Summary
Technical issues are frustrating and the staff in OIT's Support Center and the Instructional Design and Technology (IDT) are committed to helping you resolve your problem as quickly as possible. The more information that you can provide when you report the issue, the faster we will be able to resolve your problem. By providing our staff with the information described in this article, you can help avoid unnecessary delays in getting your problems resolved. Please note that no one in the Support Center or on the OIT Instructional Design and Technology (IDT) team can reset, clear, or otherwise alter an assignment submission or test/quiz attempt without written (email) permission of the course instructor.
Content
When reporting a technical issue to the Support Center, please include:
- Your name and student ID number.
- Your UHCL email address.
- The rubric, course number, section number, and instructor of the course in which you experienced the issue. For example, please state that the problem "occurred in INST 3313.04, taught by Mrs. Opalenik," rather than the problem "occurred in my Canvas class."
- The location within the Canvas course at which you experienced the problem. For example, please state that "I was trying to submit an assignment called Midterm Essay, which is located in the Assignments area of the course," rather than, "I couldn't submit my assignment."
- The date and time at which the problem occurred.
- One or more screen captures of any error messages that you received or that demonstrate the issue that you are reporting, if possible.
- As much information as possible about the device that you were using at the time the problem occurred. Critical information needed to troubleshoot your problem includes:
- Device Type (e.g., desktop, laptop, tablet, smart phone, etc.)
- Location (e.g., at UHCL, at home, at work, at Starbucks)
- Internet Connection (wireless or wired; dial-up, cable, DSL)
- Operating System and Version (e.g., MacOS 10.10, Windows 8.1)
Web Browser and Version (e.g., Firefox 45.0.2,Chrome Version 49.0.2623.112 m)
Resources
Need Additional Help?
On behalf of OIT’s Instructional Design and Technology (IDT) team, we hope this article was useful. If you encounter any difficulties or have questions related to this procedure, please contact our colleagues in OIT’s Support Center to have a help ticket created and assigned to the IDT team. You may contact the Support Center via email (supportcenter@uhcl.edu) or by telephone (281.283.2828).
Once we receive your inquiry, a member of the IDT team will contact you as quickly as resources permit.