Learn@UW - General Troubleshooting for Learn@UW Tools

This document describes general steps users can take to troubleshoot Learn@UW-Madison tools before seeking support from the DoIT Help Desk

Review Known Issues

Documented, UW-Madison-specific problems are tagged as a known issue and are searchable by known issue or workaround. 

They can also be found via the drop-down menu beside the search bar in the Learn@UW Madison KnowledgeBase:
A screenshot from the Learn@UW KnowledgeBase showing the topics drop-down with the "Canvas - Known Issues" topic selected.

Additionally, you can generate a list of each tool's known issues (sorted by hits) by clicking the links below:

Learn@UW-Madison Known Issues (all tools)

Canvas Known Issues

AEFIS Known Issues

Kaltura Known Issues

Blackboard Collaborate Known Issues

Engage Known Issues

Pressbooks Known Issues

Storyline Known Issues

 

Troubleshoot your browser

Disable Adblock

Ad Blocking software often can block parts of a website that aren’t ads. If you encounter issues displaying a Learn@UW page, try disabling the ad blocker:

DisableAdblock.png
  1. Select your adblocking software’s icon.
  2. Toggle the block ads on switch to temporarily disable the ad blocker on the current webpage
  3. Refresh your page

Disable Tracking Protection

Tracking protection is enabled by default on several popular browsers, including Google Chrome and Mozilla Firefox. However, it can prevent a web page from displaying properly. 

Firefox: see what to do if a site seems broken on this Mozilla help page
Chrome
Safari: Follow these Apple Support directions in reverse

Open a Private Browser Window

You can try this before clearing your cache and cookies to see if doing so will solve the issue. Some pages will not load properly in private browsing mode, so clearing a browser's cache may still be necessary.

Click on the name of the web browser you are using to display the instructions.

Microsoft Windows

Mozilla Firefox

  1. Click the Options menu (the three bars stacked vertically).

    firefox-win-1.png

  2. Click New Private Window.

    firefox-win-2.png

  3. This is what a private window in Firefox looks like.

    firefox-win-3.png

Google Chrome

  1. Click the Options menu (the three circles stacked vertically).

    chrome-win-1.png

  2. Click New Incognito Window.

    chrome-win-2.png

  3. This is what an Incognito / Private window in Chrome looks like.

    chrome-win-3.png

Windows Internet Explorer 11

  1. Click the Settings menu (the gear icon).

    ie11-win-1.png

  2. Hover over the Safety submenu, and click InPrivate Browsing.

    ie11-win-2.png

  3. This is what an InPrivate / Private window in Internet Explorer looks like.

    ie11-win-3.png

Microsoft Edge

  1. Click the Options menu (three circles aligned horizontally).

    edge-win-1.png

  2. Click New InPrivate window.

    edge-win-2.png

  3. This is what an InPrivate / Private window in Edge looks like.

    edge-win-3.png

Apple macOS

Mozilla Firefox

  1. In the Menu bar, select File, and then select New Private Window.

    firefox-mac-1.png

  2. This is what a Private Window in Firefox looks like.

    firefox-mac-2.png

Google Chrome

  1. In the Menu bar, select File, and then select New Incognito Window.

    chrome-mac-1.png

  2. This is what an Incognito / Private window in Chrome looks like.

    chrome-mac-2.png

Apple Safari

  1. In the Menu bar, select File, then select New Private Window.

    safari-mac-1.png

  2. This is what a Private window in Safari looks like.

    safari-mac-2.png

Clear Cache & Cookies

One common troubleshooting step to take is clearing your web browser’s cache and cookies.

Desktop Web Browsers

Browser Windows Document Link macOS Document Link
Google Chrome
Google Chrome		 Chrome (Win) - Clearing Cache and Cookies Chrome (Mac) - Clearing Cache and Cookies
Firefox
Firefox		 Firefox 57+ (Win) - Clearing Cache and Cookies Firefox 21+ (Mac) - Clearing Cache and Cookies
Safari
Safari		 Safari (Win) - Clearing Cache and Cookies Safari 10.0.1+ (Mac) - Clearing Cache and Cookies
Internet Explorer 9, 10, & 11
Internet Explorer 9, 10, & 11		 Internet Explorer 9, 10 and 11 (Win) - Clearing Cache and Cookies None
Microsoft Edge
Microsoft Edge		 Edge (Win) - Clearing Cache and Cookies None
Opera
Opera		 Opera (Win) - Clearing Cache and Cookies Opera 28.0 (Mac) - Clearing Cache and Cookies
edgelogo.jpg
New Microsoft Edge		 New Edge (Win) - Clearing Cache and Cookies None

Mobile Web Browsers

Operating System Document Link
Android Icon
Android		 Android (Jellybean) - Clearing Cache and Cookies
iOS Icon
iOS		 iOS - Clearing Cache and Cookies
webOS Icon
webOS		 HP webOS 2.x - Clearing Cache and Cookies
Windows Phone Icon
Windows Phone		 Internet Explorer (Windows Phone) - Clearing Cache and Cookies

Legacy Versions

Update your web browser

Click on the link below to jump to information on your preferred browser:

Google Chrome

  1. In the upper right-hand corner of Chrome, click on the Chrome menu icon This button is found to the right of the address bar. and select About Google Chrome.

  2. Google Chrome will check for updates and install them automatically. Click Restart to apply any updates that were installed.

    • Note: If you see a Set Up Automatic Updates for All Users button, it is highly recommended you select this option, as it will keep Google Chrome up-to-date in the future.

If you do not have Google Chrome installed, go to:http://www.google.com/chrome/ to download the newest available version for your system

Microsoft Edge
  1. Click the Start start.jpg button.
  2. Click Settings settings.jpg.
  3. Select "Updates & Security."
    update_and_security.PNG
  4. Click "Windows Update".
  5. Click "Check for Updates." check_for_updates.jpg
    Windows 10 will connect to Microsoft and check for any updates.If they are found, they will be installed and you will get the latest version of Edge.
    up_to_date.PNG

Internet Explorer

  1. In the upper right-hand corner of Internet Explorer, click on the Help menu. Depending on what version of IE you have installed, this may appear as a question mark icon or a gear icon .

  2. If you are using Internet Explorer 6, you must update to a newer version in order to continue using UW services. To download the newest available version for your system, go to: http://windows.microsoft.com/en-US/internet-explorer/download-ie

    • Note: Internet Explorer is set to update automatically by default. If this functionality was intentionally disabled, it may be due to compatibility issues with certain web applications you need to access. As long as you are using IE7 or higher, it is recommended you check with your local IT before upgrading to a newer version.

Mozilla Firefox

  1. If you have a menu bar in Firefox, click on the Firefox menu, then select About Firefox.

    If you do not have a menu, look for the Firefox menu icon in the upper right-hand corner of your browser. At the very bottom of the menu, click the question mark icon and select About Firefox.

  2. Firefox will check for updates and install them automatically. Click Restart to Update to apply any updates that were installed.

If you do not have Mozilla FireFox installed, go to:https://www.mozilla.org/en-US/firefox to download the newest available version for your system

Safari

  1. Click on the Safari menu, then select About Safari.

  2. Safari is updated as part of your regular Mac OS X updates. To check for any updates not yet installed, click on the Apple menu and select Software Update....

Load page in a different web browser

Some web pages load differently depending on which browser you are using. While we do not endorse a particular web browser, two popular ones are Mozilla Firefox and Google Chrome. You can also do this if you'd prefer not to clear your cache or cookies.

Restart your device

  • Windows: Go to Start , select the Power  button, and then select Restart.
  • Mac: On your Mac, select Apple menu > Restart. 
    • Apple menu is the apple logo in the upper left corner of your screen.
  • iPhone/iPad
  • Android devices: consult your manufacturer’s website for restarting instructions.

Try an Alternate Device

Sometimes, an issue may be related to settings on the device itself, rather than the browser. Try opening the page on a different device, such as a phone or tablet. UW Infolabs also offer free, short-term laptop rentals. For more information, see Device Checkout During COVID-19 University Response

Try a Different Network

Networks may block certain content from Learn@UW tools, especially if there are custom firewall rules in place. 

Contact the DoIT Help Desk

If you’d like assistance troubleshooting, or if the information above doesn’t solve the issue, please contact the DoIT Help Desk

NOTE: All times listed on this page are CST.

Get help from the Help Desk via phone, email, chat, and HelpOnline

Phone & Email

7:00 AM - 11:00 PM
7 days a week

608-264-HELP (4357)
help@doit.wisc.edu

LiveChat

8:00 AM - 10:00 PM
7 days a week

Chat with an Agent!

HelpOnline

7:00 AM - 11:00 PM
7 days a week

More information about HelpOnline

Walk-In

Walk-in closed due to COVID-19. No in-person consultation.

Virtual consults available by appointment through the Help Desk
Call 608-264-HELP (4357) or email help@doit.wisc.edu to request an appointment.
9:00 AM to 5:00 PM
Monday through Friday

1210 W Dayton Street
(next to the main lobby by the Dayton St entrance)

Phone

Available 7:00 AM to 11:00 PM, 7 days a week

Reach the Help Desk by phone at 608-264-HELP (4357). The Help Desk can help with many common computer issues over the phone, including trouble with Windows, Mac OS, Microsoft Office, etc. We can also assist with password resets and can help with many common UW-Madison applications (such as MyUW, Office 365, Learn@UW, etc) over the phone. Some issues (such as possible hardware issues) may need to be handled at the Service Desk.

When you call, there are six menu options to choose from:

  • Option 1 for NetID or Office 365 calendar/email (including NetID password resets)
  • Option 2 for Help Desk Level 2-supported services including e-Reimbursement, 3270/Mainframe, SIS, etc.
  • Option 3 for general computer issues, and issues with Learn@UW, MyUW, Cisco VoIP and other Wisc services
  • Option 4 for Centrex telephone line issues
  • Option 5 for VIP Departmental Support
  • Option 6 for Tech Store orders

Walk-In

Walk-in closed due to COVID-19. No in-person consultation.

Virtual consults available by appointment through the Help Desk, 9:00 AM to 5:00 PM, Monday through Friday

Please note: The Walk-in Help Desk is currently not offering onsite support. Please call the Help Desk phone line: 608-264-HELP (4357) or email help@doit.wisc.edu to request an appointment.

The DoIT Help Desk has one physical location on campus that is not offering in-person services at this time. Drop off and pick up services are available for laptop checkouts and Duo tokens by appointment. Computer repair services is also still accepting personal and departmental computers in need of advanced software support, such as format re-installs and departmental Dell and Apple computers for a facilitated hardware repair. These services also require an appointment which can be requested through the Help Desk phone line: 608-264-HELP (4357) or email help@doit.wisc.edu. For directions and parking options, please see: Campus Maps.

Email

Available 7:00 AM to 11:00 PM, 7 days a week

You can email the Help Desk at help@doit.wisc.edu if you would prefer to contact us via email. Because of the volume of email received, note that it can sometimes take up to 24 hours to receive a response via email. If you have an urgent issue, please call the Help Desk instead. Note that the Help Desk also cannot reset passwords via email and cannot provide sensitive information (such as NetIDs) over email. We have extensive documentation for common NetID questions, including recovering forgotten NetIDs and resetting passwords. If you need a password reset or if you don't remember your NetID, you must call the Help Desk.

LiveChat

Available 8:00 AM to 10:00 PM, 7 days a week

In addition to phone and email, the Help Desk provides support via an online chat service. If you would prefer to receive help via chat, you may chat with one of our Help Desk agents. Note that the Help Desk also cannot reset passwords or provide NetIDs via chat. We have extensive documentation for common NetID questions, including recovering forgotten NetIDs and resetting passwords. If you need a password reset or other account information, you must call the Help Desk.

HelpOnline

Available 24 Hours, 7 days a week; possible 24 hour response delay.

If you have searched our KnowledgeBase and could not find the answer or solution you need, you can request Help Desk support online. To create a new call or service request, or to check the status of your existing calls and requests, please login to HelpOnline with your UW-Madison NetID and password.

Help Desk Level 2

Available 7:00 AM to 6:00 PM, Monday through Friday

Help Desk Level 2 (formerly EAST) provides assistance with many common UW-Madison business applications including SIS, the mainframe (3270), e-Reimbursement, Student Payroll, etc. Business Systems support agents are available via phone (call 608-264-HELP, choose option 2), email (help@doit.wisc.edu), and LiveChat during HDL2 business hours.

Help Desk Level 2 also provides assistance to departmental users that have a VIP support contract with Departmental Support. Level 2 agents are available via phone (call 608-264-HELP, choose option 5), email (support@doit.wisc.edu), and LiveChat during HDL2 business hours. There is also a VIP Customer Portal that you can access with your NetID and password.

More about the DoIT Help Desk

View About the DoIT Help Desk for more information about the DoIT Help Desk, including information about employment opportunities, obtaining custom support for your department, Help Desk statistics, and more information about Help Desk policies.