RaiderCanvas Support

RaiderCanvas Outage Contingency Plan 

In the event of an extended Canvas outage, instructors of record (IoR) should have an alternative plan available for continuing their teaching activities until the LMS has been restored.

Information about outages can be found on Instructure's Status Page, and the Texas Tech University Marketing and Communications team will provide university updates via LMS Support home page, and via email.

As part of the university’s continuity plan, the following recommended practices can help mitigate the impact of an LMS outage. 

What do you need to do to prepare for a Canvas outage?

• IoRs should download all course materials, including course content and quizzes, to ensure you have backups, and export your grade book. As a best practice, export your grade book regularly during the semester. Instructions for exporting are linked below.
• All Canvas users should be vigilant against phishing attempts and suspicious messages. Do not click links in messages or enter your eRaider username and password. Report suspicious messages as phishing attempts.  

How do I download my RaiderCanvas course materials and information?

We recommend exporting your course and downloading the content files. Save course materials in Microsoft OneDrive; Microsoft 365 can be a viable alternative if Canvas is unavailable. 

Consider what class activities and/or content might be affected by course downtime and how this information can be provided to students while access to the LMS is being restored. Examples of activities and content include access to course content, online exams, web conferencing/synchronous meetings, assignment submissions, discussion boards, etc.

• How to export my entire Canvas course
• How to download Canvas course content files
• How to print quizzes (New Quizzes)
• How to export my gradebook 
• How to export your course roster:
  • Go to “Course Analytics” in your course
  • Click the “Reports” tab
  • In the “Class Roster” row, select “Run Report”
  • Click the “Run Report” button
  • A CSV file which includes a column for students’ emails. 
• Have your syllabus, course schedule, and course content available to share with students. 
  • Maintain syllabi, reading materials, and other content critical to grading locally on your computer. 
    Provide contact information for students to use outside of Canvas as well as your contingency plan. 

How do I communicate with my students? 

Use an alternative method of communication to contact students: 

• Determine what tool will be used to provide students with course information. Acceptable, communication platforms include Teams, OneDrive, and TTU email. Remember that, if you plan to email more than one student at a time, you should enter student email addresses in the “bcc” field to avoid inadvertently sharing those addresses broadly.  
• Inform your students of any additional office hours you might hold during an extended technology downtime. Let students know about next steps.  
• Provide the plan to transition to alternative means of sharing content and interacting. (Teams, SharePoint, Zoom, etc.)
• Communicate expectations of students during the outage -- extended deadlines, utilize email for submissions, etc.
• Inform students about where they can find course content that you downloaded from the LMS if they still need access to that content.

TTU will continue to monitor the situation and will communicate with all faculty, staff, and students if contingency plans need to be activated. 

Known Issues 

If you administered a final exam in RaiderCanvas on May 7, 2026, during the time it was inaccessible, it is possible that a student attempt exists but is not currently appearing in Grades or SpeedGrader.  

This issue has been reported to Canvas, and they are actively investigating it. 

The issue appears to affect only New Quizzes.

If you notice that a student’s exam does not appear as completed, please follow these steps: 

1. Open the New Quiz.
2. Select Build.
3. Navigate to the Moderate tab.
4. Search for the student’s name. 

If the student completed the New Quiz, you should see: 

• An attempt listed in the Attempts column;
• A grade in the Score column; and
• A View Log link in the Log column. 

You may review the log to determine how long the student spent on the quiz. 

The student’s attempt can be pushed to Grades and SpeedGrader, by following these steps: 

1. Open the New Quiz. 
2. Select Build.
3. Navigate to the Moderate tab.
4. Search for the student’s name.
5. Select the Attempt link in the Attempt column.
6. Scroll all the way down to the bottom of the New Quiz attempt.
7. Change the Fudge points to 1 and back to 0. This will activate the Update button.
8. Click the Update button and you should get a message at the top of the page that says, “Results Updated.”
9. Go to Grades and verify the grade is in the New Quiz column and SpeedGrader. 
    
   If these steps do not resolve the issue, please report any affected students to RaiderCanvas Support immediately. We will escalate these cases to Canvas support.