Greenville Technical College


s e a r c h

Greenville Tech is college that helps you find a career no matter where you are in life.

HELPDESK

The HelpDesk Staff of Greenville Tech Online College focuses on creating an exceptional and positive student experience. It is the goal of the HelpDesk staff to make the student experience at Greenville Tech a successful one by addressing technical problems in a timely, professional and effective manner. No problem or concern is too small.

If you are having problems registering for a class see this page for tips on how to resolve problems.

If your questions are not answered below, please contact our HelpDesk: http://www.college-online.com/apps/support/WEBCTSupport.aspx . The HelpDesk staff is available week days until 10pm and 9am-5pm Saturday and Sunday .

First check out the Known Issues Page to see if you're experiencing one of those problems and to see the suggestions on how to work around those issues.

Students do not have access to Online Courses until one week prior to the beginning of the semester.

Log in or Password Problems

· What is my WebCT username?

· What is my WebCT password?

· Why doesn't my username or password work?

Adding or Opening Attachments Problems

· I can't attach a file to my assignment

· I can't view or open a PDF or DOC file

· Attachment Size Limits

Browser/Computer Setup Problems

· WebCT works on one computer but not another

· I can't log in to WebCT from work

· After I log in to WebCT, I get redirected back to the Login page

· When I click on a course title in My WebCT, my browser shuts down

· Why do I get sent to Ask Jeeves (or some other web site) when I log in to WebCT?

· Why does my browser close unexpectedly?

· You are not authorized to view this page

· WebCT session already running

Course Tools Problems

. I can't open Discussion or Email

· I can't start my quiz

· Links don't work or content pages don't load

· I can't see My Grades

Error Messages

· Session timed out

· There was an error opening this document (PDF document)

General Questions

· My course isn't listed on My WebCT page

· My dropped courses are still listed on My WebCT page

· Is my privacy protected in WebCT?

If your questions are not included above, please contact our HelpDesk: https://www.college-online.com/apps/support/WEBCTSupport.htm for a timely email response.

Log-in/Password Problems

What is my WebCT username?

If you are enrolled in a WebCT course, a unique WebCT username will be created for you. This is your logon identification when you access your WebCT course.

Your User Name is the first two letters of your first name + your whole last name + your numerical birth month and birth date.

I.E. John Smith born June 8th would = josmith0608)

What is my WebCT password?

Your WebCT password is your last name + the last four digits of your social security number.

Why doesn't my username or password work?

The problem may be one of several things. Please double-check this list and re-try your log in.

· Usernames and passwords are case sensitive. All WebCT 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 password is the first two letters of your first name + your whole last name + your numerical birth month and birth date. Make sure you are typing all 4 digits in the format mmdd . 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 WebCT username and not another login name, e.g., for email or Campus Cruiser access. (Your WebCT username is NOT your student ID.)

· Your course or your WebCT account may not have been created yet. If you are attempting to login more than a week before before the first class day, then it is mostly likely that your account is not yet active and thus not recognized by WebCT. Also, if you registered today, then it may take 24 hours before your account is activated.

· Make sure you have followed the recommended steps in preparing your computer and browser. Use "Click Here to Check Your Browser Settings' link on the log-in page._

Problems Adding or Opening Attachments

I can't attach a file to my assignment

The process to attach a file from your computer to an assignment requires that a supported version of Java be installed on your computer. Please download the latest version of Sun java (Click Java - Get It Now.).

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.

Note: Attachment size for an assignment is 5mb.

I can't view or open a PDF or DOC file

Windows XP users that have upgraded to SP 2 (service pack 2) may experience problems opening PDF or other non-html documents in their browser. The SP2 release of XP added numerous security measures to the Internet Explorer browser, one of which is a feature to prohibit the automatic downloading of files. For example, when you click on a PDF file or a Word document, IE will display an "information bar" near the top of the page, just below the address field.

This information bar tells you that IE blocked this site from downloading files to your computer. Click on this information bar and it will give you an option to download the file. You may do this for files that you want to download. Note that when you select the option to download, the browser will take you out of your course back to your My WebCT page. Click back into your course and go to the file you need to view and click on it. You should now get a dialog to open/save this file.

Alternately, you can disable this information bar, so that you will automatically get the Open/Save option when you click on a file to download. Go to Tools >> Internet Options >> Security tab >> Custom Level. In the Downloads section of the list, click Enable for "Automatic prompting for file downloads" and in the Active X controls and plug-ins section of the list, click Enable for "Automatic prompting for ActiveX controls".

Attachment Size Limits

Attachment Size LimitsMail - 1MB

Assignment tool - 5MB

Browser / Computer Setup Problems

WebCT works on one computer but not another

If you can log in to WebCT 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, then go through the Computer Setup section and double-check for:

1) a compatible browser

2) correct browser settings

3) a supported version of Java (Click Java - Get It Now. )installed

4) personal firewalls and pop-up blockers

5) any spyware

I can't log in to WebCT from work

If you can log in to WebCT 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 Setup section and double-check for 1) a compatible browser, 2) correct browser settings, 3) a current version of Java installed, and 4) any spyware.

Many companies operate behind a firewall to protect the networked computers from viruses or other types of attacks. Contact your employers network administrator to determine the scope of the firewall and if changes can be made to make WebCT accessible via your office computer.. Your office network may also have other mechanisms in place to block domains or web addresses.

After I log in to WebCT, I get redirected back to the Login page

This is a problem seen frequently with AOL users. If you are using AOL, first, make sure you are using a compatible version. You should use AOL version 8 or 9. Then, for best results in accessing WebCT, you should use an alternate browser after you connect using AOL.

Use AOL to connect to the internet

Open a private chat session within AOL, which allows the AOL client to remain open without asking if you wish to disconnect while minimized

Minimize your AOL browser

Open an alternate supported browser, Download Netscape 7.x.

Log into WebCT and access your course using the alternate browser

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 WebCT server to the allowed web sites. Click the Edit button in the Web sites section on the Privacy tab. Then add www.college-online.com 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 - set the WebCT server as a trusted site ( www.college-online.com ).

When I click on a course title in My WebCT, my browser shuts down

First, make sure that you are using a supported browser and have followed the recommended settings in the Technical Requirements section ( https://www.college-online.com/technical.htm ) . Make sure that you have changed the setting in your pop-up blocker to always allow pop-ups for www.college-online.com (including any browser toolbars, such as Yahoo!, MSN, or Google toolbars).

Why do I get sent to Ask Jeeves (or some other web site) when I log in to WebCT?

I f, when you log in to WebCT, you are being automatically redirected to another web site, then your browser is being "hijacked" by spyware. These programs are commonly installed automatically by other programs, such as file-sharing programs. It is recommended that you uninstall or temporarily disable these programs while accessing WebCT. Please check our Spyware section ( http://www.college-online.com/apps/Support/Spyware.htm ) for suggestions on this type of software.

Why does my browser close unexpectedly?

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 WebCT server to the allowed web sites. Click the Edit button in the Web sites section on the Privacy tab. Then add www.college-online.com and click Allow. Then click OK.

You are not authorized to view this page

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.

WebCT session already running

Also, while in WebCT, 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. WebCT tracks multiple sessions by the same user, so if you would like to have a second browser open with WebCT, you must launch a new instance of Internet Explorer and then login (either launch from your desktop, taskbar, or start/programs menu). It may be less confusing to launch a second WebCT session using another supported browser, like Netscape

Problems with Course Tools

I can't open Discussion or Email

1. Check your computer! You must have Java (Click Java - Get It Now.). installed for chat, discussion or email to work. Check the documentation for your personal firewall for instructions on how to do this, or check with your network administrator.

2. Be patient! The applet takes a while to load (could be as long as a minute or more, depending on your computer and internet connection speed). It may look like nothing is happening, but Java is loading in the background.

3. Click once! Do not double-click the icons. Click only ONCE on the icon to start. Double-clicking or clicking several times may cause your browser to freeze or your computer to lock up. This is true for clicking any link or URL online--you only need to click a link once.

I can't start my quiz

First, make sure that you have disabled any pop-up blockers for your browser, including those included in the popular search toolbars.

Second, quizzes are typically set up with specific date and time parameters by your instructor. If you are not able to either 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.

Links don't work or content pages don't load

If you get a "Page not Found" message, first try go back to course homepage and try again 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 dial-up. If the page or link cannot be found, please contact your instructor. They can verify the address of the link or content file.

I can't see My Grades

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 and look for your grade in the Grade column.

Error Messages

Session timed out

The idle session time limit in WebCT is set to 180 minutes. If you are logged in to your WebCT course and do not perform any actions in the course (click links, access tools, click send, save, etc.) for 180 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 180 minutes expired, you will not be able to post that message and you will need to log back in to WebCT 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 WebCT's 180 minutes. You may be timed out of your ISP before being timed out of WebCT, so be sure to check the idle time limitations with your ISP.

There was an error opening my document (PDF document)

I f 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.

General Questions

My course isn't listed on My WebCT page

Courses won't be listed until one week before the first day of the semester. Late registrations can delay access to your course for up to 24 hours after registration, during which time you would not see that course listed on your My WebCT page.

The course may also not be listed pending changes in the semester schedule or at the request of the instructor. If it is the first day of the semester and you have not registered late, please contact our Help Desk ( http://www.college-online.com/apps/support/WEBCTSupport.htm )to determine the cause of this problem.

My dropped courses are still listed on My WebCT page

Dropped courses may remain on your My WebCT page until the end of the semester, but they will not be counted as a credit. Students may be denied access to the course, but will not be deleted from the system.

Is my privacy protected in WebCT?

Your grades, whether they are recorded for assignments, quizzes, graded discussions, etc. are only visible to the course instructor, teaching assistant (if applicable), and online support technicians. They are not visible to other students. WebCT support staff are respectful of your privacy. Your grades, discussion postings, and other information are not discussed openly with others.

While online courses are secure in that only those enrolled or associated with the course are given access, it is recommended 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.

	Home
	Technical Support
	Course Schedules
	Important Dates
	Online Orientation
	Online College Blog
	Online Evaluations
	Testing Center
	Student Testimonials
	Copyright Resources