WebCT

If/Then Troubleshooting and Escalation for On-line Courses at CSU San Marcos

A. If a user says that they cannot log on to their class:

1. Verify their identity using their student ID number.
2. Verify that the password validation pop-up window appears when they go to the course.
   1. If it does pop-up, proceed to step A.3.0.
   2. If it does not pop-up, call tech support with C&T; the WebCT server is probably down.
3. Verify that the user is using the proper password and user name when the password validation pop-up window appears.
4. Ask them if they changed their password as directed.
   1. If they have not, give them their default password and remind them to change it ASAP.
   2. If they have, log onto the course as the designer (or refer the student to someone who has the designer password--faculty or C&T) and change the student password back to it's default setting.  Give the user this default password again, and remind them to change it ASAP.

B. If a user says that they cannot get connected to the course:

1. Verify that they can use Netscape to browse other sites at our campus (e.g.: http://www.csusm.edu, etc.)
   1. If they can browse other sites, see A.1.0.
   2. If they cannot browse other sites, they probably don't have a connection to the internet; ad, they need to contact their internet service provider (ISP).
      1. If their ISP is CSUSM, they should first check the web page at http://coyote.csusm.edu/cwis/training/dialup/student.html (for students), or http://coyote.csusm.edu/cwis/training/dialup/faculty_dialup.html (for staff/faculty), or they may call the Dialup Help Desk at (760) 750-4784.

C. If a user is having trouble using one of the WebCT tools:

1. Refer them to the student manual at http://homebrew.cs.ubc.ca:8900/web-ct/help/user_guide.html (short guide), or http://www.webct.com:8900/public/learner/index.html (for a step by step tutorial).
2. If they have already used the on-line manuals/tutorials, and their question has not been answered, refer them to tech support with C&T.

D. If a user has questions about the course itself or is having trouble understanding some course content:

1. Refer them to the course instructor.

E. If a user has administrative questions about the course:

1. Refer them to the appropriate person in Extended Studies.

This page is maintained by webcthelp@mailhost1.csusm.edu and was last updated 05/22/04.