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If you are having a technical problem with your online course,
please check the list below for help.
If the information below does not meet your needs, please contact
our Help Desk
for additional assistance. When reporting a problem to the Help
Desk, please provide the following information:
- First and last name
- Description of problem, including any error messages
- Course and section number
- Date and time of problem
- Computer operating system
- Web browser and version
Username
and Password Problems
Computer and Browser Problems
Error Messages
Course or Tool Problems
Your logon username when you access your Vista course is your MU
ID (901XXXXXX). If you don't know your MU ID, you can find it here:
MU ID Lookup
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Username and Password Problems
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Your default PIN is your birthdate, in the format mmddyy. For
example, if your birthday is July 04, 1970, then your password would
be entered as 070470.
If you don't know your PIN you can find it here:
MU ID Lookup
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Username and Password Problems
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- Log in to WebCT Vista.
- Click the "Change Password" link at the top of the My WebCT
page.
- Type your current password.
- Type your new password.
- Type your new password again to confirm.
- Click Save. Your new password will now be in effect the next
time you log in.
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Username and Password Problems
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Please double-check this list and re-try your log in.
- Usernames and passwords are case sensitive. All WebCT Vista
usernames are lowercase.
- If you have changed your password, make sure you are
entering it with the proper case. Check if the CAP Lock is
active.
- Your initial password is your birthdate. Make sure you are
typing all 6 digits in the format mmddyy. Do not type any
spaces, dashes, or slashes.
- If you are typing numbers, make sure that the Num Lock key
is depressed on your keypad, or use the numbers above the letter
keys on the keyboard.
- Make sure you are typing your MU ID and PIN and not another
login name for another account..
- Your course may not have been created yet. If you are trying
to login before the first class day, then it is likely that your
account is not yet active. Also, if you registered on the first
day of classes or later, then it may take a day before your
account is activated.
- Make sure you have followed the recommended steps in
preparing your computer and browser. See the steps in the
Computer Requirements section.
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Username and Password Problems
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If you can log in to Vista successfully from one computer but not
another, then the problem is likely a browser or Java
compatibility issue. If you
are able to make changes on the other computer that is not working
correctly, then go through the Computer Requirements section and
double-check for
- correct version of Internet Explorer;
- correct Internet Explorer settings;
- current version of Sun Java installed;
- personal firewalls and pop-up blockers;
- spyware.
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Computer and Browser Problems
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If you can log in to Vista successfully from home, but not work,
then the problem is likely a firewall, browser or Java compatibility
issue. If you are able to make changes on your office computer, then
go through the Computer Requirements section and double-check for
- correct version of Internet Explorer;
- correct Internet Explorer settings;
- current version of Sun Java installed;
- personal firewalls and pop-up blockers;
- spyware.
Many individuals and companies use firewalls to help protect the
security of their computer systems. These firewalls can restrict
your ability to access your online course. If you are not able to
access your online course, you may have a firewall restriction
issue. Personal firewalls, such as Zone Alarm, Norton Internet
Security, and McAfee Personal Firewall can be configured by the user
to allow access to specified sites. Check your software instructions
for details on how to configure your personal firewall to grant
access to the WebCT server (domain = vista.marshall.edu).
Companies using firewalls may have policies that prohibit personal
use of computers and/or making changes to the firewall
configuration. Contact your company's network support technician to
determine what firewall restrictions are set and if they can be
modified to enable access to WebCT Vista.
Please call our Help Desk for assistance in determining if you are
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Computer and Browser Problems
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This is a problem seen with some AOL users. If you are using
AOL, then first, make sure you are using a compatible version.
You should use AOL versions 8 or 9. If you are using either of
these versions, then try an alternate method to connect.
Here's how:
- Log on to AOL
- Open a Private Chat
- Go to People
- Start Your Own Chat
- Private Chat (enter any name for the chat)
- Go Chat (This ensures AOL will believe you are active
and will not time your session out, thereby disconnecting
you)
- Minimize AOL
- Open Internet Explorer
- Login to Vista using Internet Explorer
If you are not using AOL and experience this problem, then check
the following:
- Cookies - for IE go to Tools/Internet option/Privacy
and move the slider to Medium or lower to allow for cookies. If
you prefer a higher level, then you should add the Vista server
to the allowed web sites. Click the Edit button in the Web sites
section on the Privacy tab. Then add the domain
vista.marshall.edu and click Allow. Then click OK.
- Accelerators - disable any accelerators used with
your ISP to "load pages faster". They typically work by caching
and re-using pages that you have visited before. In doing so,
they may not load the most current information on the web page
that you are requesting.
- Firewalls - disable personal firewalls and/or pop-up
blockers during your Vista session.
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Computer and Browser Problems
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First, make sure that you are using the correct version
of Internet Explorer and that you have followed the required
settings in the Computer Requirements section. Make sure
that you have either disabled your pop-up blocker or have
changed the setting in your pop-up blocker to always allow
pop-ups for the Vista domain (vista.marshall.edu).
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Computer and Browser Problems
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If, when you log in to Vista, you are being automatically redirected
to another web site, then your browser is being "hijacked" by
spyware. Please check our
Spyware & Adware section for suggestions
on detecting and removing this type of software.
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Computer and Browser Problems
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You may be encountering a security settings issue. In Internet
Explorer, go to Tools/Internet options and choose the Privacy tab.
Move the settings slider to Medium security or lower. If you prefer
a higher level, then you should add the Vista server to the allowed
web sites. Click the Edit button in the Web sites section on the
Privacy tab. Then add the domain marshall.edu and click Allow. Then
click OK.
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Computer and Browser Problems
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In your Internet Explorer browser, go to Tools/Internet Options.
Click on the Advanced tab and in the Browsing section, UNCHECK the
box next to "Show friendly HTTP error messages". Click OK to save
changes.
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Messages
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In your Internet Explorer browser, go to Tools/Internet Options.
Click on the Advanced tab and in the Browsing section, UNCHECK the
box next to "Show friendly HTTP error messages". Click OK to save
changes.
Also, while in Vista, do not choose to open a new window
(File/New/Window or right-click and "Open in new window") and then
return to your login page and log in again. Vista tracks multiple
sessions by the same user, so if you would like to have a second
browser open with Vista, you must launch a new instance of Internet
Explorer and then login (either launch from your desktop, taskbar,
or start/programs menu).
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Messages
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Please double-check this list and re-try your log in.
- Usernames and passwords are case sensitive. All WebCT Vista
usernames are lowercase.
- If you have changed your password, make sure you are
entering it with the proper case. Check if the CAP Lock is
active.
- Your initial password is your birthdate. Make sure you are
typing all 6 digits in the format mmddyy. Do not type any
spaces, dashes, or slashes.
- If you are typing numbers, make sure that the Num Lock key
is depressed on your keypad, or use the numbers above the letter
keys on the keyboard.
- Make sure you are typing your MU ID and PIN and not another
login name for another account..
- Your course may not have been created yet. If you are trying
to login before the first class day, then it is likely that your
account is not yet active. Also, if you registered on the first
day of classes or later, then it may take a day before your
account is activated.
- Make sure you have followed the recommended steps in
preparing your computer and browser. See the steps in the
Computer Requirements section.
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Messages
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Please write down what you were doing when you encounter this
error message and provide that information to the
Help Desk. It is
important to also note the date and time the error occurred. Try the
following steps to resume working in your course, but save the
details of the error regardless of whether you are able to resume
working.
- Click the link on the error page to Return to My WebCT
- If you are returned successfully to your My WebCT page, click back
into your course and retry the task that you were attempting when
the error occurred.
- If you receive the same error message, return to your My WebCT page,
Log out, and close your browser.
- Re-launch your browser and log back in to Vista. You should now be
able to complete the task.
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Messages
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The idle session time limit in Vista is set to 75 minutes. If you
are logged in to your Vista course and do not perform any actions in
the course (click links, access tools, click send, save, etc.) for
75 minutes, then your session will be timed out. Any data that was
in progress, but not previously saved, will be lost. For example, if
you began a discussion post and typed a message, but did not click
the Post button, and 75 minutes expired, you will not be
able to post that message and you will need to log back in to Vista
and create a new message.
Please note that many ISPs (Internet Service Providers) also have
their own time limits set for allowable idle time and this time
period may be less than Vista's 75 minutes. You may be timed out of
your ISP before being timed out of Vista, so be sure to check the
idle time limitations with your ISP.
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Messages
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If you get an error message that "the document is corrupt and cannot
be loaded", then you need to apply an update/fix to your Adobe
Acrobat Reader to version 6.0.1. This update is necessary both for
Adobe Acrobat Professional and for the Adobe Reader. To get the
update, open your Adobe application (Acrobat or Reader) and go to
the Help menu and select "Updates" and follow the steps to get the
update.
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Messages
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Courses won't be listed until a day or two before the first day
of the semester. Late registrations can delay access to your course
after registration, during which time you would not see that course
listed on your My WebCT page.
Note: Students dropped for non-payment are not loaded into online
courses until payment arrangements are made and are required to go
through the late registration process.
If it is after the first day of the semester and you have not
registered late and you still cannot access your course, please
contact your Help
Desk to determine the cause of this problem.
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Course
or Tool Problems
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Dropped courses will remain on your My WebCT page until the end of
the semester, but they will not be counted as a credit. You do not
have access to the dropped course. Please ignore the listing on your
My WebCT page if you have dropped the course.
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Course
or Tool Problems
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Chat or Whiteboard require that a specific version of Sun Java (a
free program), be installed on your computer. Please review the
Computer Requirements section for details.
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Course
or Tool Problems
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The process to attach a file from your computer to an assignment
requires that a current version of Sun Java (a free program), be
installed on your computer. A Java applet runs when you click the My
Computer icon in the Choose Files window when adding an attachment
to your assignment. This applet allows you to select and attach
multiple files. Please check the Computer Requirements section and
download the correct version of Sun Java.
Also, it is important that you do not use any special characters in
the filename of the assignment file you are attempting to attach.
The best rule of thumb for naming any file that is to be displayed
or handled on the web, is to use only letters, numbers, dashes, or
underscores. Do not use characters such as ( )~!@#$%^&*,":'?></|\ in
the name of your file.
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Course
or Tool Problems
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First, make sure that you have disabled any pop-up blockers for your
browser, including those included in the popular search toolbars
such as Google.
Second, quizzes are typically set up with specific date and time
parameters by your instructor. If you cannot see the quiz title in
your course, or if you can see the quiz listed, but can't click on
it to start, then please contact your instructor. He or she may need
to change a setting on the quiz to make it visible during the
scheduled time.
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Course
or Tool Problems
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If you get a "Page not Found" message, first try refreshing or
clicking once on the link to load the page again. Note that pages
with large graphics or other media may take longer to load,
especially when accessing over a phone modem. If the page or link
cannot be found, please contact your instructor. They can verify the
address of the link or content file.
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Course
or Tool Problems
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Your My Grades icon should appear on your course toolbar, if it has
been enabled by your instructor. If you don't see the My Grades icon
on your toolbar, first check under the "More Tools" link on the
toolbar (far right on the toolbar). There may be one or more tools
listed in this area because only 4 can be displayed at a time on the
toolbar.
If you do not have a My Grades icon, please contact your instructor
to request that it be added to the toolbar. Also, note that specific
assignment or quiz grades can be seen within the particular tool.
For example, to see a grade on your quiz, go to the Assessments tool
(if enabled by your instructor), and look for your grade in the
Grade column.
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Course
or Tool Problems
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