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Unnecessary student submission format conversion results in inability to review assignment

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I am the main IT point of contact at my organization, writing on behalf of an instructor who is experiencing issues with receiving images submitted by students for assignments. 

The issue is that, when students submit .png files for an assignment, sometimes Schoology indicates that the image requires conversion (and that this "up to 10 minutes"), but then Schoology never finishes the conversion. Then, when the instructor chooses to download the file (as the conversion notification page allows) instead of waiting for the conversion (which does not finish) to finish, the file does not open on their Windows device. It seems as though the image file is corrupted. 

Even stranger, Schoology will at other times accept .png files without conversion, and display them on the Schoology's built-in viewer.

Does Schoology perform some kind of compression (which it calls "conversion" in error messages), such as .png to .jpg to reduce the file size (for storage), or did something else happen? If you need more information on this case, I can have the instructor send screenshots.

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38 comentarios

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    Yimei Shao Comentario oficial

    Hi all, 

    This issue has now been resolved and you should no longer be seeing images stuck in conversion in new submissions. 

    Previous submissions may still experience this behavior and may need to be re-submitted.

    Thank you for your patience as our team worked to resolve this issue! 

    Best,

    Yimei Shao
    Knowledge Management Specialist

    Editado por Yimei Shao
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    JEANETTE STATT

    I'm having this exact same problem!!!  It seems to apply to about 10% of the png file submissions.  

  • 1
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    JEANETTE STATT

    Also, this is new.  My students have been submitting these kinds of files all year, but today is the first time I've had this particular problem.

  • 1
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    JEANETTE STATT

    I just went through my first period class.  All four that couldn't open started with "IMG_", such as "IMG_8847-6FEC.png."  But these same students submitted files with this same starting sequence in December, and Schoology opened them without issue.

  • 1
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    Mrs. Hennington

    Same here.  Can't open any of my student's .png files.  Must download them one by one in order to review the submission.  Hopefully Schoology will correct this ASAP?

  • 3
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    JEANETTE STATT

    Though I hope they are looking here, I just submitted a help request with a link to this discussion.  Since this is a new problem, I hope they fix it quickly, too!  (I can't even open the downloaded files!)

  • 0
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    Yimei Shao

    Hi all, 

    Sorry to hear you're experiencing this issue! 

    We’ve escalated this issue to our Engineering team, with a priority of Moderate Impact. This means that we understand viewing PNGs is not working fully as intended, but prioritization of this issue is weighted against more urgent issues and other features we are developing.

    In the meantime, we encourage your students to submit their work as PDFs instead. They are able to export their PNGs as PDFs before submission.

    We'll update this thread when the issue has been resolved. Thank you for your patience. 

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology, Inc.

    Editado por Yimei Shao
  • 3
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    camille gonzalezjensen

    This is so aggravating.  Hopefully will fix this issue soon.

  • 1
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    Michelle Delmotte

    I am having the same issue, and just in the last week or two. Any .png file submitted prior to the first of the year is fine, but anything submitted after that is displaying this Document Conversion in Progress message. While Schoology does not see this as an urgent matter, my Tuesday report card grade deadline is certainly going to be a problem if I can't view these files!

  • 0
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    Yimei Shao

    Hi all, 

    Thank you for your continued patience as our team works to resolve this issue. 

    We’ve updated the priority of the issue you reported to our Engineering team. We are now investigating this as a high impact issue, due to the scope of the impact. Again, our Engineering team will be prioritizing work on this against other urgent issues that may arise, but we hope to have more updates for you soon.

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology, Inc.

    Editado por Yimei Shao
  • 1
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    Kimberlie Forgey

    Having the same problem. I did notice that even if I got the "conversion in progress" file on my Macbook (using the web version of Schoology), I could view the .png files with no problem when I used the Schoology app on my iPad.

  • 1
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    Erik Johnson

    I'm working with a teacher in my district on this. We added me to a class and I submitted a .png through the mobile app and had the same issue but when I uploaded a .png from my computer it opened just fine.

  • 3
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    Mr. Robin

    I'm having the same problem, and its causing major issues in my class since its an online only based class.

  • 2
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    Mr. Sifford

    This is a very large issue for my class. I saw one of the previous suggestions is to have students save it as a PDF and then submit. My high school students will not/cannot be expected to do this every time they submit a document. This conversion not only fails in assignments but it also fails in discussion posts. Since pictures don't post in discussion posts other students can't see what has been posted and they can't reply to each other. This is really a major issue and seems like it should be one of the top priorities. It slows down my grading, which is an annoyance to me. The biggest issue is for my students. I can't leave annotations on their submitted papers, and they can't have discussions anymore where they post pictures. Converting to a PDF is not a solution. It appears that this has been an issue for almost 2 months now. I started noticing it late December/Early January. 

  • 2
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    Kelsey Hogberg (69972725)

    It is Feb. 21.  And this is still happening with my students.  Any suggestions?

  • 0
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    Yimei Shao

    Hi Kelsey, 

    This issue should have been resolved by our Engineering team last Tuesday (2/18). 

    Are you seeing this issue persisting with new submissions made after 2/18? 

    If so, please submit a ticket with our Support team. 

    Best,

    Yimei Shao
    Knowledge Management Specialist

  • 3
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    Jesse Martin

    Yes I am still having this issue. I have students who have submitted assignments as recent as 2/28 and it is still forcing a download/conversion.

    Editado por Jesse Martin
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    Yimei Shao

    Hi Jesse, 

    Sorry to hear you're still experiencing this behavior! 

    I see that you have a ticket open with our Support team about this issue. 

    To avoid any redundancy, our team will work with you on a resolution there. 

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology | A PowerSchool Unified Classroom Product

     

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    GIL WHITLEY

    Just an update from the trenches: problem not fixed, PNG files still unreadable, whether they "download" or not.  I understand a LOT of money went to whatever company designed this program, any way to take some of it and just bring in some outside talent... some out-of-the-box thinkers?  We seem to live in a country (world) where young people can overcome ANY formatting obstacle to computer firewalls, video games, etc.  Schoology being able to read one image format like JPEG, but not a similar one like PNG, just seems like a pretty rudimentary fix.

  • 1
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    Kimberlie Forgey

    Ditto to what Gil Whitley said - continuing to have problems with this. It's especially critical now that many of us have shifted to virtual learning and are having students submit even more assignments electronically.

  • 0
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    Yimei Shao

    Hi Gil and Kimberlie, 

    Sorry to hear you're continuing to see this behavior, especially during this critical time. 

    I'd also like to apologize for the delayed response. This is an incredibly busy time for our team, as you might imagine. 

    The original issue was due to devices running iOS 11 or later using the HEIC file type as the default, but still labeling them with the .PNG extension. 

    Schoology is able to read PNGs and is now able to properly convert HEICs labeled PNGs as well. However, there may be a delay in the conversion process up to several hours. 

    When you say "unreadable," what exactly does that look like? Is it possible that students are submitting empty files? 

    As Enterprise users, please know that you can always reach out to your district's Support Contacts who will be able to help you troubleshoot further and submit a ticket with our Support team if necessary. This will help us consolidate all of the reports from your districts, prioritize this issue accordingly, and streamline our troubleshooting process.

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology | A PowerSchool Unified Classroom Product

  • 2
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    Kimberlie Forgey

    When a student uploads a .png file, this is what I see when I'm viewing it in the browser version of Schoology. By the way, that "document conversion" never happens, whether we're talking about 10 minutes or hours.

     

    However, if I'm looking at the same file in the Schoology app on my iPad, I see the picture. So, no, students are NOT submitting empty files.

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    Tamara Billingsley

    I am having the same issue but only when students submit files via iPad or iPhone. You can see the file correctly on the iPad but it doesn't show up the same way on the computer when I check it. I have to download the file to grade it and it is a picture file instead of a pdf.

  • 0
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    Yimei Shao

    Hi all, 

    What we've found is that when submitting the file, the student should be submitting from the most up-to-date version of the iOS mobile app. 

    This is because the fix we released for the HEIC issue is not retroactive and only applies to app versions 6.17 and later. 

    Best,

    Yimei Shao
    Knowledge Management Specialist
    Schoology | A PowerSchool Unified Classroom Product

  • 4
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    Chris Gatt

    Yimei, can you please elaborate on your last comment. I frequently have students submit HEIC files and I have never been able to view them within Schoology. When you say they need the latest version of the app, do you mean the Schoology app? Does the conversion into a readable format occur at the point of upload or when I try to access the file for viewing?

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    Ms. Hardy

    I have a teacher who is putting in her bitmoji png's through her web browser, but the iPad does not show the pictures. This is happening this week. Any thoughts?

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    Bill Bates

    We are also experiencing this issue. Students are submitting images from the iPad app. The latest version of Schoology (2020.09.1). iPadOS iOS 13.6.1.

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    Laura Beth Place

    We are having the same issue. With jpeg's. Hours later and it still isn't converted.

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    Bill Bates

    I submitted a bug report and will give an update when I hear more. 

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    Kenneth Griswold

    I can confirm this is still happening.  When submitting jpg files from Schoology mobile app for android, some get stuck on "Document Conversion in Progress"

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