Technology will fail—it happens to everyone! When it happens to you, here is some advice on how to troubleshoot and fix your tech issues.
Image generated by AI with Canvas Magic Media.
First, what exactly seems to be going wrong? Is it a program, your computer, your network? The more you can isolate this, the better you can assess next steps.
Is your hardware (i.e., computer or tablet) not working right? Is it powering off or freezing? Try restarting your device, trying a new adapter or outlet, or trying a new network, such a different Wi-Fi. If you are still having issues after that, you can ask at the IT Help Desk if there's anything to be done.
Note: Occasionally, your computer might just be too old to process some things, or a program might not be able to be run on an older system.
If your hardware is fine, but a program isn't working, what is the program? For Canvas issues, there is a 24/7 support service you can access by clicking "Help" on the side of your Canvas screen.
For other programs, you can sometimes get help with their tech team. Google "[name of program" and "support" or "support ticket" to see if there's an option.
If were I having issues with uploading a video on YuJa, for example, I might search for "yuja support", which leads me to this page where there is a support number and "Let's Chat" bubble.
If you see a specific error message, copy the message and put it in quotation marks, then search for that on Google. The quotes will ensure that that specific error is located on help pages online—and it's possible the solution to fix your problem is there too!
Things that are always worth a try for online-based programs or issues are as follows:
These steps work through determining if it's a network issue (your Internet), your browser (some work better than others, though Chrome works for most), or your cache/cookies. If it's the latter, you may need to clear your cache or delete cookies to make the program work again.
Not sure how to clear your cache or cookies? This guide from the University of Iowa shows how to do this on several different browsers. Select what browser you're using (i.e., Chrome or Firefox) and follow the instructions.
If Canvas isn't working, you'll first want to determine that the core problem is. This will not only help you determine the next steps you should take, but also will help you explain the problem if you need to reach out to Educational Technology, the IT Help Desk, or Canvas tech support.
If Canvas isn't working and you are trying to take a quiz, test, or submit an assignment, let your professor know that you are working on the issue. They want to support you, and doing so requires them to know what's going on (and not just after the fact).
For example, if you can't submit a video upload to a Canvas discussion, e-mail your professor and say, "Dr. So-and-so, I tried to submit my video, but X is happening. Here is a screenshot of the error. I have reached out to Y."
After you e-mail your professor, first check to see if there is something going on with your computer or network.
Is your Internet working? Can you submit the video on another device? What happens if you try another browser? One of those three things may solve the issue! You can also try restarting your computer.
If everything looks fine on your end, then you would reach out to campus support for third-party tools (i.e., not Canvas) or Canvas support for anything else. Canvas support is available by clicking "Help" on the main sidebar menu. You can chat with them or call them. They are available 24/7.
In the meantime, try some of the ideas in the general troubleshooting box, including searching for the error messages online. You may just fix the issue by trying out advice from your search, or even by switching programs if possible.
For tech support beyond Canvas, you can go to the main Educational Technology for Students page and look at the box at the bottom. There you'll find some suggestions for troubleshooting LockDown Browser. You can also check out the Microsoft guide.
