Troubleshooting XYZ Homework in your LMS

Hard-refresh the page: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac).

Open it in a new tab. Many browsers block logins inside an embedded frame. Use your LMS’s “open in new tab/window” option for the link.

Disable any pop-up blocker for xyzhomework.com. When the embedded frame is blocked, XYZ Homework tries to open your assignment in a new window — a pop-up blocker stops that, and you may see Popup blocked, click to open in a new window. Click it.

Why “allow cookies” is not the fix. Browsers now block the sign-in cookie inside an embedded frame by design, and Safari has no per-site setting to allow it — so that advice cannot work there. Opening in a new tab is the dependable fix, and your LMS has a setting for it — see the your LMS section below, or the full error-message index. Check how far that setting reaches: on Canvas it is set per assignment and on Brightspace per link, so items created before you changed it keep the old behaviour and need fixing individually. On Moodle and Blackboard it can be set once for the whole tool.

Always launch from inside your your LMS course — not a saved bookmark of the XYZ page.

The very first launch asks the instructor to sign in once to link the courses. If it keeps asking, open it in a new tab — embedded frames are where browsers block the sign-in cookie, and being asked repeatedly is the classic symptom.

Grades can take a few minutes to appear in your LMS after a student finishes. If a grade or grade column still doesn’t show, the connection may need a re-check — email support@xyzhomework.com and we’ll verify it and re-send the grades.

LatePasses work inside your LMS: the Redeem LatePass button appears on the assignment’s opening page under the due date (and in the assignment’s More menu) whenever a pass can be used. It is hidden when the student has 0 LatePasses.

Why a new student (or your LMS’s test student) has 0: students join the XYZ roster the first time they launch from your LMS, and receive the number in Course Settings → Additional Options → Auto-assign LatePasses on course enroll (default 0). Set that before the term starts; use Roster → Manage LatePasses for anyone who already launched.

Also check: the assessment allows LatePasses and has a due date before the course end date; the student hasn’t opened it in Practice mode (which blocks LatePass use); and your LMS has no “available until” lock date earlier than the LatePass extension. A LatePass changes the due date in XYZ Homework only — any your LMS late-submission policy still applies.

The app install isn’t finished. If your admin used Dynamic Registration, have them confirm under Admin → Apps → Manage that XYZ Homework is enabled with a placement. If they used the Developer Key path, they add it under Settings → Apps → + App → By Client ID. Until that’s done, instructors won’t see XYZ Homework in the tool list.

In the assignment, turn on Load This Tool In A New Tab, then Save & Publish. Canvas embeds tools in a frame by default, which can block the sign-in.

If it still fails, open the tool in a new tab — browsers increasingly block the sign-in cookie inside an embedded frame, and a new tab is the dependable fix.

Confirm the Developer Key State is ON (Admin → Developer Keys). A key left in the OFF state stops grade passback.

Make sure each XYZ assignment was added as its own External Tool link with points set, not pasted as a plain URL.

If a column never appears, the Client ID may not be registered with us yet — have your admin send it to support@xyzhomework.com so we can add it on our end.

By default XYZ Homework enforces the due dates set in XYZ. There is a course setting that lets Canvas push its due dates into XYZ instead — enable it in the XYZ course settings if you’d prefer to manage dates from Canvas.

A LatePass extends the due date inside XYZ Homework only. Two Canvas assignment settings still apply:

Available until: if the Canvas assignment has an “Available until” date, Canvas locks the launch at that time regardless of the LatePass. Leave it blank, or set it later than the longest LatePass extension.

Late policies: Canvas records the work as submitted after its own due date, so an automatic late-deduction policy is applied on top of the LatePass. The policy is course-wide and cannot exclude individual assignments: turn it off, clear the late status on the affected submission in the Canvas gradebook, or move the Canvas due date to match the extension.

If students don’t see a LatePass button at all, see “Students don’t see a Redeem LatePass button” in the “any LMS” section above.

Open any one imported link once and complete the one-time instructor sign-in — that associates the Canvas course with your XYZ course and activates every imported link at once.

Added new XYZ assessments after importing? They don’t sync automatically — repeat the Export → Import step to bring the new links over.

The tool isn’t fully registered yet. Your Blackboard admin must finish Register LTI 1.3/Advantage Tool, set Tool Status = Approved, and add a Deep Linking content tool placement. Only approved tools show under Institution Tools.

Blackboard uses a Client‑ID model and the ID comes from us. Email support@xyzhomework.com for your institution’s XYZ Homework Client ID, then enter it when registering the tool.

This one is set by your Blackboard administrator, not by instructors. It lives on the placement: Administrator Panel → Integrations → LTI Tool Providers → XYZ Homework → Manage Placements, edit the Deep Linking placement, tick Launch in New Window, and Submit.

Links created from that placement then open in a new window; there is no per-item override for instructors, which is why this has to go through your admin. Also allow pop-ups for xyzhomework.com. Both Blackboard Ultra and Original are supported.

On the registered tool, Allow grade service access must be turned on (your admin sets this). Adding each XYZ assignment as its own deep-linked item is the most reliable way to get grades back; if a column is missing, also check the tool registration and the XYZ-side setup.

Two things are usually missing, and the second one is invisible from inside Moodle:

1. Initiate login URL must be https://www.xyzhomework.com/imathas/lti/login.php. Moodle flags this field but doesn’t fill it in — if it’s blank the launch can never start. (It is not the same as the Tool URL, which is …/lti/launch.php.)
2. We have to register your Moodle on the XYZ Homework side. Moodle generates the Client ID itself — it isn’t issued by us, and it’s greyed out on your form for that reason. Until you send it to us along with the rest of the tool’s Details, XYZ Homework has no record of your site and every launch fails.

Open Manage tools, click View configuration details on the XYZ Homework card, and email the Platform ID and Client ID to support@xyzhomework.com. Those two are all we need — we derive the rest. We’ll add them and confirm.

Or skip all of it: delete the manual tool and use Dynamic Registration instead — paste https://www.xyzhomework.com/imathas/lti/dynreg.php into the Tool URL box in Manage tools and click Add LTI Advantage. It sets every field, service and privacy option correctly and needs nothing sent back to us.

We match your site by its Platform ID (issuer) as an exact string. https://moodle.school.edu, https://moodle.school.edu/ (trailing slash) and http://moodle.school.edu are three different sites as far as the match is concerned. Send the Platform ID exactly as Moodle shows it in the tool’s Details panel — copy and paste it rather than retyping — and tell us if your Moodle’s address has changed since the tool was registered.

Dynamic Registration created the tool but it still needs approval. Your Moodle admin clicks the checkmark next to XYZ Homework under Manage tools to set it Active.

From your course page open More → LTI External tools and turn on Show in activity chooser for XYZ Homework. If it isn’t listed there either, the site-wide tool hasn’t been set up yet — use the send-to-administrator box above to email your Moodle admin everything they need.

Make sure the tool is Active (not Pending) and that you added it as External tool → XYZ Homework. Select content is what opens XYZ Homework to deep-link a specific assignment.

Set the Launch container to New window. Either once for everyone — Site administration → Plugins → Activity modules → External tool → Manage tools, edit XYZ Homework, Show more…, Launch container — or per activity, by editing the activity and using the same Show more… setting.

Do this right after setup. Dynamic Registration configures the tool to launch embedded, without blocks, so a brand-new correctly-registered tool still lands inside the frame until you change this. Moodle itself warns that browsers may block the new window — so also allow pop-ups for xyzhomework.com.

The first launch asks the instructor to sign in once to link the courses.

If the tool was set up manually, Assignment and Grade Services must be set to “Use this service for grade sync and column management.” Dynamic Registration sets this automatically. Add each assignment as its own activity.

Do not register it again. Your Brightspace admin should select the existing registration and click Enable, then confirm that its deployment and Deep Linking Quicklink are also enabled.

Your Brightspace admin should confirm that the existing registration and deployment are enabled, the deployment is shared to your course through Add Org Units, and an enabled Deep Linking Quicklink points to XYZ Homework. Do not create a duplicate registration.

Do not guess at the Standard-registration values or use a generic login URL. Email support@xyzhomework.com and we’ll coordinate the Brightspace and XYZ Homework setup with you.

Set the link to Open as External Resource. In Content, open the XYZ Homework link’s menu and edit its properties (Edit Properties In-place in the classic experience, or the link settings in the new one), then tick Open as External Resource. The link then opens at the top level instead of inside Brightspace’s frame, which is what lets the sign-in complete.

This is a per-link setting. Links added before you changed it keep the old behaviour, so re-check older links — this is the most common reason “we fixed it” only fixes some assignments. Also allow pop-ups for xyzhomework.com.

New links that XYZ Homework creates through the content picker now ask Brightspace to open in a new window automatically, but Brightspace decides whether to honour it — the per-link setting above is what you can rely on.

Columns normally appear when assignment links are inserted. If one is missing, launch the assignment once from Brightspace; XYZ Homework will create or rebind it through Assignment and Grade Services. If it still does not appear, ask your admin to confirm that the deployment is enabled, shared to your course, and has that service enabled.

On the Deployment, confirm Assignment and Grade Services is enabled and the deployment is shared to the course. Add each assignment as its own link and launch it from Brightspace at least once. Name is required for learner provisioning; Email is optional.