Your Tech Questions, Answered

January 27, 2016
James Baird

 

In online education, there is always a risk of technical difficulties. Here at UW-Platteville Online, we have a well-trained tech desk that is ready to help. IT Manager James Baird and his team sat down to answer some of your most common technical questions.

I need to reset my password, or I can’t log in. Help!
“Most log-in issues tend to be related to passwords,” Baird said. “For your security, we cannot reset passwords through email, so students should please call 1.877.854.3083 or 608.342.1303. That is the quickest way to resolve the issue.”

What browser should I be using?
People may have their personal preferences, but there are certain browsers that work better with certain operating systems. In general, the DLC Help Desk recommends using Firefox or Chrome. You can find more detailed browser information at https://kb.uwplatt.edu/page.php?id=30207.

I have the right browser, but I’m still having trouble.
Baird said that even when using a recommended browser, errors can still occur. It could be an issue with cookies, pop-up blockers, or even specific programs. For example, payments made via PASS using our 3rd party vendor for credit cards or e-check must be made with Firefox or Internet Explorer. No matter the issues you are experiencing or questions you may have, students are always encouraged to call the Help Desk and talk to someone directly. However, there was one common request that Baird and his team wanted to address.

“One question we see a lot in the classes is videos not displaying. When Firefox and Chrome load a secure page which has embedded non-secure content, such as YouTube videos or links to other public web content, the non-secure content is prevented from displaying,” Baird said. When they see this issue, students should take the following steps:

  1. Click the alert shield icon in the address bar. This may be in the left- or right-hand corner, depending on your browser.
  2. Select “Disable Protection on This Page” or “Load unsafe script”.
  3. The site will reload; if within Desire2Learn, users will be returned to the course homepage.
  4. Upon returning to the page or link in question, the content will now be visible.

I think I received a phishing attempt, what do I do?
Phishing is an email-based scam in which a message appearing to be from a legitimate source requests personal information. The information collected is then used for various fraudulent purposes including identity theft. If you receive an email asking for your username and password, or other personal information, delete the message. UW-Platteville, your bank, your credit card company, etc. will never ask you for your username, password, or other personally identifiable information via email. Do not respond to such messages. 

“If you feel you responded to a phishing scam, change the password of any compromised account immediately. Then, contact customer support. In the case of your UW-Platteville account, use the Password Self Service to change your password, and then contact the ITS Help Desk,” Baird said.

What should I do if I have other questions?
You can check our Help Desk Website for more information, email us at DistEdSupport@uwplatt.edu or call 1.877.854.3083 or 608.342.1303 for assistance. The Help Desk is staffed:

  • Monday through Thursday 6:00 a.m. to 9:30 p.m.
  • Friday 6:00 a.m. to 5:00 p.m.
  • Saturday 11:00 a.m. to 4:00 p.m.
  • Sunday 1:00 p.m. to 9:30 p.m.

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