FAQs / Troubleshooting

This page provides answers and links to frequently asked questions (FAQs) about Canvas for Students and Faculty and Moodle content migration for Faculty. You may also wish to visit our COM Canvas FAQs course or the Canvas Student Guide for additional support. 

Canvas FAQs for Students

  • Who do I contact for technical help with Canvas?
    If you need technical support for Canvas, log into Canvas and click on the Help icon located on the left navigation menu. From the Help menu, you can search the Canvas Student Guides for frequently asked questions or send a message to your instructor using the Ask Your Instructor a Question link (you can also message your instructor from your Inbox). You also have the option to file a ticket for a personal response from our support team. Click the Report a Problem link located in the Help menu and complete the required form. Support tickets are reviewed during business hours (M-F 8am-5pm). For after-hours support (M-F 5:00pm-8:00am and weekends), please call the Canvas Hotline 1-844-592-2200.
  • How do I log into Canvas?
    To access Canvas log into the MyCOM portal and click the Canvas link located in the Quick Links menu on the left side of the screen. You can also login to Canvas directly at marin.instructure.com.
  • Why don't I see my course(s) in Canvas?

    There are a number of reasons why you may not see your courses in Canvas:

    If you recently registered for classes, wait a few hours. It can take 3-6 hours from the time you register until your Canvas course becomes visible.

    Courses open one week before the semester begins. If you are not seeing your course and it is more than seven days before the semester begins, try back during the appropriate time period.

    Your instructor may not be using Canvas. Contact your instructor to find out if Canvas is being used or if there is another website you might need to access.

    If it's in the middle of the semester and you haven't logged in to Canvas in quite a while, your instructor may have dropped you from the course. Contact your instructor.

    If you have a late start class, wait until closer to the class start date.

    If you want to review a class from a previous semester, it won't be available. Contact your instructor to request access or submit a support ticket during business hours using the Report a Problem link in the Canvas Help menu.

    If you have followed the above suggestions and are still unable to locate your course, please submit a support ticket during using the Report a Problem link located in the Help menu.

  • How do I find my way around Canvas?
    For an overview of Canvas, take the Canvas Student Tour (opens in new window).
  • Why am I not getting the Canvas e-mails and notifications that my classmates are receiving?
    All Canvas messages and notifications are sent to your MyCOM email account. Be sure to check your MyCOM email account regularly. You should also check your Canvas Notification Preferences to ensure you are receiving all desired types of Canvas notifications.
  • How do I access MyCOM email?
    MyCOM mail is accessed through the Webmail link in the MyCOM portal (see the Quick Links menu) on the portal homepage. MyCOM mail uses Outlook through your free Microsoft Office 365 account. We also recommend you download the Outlook app for easy access to your school email. For additional information, view this guide to MyCOM email and Office 365.
  • Where can I find additional information on how to perform tasks in Canvas such as submitting Assignments?
    Log into Canvas and view Canvas FAQs or search the Canvas Student Guides.
  • How do I submit a Turnitin assignment in Canvas?
    To submit your assignment, log into Canvas and locate your course. Navigate to the appropriate week/topic and look for the Turnitin assignment Next, click the assignment title link;to access the screen where you will upload your assignment. Once you have arrived on the submission screen, view these step-by-step instructions.
  • How do I send a message to my Instructor using Canvas?
    There are two ways to send a message to your instructor: (1) Log into Canvas and click on the Help link. From the Help menu, click the Ask Your Instructor a Question link. (2) Log into Canvas and click the Inbox link. Follow these instructions for more information on Canvas Conversations (messages).

Moodle FAQs for Faculty


Canvas FAQs for Faculty

  • How do I log into Canvas?
    Log into Canvas by clicking the Canvas link located on the Quick Links menu located in the MyCOM portal or directly at https://marin.instructure.com (enter your MyCOM username and password).
  • Who do I contact for Canvas Support?

    If you need assistance with Canvas click begin by logging into Canvas and clicking the Help link located on the left navigation menu. From the Help menu, you can search the Canvas Guides for frequently asked questions and "how-tos".

    For Canvas technical support you have the option to file a ticket for a personal response from our support team. Click the Report a Problem link from the Help menu and complete the required form. Support tickets are reviewed during business hours (M-F 8am-5pm). For after-hours support (M-F 5pm-8am and weekends), please call the Canvas Hotline 1-844-592-2200.

  • How do I get a Canvas course shell?
    Course shells are populated for faculty as soon as the catalog becomes available. If you need additional shells, please submit a support ticket using the Report a Problem Link in the Help menu.
  • What are the best practices for bringing my content over from Moodle to Canvas?
    We recommend you do not import your entire Moodle course into Canvas before completing a Canvas Basics training workshop.  Details regarding Canvas training are available on the Faculty Support and Training page. Prior to importing your content, review your Moodle course carefully and determine what areas might be best redone in Canvas - such as html pages and Turnitin assignments. Keep in mind, all labels and text on the front page of your Moodle courses will become Canvas pages. A good place to start before importing is by considering how you might revise the text in your topics/weeks into topic overview pages in Canvas.
  • How do I import content from Moodle to Canvas?
    View this Canvas guide for detailed instructions on how to import your Moodle content. Prior to importing, we recommend you attend a COM Canvas training to check that your course content is compatible with Canvas and to ensure a clean import of your materials. For information about available Canvas training, visit Faculty Support and Training.
  • Where can I find Canvas Instruction Guides?
    Instructure provides a robust knowledge base and community for its users.  Here are a few links to get you started:
    Canvas Find Answers
    Canvas Instructor Getting Started Guide
    Canvas Instructor Guide