Technical Support

Troubleshooting

The following troubleshooting steps can be followed by an instructor/facilitator or student experiencing problems accessing the course.

Before doing anything else:

    1. Open http://www.google.com and verify that the page opens.
    2. Then, try to open the online course in a different browser. To do this, open one of the following browsers and then go to http://my.asu.edu and click the course link in the My Classes area.
      • Windows: Internet Explorer, Firefox, Chrome
      • Mac: Safari, Firefox, Chrome
    3. Clear the browser cache. To do this, do a Google Search for "clear cache + [browser name]" and follow the instructions on one of the pages.
    4. Try logging on using the direct URL instead of going through myASU: http://myasucourses.asu.edu
    5. Check Blackboard and ASU system outages: http://syshealth.asu.edu/


Who do I contact for help?

If you need technical assistance with ASU services (such as email, logging on, Blackboard), please contact the ASU Help Desk. The contact information for the help desk is located on myASU on the "Service" tab (look for the "Submit a Request" button to submit a help request. Information can also be found in the Blackboard course shell under "Course Home > Technical Support."

If you have a question about the course materials or something does not appear to be working correctly, please email your academic associate with your question. He or she will look into the problem and get back to you as soon as possible.


What now? I cannot log on to the course.

Check the following:

    • Is the course listed in My Classes in myASU? If not, you are likely not registered.
    • Is the course name hyperlinked? If not, the course may not be open yet or you may not be properly added to the Blackboard.
    • When you click on the hyperlink, do you see any error message? Take a screenshot of this message and send it to your advisor or program coordinator.

If you are unable to resolve the issue, contact your advisor or program coordinator.


Technical questions about Blackboard or other ASU technology

For help with how to participate in a discussion board, problems submitting a test, how to submit an assignment, etc., ASU email, or logging on to an ASU system such as myASU:

    • Look on myASU under the "Service" tab for tutorials and information on how to submit a help support ticket if required.
    • Contact the ASU Help Desk. They are available 24/7 via phone or email.
    • Website (also online chat): ASU Help Center
    • You can also usually post a question to the Student Community or Virtual Office discussion board that is available in almost all courses in the program. Usually a classmate can respond and help out.