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Error Message Using Google Doc Assignment Link

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The message below is showing up for about 50% of the students trying to open a google drive assignment.  Any ideas why half of my students are receiving this error message?

 

"We had some trouble opening your document. Try again by reloading the page."

None

17 comments

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    Charles Black Official comment

    Hello All,

    When encountering the error message in a Google Drive Assignment "We had some trouble opening your document. try again by reloading the page.", this error can be resolved via these steps:

    • - Log into Schoology.
    • - Open a new tab in your browser.
    • - Paste this URL into the address bar: https://lti-submission-google.app.schoology.com/authorize/logout
    • - Return to the Google Assignment in Schoology.
    • - The user will be prompted to sign in with their Google account. (PLEASE double check that you or the student is signing in with the correct Google account).

    If you still encounter this error, please review all of the troubleshooting steps in this document. Still need help? Let us know here in the Community or, create a ticket with the Support Team: https://support.schoology.com/hc/en-us/requests/new.

    Charles
    Knowledge Management & Community Specialist
    Schoology, Inc.

    Edited by Charles Black
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    Wes Solomon

    The article did not help resolve the issue.  Please help.  

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    Coach Sisco

    We are also experiencing this error message with the Google Assignment App.

     

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    Charles Black

    Hi Wes & Coach Sisco,

    Wes - 

    Since you already have a ticket open with our Support Team and they are actively troubleshooting this issue, they will be contacting you directly via email regarding this issue. 

    Coach Sisco - 

    I have created a ticket so that our Support Team can follow up with you directly. Thank you for reporting the issue and for your patience!

    - Charles

    Edited by Charles Black
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    SARAH COLLINS

    My campus is experiencing the same problem. Students discovered if they reload the assignment in Schoology (iPad pull down on My Document screen) they could look in their Google Drive and the document would appear. 

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    Charles Black

    Hi Sarah,

    Thank you for reporting this issue. 

    I have created a ticket so that we can track the issue and follow up with you directly via email.

    Thanks again!

    - Charles

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    Ann Kaste

    Hi,

     

    We are experiencing the same issue as well.  Please assist.

     

    Thanks,

    Ann

     

     

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    Ann Kaste

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    Charles Black

    Hello Ann,

    Thank you for reaching out via the Schoology Community.

    I have opened a ticket with our Support Team regarding this issue. This is a busy time for Schoology's Support Team and they are working hard to answer requests as quickly as possible. They are aware of your issue and will follow up as quickly as possible.

    We apologize for any inconvenience.

    Charles
    Knowledge Management & Community Specialist
    Schoology, Inc.

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    Tom Horsley

    Please add me and my school to the list of people to get notified when this issue is resolved. It is such a great resource and my faculty has stopped using it because it create stress for half the students.

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    John Sengia

    Please add me and our school as well. We have updated all the Schoology, Google Apps. Tried disconnecting from Google then reconnecting, made sure cookies were allowed, etc, still no luck.

    It does seem like the issue is always with the same exact students - it has not been an issue for Student A on Monday, then only Students B and C on Wednesday. 

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    Ann Kaste

    Hi, We tried the following steps and reviewed the troubleshooting doc.  When we have the student go to https://lti-submission-google.app.schoology.com/authorize/logout

     

    They get a white screen that says 'access denied'.  Screen shot attached.

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    Charles Black

    Hi Ann,

    As we have a ticket for you open with the Support Team, we will respond to you via that ticket directly. 

    Thank you!

     - Charles

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    Mike Teachout

    We have teachers who have created the Google Drive Assignment and students have submitted their documents.  When the teacher selects their assignment in the app, it says "access denied."  The teacher can navigate to her Google Drive folder and find the file in the schoology assignment folder.  It just does not show through the app.  This has happened for multiple teachers and students.

    I have had both a teacher and a student remove schoology authorization from Chrome and then log in again. It still shows access denied.

    Edited by Mike Teachout
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    Charles Black

    Hi Mike,

    Thanks for posting your feedback here.

    Have you tried the steps outlined in this post: https://support.schoology.com/hc/en-us/community/posts/360015427433/comments/360001946713 ?

    If that does not address the issue, we recommend also trying all of the suggestions in this article: Troubleshooting the Google Drive Assignments App.

    If this issue persists, please open a ticket with our Support Team here: https://support.schoology.com/hc/en-us/requests/new 

    Thank you!

    Charles
    Knowledge Management & Community Specialist
    Schoology, Inc.

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    Stephanie Ryon

    We are having the same issue. Kids cannot open assignments and instructors cannot grade them. BIG PROBLEM. Ticket submitted, but we have a few hundred summer school students that need to finish self-paced course work ASAP and cannot!!! What the heck happened? Why isn't there a fix posted in this forum? That would be helpful -- since we are all experiencing the same problem. 

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    Claire de Lacy

    Hi Stephanie,

    Thank you for reaching out in the Schoology Community!

    I can see our Support team is currently investigating this issue. Please look out for an email from our team so we can continue to work on resolving this.

    Best,

    Claire de Lacy
    Knowledge Management Specialist
    Schoology, Inc.

    Edited by Claire de Lacy
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