Technology can be frustrating especially when things do not work as expected. The self-help checks below can resolve many issues without having to call support. If these steps don’t solve the issue or you have further questions, then contact Instructional Technology. We are always happy to help!
A strong, reliable internet connect is essential for timed tests, virtual learning, and when recording video.
- Check your Internet bandwidth using an online speed test, such Speedtest or Comparitech
- Move closer to the internet access point or WiFi router
- Switch to a different internet connection or connect to a wired internet port on the router (hardwired connection)
*If you are using the internet on a managed network, then contact that network’s support department to see if network security measures are preventing access. MACC’s networks are managed by Computer Services (HelpDesk@macc.edu). Dual credit high school students should contact their high school’s IT department.
Make sure your browser is compatible with Canvas.
- Update or switch browsers (Chrome or Firefox tend to work most consistantly)
- Clear browser cache on a PC or Mac computer
- Allow pop-ups
- Enable Cookies
- Temporarily disable browser plugins and extensions to see if they are conflicting with the software you are using.
- Check and adjust browser privacy settings as needed
- Use a laptop or desktop computer that meets or exceeds MACC’s Technology Recommendations.
- Read the directions provided in each course. How to access and use of LockDown Browser may be different for different courses.
- Complete the introduction/practice quiz provided in the course Modules section to install, practice, and troubleshoot LockDown Browser.
- Check to make sure the latest version of LockDown Browser is installed and update if needed. If you are using a campus computer, contact MACC’s Help Desk to have Computer Services check/update the software installation.
- Uninstall and reinstall LockDown Browser.
- Review MACC’s Respondus LockDown Browser information, computer requirements, and FAQ’s.
Know the capabilities and limitations of your primary computer. Having a backup plan should your computer or internet connection fail is also important. One backup option is to use a computer provided for student use in the LARC and/or a computer lab on an MACC campus.
- Use a desktop or laptop computer that meets or exceeds MACC’s technology recommendations.
- Disconnect other devices and close programs that are open or running in the background. These could be competing for internet bandwidth or working memory space on your computer.
- Ask yourself, do I have enough storage space to save the file and/or enough working memory to run the program? If not, you may have to free up space for programs to run properly.
Windows Operating System Specific
- Some programs may not work on a Windows computer in S Mode. Follow Microsoft’s directions to switch out of S Mode.
- Check Settings > Privacy > Camera and Microphone permissions. Allow desktop apps access should be turned to be able to use camera and/or microphone with Zoom, LockDown Browser, and Canvas media tools.
macOS Operating System Specific
- Some programs may not work if you are using macOS Ventura. You may have to contact Apple Support to uninstall Ventura.
- Check Permissions in the System Preferences > Security & Privacy Settings menu. Camera (Video) and Audio permissions are often required for Zoom, LockDown Browser, and Canvas media tools.
- Check file format when saving files created or edited in Apple’s Pages or Numbers programs. Before uploading files to Canvas, you’ll need to convert Pages files to PDF or Microsoft Word and convert Numbers spreadsheets to PDF or Microsoft Excel files.
Other Operating Systems
- Does your computer allow you to download and install programs? If not, check to see if there is a “web only” option to run to program or switch to a desktop or laptop computer that meets or exceeds MACC’s technology recommendations.
Managed devices include Chromebooks issued to high school students, desktop computers in MACC computer labs, and any other device administratively managed by someone other than the student. To troubleshoot issues with these devices, contact the support services that manage the device such as your high school IT department or MACC’s Computer Services (Help Desk). They can tell you the limitations of your device, adjust device settings, and may need to contact MACC’s Instructional Technology department to troubleshoot some issues.
Please do not rely ONLY on mobile devices (tablets, iPads, and smartphones). If things don’t work as expected:
- Uninstall and reinstall the mobile App that is causing the issue.
- Update and check your mobile browser settings
Switch to a desktop or laptop computer
- eBook and eResources accounts must be set up and accessed first on a laptop/desktop computer.
- Some options may only be visible in a desktop or laptop browser, such as MACC specific links in the Canvas menu.
- Some programs work better and have more options when installed on a laptop or desktop computer.
Go to MACC’s Technology Recommendations to learn more about the limitations and recommended uses of mobile devices.