Troubleshooting

Internet Access
If you are unable to connect to the Internet from your home or office, call the technical support number of your Internet Service Provider (ISP).

Canvas Student Guide 

When it comes to web browsers Canvas recommends using the latest versions of Firefox and Google Chrome. Internet Explorer 8 will work but interaction will be noticeably slower.

If you see this image with the “Stop running this script?” message below, this means that Internet Explorer is being used that you should use a different browser recommended above.

Course Compass Troubles
Accessing courses that use Course Compass as its Learning Management System (LMS) requires an access code which you purchase with your textbook. Your instructor will provide instructions on how to use the access code and the software. If you are taking a class that uses myMathLab, myEconLab or myITLab through your textbook publisher, your instructor will provide you with an 800# you may call when having any technical problems with those course tools. Instructors who use these Course Compass tools may also be skilled in assisting you with any problems. Check your syllabus or contact your instructor for troubleshooting information.

Video Troubles
If you are having trouble playing .mov (QuickTime) files, try the following.

1. Make sure you have QuickTime installed; run BHC’s Browser Checkupto find out. If you do not have it installed, you may download QuickTime for free.
2. Try copying and pasting the URL into the QuickTime player.
   1. Right click on the link
   2. Select Copy shortcut
   3. Open QuickTime Player
   4. Click File > Open URL
   5. Paste the URL and click OK
   6. If prompted to Open or Save
      1. Click Save
      2. Save to the location of your choice.
      3. Double click the icon where you saved it.
      4. Still no luck? Contact Andrew Olson olsona@bhc.edu and let him know what you have tried to resolve the problem and the URL of the video you are trying to view.

File Troubles
If you are having trouble opening .docx files, try the following.

• If you have Window’s Office 2007 and you still can’t open the file,:
  • Save the file to your hard drive.
    • If the file has a .zip extension,  change the .zip extension to a .docx extension.
    • Don’t see the extension? Open My Computer > Tools > Folder Options >View tab . Then uncheck “Hide extensions for known file types”
    • If you have Window’s Office 2003, download and install the Office 2007 compatibility program. Open the .docx file with this program.
    • Upload the file to Google Docs, which is available to BHC students through myBH’s E-mail icon.

Problem Unresolved?
If none of the problems above are yours or if none of the solutions have corrected your problem, it is always wise to reboot your computer and try again. If you are in a lab, please try another machine and then contact the lab technician. If you are a student from another college taking a BHC class, you may want to contact your local Help Desk. The BHC Help Desk at 309-796-5555. You may also submit a request for help.