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BYU PATHWAY WORLDWIDE
BYU PATHWAY WORLDWIDE
Introduction
Introduction
As you work with students, you will often come across concerns that cannot be fixed by referring students to one of the departments that we have talked about so far. It's part of life that when working with technology, that technology doesn't work as intended, and we need to have our Technical Support department take a look and see what is wrong. In this lesson, we will go over some common issues that require a tech support agent's help, how to fill out a request to tech support, and how to help the student in the meantime while tech support works on their issues.
Common Issues/Troubleshooting
Common Issues/Troubleshooting
System errors occur when a system is not functioning in the way it was designed and the issue cannot be resolved through basic troubleshooting methods. This includes any system that you may use in connection with BYU-Pathway Worldwide.
Examples of issues may include but are not limited to:
Pages not loading, even with a good internet connection
Pages not advancing to the next page
Certain information or elements not loading on a page
Error messages preventing you from performing an action and do not offer a next step for you
A system not registering an action successfully completed by you
Basic troubleshooting solutions to fix an issue:
Switch to a different recommended browser. Recommended browsers are, in the best order:
Google Chrome
Microsoft Edge - updated version
Mozilla Firefox
Internet Explorer and Apple's Safari are not recommended browsers
Clear all cache and cookies. (See this tutorial: How to Clear Cache and Cookies)
Use an incognito/private window
Make sure that the computer is currently up to date
Remove/disable pop-up blockers
Use a laptop or desktop computer. (Tablets, iPads, and cell phones often don't have the necessary plug-ins or system requirements to properly access certain content)
Make sure that any internet filters you have on your browsers are disabled
Restart the device
Make sure that all websites and links that are being used are up-to-date
If you have followed the basic troubleshooting steps listed above and you are still encountering an error, please refer to this tutorial:
Troubleshooting with the Console.
If the issue persists please fill out this ticket, and someone will be in contact with you soon
How to Fill Out a Ticket
How to Fill Out a Ticket
Step-by-step tutorial on how to navigate to the ticket section:
First, go to your CRM:
In CRM, click the three stacked horizontal lines. It should be on the left side of your CRM.
After clicking the three stacked horizontal buttons, you need to find "Activities" and click it.
On the Activities, find "other activities" (it should be on the top). Under "other activities," find the ticket. Click it, and you can start filling up the "ticket."
Here’s an example of how to fill up and send the ticket to the right department
Watch this video tutorial!
Canvas/Portal Issues
Canvas/Portal Issues
If you can log into Canvas and experience issues that can’t be resolved with basic troubleshooting, you can try using the “Course Help” for Canvas assistance. Course Help will open a menu that includes an option for “I-Learn Help Request.”
For additional information, refer to this tutorial: Course Support in Canvas
Basic troubleshooting solutions to fix an issue:
Accessing Canvas through the direct link: BYU-Pathway Canvas Login
Using a laptop or desktop computer. (Tablets, Chromebooks, and iPads often don't have the necessary plug-ins or system requirements to properly access Canvas courses)
Make sure that any internet filters on your browsers are turned off for Canvas so assignments can be downloaded
Contacting your instructor for the following reasons:
If you are having issues with the textbook (if applicable)
To see if the student has limited student access to certain assignments or has not posted certain assignments yet
Tutorial on how to access Canvas
How to Access Canvas Through the Student Pathway Portal.pdfMicrosoft Issues
Microsoft Issues
Most of the assignments students will complete while enrolled in PathwayConnect will be in Microsoft formats (such as: Word, Excel, and PowerPoint). If the student does not already have access to Microsoft products (Word, Excel, Powerpoint) students can get access by obtaining a free Microsoft 365 account at https://www.outlook.com. In addition, Microsoft offers free Word, Excel, and PowerPoint apps for mobile devices. Students' Microsoft accounts can be associated with these apps.
For specific instructions on the free Microsoft 365 view the following:
How to create a free Microsoft 365 account
How to download Microsoft Office
Microsoft Download Instructions.pdfName Changes
Name Changes
If a student would like to change any of their personal information in Canvas that cannot be edited (such as their email, name, address, etc.), do the following:
1. Have the student contact his/her ward clerk to have the information changed in their Church records (If a student is a nonmember, skip to creating a ticket.)
Do not provide students with this option at first: If a student does not want to contact their ward clerk they may contact the Global Service Department (GSD) by following this link.
2. Once the change has been made and the student contacts us again, have the student provide the following information through email:
The current information on their account and what the information should be instead
ID number
Create a “Technical Support Queue” ticket and select:
“Canvas” as the system impacted
“PathwayConnect” as the student type
“Name Change” as the Canvas section.
If a student would like to change any of their personal information in their Student Portal that cannot be edited (such as their email, name, address, etc.), do the following:
Name Changes:
1. Have the student contact his/her ward clerk to have the information changed in their Church records (If a student is a nonmember, skip to creating a ticket.)
Do not provide students with this option at first: If a student does not want to contact their ward clerk they may contact the Global Service Department (GSD) by following this link.
2. Once the change has been made and the student contacts us again, have the student provide the following information through email:
The current information on their account and what the information should be instead
ID number
Create a “Technical Support Queue” ticket and select:
“Canvas” as the system impacted
“PathwayConnect” as the student type
“Name Change” as the Canvas section.
Other Changes (email, address, etc.):
Mentor/Support Representatives: Create a ticket for the ESPC Team
ESPC: Message ESPC Coordinator
Password/Username Recovery
Password/Username Recovery
The student clicks on "Need help signing in?" and then "I forgot my username or password." They will then follow the steps on the page.
Here is a tutorial where they can learn how to recover their Church Account Username and Password: How to Recover Your Church Account Username and Password
If they continue to have trouble with their username and/or password, they may contact the Global Service Center for further assistance at globalservicecenter@churchofjesuschrist.org. They may also view the list of toll-free numbers by area for the Global Service Center: Global Service Center - Toll-Free Numbers and Call.
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