Problems

Select the problem you are having and note possible solutions:

Registered, but not Seeing Course in Course Tools/Vista

• Check with Registrar.

Trouble Getting into My Online Course

• Make sure you have a Net ID.
• Recheck to make sure you have entered your NetID correctly.
• Recheck to make sure you are using the correct password. You may have several different ones you use to access various sites, such as PeopleSoft, at this University.
• If password difficulties continue, contact the University Information and Technology Services (UITS) help desk at (860) 486-4357 or by e-mail at helpcenter@uconn.edu.
• If your browser crashes, contact the Learning Resource Center (LRC)

Course Tools/Vista not Working Correctly

• Check your browser settings. Note: It is important that you make any modifications that are indicated when you do your browser check.
• Make sure pop-up blockers are off.
• If applicable, check to see if your version of Java may be causing difficulties.
• Contact Learning Resource Center (LRC) if problem persists.

Difficulties with Navigation in Online Course

• When you are using Course Tools/Vista, do not use the back or forward buttons that you would typically use when viewing websites.
• Use the navigation tools found in the upper right side of your screen (retrace, previous, next).
• Use the outline found in the left frame (appears in all online courses) of your screen to go to specific topics.
• Use the tool bar found at the top of your screen to access specific course components such as discussions, assignments, assessments, announcements, calendar, grades, or chat features.
• Check with your instructor if you are having trouble locating a specific item.

Assessment (Testing) Problems

• Check calendar to ensure you are accessing test when it is available.
• Before beginning the test, check to see how much time is allotted so that you can determine how you can best complete what is required during the allotted time. You will not be given extra time to complete an assessment.
• Make sure you are able to complete the test once you start it. You cannot stop and restart the assessment if you are interrupted for any reason. In many cases, you are only given one attempt and you will not be permitted to re-enter at a later time.
• Check to make sure you have clicked "save" after each answer is entered.
• Immediately notify your instructor if you are unable to access the assessment.
• Immediately notify your instructor if you have a personal emergency and are unable to take the assessment during the available time.
• If you cannot access the assessment because of Course Tools/Vista (technical) problems, contact the Learning Resource Center (LRC).

Grades not Visible

• Contact your instructor. This is often requires only a simple modification to an online gradebook tool.
• Missing or late assignments, including discussion posts, may delay your access to grades.

To Drop the Course

• Use PeopleSoft.
• Exception: Continuing Studies Courses

Problems with Activities or Accessing Course Materials

• Viewing Content
  • Getting error message that says "File Not Found" or similar: contact instructor
  • Content seems to be different than what the instructor is indicating: contact instructor
• Viewing PDFs
  • Unable to open: install Acrobat Reader.
  • Still unable to open: try additional suggestions from the University of Connecticut libraries
• Problems with Electronic Course Reserve (ECR) articles or accessing library items:
  • Cannot find any for your course: contact your instructor to ensure that they have been requested
  • Do not know how to use ECR: review the steps for accessing ECR items
  • Problems continue: Reserve Services provides assistance when accessing ECR and other items. You may contact them by phone at (860) 486-2307 or by e-mail at: reserveservices@uconn.edu
  • Difficulties continue: contact the University of Connecticut libraries
• Viewing and Participating in Discussions:
  • Cannot see an indicated discussion: check the calendar for the dates it is available
  • If date of availability is noted, but still cannot see it: contact your instructor to see if it has been made accessible
  • If unable to post to a discussion: check the calendar for the dates it is available (Many instructors will allow you to view the discussion after the due date, but you will no longer be able to post to it.)
  • For technical problems with Course Tools/Vista: contact the Learning Resource Center (LRC)
• Posting assignments
  • Do not know how to add an attachment: click on the "add attachment" button on the assignment page and follow any prompts or ask your instructor for assistance
  • Unable to be opened by instructor: check the formats that are acceptable for the attachment. ( For example, if you have created your document using a word-processing tool other than Word, you may need to save it as a RTF (rich text format) so that others may view it. )

Difficulties with Media Components

• If you are using dial up (not recommended), some items may require extensive download times.
• Contact your instructor if media files are not accessible.
• If you have not yet done so, you may need to download viewing applications such as RealPlayer, QuickTime, or Media Player.
• For technical problems with Course Tools/Vista: contact the Learning Resource Center (LRC)

To Transfer Credits to Another Institution

• Complete an Online Transcript Request