Canvas FAQs

1. How do I get assistance with Canvas?
2. When I attempt to login, I'm getting the "Canvas doesn't have an account for user" error. What's going on?
3. After I login to Canvas, I get a blank screen. What should I do?
4. Will I still be able to use Blackboard to teach my courses?
5. I'm trying to use the Canvas mobile app, but I don't know what Baylor's Canvas URL is.
6. How do I make a feature request or suggest an improvement?
7. How do I log out of Canvas?




1. How do I get assistance with Canvas?
Baylor subscribes to Instructure's Tier One 24x7 phone support. In addition to being able to chat directly with Canvas support representatives, faculty, staff, and students will be able to call a dedicated phone number, at the time most convenient to them, to get one-on-one assistance from Canvas. See our Help & Support page to learn more.

To get help with issues requiring the assistance of a Baylor Canvas support admin, please call the Help Desk at (254) 710-HELP or use our chat page to contact a BU Canvas support tech directly during normal business hours.

2. When I attempt to login, I'm getting the "Canvas doesn't have an account for user" error. What's going on?
Until all courses and users for the fall 2014 semester have been loaded into Canvas, all faculty/staff members must request a demo course (or a course for a summer 2014 class) to get a user account. Throughout this summer, Canvas will only be accessible to those students who are registered and enrolled in a course in which the instructor has elected to use Canvas. All Baylor courses and users for the fall 2014 semester will be loaded into Canvas by July 1.

3. After I login to Canvas, I get a blank screen. What should I do?
The login screen you see when you access the Canvas login page is Baylor's signle-sign on (SSO) portal, not the login screen supported by Canvas. This authentication technology is called Shibboleth and allows anyone with a BearID (firstname_lastname) and password to access online resources not hosted by the university. Therefore, any issues related to SSO logins should be reported to the Help Desk at (254) 710-HELP.

4. Will I still be able to use Blackboard to teach my courses?
In order to allow time for the full transition to Canvas, Blackboard will be fully available with all of its current features and services through the 2014-2015 academic year. Courses may be taught in Blackboard, Canvas, or both during the transition period. Assistance will be provided to enable faculty, staff and students to complete the transition from Blackboard to Canvas for Fall 2015. The Online Teaching and Learning Services staff in the Electronic Library will be available to assist you with the transition to Canvas, whether it occurs this summer or some time during the next year.

5. I'm trying to use the Canvas mobile app, but I don't know what Baylor's Canvas URL is.
When logging into the mobile app, you'll need to type "baylor.instructure.com" in the "Enter your canvas URL" field to login. Users will then be directed to Baylor's SSO (single-sign on) page. Faculty and students in the MBA Online program will need to use "bayloronline.instructure.com." For more information about Instructure's mobile apps for Canvas visit our Mobile Apps page.

6. How do I make a feature request or suggest an improvement?
You can learn how to make a feature request at http://guides.instructure.com/m/4151/l/57227-how-do-i-ask-a-question-or-make-a-feature-request or visit the feature request forum to learn about which feature requests have been made by others.

7. How do I log out of Canvas?
Canvas relies on Baylor's single-sign on technology called "Shibboleth" to handle user authentication with Bear_ID (firstname_lastname) and password. Other systems that use Shibboleth include Box (http://baylor.box.com), Qualtrics (http://baylor.qualtrics.com), and CampusPress, formerly Edublogs (http://blogs.baylor.edu). When logging out of any system using Shibboleth, users will have to close their browsers completely--this is particularly important when using shared computers in lab environments. In computer labs, it's always a good idea to log out of the computer when you're done using it.

  • Windows users: To log out of Canvas, click the "X" button in the top right-hand corner of your browser to shut the browser down completely (simply closing a single tab won't do the trick).
  • Mac OSX users: Closing the browser itself won't log you out of Canvas; you must quit the browser application entirely. The "Quit" option is normally found under the application menu item in the toolbar when the browser is active. For example, if using Chrome on Mac OSX: Click Chrome > Quit Google Chrome in the menu bar.

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