Troubleshooting Issues with Gradescope

Roster Syncing Issues

I’m completely unable to sync my roster.

It's possible that the permissions for your role in Canvas currently do not allow you to access student email addresses, which you'll need to sync a roster. This is especially true for teaching assistants. If you suspect this may be the case, you'll need to ask another instructor or an admin in your course to make some account and/or permission changes. Here's what to ask:

1. Ask an admin to change the permissions for your Canvas role to allow you and anyone in the course with the same role to "view primary email addresses." Your admin should be able to do this on their Permissions page in Canvas. For more information, you can also direct them to the following Canvas article for admins: How do I manage the Permissions page? Once your permissions are changed, an admin or another instructor may need to re-sync the roster in Gradescope.

2. Ask an admin or another instructor to change your Canvas role to "instructor," and then ask the admin or instructor to re-sync the roster in Gradescope.

3. If your role or permissions can’t be changed, ask another instructor to sync the roster or post grades in Gradescope for you.

I can sync only part of my roster.

If some course members can’t be synced with the rest of the roster, these members most likely don't have an email address associated with their account in Canvas. To fix this, ask course members or your Canvas admin to add the email addresses to the accounts in Canvas. Then re-sync the roster.

After unlinking Canvas course from Gradescope, roster remains on the roster page even after linking a new course.

Please contact help@gradescope.com to have the excess students removed.

Grade Posting Issues

I can't post grades from Gradescope to Canvas.

1. Re-sync the roster. Click Post Grades to Canvas again.

2. it's possible that the permissions for your role in Canvas currently do not allow you to access student email addresses, which you will need to sync a roster and to post grades. This is especially true if you are a teaching assistant. If you suspect this may be the case, you will need to ask another instructor or an admin in your course to make some account and/or permission changes. See item one under I’m completely unable to sync my roster for steps.

Embedded Window Issues

Gradescope doesn’t appear in the embedded window when I use the Safari browser.

To use Gradescope in an embedded window within Canvas, select Preferences from Safari’s settings and then ensure Prevent cross-site tracking is unchecked.

Gradescope doesn’t appear in the embedded window when I use Chrome in incognito mode.

Third-party cookies may be blocked, which prevents this functionality.

To temporarily enable third-party cookies, select the eye icon on the right of the URL address bar when you attempt to launch Gradescope LTI. A modal will appear where you can select Site not working? and then Allow cookies. This setting will reset when you restart your browser.

To permanently allow third-party cookies, see this Chrome help article. Select Privacy and security and then Cookies and other site data. Here you will be able to Allow all cookies. This setting will remain unless you return to the settings and disable it.

Getting Help

Gradescope technical support questions should be sent to help@gradescope.com. For all other inquiries, please submit a help desk ticket to ensure proper routing to the person who can best assist you.

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