Estimated Time to Complete
7 minutes

Browser Check, Computer Tips, and Help Options

Welcome to Lesson 1, where you'll learn to:

Check your web browser for Canvas compatibility.
Perform basic tech troubleshooting.
Consider the impact of Internet speed.
Get help from three 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.com to know if a site isn't working for everyone or just you.

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 Canvas Student Guide or Canvas Student Videos, UIW students have three ways to get help:

① UIW Help Desk

② 24/7 Canvas Help

③ Course Instructor

Note: Each help option covers different issues, but they all depend on your accurate 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.

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.

24/7 Canvas Help

Canvas reps can see your Canvas courses and instruct you on how to use any of the features as well as troubleshoot system issues and errors. They redirect you to your instructor for aspects managed by faculty or notify the UIW Canvas admin of any issues. Click the Help ？option in the global navigation menu to call or chat.

❌ 24/7 Canvas Help is unable to make changes to a course for the instructor so you may be redirected to contact your instructor instead. Canvas reps cannot adjust due dates, give additional attempts on quizzes, or clarify any of the course instructions, expectations, or materials. They are also unable to give you access to a Canvas course that is not published by the instructor or adjust the participation dates to let you work in a course before or after the dates set by your instructor.

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 and 24/7 Canvas Help, 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. Follow the expectations communicated by your instructor.