Estimated Time to Complete
7 minutes

Lesson 1 Objectives

Check your web browser for Canvas compatibility.
Perform basic tech troubleshooting.
Consider the impact of Internet speed.
Get help from two different sources.

Check Your Browser

Canvas needs an updated web browser to work correctly!

Visit the Canvas Browser and Computer Requirements Guide to verify your browser is good to go. You'll get specific feedback just by visiting the link and scrolling down the page.

Basic Tech Troubleshooting

Different Browsers: Browsers behave differently. It's best to install more than one on your computer. If you have any issues, try the action in a different browser. Some browsers, such as Safari, are known to cause more issues than Chrome, Firefox, or Edge.

Connections: Check cable connections, your Internet service signal, and verify the website you're trying to visit is functional - Visit Down for Everyone or Just Me to check if a site isn't working for everyone.

History and Cookies: Delete your browsing history and cookies regularly but especially when you have tech trouble. Cached pages can cause bugs or errors and browsers that have downloaded many cookies may become slower.

Updates: Check to ensure you have the latest updates installed for your operating system and any plug-ins you're trying to use.

Restart: When you run into tech issues, a computer restart stops all your computer's processes, so you get a clean start. Doing so often resolves issues.

Internet Speed and Wired Connection

How fast is your Internet speed? Find out with a speed test. Your speed impacts how long it takes to navigate between pages, download materials, upload assignments, and your ability to play multimedia or video conference. If you aren't home right now, don't forget to test your regular Internet service as well.

Try moving closer to your internet router, closing non-essential applications, and restarting to improve speed, but a wired Ethernet connection is often the most effective option. No doubt WIFI is convenient, but an Ethernet cable for a wired connection is faster and more reliable to improve your experience when video conferencing, taking online tests, or any activity where an interruption or slower service would be a problem. An Ethernet cable plugs into your computer and directly into your router. If your laptop does not have an Ethernet port, an adapter is necessary.

Help Options

Besides self-help options like the UIW Help Desk Solutions, Canvas Student Guide or Canvas Student Videos, UIW students have two ways to get help:

UIW Help Desk
Course Instructor

Note: Each help option covers different issues, but they all depend on your accurate course registration. Not enrolled in the correct Canvas course or see a message saying you don't have any courses? Contact the Office of the Registrar to address your enrollment.

Course Instructor

Your instructor builds the course, sets expectations for participating, and manages all the content materials you use in Canvas. How the instructor builds the course determines how the course appears and functions for you as the student. You have access to your courses based on the instructor publishing the course and setting the start date for participation. Not sure when an assignment is due? Need extra time to finish a quiz or another attempt? Confused about your group project? Not seeing this week's module or the lecture videos? These are all situations to reach out to your instructor.

Unless your instructor lets you know otherwise, they typically don't provide tech support like UIW Help Desk, but you should keep them informed of issues you experience while taking their course. There may be a discussion space in your course that is perfect for sharing your problem and the resolution in the event your classmates experience the same issue. Always follow the expectations communicated by your instructor.

UIW Help Desk

The UIW Help Desk provides tech support, such as clearing history or installing software, and handles UIW access issues, campus Internet, and tech system administration. You can search help articles, call (210) 829-2721, email helpdesk@uiwtx.edu, or submit a ticket for tech support during business hours.

The UIW Help Desk is unable to access Canvas or answer questions about your courses, but they can notify the UIW Canvas admin if there is a system outage, error, or other aspect of Canvas not functioning properly.