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Student FAQ | Faculty FAQ | Technical FAQ |
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Technical Frequently Asked QuestionsNeed to talk to someone? Username and Password
Problems
USERNAME AND PASSWORD PROBLEMS
What is my MU ID (username)?Your logon username when you access your Vista course is your MU ID (901-XXX-XXX). If you don't know your MU ID, you can find it at the MU ID Lookup page.
back to Username and
Password Problems What is my PIN (password)?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.
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Password Problems
How do I change my PIN (password)?
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Password Problems
Problems with MU ID (username) or PIN (password) work (incorrect username/password error)Please double-check this list and re-try your log in.
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Password Problems Vista works on one computer but not anotherIf 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
back to Computer and
Browser Problems
You can't log in to Vista from workIf 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
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 Marshall University Computing Services Help Desk for assistance in determining if you are being blocked by a firewall.
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Browser Problems
After you log in to Vista, you get bumped back to the Log On pageThis 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 version 8 or 9. If you are using either of these versions, then try an alternate method to connect. Here's how:
If you are not using AOL and experience this problem, then check the following:
back to Computer and
Browser Problems
When you click on a course title in My WebCT, your browser shuts downFirst, 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).
back to Computer and
Browser Problems
You get sent to some other web site when you log in to VistaIf, 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.
back to Computer and
Browser Problems
Your browser closes unexpectedlyYou 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.
back to Computer and
Browser Problems
You are not authorized to view this pageIn 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.
back to Error Messages
WebCT session already runningIn 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).
back to Error Messages
Problems with MU ID (username) or PIN (password) work (incorrect username/password error)Please double-check this list and re-try your log in.
back to Error Messages Unexpected system exception errorPlease write down what you were doing when you encounter this error message and provide that information to the Marshall University Computing Services 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.
back to Error Messages Session timed outThe 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.
back to Error Messages There was an error opening this document (PDF document)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.
back to Error Messages Your course isn't listed on your My WebCT pageCourses 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 Marshall University Computing Services Help Desk to determine the cause of this problem.
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to Course or Tool Problems Your dropped courses are still listed on your My WebCT pageDropped 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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to Course or Tool Problems You can't open a Chat sessionChat 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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to Course or Tool Problems You can't attach a file to your assignmentThe 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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to Course or Tool Problems You can't start your quizFirst, 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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to Course or Tool Problems Links don't work or course pages don't loadIf 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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to Course or Tool Problems You can't see My GradesYour 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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to Course or Tool Problems You have a problem with access codesSometimes after you login you are prompted for an Access/Confirmation Code. This means that your instructor purchased an E-Pack, which is a supplemental teaching pack for your VISTA course that is provided by the publisher of your textbook. The code should be included within your textbook. If you are having problems with an access code, click here.
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to Course or Tool Problems Privacy IssuesYour grades, whether they are recorded for assignments, quizzes, graded discussions, etc. are only visible to the course instructor, teaching assistant (if applicable), and technical support staff. They are not visible to other students. Our support staff respect your privacy. While online courses are secure in that only those enrolled or associated with the course are given access, we recommend that you exercise good judgment when posting or emailing confidential information, just as you would if sharing confidential information in a face-to-face classroom setting or via a personal email account. |
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