Authors: Matthew Robinson and DeAnna Soth
Troubleshooting skills are critical for online instructors. Although ASU has 24/7 Help Desk support, being able to troubleshoot common LMS issues will save you and your students time and frustration. When asking for technical support, it’s helpful to be prepared to answer, “what have you tried so far?”
Is the issue impacting one student or many students? If the issue is impacting only one student, it could mean that the issue is specific to the student’s computer, and is not an LMS issue. In these cases, direct students to the Help Desk. In the Canvas LMS, students may click on Help on the Universal Navigation Bar to access Live Chat and other resources.
Always have at least 2 browsers open and available (Chrome and Firefox are preferred for Canvas). When experiencing an issue, see if you can replicate the issue on a second browser (and ask your students to do the same). Whether you can replicate the same error will determine if it’s an LMS issue or a browser issue.
Try searching for information on Google or a site specific to your LMS like the Canvas Guides. Try to find out if others have had the same problem, and what they did to solve it. If using Canvas, a simple keyword search in Google such as “Canvas LMS + your specific issue” will quickly return results in the Canvas Guides.
When experiencing an issue, take a screenshot or video to document what you are experiencing. (Ask students to take screenshots as well.) This will keep a record of the issue even after it gets resolved and can help if you need to escalate your issue to the Help Desk. To take a screenshot on a Mac, Press ⌘ + Shift + 4 or Windows key + PrtScn for Windows computers.
Cookies and Cache
If you escalate your issue to the Help Desk, they may ask you to clear your browser cache and cookies. It may save some time if this is tried before you call. Each time you access a file through your web browser, the browser caches (stores) it so it doesn’t have to keep retrieving the same files or images from the website each time you click Back or Forward. Clearing out the cache periodically will allow your browser to function more efficiently. See How to Clear Temporary Internet Files, Browser History, and Cache
Of course, restarting or rebooting your computer can often clear out any issues you might be experiencing.
Process of Elimination
Use your critical thinking skills and the process of elimination to figure out what the problem might be. Describe your expected outcome, and test different scenarios in your course to match that outcome. Be curious about how your LMS works and spend time exploring the possible outcomes.
Trying each of these tips before escalating your issue to the Help Desk will help the representative isolate and resolve your issue more efficiently, helping you help yourself!
Troubleshooting Checklist (Download the checklist here)
Before reaching out for help
- Is this issue impacting more than one student?
- Were you able to replicate the issue on more than one browser?
- Were you unable to find an answer after searching for information about the issue?
- Do you have a screenshot of the issue?
- Have you cleared your cookies and cache?
- Have you restarted your computer?
If you answered yes to the above questions and your issue is still not resolved, reach out for help. ASU UTO 24/7 Canvas & Tech Support is available at (1-855-278-5080). Be prepared to answer the following before contacting the Help Desk:
- What is your course Section Line Number (5-digit SLN)?
- Are you on a Mac or PC?
- Which browsers have you tried? (Chrome, Firefox, etc)
Special thanks to Geoffrey Gunter and Rachel Lee, Learning Technologists at EdPlus for contributing their excellent ideas