Troubleshooting Zoom content not showing in Canvas

Some users experience Zoom launching issues when they try to access Zoom meetings via Canvas integration. This can occur in any browser depending on the user's browser security settings related to third-party cookies. For Firefox and Chrome, users can allow exceptions to allow third-party cookies from Zoom, while maintaining their browser security settings. Safari does not allow users to allow exceptions. Until Zoom updates their Canvas integration settings, Safari users will need to use a different browser if they experience third-party cookie blocking when trying to launch Zoom from Canvas. 

Issue/Question

When users select the Zoom link in the Canvas course menu, any of the following can occur in the area where Zoom content should load in Canvas:

• Area is blank
• A message indicating Zoom content failed to load
• A message indicating that the session expired
• A message about cookies and needing to load in a new tab
• Gray boxes where content should be, but fail to fully load

Environment

• Firefox, Chrome, or Safari
• Zoom in Canvas

Cause/Explanation

Browsers are increasing security settings to provide users with more control over their privacy settings while navigating the web. These security settings are also preventing tools nested within another tool (e.g., Zoom in Canvas) from validating user data required for the nested tool to function properly. For a technical description of the issue, please review the IMS Global Roundtable video on third-party cookies and LTI tools, or review the slides from the IMS Global presentation.

Resolution

To resolve this issue, for Chrome or Firefox, Zoom should be added as an exception to the browser third-party cookie blocking security settings.

Firefox: Exempt Canvas and integrated tools from Enhanced Tracking Protection

1. Log in to Canvas.
2. Select the Shield Icon located to the left of the URL address bar.
3. Locate the Enhanced Tracking Protection is ON for this site message.
4. Toggle the switch OFF for Enhanced Tracking Protection.
5. The message should change to Enhanced Tracking Protection is OFF for this site.
6. Reload the page if needed.

Chrome: Check Ad Blockers OR Exempt Zoom from third-party cookie blocking

Note: Since this issue was originally reported, Chrome has changed its third-party cookie policies. Now, the most common cause of the blank screen in Chrome seems to be the AdBlock extension or other ad blockers. We recommend checking these ad blockers before adjusting third-party cookie settings.

1. Open a Chrome browser window.
2. Select the kebab menu (3 vertical dots) next to the user's profile picture in the upper-right corner of the screen. 
3. Select Extensions > Manage Extensions.
4. Look for AdBlock or other ad blocking tools and toggle them to the off position.
5. Reload Zoom in Canvas.

If turning off these extensions does not work, then you can exempt Zoom from third-party cookie blocking.

1. Open a Chrome browser window.
2. Select the kebab menu (3 vertical dots) next to the user's profile picture in the upper-right corner of the screen. 
3. Select Settings from the drop down menu. 
4. Select Privacy and Security from the menu on the left.
5. Select the radio button next to Allow third-party cookies OR scroll down to Add an exception under Sites allowed to use third-party cookies.
   1. Select Add.
   2. Add applications.zoom.us to the text box and select Add to save the change.

Safari: No current solution

The Safari browser does not allow users to add exceptions to third-party cookie blocking security settings. Disabling security settings will leave the user vulnerable on the web and is not recommended. At the current time, Safari users who experience issues with Zoom in Canvas will need to use another browser.

Zoom campus and vendor resources