Technical Help
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Password/Login
Q: Why do I receive an error message such as "Authorization failed. Retry?" or "Authorization Required" or "Unable to Authenticate User" or "Access Denied" instead of being allowed to access my online course?
A: There are a number of possible reasons:
- Only enrolled students are provided with password information for
password-protected courses. If you have submitted a request to register,
it is possible your registration has not yet been fully processed.
- You may have entered the password incorrectly:
- Login is case-sensitive; check to make sure that the "Caps Lock" on your keyboard is not on.
- The username/Hawk ID and password must be entered precisely, with no additional spaces, punctuation, or characters of any other kind.
- Are you behind a firewall? If you are viewing our pages from a computer connection at work, your work setting may limit the Web sites you can access. If you have a personal firewall. you can usually disable it momentarily, for instance, while you are submitting an online form.
- What level have you indicated for security settings on your browser?
You may have set your browser to restrict running java scripts or to
restrict pop-ups. This may interfere with your ability to login to your
course and fully use the course Web site.
- If you have tried all of the above and it still does not work; contact the its-helpdesk@uiowa.edu if you
suspect your Hawk ID password needs to be re-set.
- If your browser is configured to store password information, it may be
associating the wrong password with this site. Try clearing your cache for
your browser and trying again (e.g., with Internet Explorer go to Tools/Internet Options/Temporary Internet Files/ and select "Delete
Files." If your browser is not configured to delete temporary files on a
regular basis, they may take a few minutes.
- You are recommended to use Internet Explorer as your browser
for optimal conditions, Download the current version at http://continuetolearn.uiowa.edu/ccp/connect/ .
- If your difficulties accessing online course materials are ICON related, follow the link to ICON Support for Students: http://icon.uiowa.edu/support/onlinehelp/students/.
Images
- Why aren't the images on the page working?
- Why do the graphics look poor and/or indistinct in my AOL browser?
- Why do the graphics look poor and/or indistinct on WebTV?
Q: I understand there are supposed to be images on the page I am viewing, but they do not show up in my browser. Why aren't they working?
A: Check your browser and security settings, perhaps you have images disabled: For example, with Internet Explorer, select the "Tools" pulldown menu and go to "Internet Options" and the "Advanced" tab to check your browser settings and the "Security" tab to check your security settings.
Q: I am using AOL. The graphics appear to look poor and/or indistinct on the GIS Web pages. What's the problem?
A: If you haven't already, try upgrading to the current version of AOL. If the problem persists, AOL has a default setting for compressing graphics (presumably to speed up download time). Regardless of the preference settings on your browser (e.g., Netscape or Internet Explorer) and the display properties settings on the control panel of your computer, this default setting will override everything. The setting can be changed by going to
- settings,
- preferences,
- Internet Properties (WWW).
- Then selecting the Web graphics tab, and
- select "Never compress graphics."
Q: I am using WebTV and the graphics look poor/and or indistinct on the GIS Web pages, what's the problem?
A: Unfortunately, there is nothing we can do at this time to improve the quality of graphics for viewers using WebTV.
- Since I am registered for credit courses through the University of Iowa, am I entitled to a UI e-mail account and, if so, how do I get it?
- Why am I not receiving important e-mails related to my course?
- Why doesn't the e-mail attachment I sent work?
- Why didn't I receive an e-mail confirmation of my submitted assignment?
Q: Since I am registered for credit courses through the University of Iowa, am I entitled to a UI e-mail account and, if so, how do I get it?
A: Yes, you are entitled to a UI e-mail account and in most cases, you are required to register an e-mail address with the University, just as you provide a mailing address and phone number. Your UI e-mail address can route your e-mail to a pre-existing e-mail account (such as hotmail, yahoo) or you can request to have a full UI e-mail account to which your e-mail is routed. See UI E-Mail Accounts for Distance Education Students for more information and/or to request an account..
Q: I was told that I should have received an important e-mail related to the course I am enrolled in at The UI, but did not receive it. What is the problem?
Q: When I sent my assignment as an attached file by e-mail, I received a reply that my instructor could not open or read the attached file. How can I resolve this problem?A: Please verify the following to make sure your e-mail address is in good standing:
- Keep your routing address current! Update in ISIS (go to My UIowa) if you have a non-UI routing address.
- Make sure you are under quota: If you use up your e-mail storage space you will not be able to receive new e-mails until you create some space by deleting some e-mails.
- Make sure you understand how your spam and junk mail filters work. You may find the e-mails you are looking for in your Junk Mail folder. Whenever possible, adjust your settings to accept e-mails which end in uiowa.edu. See Tips for Managing Junk Mail Filters.
- If you are routing e-mail sent to your UI alias so that you receive and read it at a work e-mail address, there may be security or firewall settings that are blocking your e-mail. You are encouraged to open a UI e-mail account and read your e-mail there instead.
- More information on e-mail at The University of Iowa: http://cs.its.uiowa.edu/email/
E-mail is an official method of communication at The University of Iowa. It is your responsibility to practice good e-mail management habits to make sure you receive your e-mails.
A: Possible solutions:
- If you are creating your documents on a Macintosh computer, it would help if you included such a note in the body of your e-mail.
- Our office only accepts e-mail attachments that are sent as Microsoft Word files and/or Adobe Acrobat (PDF) files (or you may save your document and send it as a plain text file). If you do not own this software, enrolled students are eligible for purchasing Microsoft software under The University of Iowa site license at substantial savings: see the Campus Software Program Web site for more information. As an alternative to purchasing the full Adobe Acrobat program, the Adobe Web site provides five free trial opportunities to convert documents created in other select computer programs to PDF files, as well as an opportunity to subscribe to their online document conversion program.
- Are you behind a firewall that is preventing you from sending attached files?
- Anti-virus software prevents us from receiving suspicious looking files by attachment. The best way to avoid having your attached files screened, is to use short file names that consist only of letters and numbers (e.g., include part or all of your last name and the written assignment number: doe_wa1.doc).
- If all of the above fail, and your course doesn't require e-mail assignments are sent by attached file, use the Web forms for submitting assignments on the course Web site.
Q: I submitted my assignment by e-mail; why didn't I receive an e-mail confirmation?
A: Assignments submitted by e-mail to Credit Programs at credit-programs-lessons@uiowa.edu receive an automated response as confirmation; however, only one response is sent per day...so if you sent multiple e-mails, only the first will receive a response. Most instructors do not send responses that they have received e-mails.
Web Forms
Important: If you have a personal firewall on your computer, you may need to temporarily disable it for the few moments you need to SUBMIT the form.
Q: The Web forms (e.g., for examination request,) are not functioning properly. What is the problem?
A: We recommend you use Microsoft Internet Explorer 6 (or higher) Firefox 3 or Netscape 4.05 (or higher) as your browser; some of the earlier versions and other browsers do not support forms.
Plug-ins
A: A plug-in is an enhancement application that enables multimedia (audio, video) effects on your browser. Your browser may come equipped with some plug-ins, or you may have to download them from the Internet.
Q: Which features on your sites require plug-ins?
A: You may need QuickTime from Apple to see video and listen to sound clips, and Adobe Reader from Adobe to view and print PDF files, other courses require Windows Media Player, or RealPlayer. Visit our Internet Connection Test Page to try demos, verify your system requirements, and/or download current versions of the free software: http://continuetolearn.uiowa.edu/ccp/connect/ .
Audio and Video
- What is streaming audio/video?
- When I am playing the audio/video, my player stops a short way into the file and when I press play, it returns to the beginning. How can I listen to/view the entire audio/video?
- How can I see QuickTime videos?
- How can I listen to sound clips?
- Why are my courses PowerPoint slides blank?
- Why are the slideshows playing double and/or jerky
Q: What is streaming audio/video?
A: Streaming audio/video allows you to see and hear multimedia in real time -- as it arrives at your computer -- without having to wait for an entire audio or video file to download first. Video and Audio on our Web site is available as streaming or progressive download.
Q: When I am playing the audio/video, my player stops a short way into the file and when I press play, it returns to the beginning. How can I listen to/view the entire audio/video?
A: It is possible your player is caught up with the amount of the file that has already been downloaded, and must wait for more of the file to be downloaded before it plays more. If you do not have a broadband connection, this can take some time. For instance, a 39 minute audio segment may take 40-45 minutes or more to fully download. You may want to allow a significant portion of the file to download before you start playing it so you do not encounter delays while playing the file. The progress bar on your player will indicate how much of the file has downloaded.
Q: How can I see QuickTime videos?
A: You need QuickTime Player installed on your computer. The latest versions for both Macs and PCs are available free on the Web. You can download the QuickTime plug-in by visiting our our Internet Connection Test Page: http://continuetolearn.uiowa.edu/ccp/connect/
Q: How can I listen to sound clips?
A: If you are a PC user and want to hear sound, you need a sound card in your PC, plus Internet Explorer 2.0 or Netscape 2.0 or higher.
If you are a Mac user, download the QuickTime plug-in by visiting our our Internet Connection Test Page http://continuetolearn.uiowa.edu/ccp/connect/
Q: I am trying to play the slideshows (PowerPoint with audio) for my course, but all that shows up is a blank page.
A: The slideshows will ONLY play in Internet Explorer (5.0 or higher). While connected to the Internet, minimize any other browser you may be using and use instead the I.E. browser.
Q: I am trying to play the video/audio/slideshow for my course, and it is jerky and seems to be playing double.
A: This is typical for a poor Internet connection, if possible try again with a broadband connection, or check the above suggestions for Audio/Video solutions. Most media options also include full text transcripts. If you cannot correct the problem, our office can supply you with a CD-Rom version.
Printing
Q: Why can't I print a page from your site?
A: In order to print a Web page on any site, you have to click your cursor within the page you want to print, then select the "Print" button on your browser toolbar. (And, of course, check to make sure your printer is connected correctly and turned on.) Some pages, due to the large file size, may take some time to load in your printer memory before they can start printing.
Viewing Our Site
- What is the best way to view the Center for Credit Programs (CCP) Web pages?
- Where can I get the latest versions of Microsoft Internet Explorer and Netscape?
- Problems viewing the site with AOL
Q: What is the best way to view the Center for Credit Programs (CCP) Web pages?
A: We recommend you use Microsoft Internet Explorer 6.x (or higher) as your browser for viewing our Web site.
Q: Where can I get the latest versions of Microsoft Internet Explorer and Netscape?
A: Links to downloads of current versions for both browsers are provided on our Internet Connection Test Page http://continuetolearn.uiowa.edu/ccp/connect/
Q: I use AOL, and I'm having trouble viewing your site.
A: If you upgrade to AOL's most recent version of its browser, you shouldn't have any problems; although, we recommend that, after you are online, you minimize your AOL browser and use either Internet Explorer or Firefox.
Contact us
If our Tech Support pages do not provide the assistance you need to resolve your technical problems with our Web pages, please contact us, and we will try to address your problem or refer you to another source for further assistance. If you provide an e-mail address, we will attempt to provide you with an initial reply within one business day. Please fill out the Technical Assistance Request Form, providing as much detail as possible.
© The University of Iowa | All Rights Reserved
Contact the Division of Continuing Education | Updated
April 21, 2009