46 - Aug 14, 14:59 MST
Some users experiencing slowness and timeouts when accessing Canvas
Performance has returned to normal. Users can access and use Canvas once again. We thank you for your patience and apologize for any inconvenience this may have caused.
Aug 8, 19:42-19:52 MST
Users in the Sydney region experiencing difficulty accessing and using Canvas
Users belonging to accounts hosted in our Sydney infrastructure began experiencing slowness and timeouts in Canvas at 7:16 pm MDT. Our Operations team was quick to identify the cause and implement a solution. Performance returned to normal at approximately 7:25 pm MDT. We appreciate your patience with us and apologize for any inconvenience this caused.
Aug 7, 19:25 MST

July 2016

No incidents reported for this month.

June 2016

Annotations Unavailable in SpeedGrader
Beginning at 10:30 AM Mountain Time, users were reporting issues adding and viewing annotations for assignment submissions that normally appear in the Crocodoc file previewer in Canvas. They were instead seeing messages stating "Annotations are not available for this document". This was a side effect to a recent fix that had been done to allow users to download annotated submissions. Our engineers have addressed the issue and those files are displaying properly once again. Users should now be able to view and add annotations to assignment submissions in their courses.
Jun 30, 11:00 MST
Slightly-elevated error rate in Canvas affecting some requests from users
Engineers have found and resolved the root cause of this issue. We've addressed the problem for now and will implement a change to prevent future, similar incidents in the near future. We apologize for the trouble this caused for affected users.
Jun 26, 13:15-14:48 MST
Files Not Processing in Crocodoc
Assignment submissions are now loading successfully in Crocodoc, if they are Crocodoc-supported file types (see our Canvas Guide at https://community.canvaslms.com/docs/DOC-2959 for more information). Upon initial investigation, it seemed that the errors we were seeing on the back-end for Crocodoc files in Canvas were coming from the Crocodoc service itself. In working with Crocodoc (Box), they confirmed that their services were functioning appropriately. This led our engineers to verifying our settings once again. Upon doing so, they found a global required setting that had been misconfigured. With that configuration now updated, Crocodoc file preview has returned to normal functionality.
Jun 16, 15:01-15:50 MST
Slowness and Timeouts
For now, the system performance issues have subsided and Our DevOps team will continue to monitor system performance.
Jun 9, 10:53-11:04 MST
Slowness/Outage for some users
For now, the system performance issues have subsided and Our DevOps team will continue to monitor system performance.
Jun 8, 18:03-18:37 MST
Amazon Web Services issue causing problems for Canvas users on accounts hosted in Sydney
AWS continues to work on the problem in their Sydney region. The workaround we've implemented to restore service for users in that region is sufficiently durable and robust to support Canvas in this region while our AWS partners continue to investigate and address the root issue. We'll watch developments closely and restore the normal configuration when it's prudent to do so.
Jun 4, 23:58 - Jun 5, 00:51 MST
Some users seeing slowness and page errors
Our Operations team was able find the cause of the intermittent page errors and timeouts. All Canvas instances are now fully operational. We apologize for any trouble this has caused for you and your users!
Jun 2, 10:45-11:02 MST

May 2016

Small subset of users experiencing slowness and timeouts in Canvas
Performance has been restored and appears to be stable for all users. The small percentage of affected users should no longer be seeing slowness and timeout errors (displayed as blank, white pages). We apologize for any trouble this incident has caused.
May 28, 12:11-12:20 MST
A small subset of users experiencing slowness and timeouts in Canvas
Performance has been restored and appears to be stable. The small percentage of affected users should no longer be affected by the slowness and timeout errors (displayed as blank, white pages). We apologize for any trouble this has caused, and appreciate your patience as this was addressed.
May 27, 23:02-23:11 MST
A very small subset of users experiencing slowness and timeouts in Canvas
Performance has been restored and appears to be stable. The small percentage of affected users should no longer be affected by the slowness and timeout errors they've been seeing this morning (displayed as blank, white pages). We apologize for any trouble this has caused, and appreciate your patience as this was addressed.
May 26, 11:52-12:55 MST
A very small subset of users experiencing slowness and timeouts in Canvas
Performance has returned to normal. The issue causing slowness and intermittent timeouts for a small number of users has been resolved.
May 26, 09:13-09:54 MST
Users in SYD, SING, and EU regions experiencing difficulty with media files hosted in Canvas
The issue preventing users from accessing media files in Canvas has been resolved. Users can play audio and video files as normal.
May 24, 20:10-21:41 MST
Some Canvas users experienced slowness and error messages
Some users (<2% of total) experienced slowness and error messages in Canvas this morning between 6:49 AM and 7:01 AM US Mountain Time (1249 and 1301 UTC). Our DevOps team quickly added more resources to address a sharp, unexpected increase in system load affecting a single database cluster. Performance is now normal for all users. We apologize for the trouble!
May 16, 07:07 MST
Error messages for some students taking quizzes between 7:33 AM and 7:41 AM Mountain Time
Some students taking or updating quizzes between 7:33 and 7:41 AM Mountain Time (13:33 and 13:41 UTC) received error messages when submitting an answer. Refreshing the page resolved this issue for affected students. We have replied to all tickets that were submitted about this issue during that time and will send a more-detailed message to account administrators shortly.
May 14, 08:20 MST
A very small number of users are seeing slowness and page errors
Our Operations team was able find the cause of the intermittent page errors and Slowness. All Canvas instances are now fully operational.
May 13, 11:43-12:33 MST
Slowness and some errors for some users in Canvas this morning
About 20% of Canvas users experienced slowness and some errors in the application between 5:00 AM and 5:50 AM US Mountain Time (1100 and 1150 UTC) this morning. A small percentage of users were affected earlier, beginning at about 4:15 AM US Mountain Time (1015 UTC). Our DevOps team identified the cause of the issue, which had to do a change in Canvas code that prevented our capacity-management software from deploying new resources in a state where they could help address increasing system load. We sincerely apologize for the trouble.
May 4, 07:21 MST
A small percentage of Canvas users are experiencing slowness
All users should now be able to access and use Canvas as usual. We sincerely apologize for the brief time of slowness.
May 2, 13:30-14:30 MST
A small percentage of Canvas users experienced slowness for 15 minutes
About 2% of Canvas users experienced some slowness between 7:30 AM and 7:45 AM US Mountain Time (13:30 and 13:45 UTC). We apologize for any disruption this caused. We didn't receive any tickets from users, but our system logs indicate it happened, and we wanted to make sure this info is available should a Canvas admin receive a question about it from a user later on.
May 2, 08:23 MST

April 2016

Some users not able to access Canvas
All Canvas users can now access and use Canvas as usual again. We'll provide an incident report to admins at affected institutions by the end of the business day tomorrow.
Apr 21, 12:02-12:12 MST
Some Users Experiencing Slowness in Canvas
Some users experienced mild slowness in their Canvas site between 12:20 pm and 12:50 pm MDT. During this time, pages within the site may have taken a little longer to load, but users were still able to access those pages successfully after a few seconds. Our DevOps team has identified and addressed the issue, and Canvas should now be loading normally for these users once again.
Apr 11, 12:48-12:57 MST
Some Users Unable to Access Canvas
Some users at a few institutions experienced difficulty accessing Canvas today between 10:04 and 10:16 am MDT. This issue displayed as a blank white page, a login error, or a Page Error message. Our DevOps team was able to identify and resolve the issue within that time and all users should be able to access the site once again.
Apr 6, 10:20 MST
Chat Tool Within Canvas Not Loading
Our Operations team is in the process of resolving the affected areas of the course Chat tool. At this time, this incident will be set to "Resolved", as the majority of users will not experience any errors. Thank you for your patience.
Apr 5, 19:51-23:16 MST
Chat Tool Within Canvas Not Loading
Our Operations team has completed the restart process for the server supporting the Chat tool (within courses) and the Chat tool is now fully operational. We thank you for your patience during the process.
Apr 4, 18:21-19:30 MST
Error messages for some students taking quizzes between 8:35 AM and 8:41 AM Mountain Time
Some students taking quizzes between 8:35 and 8:41 AM Mountain Time (14:35 and 14:41 UTC) received error messages when submitting an answer. Refreshing the page resolved this issue for affected students. We sincerely apologize for the problem! We have replied to all tickets submitted about this issue and will send a more-detailed message to account administrators explaining the cause.
Apr 2, 09:21 MST

March 2016

Some Canvas Users Seeing Slow Load Times in Canvas
Some users at a few institutions may have experienced slow load times in Canvas today between 11:22 and 11:31 am MDT. Our DevOps team was able to identify and resolve the issue in that time.
Mar 24, 11:32 MST
Support live chat service not available
LiveChat is back up; our Support team is in and taking chats as usual again. Thanks for your patience!
Mar 21, 08:11-08:34 MST
Users in the Sydney region experiencing difficulty accessing and using Canvas
AWS performance has returned to normal and we consider this incident to be resolved on our side. Any users with Telstra as their Internet Service Provider will be able to access and use Canvas once service has been restored. To continue monitoring the outstanding connectivity issue, please refer to the Telstra status page: http://servicestatus.telstra.com.
Mar 17, 16:58-18:00 MST
Users are currently unable to access and use Canvas
Performance has remained stable and users are accessing and using Canvas as normal. We consider this incident to be resolved.
Mar 10, 01:11-02:28 MST
Some Users Unable to Access Canvas
Some users were unable to access Canvas between 3:17 and 3:23 PM Mountain Time. Our Operations team immediately noticed the problem. They were able to identify the issue and apply a fix to ensure all users are able to access the site normally again.
Mar 7, 17:48 MST
Users at institutions with third-party authentication unable to sign in for about twenty minutes
Users at institutions that use SAML-based third-party authentication were unable to log into Canvas for about twenty minutes between 2:15 PM and 2:35 PM US Mountain Time. The issue had to do with underlying security certificates. We sincerely apologize for the trouble; we'll provide more information to Canvas admins in an incident report.
Mar 1, 14:39 MST

February 2016

Edge browser preventing students from submitting assignments in Canvas
Microsoft updated the Edge browser over the last couple of days and their "SmartScreen" filter happens to misidentify Canvas as malware at the moment. Our engineering team is taking a look into what we might be able to do on our side to reconcile the issue. In the meantime, users can get around the problem by doing one of two things: 1. Use another browser to submit assignments; a list of other supported browsers can be found here: https://community.canvaslms.com/docs/DOC-1284. 2. Turn off "SmartScreen," the feature of Edge causing the problem, by following these steps: - Go to Settings in Edge - Go to Advanced Settings - Turn off the option that reads "Help protect me from malicious sites and downloads with SmartScreen Filter" We highly recommend the option of using a different browser because disabling security features isn't a great solution to any problem. Thanks for your understanding and we apologize for any inconvenience this has caused.
Feb 28, 10:30-21:20 MST
Users at institutions hosted in our Sydney infrastructure unable to access Canvas
Performance has remained normal and we consider the incident to be resolved. We appreciate your patience with us and apologize for any inconvenience this has caused.
Feb 24, 21:33-22:12 MST
Access to some features for some users affected by production release
The fix that will resolve the issues reported by users since this morning's production release is deploying right now. Users that have experienced symptoms will see all back to normal very shortly. To recap: - The release this morning caused a range of symptoms for certain users; the common theme was users not being able to do a thing that they'd been able to do previously - Only some accounts were affected (about 4% of all Canvas institutions) - Only users in certain roles at affected institutions were impacted - Specific symptoms also varied from affected institution to affected institution. Admins, we'll prepare an incident report for affected institutions that indicates which roles were impacted and describes symptoms that users at those institutions experienced. If your institution was not affected, we will also send a message to that effect. We will have the incident reports out by the end of the day on Monday.
Feb 20, 08:47-10:08 MST
Users at some Asia-Pacific institutions (including Australia and New Zealand) not able to access Canvas currently
Performance has remained normal. We're continuing to monitor carefully and are still investigating the root cause, but we consider the incident resolved in terms of its impact on users. We appreciate your patience with us and apologize for any inconvenience this has caused.
Feb 1, 17:04-17:49 MST
Canvas Support ticketing system not available to field admins currently
The Canvas Support ticketing system Field Admin Interface is back up and working as normal. Sorry for the five-minute issue there, admins! We'll keep an extra-close eye on it this morning to make sure it continues to work as it should.
Feb 1, 10:21-10:27 MST

January 2016

Users unable to access cases.canvaslms.com
The issue with logging in via the Field Admin Portal (cases.canvaslms.com) has now been resolved. Salesforce posted the following regarding the issue: The Salesforce Technology Team has resolved the performance degradation issue affecting customers using force.com and custom domains. The issue began on January 27th at 20:27 UTC and was resolved as of 23:52 UTC. During this time, customers may have experienced intermittent errors or difficulty using Force.com Sites, Salesforce Communities, or custom domains.
Jan 27, 15:51-18:15 MST
A second round of intermittent error messages
DevOps has solved the issue that was causing some users to see intermittent error messages in Canvas. Thanks for your patience while we identified the root case and applied a fix. All users should now be able to navigate and work within Canvas as usual without encountering error messages. We apologize for the hassle this caused some users this evening.
Jan 23, 01:32-02:18 MST
Intermittent error messages for some users between 11:30 PM and 11:45 PM Mountain Time
We detected a higher-than-normal error rate in Canvas at about 11:30 PM Mountain Time this evening (6:30 AM on 23 January UTC). Several users reported seeing error messages when trying to view pages or submit assignments between 11:30 PM Mountain Time and 11:45 PM Mountain Time (between 6:30 AM and 6:45 AM on 23 January UTC). Our DevOps team investigated and identified the source of the issue: a shared infrastructure element that did not recover as quickly as expected from a routine maintenance action that should not have had any impact on users. We apologize for the trouble. We'll review the process around the routine action and identify any improvements we can make to ensure that future, similar actions don't impact users.
Jan 23, 00:13 MST
Some users experienced slowness/non-access in Canvas
A small amount of users experienced slowness/non-access in Canvas during the time of 1:34pm and 1:44pm (Mountain Standard Time). Our DevOps team found that the server was backed up. We apologize for any inconvenience this may of caused to users.
Jan 21, 16:02 MST
Chat Tool Slowness
The chat tool is fully functional. Our DevOps team was performing a small maintenance that affected the chat tool. Users were unable to use it from 2:43pm - 2:46pm. We apologize again for the inconvenience.
Jan 19, 14:34-15:03 MST
Some users experienced slowness in Canvas
At about 8:44am this morning, our monitoring detected unexpectedly high load on infrastructure elements that serve some Canvas accounts. This resulted in slowness and some error messages for some users over the next 43 minutes as our DevOps team shifted load and added resource. At about 9:25am, load and resource conditions had changed to a point where your users experienced normal performance again. We sincerely apologize for the trouble this incident caused for you and your users.
Jan 19, 09:09-10:40 MST
The login page for Canvas Network is intermittently failing to load for some users
Our Ops team is confident that users should no longer experience issues logging into Canvas Network and they are taking any measures necessary to prevent this same behavior from occurring again. We apologize for any inconvenience this incident may have caused.
Jan 13, 20:28-21:00 MST

December 2015

Crocodoc document rendering failing intermittently for some users
Box has updated their status page at status.box.com and indicates that the Crocodoc service is officially running normally once again. Everything looks to be loading as it should when viewing documents in Canvas. We'll continue to monitor the service and let you know if we detect any further problems.
Dec 14, 09:35-09:43 MST
Users at some institutions experiencing slowness
All users can now access Canvas as usual. We apologize for the slowness and error messages that users at a few institutions experienced this morning. Please let us know if you continue to see anything out of the ordinary.
Dec 9, 07:19-07:42 MST
Some users cannot access Canvas
All users should now be able to access and use Canvas as usual. We sincerely apologize for the brief issue tonight.
Dec 6, 19:41-19:57 MST

November 2015

Some users experiencing slowness, occasional error messages
Amazon Web Services and our DevOps team have restored performance to normal levels for all Canvas users. We apologize for the extended period of slowness you and your users encountered this morning. We’ll work with AWS to prepare an incident report for Canvas admins at affected institutions. We’ll need information from AWS about the root cause of the problem in order to present an appropriately detailed report; for this reason, we will commit to provide the report by the end of the day on Wednesday rather than tomorrow. We’ll certainly provide it sooner, if possible.
Nov 30, 06:52-11:42 MST
Some institutions missing their branding in Canvas
Our DevOps team was able to determine the cause of the issue and a resolution has been implemented. We have confirmed that custom branding for the affected accounts are loading normally for users once again.
Nov 5, 16:38-17:06 MST
Some users experiencing slowness currently
Our DevOps team added resources to one part of the Canvas infrastructure; this has returned performance to normal for users who experienced a couple of minutes of slowness. We apologize for the trouble!
Nov 5, 08:18-08:26 MST

October 2015

Some Users Experiencing Slowness in Canvas
Users at a few institutions may have experienced slowness in Canvas between 9:38 and 9:51 am Mountain Time. Our Dev Ops team found that this had been caused by heavy server load due to many failed requests on one Canvas site and were able to quickly add additional resources to handle those requests. Users should now be seeing the site loading normally, and should have no trouble accessing pages in Canvas.
Oct 28, 09:59 MST
Canvas accounts hosted in Sydney, Dublin, and Singapore missing branding
Our DevOps team was able to determine the cause of the issue and a resolution has been implemented. We have confirmed that custom branding for accounts hosted in Sydney, Dublin, and Singapore are loading normally for users once again.
Oct 26, 22:10-22:32 MST
Some Users Experiencing Slowness in Canvas
A couple of Canvas institutions experienced an issue that arose from our page view database, which caused page-view-write actions on Canvas to back up. Our DevOps team was able to identify this and resolve the issue. We apologize for any inconvenience your users may have had when using Canvas during this time. Time of Issue: 14:00-16:10 UTC
Oct 26, 08:33-11:45 MST
Users Receiving 500 Internal Server Errors
Our DevOps team has identified the cause of the 500 Internal Server Errors and a resolution has been implemented. Users should be able to access and navigate through Canvas as normal.
Oct 20, 19:03-19:12 MST
Users at some institutions unable to access or use Canvas currently
Our Engineering team has completed the roll out of enhanced timeout protection for the Google Drive service. This allows Canvas to quickly terminate requests to the Google Drive service when it is not responding. While we are still waiting for Google to fully resolve the problem and return Drive to a working state, we do not anticipate any further impact for our Canvas users.
Oct 9, 12:49-14:42 MST
Users at some institutions unable to access or use Canvas currently
This incident has been resolved.
Oct 8, 06:45-08:37 MST
Crocodoc Annotations
Crocodoc identified the cause of the intermittent failures and addressed the problem early this morning. The Crocodoc Annotations service has been fully operational since 1:45am MDT. All documents should now render upon request in SpeedGrader, too. We will be monitoring the service throughout the day to ensure the service remains fully operational. We apologize again for the inconvenience.
Oct 4, 18:23 - Oct 5, 07:00 MST
Canvas Chat Tool Unavailable
The Canvas chat tool is up and running again; performance in the tool should now be normal for all users. We apologize for the issues with Canvas chat this morning.
Oct 1, 07:02-10:36 MST

September 2015

Slow Load Times for Some Users
Between 11:59 am and 12:03 pm MT, some users experienced slow load times for pages in Canvas. This slowness also led to some timeout issues, leading to blank, white pages. Our DevOps team was able to quickly address the issue and Canvas should be loading normally once again.
Sep 30, 12:04 MST
Some users experienced slowness in Canvas
Users at a few institutions experienced slowness when accessing Canvas for about 15 minutes this morning. Symptoms included slow page loads and some timeout errors. Our DevOps team was able to identify and resolve this issue, which had to do with an inefficient, repetitive database query that drew heavily on available resources. We apologize for the trouble! - Start time: 8:40 AM Mountain Time - End time: 8:58 AM Mountain Time
Sep 28, 09:16 MST
Users Affected by Temporary Service Disruption in Canvas
Our DevOps team has resolved the identified issue. Our database load times were temporarily backed up, but they were able to quickly identify several unecessary processes that could be stopped in order for normal load time to be restored. We apologize for any inconvenience this may have caused our users.
Sep 24, 13:56-14:24 MST
Users at a few institutions not able to access Canvas
Users at the institutions affected by this problem can now access Canvas again. The incident began at about 10:15 AM Mountain Time and was resolved at approximately 10:20 AM Mountain Time. We apologize for the trouble!
Sep 21, 10:21-10:23 MST
Some Users Experienced Slowness in Canvas
Users at a small percentage of Canvas institutions were experiencing slowness and page errors within Canvas from 5:37 AM to 6:00 AM MT. Our DevOps team identified the source as a database issue and have resolved the problem. Performance for those affected should be back to normal. We apologize for the disruption!
Sep 21, 06:43 MST
Canvas affected by signficant Amazon Web Services issues
Amazon reports that they've resolved the Amazon Web Services (AWS) API issues that caused this morning's Canvas problems. Our DevOps team is working through the process of transitioning back from the manual workaround measure they implemented to our normal, automated scaling mechanisms that rely on the AWS APIs that were affected. Until we're sure that the automated toolset is working as intended, we'll err on the side of extra capacity to keep Canvas performance solid. We will gather information from AWS about the root cause of their problems this morning and will prepare an incident report that we'll email to Canvas admins. We will provide this in the next few days; we'll prepare it as soon as we can, depending on when Amazon provides us with the information we'll need.
Sep 20, 08:20-13:06 MST
Chat Unavailable For Some Users
Our Communications team has addressed the issue with the Chat tool for users who were unable to access it. All users should now be able to access the tool without a problem, if it is configured for their institution account. Please contact Support if you continue to have any trouble.
Sep 19, 09:40-10:11 MST
Some Users Experiencing Slowness in Canvas
Our DevOps team has verified that performance is stable once again for Canvas sites that were experiencing slowness between 11:28 AM and 1:40 PM Mountain Time. They are implementing improvements that should help prevent this type of slow performance from occurring in the future. We appreciate your patience during this time and apologize for any inconvenience that this has caused.
Sep 16, 11:50-14:31 MST
Crocodoc Preview
Box has updated their status page at status.box.com and indicates that the Crocodoc service is officially back up and running. We'll continue to closely monitor the service and we'll let you know if we detect any further problems.
Sep 11, 09:03-10:27 MST
Canvas Live Chats Unavailable
We have confirmed that our instance of LiveChat is working as intended.
Sep 8, 09:10-10:50 MST
Users at some schools experiencing slowness in canvas
Users at some Canvas schools experienced slowness on the site between 11:31 and 11:45 MST. Our DevOps team identifed and addressed the cause of the issue. All Canvas sites should now be functioning as normal.
Sep 3, 11:47 MST
Some Canvas users experiencing slowness and page errors
Our DevOps team has restored normal performance for the institutions that were experiencing slowness this morning. We will provide an incident report to admins at affected schools by email by the end of the day tomorrow.
Sep 2, 08:22-08:57 MST
Service Cloud case creation / routing issue
We've fixed the problem preventing cases from routing properly in Service Cloud. The system is now receiving and routing cases as it should. We sincerely apologize for the problem this morning; we'll work with Salesforce to determine the root cause and learn what we might be able to do to prevent any future similar issue.
Sep 1, 10:31-11:21 MST

August 2015

Some Users Seeing Page Errors for Modules and Quizzes
At 9:30 PM MST our Product and Engineering Team deployed a fix that resolved the issue that caused some users to experience a page error when trying to access modules or while accessing a quiz that required an access code. We sincerely apologize for the trouble this has caused for users at your institution.
Aug 29, 12:30-22:39 MST
Users at some schools experiencing slowness and scattered error messages in Canvas
Our DevOps team has fixed the problem causing slowness for some users over the lasted for 12 minutes. Performance should be normal for all users again. We apologize for the trouble!
Aug 28, 09:00-09:15 MST
Users at some schools experiencing slowness and scattered error messages in Canvas
Our DevOps team has fixed the problem causing slowness for some users over the last 5-10 minutes. Performance should be normal for all users again. We apologize for the trouble!
Aug 26, 12:25-12:29 MST
Phone Support Calls Not Going Through
All phone lines are now available and working again. Please send us an email or chat to let us know if you encounter any further problems contacting us by phone.
Aug 25, 20:40-20:51 MST
Users at a few institutions unable to access Canvas
Our DevOps team has fixed the issue preventing users at a few schools from accessing or using Canvas. We apologize for the trouble. The official start and stop times for this problem were: - Start: 8:27 AM Mountain Time - End: 8:38 AM Mountain Time
Aug 25, 08:36-08:45 MST
Issue caused error messages for clients hosted on our Dublin AWS infrastructure
From about 1:25 AM Mountain Time to 3:35 AM Mountain time this morning, some users trying to access Canvas accounts hosted on our Dublin AWS infrastructure received error messages in response to some of their page requests. We apologize that this status page was not updated in real time during the incident and that we did not follow our process of sending frequent updates by emails to admins at affected institutions while our friends in DevOps worked on the problem. We will send a detailed incident report to admins at affected institutions by the end of the day today.
Aug 24, 08:54 MST
Some Users Experiencing Slowness in Canvas
Some users may have experienced slowness in their Canvas site between 11:10 and 11:15 am MT. Our DevOps team was able to find and address the root cause. The Canvas application appears to be running normally once again. We apologize for the trouble!
Aug 11, 11:17 MST
Some Users Unable to Access Canvas
Some users were unable to access their Canvas site between 3:01 and 3:11 pm MT. Our DevOps team was able to locate the issue and address the root cause. All users should now be able to access the site normally once again.
Aug 10, 15:12 MST

July 2015

Beta not accessible
Beta instances of Canvas are accessible again for all users with beta access. We apologize for the trouble!
Jul 29, 08:13-11:24 MST
Users at a small percentage of Canvas institutions experiencing slowness
Our DevOps team identified the source of the slowness affecting some Canvas users over the last 10-15 minutes and has resolved the problem. Canvas should now be performing normally again for all users. The issue we located and resolved affected the function that allows Canvas to auto-scale, adding more resources as demand increases over the course of a given day. We apologize for the trouble!
Jul 29, 09:44-09:58 MST
Canvas test environment "Beta" is inaccessible
The beta environment is now functioning normally for all users. Please let us know if you run into any further trouble with your beta site.
Jul 28, 08:34-11:38 MST
Testing environment "Beta" non-accessable
This incident has been resolved.
Jul 20, 14:30 - Jul 21, 03:45 MST
Some Users Unable to Access Canvas
A small percentage of institutions were unable to access Canvas today, between 1:08 AM MT and 1:22 AM MT, at which point our Dev Ops team was able to identify and address the causes of the issue. All users should now be able to access the site as normal.
Jul 13, 01:25 MST

June 2015

Users at some Canvas Institutions experiencing slowness
Our DevOps team was able to locate the issue and have applied a fix. The Canvas application appears to be running normally once again. You should no longer be seeing extreme slowness or timeout errors when attempting to access the site. Please let us know if you continue to have any trouble.
Jun 27, 14:39-14:55 MST
Users at some Canvas Institutions experiencing slowness
Our DevOps team was able to locate the issue and have applied a fix. The Canvas application appears to be running normally once again. You should no longer be seeing extreme slowness or timeout errors when attempting to access the site. Please let us know if you continue to have any trouble.
Jun 25, 13:30-13:56 MST
Some Support phone lines not accessible
All phone lines are available and working as intended. We apologize for the trouble this morning. Please let us know if you encounter any problems from this point on.
Jun 24, 11:02-14:50 MST
Canvas Chat tool not working
Our Devops team was able to find and resolve the issue with the Chat tool. Users should now be able to use the Canvas chat tool as normal. We apologize for any inconvenience caused. We will watch this component closely today to ensure it stays responsive.
Jun 23, 08:20-09:50 MST
Notice of Canvas regression release Saturday, June 6
The production release on Saturday, June 6 introduced a regression in the "K12-specific features" feature option in Canvas. Users at institutions using the option would have been unable to log into or use Canvas. We did not receive any reports from users of trouble do with this regression. This is likely because the release occurred on a Saturday morning and all institutions using this feature option are K12 schools, which typically show very little usage on weekends. Our QA team found the issue at about noon Mountain Time while performing routine post-release health checks; our engineers coded and deployed a fix within 90 minutes. Although we received no reports from users, we think it was important to share this information in case admins received user reports of problems that they haven't forwarded to us. Again, the only institutions whose users might have been impacted were those for whom the feature option called "K12-specific features" was active.
Jun 9, 08:57 MST
Some users experiencing slowness in Canvas.
A few institutions experienced an issue with an integration made with Canvas causing slowness between 8:15 AM MT and 8:28 AM MT. Our DevOps team was able to locate and resolve the issue by adding more resources to handle the requests. We will be working with the institution that made the requests to ensure their integration is working as it should. We apologize for any inconvenience this may have caused.
Jun 8, 08:30 MST
Some users at a few institutions saw sporadic error messages this morning
Some users at a few institutions saw sporadic error messages on about 10% of their page requests between 5:30 AM and 7:10 AM Mountain Time this morning. We performed scheduled maintenance overnight on database elements serving the affected institutions; the root cause of the problem this morning was a configuration error we made in the wrap-up phase of the maintenance event. We sincerely apologize for the trouble, and we'll provide an incident report to Canvas admins at the affected institution by the end of the day tomorrow.
Jun 3, 07:27 MST

May 2015

Some Users experiencing slowness in Canvas
Some institutions were being affected by degraded performance between 7:00 AM MT and 7:17 AM MT, causing pages to load slowly. Our DevOps team was able to locate the issue and Canvas is now running normally for all users.
May 26, 07:18 MST
Some users are experiencing slowness
A master jobs database failed requiring a secondary database be promoted in its place. Performance for those experiencing slowness should be back to normal. We apologize for the disruption!
May 18, 09:13-09:31 MST
Zendesk (our ticketing system) currently unavailable
Zendesk telephony is restored; all of our Support contact channels are working as usual again. We apologize for the trouble you've encountered trying to reach Canvas Support this evening. We'll work with Zendesk to determine the root cause of their issue this evening and ensure they take what steps they can to avoid future, similar cases.
May 14, 21:19-22:27 MST
Some users are experiencing slowness in Canvas
Canvas performance is back to normal for the affected Canvas sites. Please submit a request to Canvas Support if you notice any more slowness issues. We apologize for any inconvenience this may have caused.
May 14, 18:16-18:36 MST
Some users experienced slowness and error messages in Canvas
Our DevOps team has restored access to Canvas for users who were seeing error messages. Performance for those experiencing slowness should also be back to normal now. We apologize for the disruption!
May 6, 11:23-11:47 MST

April 2015

Users at some Canvas institutions experiencing slowness in Canvas
Canvas performance is back to normal for the affected Canvas sites. Please submit a request to Canvas Support if you notice any more slowness issues.
Apr 30, 19:37-19:52 MST
Quiz Taking/Submission Error
Our engineers have addressed the problem that was causing users to see error messages when submitting quizzes or going to the next question in a one-question-at-a-time quiz. We have not seen any new instances of the issue in the last 15 minutes. We are reviewing tickets and associated error reports related to this problem to determine the impact it had on students who were taking quizzes. We will prepare and provide a detailed incident report as early as possible tomorrow. We sincerely apologize for the trouble this caused for you and your users.
Apr 30, 18:16-19:12 MST
Users at some Canvas institutions experiencing slowness in Canvas
Canvas performance is back to normal for the affected Canvas sites. Please submit a request to Canvas Support if you notice any more slowness issues.
Apr 30, 13:15-13:21 MST
Users at some Canvas institutions experiencing slowness in Canvas
Our engineers were able to resolve the issue for users who were unable to access their Canvas site. All users should now be able to log into and access their Canvas courses. Pleas do not hesitate to contact us if you see anything to the contrary. We apologize for any inconvenience or frustration that this has caused.
Apr 29, 12:24-13:14 MST
Roll Call Attendance Loading Slowly
Our Operations team has deployed a fix to allow the Roll Call Attendance tool to load normally once again. Please contact Canvas Support if you see any further issues with this application. Thank you!
Apr 28, 12:53-13:12 MST
Slow Load Times for Roll Call Attendance
Our Operations team has identified the issue causing slow load times for the Roll Call Attendance tool. Normal performance was restored at 11:22 am MT. Please contact Canvas Support if you continue to have any trouble loading the tool. Thanks!
Apr 28, 10:20-11:38 MST
Users at some Canvas institutions experiencing slowness in Canvas
A small percentage of Canvas users were experiencing slowness in Canvas between 4:51 and 5:06 pm Mountain Time. Canvas performance is now back to normal for the affected users. Please submit a request to Canvas Support if you notice any further issues with slowness or timeouts
Apr 27, 17:06 MST
Users at some Canvas institutions experiencing slowness in Canvas
Canvas performance is back to normal for the affected users. Please submit a request to Canvas Support if you notice any more slowness or timeouts.
Apr 27, 14:29-14:46 MST
Slow Load Times for Roll Call Attendance
Between 1:17 and 2:42 pm Mountain Time, users experienced slowness and some timeout errors with the Roll Call Attendance tool. Normal performance was restored at 2:42 pm MT. Our Operations team addressed the cause of the issue and the Attendance tool is functioning properly once again.
Apr 27, 14:42 MST
Some users seeing error messages when trying to log into Canvas
Authentication is now functioning properly for users attempting to log in to Canvas. Please contact Canvas Support if you are still experiencing any issues.
Apr 15, 16:14-17:51 MST
Users at some Canvas institutions experiencing slowness in Canvas
Canvas performance is back to normal for the small group of institutions that were affected.
Apr 15, 16:29-17:42 MST
Some Users Experiencing Slowness in Canvas
Some institutions were affected by degraded performance in Canvas for about 8 minutes (11:37 AM MT - 11:50 AM MT), causing pages to load slowly or appear to not load at all. Our DevOps team has located the issue, and Canvas is now running normally for all users.
Apr 10, 11:58 MST

March 2015

Brief period of slowness / timeout errors
On Saturday morning (3/21/15) between 2:15 AM and 2:29 AM Mountain Time, users experienced slowness and some timeout errors in Canvas. Users who saw error messages and tried their request again would nearly all have succeeded the second time. We did not receive any tickets from users that we can directly attribute to this issue.
Mar 21, 02:29 MST
Slowness impacting a few institutions: 11:37 AM to 11:50 AM MT
Users at a few Canvas institutions experienced slowness in the application between 11:37 AM and 11:50 AM MT this morning. Our DevOps team scaled up key resources in response to an unforecasted surge of user activity and performance returned to normal levels at 11:50 AM. Canvas is built to auto-scale key resources in response to (1) patterns in historical usage data and (2) real-time usage data. Scaling takes a little time, so the process works more smoothly when current usage patterns roughly match historical data and we can scale preemptively. Our scaling algorithms learn something from every event like today's. We apologize for the slowness that users at the impacted schools saw for about fifteen minutes this morning.
Mar 17, 12:28 MST
Some users unable to access and use Canvas
This incident has been resolved.
Mar 11, 05:32-08:51 MST
User Page Views Currently Unavailable
Page Views on individual user accounts are now loading normally in Canvas. Admins, please let us know if you continue to have any trouble viewing the Page Views for your users.
Mar 10, 11:20-13:23 MST
Canvas slowness affecting a small percentage of users.
This incident has been resolved.
Mar 9, 09:35-09:35 MST
Some Users Experiencing Slowness in Canvas
Some institutions were being affected by degraded performance in Canvas for about 5 minutes (11:06 to 11:11 am MST), causing pages to load slowly. Our DevOps team has located the issue, and Canvas is now running normally for all users.
Mar 3, 11:21 MST

February 2015

Cluster 27 Sever Degrading Performance
Our slave database that some institutions are on failed tonight between 10:24pm and 10:30pm MST. This may have caused some issues with users using Canvas. Our Ops team was able to secure the database to function properly. We apologize for any inconvenience this may have caused for your users.
Feb 25, 23:42-23:44 MST
Intermittent network connectivity issues
We have received confirmation from Amazon that they have resolved the network latency issues with one of their top level network providers. We have furthermore confirmed with customers who had previously reported issues, that they are not longer experiencing packet loss or latency. If you encounter any lingering network connectivity issues, please feel free to contact Instructure support at http://help.instructure.com
Feb 19, 13:39-15:20 MST
Canvas chat tool again presenting errors to users
The Canvas chat tool is now working as intended again. We apologize for the second round of trouble this morning.
Feb 13, 10:09-10:41 MST
Chat tool in Canvas presenting error messages to some users
The chat tool in Canvas is working again for all users. We apologize for the error messages users saw this morning!
Feb 13, 08:59-09:33 MST
EtherPad Collaboration is unavailable
Etherpad Collaborations are now functioning properly. We apologize for any inconvenience.
Feb 8, 08:50-10:50 MST
Some users experiencing slowness and page errors in Canvas
Canvas is now performing normally for all users. We apologize for the slowness and page errors some users observed over the last two hours. Of the small percentage of Canvas users affected by this issue at all, the great majority were affected for only 23 minutes (2:18 AM MT to 2:41 AM MT); the remaining very small group of users experienced an extended incident that was resolved moments ago. We will provide a detailed incident report to Canvas admins at affected institutions on Monday.
Feb 7, 02:30-04:27 MST
All Canvas users are currently experiencing slowness
The issue has been resolved and Canvas is functioning as it should again. Our DevOps team is working on a long term strategy to help prevent further issues that could stem from managing load distribution across Canvas.
Feb 2, 12:45-13:55 MST
Some users experiencing slowness in Canvas again
Our DevOps team has addressed the issue causing slowness for a small group of Canvas users this morning. Performance is back to normal. We sincerely apologize for the extended period of poor performance these users experienced. We will send an incident report to admins at affected schools by the end of the business day tomorrow (Tuesday).
Feb 2, 10:40-11:31 MST
Some users experiencing slowness in Canvas
Our DevOps team has addressed the database performance issues that were causing slowness in Canvas for some users. Performance is back to normal for all users.
Feb 2, 10:05-10:18 MST

January 2015

Some "jobs" not processing
The issue causing slow jobs performance for selected institutions this morning is resolved. The backlog of jobs that built up during the affected period is clear, and jobs are now processing at a normal rate. We apologize for the hassle this caused for some of you this morning.
Jan 23, 07:59-09:10 MST
Some users seeing errors upon login
We’ve deployed the fix for the login issue that’s affected some users since about 7:30 this morning. All users should be able to log in without seeing an error message now. Thanks for your patience as we diagnosed and resolved the problem this morning.
Jan 10, 08:14-11:04 MST

December 2014

Problems taking One Question At A Time quizzes
Our engineers were able to resolve this issue and the fix has been deployed to Canvas. We apologize for any inconvenience this caused. Thank you for your patience.
Dec 31, 18:16-23:36 MST
Crocodoc document rendering failing intermittently for some users
We've not seen additional reports of Crocodoc rendering problems in Speedgrader since yesterday evening. We're going to connect with our partners at Croc again this morning and ensure that we understand what happened yesterday and can expect solid performance from this point on. We will close this incident and open another in the event new reports of the problem come in.
Dec 21, 10:48 - Dec 22, 08:06 MST
Chat tool non-functional currently for some users
Our engineers have resolved the issue and Canvas Chat is back online and functioning normally. Thank you for your patience and we apologize for any inconvenience.
Dec 11, 14:45-15:04 MST
Phone Support Calls Not Going Through
Zendesk services are now fully functional, as shown on their status page here: https://www.zendesk.com/support/system-status. We apologize for any inconvenience this caused in contacting us for assistance today. Let us know if we can assist with anything else. We'd be glad to help!
Dec 3, 10:52-11:58 MST

November 2014

Chat tool inaccessible for 40 minutes this evening
Between 5:29 PM and 6:07 PM Mountain Time today, the Chat tool in Canvas was inaccessible. Users who tried to use Chat during this time saw error messages. We apologize for the disruption this might have caused as users attempted to chat with one another within the context of a course. The cause was a core process that became unresponsive, requiring our DevOps team to reboot the supporting hardware. We'll continue to track performance of the chat tool very closely over the next several days to ensure that it remains responsive and available.
Nov 25, 23:41 MST
Phone Support Call Not Going Through
We have been informed that Zendesk voice is fully operational and that the issue has been resolved. Your users will now be able to contact us via telephone. We apologize for any inconvenience this may have caused.
Nov 21, 17:21 - Nov 22, 00:51 MST
Some users experiencing slowness in Canvas
Performance has returned to normal for all Canvas users. We apologize for the slowness you and your users experienced this morning. We'll work with AWS to learn more about what happened and what they'll do to avoid / mitigate similar issues down the road.
Nov 21, 08:23-08:46 MST
Password reset is not working
Password reset is working as it should.
Nov 8, 14:37-15:44 MST
All Conferences down
All Conferences were down from approximately 8:00am-10:00am MST.
Nov 8, 10:02 MST
Extended processing time for some jobs in Canvas (SIS, content migration and notifications)
Performance is back to normal for import / export and notification jobs for the schools that were affected by jobs slowness earlier. Thank you again for your patience!
Nov 3, 16:51-18:41 MST

October 2014

Canvas chat tool not working
The chat tool is back in action. We apologize for the issue this morning, and we'll watch this component closely today to ensure it stays responsive.
Oct 25, 06:51-08:05 MST
Extended processing time on certain Canvas imports and exports
Performance is back to normal for import / export jobs for the schools that were affected by jobs slowness earlier. Thanks again for your patience as we made adjustments to bring this function back up to speed.
Oct 21, 13:09-15:43 MST
Email and phone support contact channels degraded at points
Our support ticketing system vendor, Zendesk, experienced operational issues today that impacted the email and phone contact channels for Canvas support: - Our phone lines were unavailable for about 30 minutes, from 10:30 AM to 11:00 AM Mountain Time. Callers who tried one of our numbers during this period heard perpetual ringing; no error message was given. - Emails were delayed for about two hours, from 10:30 AM to 12:30 PM Mountain Time. All emails were received after the problem was resolved. Users who sent us emails during this period didn't receive responses as quickly as we like to respond. Our live chat and webform (Canvas help menu) contact channels worked fine throughout this period. We apologize to those of you who tried to reach us by phone or email this morning. We're working with Zendesk to learn what happened and what they will do to mitigate future risk of a similar problem.
Oct 20, 13:00 MST

September 2014

Media recording, uploading, and playback degraded for some users
Our engineers have resolved the problem that was preventing some users from recording, uploading, and playing back media in Canvas. We apologize for the frustration this caused affected users. We'll provide an incident report for Canvas admins in the next 24 hours describing what happened, what we did to fix the problem, and preventative measures we'll take against future similar incidents.
Sep 29, 14:46-16:41 MST
Canvas slow for a small percentage of users for <15 minutes
From about 1:22 PM MT to about 1:34 PM MT, a very small percentage of Canvas users experienced slowness. A few also saw page errors when trying to access pages or perform tasks. Our DevOps team has resolved the problem. We apologize for the hassle for affected users.
Sep 28, 14:00 MST
Users at a few schools unable to access Canvas
From about 8:45 AM MT to about 9:45 AM MT this morning, users at a small group of Canvas institutions were unable to access the application. We provided a full and detailed incident report to admins at these institutions, describing the root cause, what we did to resolve the problem, and what we learned that can help us avoid a similar situation in the future.
Sep 16, 10:00 MST

August 2014

Some users experiencing slowness in Canvas
9:00 AM MT: Some users are experiencing slowness in Canvas currently. Our Operations team is looking into the problem. We will provide an update soon. 9:30 AM MT: A small percentage of Canvas users continue to experience slowness in the application. We're working on the issue and will provide another update in 30 minutes. 10:00 AM MT: We're continuing to work on slowness facing users at some institutions. We're performing resource updates that should result in better performance for affected institutions shortly. We are communicating directly with admins at affected schools to advise them of actions we're taking. 8:00 PM MT: We took a range of steps to address the slowness some users experienced in Canvas yesterday. About 15% of Canvas users were impacted at some point in the day. We addressed several root-cause issues that should result in improved performance for affected users today.
Aug 25, 09:00 MST
Some users seeing slowness and error messages in Canvas
August 21, 2014 7:10 AM MT: We're working on an issue that is causing some users to see error messages and slowness in Canvas. We'll post more info ASAP. 7:25 AM MT: Our engineers have resolved the issue that was causing slowness and error messages for some users in Canvas. All users should be able to use Canvas as normal now. This issue lasted from about 6:45 AM MT until about 7:15 AM MT and affected a small percentage of Canvas users. We will provide an incident report on this issue later today. We sincerely apologize for the trouble this caused you and your users this morning. We will review all Zendesk queues and pull and respond to tickets related to this issue from your users.
Aug 21, 07:25 MST

July 2014

Users at a small number of schools not able to access Canvas
July 25, 2014 10:30 AM MT All users at schools affected by the issue this morning are again able to access Canvas. Certain schools were affected starting at around 9:40 AM MT. Schools came online a few at a time from that point on; the last affected school was able to access Canvas again at about 10:21 AM MT. 9:55 AM MT Users at a small number of schools are not able to access Canvas currently. Our engineers are working to resolve the problem.
Jul 25, 10:30 MST

June 2014

No incidents reported for this month.

May 2014

No incidents reported for this month.

April 2014

No incidents reported for this month.

March 2014

No incidents reported for this month.

February 2014

No incidents reported for this month.

January 2014

No incidents reported for this month.

December 2013

No incidents reported for this month.

November 2013

No incidents reported for this month.

October 2013

No incidents reported for this month.

September 2013

Small percentage of Canvas users unable to access Canvas
September 5, 2013 11:35 AM MT Some of your users were unable to access Canvas between 9:35 and 9:50 am Mountain Time this morning. Normal performance was restored at 9:50 MT, but issues began again at 11:10 AM MT and continued until 11:33. Canvas is performing normally for all users now. We apologize for the inconvenience. 11:15 AM MT A small percentage of Canvas users were unable to access Canvas between 9:35 and 9:50 am Mountain Time this morning. Normal performance was restored at 9:50 MT, but issues popped up again at 11:10. Our engineers are looking into the issue. We apologize for the inconvenience! We'll send an update in 30 minutes (or sooner, if the problem is resolved right away).
Sep 5, 08:34 MST
AWS - Internet2 peering problems causing issues for Canvas users at some schools
September 3, 2013 8:55 AM MT We have an update for you on the problems some institutions are reporting currently. Internet2 has acknowledged that networking between Internet2 and AWS is in a degraded state. They are currently working with AWS on a resolution. While this isn't a problem with Canvas, it's affecting many Canvas institutions that get connectivity through Internet2. We'll keep you posted. 8:40 AM MT We've heard from many institutions this morning about problems accessing Canvas. Many of these institutions are located in similar geographies. We are investigating the issue, but things look fine server-side. We've heard from several institutions that the issue appears to be a broader internet problem, affecting many sites besides Canvas. You can help us dig in further by running traceroutes to your Canvas instance and to two other sites: www.netflix.com and instagram.com. If you're able to get this information, please send it to seth@instructure.com. I'll feed it to our Operations team. We'll keep you posted!
Sep 3, 08:55 MST

August 2013

Some users unable to access and use Canvas
August 26, 2013 4:30 PM MT The performance improvements we observed starting at 2:45 PM MT have been sustained for all users since that time. Please let Canvas Support know if you see any more slowness or timeouts. We'll provide a full incident report on today's issue tomorrow. 3:15 PM MT All previously-affected institutions should be seeing much improved performance in Canvas as of 2:45 PM MT. We're continuing to monitor response times for the institutions that improved most recently to ensure that the improvements are sustained. Please contact Canvas Support if your institution is still seeing slow page loads or timeouts. We will provide our next update at 4:15 PM MT. We'll provide a full incident report on today's issue tomorrow. 2:15 PM MT Our engineers continue to work on the slowness and timeout issues some users are seeing. Impact is slightly less than at our last update. (We'll provide updated traffic percentages at the next update.) A few more institutions should be seeing significant performance improvements now vs. our 1:15 PM MT update, and we're working hard on the rest. We'll post another update at about 3:15 PM MT. 1:15 PM MT Our engineers continue to work on the slowness and timeout issues some users are seeing. Impact is roughly unchanged since the last update: about 20% of Canvas traffic is affected by slowness, and less than 10% of requests are resulting in timeouts. More institutions should be seeing significant performance improvements now vs. our 12:15 PM MT update, and we're working hard on the remaining affected users. We'll post another update at about 2:15 PM MT. 12:15 PM MT Our engineers are making progress on the slowness and timeouts users are experiencing this morning. Latest update from the Eng team is that about 20% of Canvas traffic is now affected by slowness, and less than 10% is resulting in timeouts. The majority of institutions that were affected should be seeing significant performance improvement now. We'll post another update at about 1:00 PM MT. 11:15 AM MT We continue to receive reports of intermittent slowness and timeouts. About 30% of Canvas traffic is affected by slowness, and less than 10% of requests are resulting in timeouts. Most affected institutions should be seeing improved performance now. Our engineers are working on the remaining issues, and we'll post another update at about noon MT. 9:15 AM MT A small percentage of Canvas users have been experiencing some intermittent slowness and page errors within Canvas this morning. We're actively working to improve system responsiveness for these users. We will be keeping a close eye on Canvas performance throughout the day today, and we'll add more resources as needed. If you see this, please file a ticket with Canvas Support so we can track and address the issue for you.
Aug 26, 16:30 MST
Users unable to access Canvas
August 25, 2013 End of Day After the issue that ended at 3:25 PM MT, Canvas operated normally for 95% of Canvas users. Another issue later in the day affected about 5% of Canvas users for an extended period of time. We will provide a detailed incident report to admins at affected schools tomorrow (Monday, 8/26) by email. 3:25 PM MT Canvas is again operating normally for all users. We'll provide a recap of this incident via email in about an hour, and we'll have a full incident report for you tomorrow morning. 2:55 PM MT We're continuing to work to get Canvas back to normal performance. Just a quick update for you: the issue we're working on is affecting many sites that make use of Amazon Web Services, not just Canvas. We'll keep you posted. 2:30 PM MT We're investigating an issue that is preventing users from accessing Canvas right now. We will provide more details and an ETA as information becomes available. We apologize for the inconvenience to you and your users.
Aug 25, 23:59 MST