Degree Planner Troubleshooting

Error Message in the Degree Planner 

If the student receives an error message, they can follow the basic troubleshooting solutions.​

​BASIC TROUBLESHOOTING SOLUTIONS:

• Switch to a different recommended browser. Recommended browsers are, in the best order: ​

Google Chrome​

Microsoft Edge - updated version​

Mozilla Firefox​

(Note: Internet Explorer and Apple's Safari are not recommended browsers.) 

• Clear all cache and cookies. How to clear the cache and cookies: How to Clear Cache and Cookies.pdf - Google Drive​

• Use an incognito page​

• 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 Canvas courses)​

• Make sure that any internet filters you have on your browsers are turned off for Canvas so assignments can be downloaded​

• Restart the computer​

• Make sure that all websites and links that are being used are up-to-date​

NOTE: If a student is at the degree planning stage within the degree planner, please verify that the student has already planned or tried to plan their degree. ​

IF THE STUDENT RECEIVES AN ERROR MESSAGE AND THE SYSTEM WANTS TO RE-PLAN THEIR DEGREE, HERE ARE THE SOLUTIONS. 

• They need to refresh the browser. After refreshing it, it will be back to normal.​

• If the refreshing browser didn't help, they need to follow the basic troubleshooting.​

• If the basic troubleshooting didn't help, they can re-plan their degree. Follow the video sample on how to plan your degree planner. See the OD - Degree Audit/Planner​

​

Note: If the degree planner plans differently, they can ask general support to make a ticket, so the degree planner can fix the issue.​

AFTER TROUBLESHOOTING, IF THE STUDENT STILL HAS ISSUES, PLEASE DO THE FOLLOWING: 

• For Peer Mentors and Enrollment Counselors: Please use the Peer Mentor Advising Escalation Form​

• For Level 2 Support: Please use the Advising Escalation Form​

REMEMBER!!
THIS TOOL IS NOT BEING USED BY ENSIGN COLLEGE STUDENTS AT THIS TIME.