Keeping personal computer hardware and software up-to-date is crucial for everyone using Extended Studies online learning spaces (e.g., Canvas, Zoom) and learning tools (e.g., Kaltura, Lucid). Being able to troubleshoot your own software and devices—such as web browsers, laptops, desktops, and smartphones—is essential for keeping pace in an online learning environment and this digital world, in general. By adopting a DIY attitude toward troubleshooting, you can save time, reduce frustration, and ensure a smoother experience, as many basic issues with Canvas or other online learning tools are resolved with simple measures.
Basic DIY Troubleshooting Guide
Here’s a quick guide to help you resolve common technical issues before reaching out for support. These steps are easy to follow—even if you're not a tech expert!
1. Browser Issues
Out-of-date browsers are the most common culprit in spoiling the Canvas experience. Take these steps to determine if your browser is causing you problems.
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Update Your Browser: Ensure you're using the latest version of your browser. Most browsers update automatically, but it’s good to double-check. This ensures compatibility with Canvas and other online tools.
- Visit Is my browser up to date? to see if your browser needs an update to be the most compatible with Canvas.
- Clear Cache and Cookies: Over time, your browser collects data that can cause slowdowns or errors. Clearing your cache and cookies often resolves these issues. You can usually find this option in the browser’s settings under “Privacy” or “History.”
- Try a Different Browser: If you still encounter issues with your preferred browser, try accessing your content using a different, up-to-date browser (e.g., if you're using Chrome, try Firefox or Edge).
2. Computer Maintenance
Sometimes your device of choice may need some care in order to improve your experience. Try these steps to see if your device might be failing you somehow.
- Update Your Operating System: Ensure your computer’s operating system is up to date. Regular updates fix bugs and improve system performance, which can sometimes improve your Canvas experience.
- Restart Your Computer: Sometimes, simply restarting your computer can resolve many issues by clearing out temporary files and refreshing system processes—it's the closest thing to magic we have!
- Change Devices: If your laptop is not working, try using another laptop or desktop computer you own or have access to.
3. Wi-Fi and Connectivity Issues
Most people use a wireless internet connection to work, so unless you are connected to an ethernet cable, your wi-fi router or signal may be in part to blame for your technological woes.
- Check Your Wi-Fi Signal: A weak Wi-Fi signal can cause issues with loading content or maintaining a stable connection. Try moving closer to your wireless gateway or router.
- Restart Your Wireless Gateway: If your connection is slow or unstable, restart your gateway. Unplug it for 30 seconds, then plug it back in and wait a few minutes for it to reconnect.
4. Searching the Help Center for Articles
Online Learning and Instructor Excellence are constantly adding to and maintaining our help center, creating articles that address common problems when using Canvas, Kaltura, Zoom, and our other online learning tools.
- Search the Help Center: Many common issues have already been addressed in our Help Center articles. Before submitting a ticket, try searching for a solution there—it’s often the quickest way to get help.
If all else fails, submit a help request
If the above steps don’t resolve your issue, please submit a help request.
When submitting a request, please take care to include the following information to get the fastest resolution to your support request—the more detail you give us, the faster we can help!
Students
- Your Name: Your full name helps us find relevant information.
- Canvas Course ID and Title: Help us find your course in the hundreds of courses being taught each quarter at Extended Studies
- Specific Area (with name) in Canvas: Be specific about the item(s) in Canvas you are having trouble with (e.g., Module 1, Quiz 1, "Reflection Paper 4", etc.) We can guess, but it slows things down, and we may have to ask you for this detail before we process your request.
- Screenshots: Screenshots are a must in almost every circumstance, and they allow us to diagnose problems faster, especially when the issue cannot be replicated on our end. If you don't include them, you may be asked to submit some before we can help you.
Instructors
- Your Name: Your full name helps us find relevant information.
- Course(s) You Teach: Please include the title of your course
- Canvas Course ID: It's helpful to include the six-digit course ID, especially if you teach multiple courses with the same title.
- Specific Area (with name) in Canvas: Be specific about the item(s) in Canvas you are having trouble with (e.g., Module 1, Quiz 1, "Reflection Paper 4", etc.) We can guess, but it slows things down, and we may have to ask you for this detail before we process your request.
- Screenshots: Screenshots are a must in almost every circumstance, and they allow us to diagnose problems faster, especially when the issue cannot be replicated on our end. If you don't include them, you may be asked to submit some before we can help you.
⚠️ You can submit a help request by clicking the ? Help icon in Canvas and then clicking Report a Problem or Request Help.