Technology Troubleshooting

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


Check and Adjust Browser Settings
Use the search option on the browser’s support site (ChromeFirefox | Safari | Edge) to find detailed directions for the following:

  • Allow pop-ups
  • Enable Cookies
  • Enable Java and JavaScript
  • 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

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.

 All computers

  • 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

 

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.