Ways to Get Help

Basic Troubleshooting

Often, simple problems such as display issues or buttons that don’t work can be addressed with the following steps:

Refresh the page to make sure it loaded completely and correctly
Close and restart your browser
Try using a different web browser: if you were using Safari, try Chrome or Firefox

Trying these quick steps first can save you time before sending in a help request.

Report a Problem from within Canvas

At the bottom of the left sidebar, click Help, and choose an option. From here you can quickly contact your instructor, search the Canvas online documentation (guides) for step-by-step instructions, or report a problem.

If you have a technical problem:

Select Report a problem, and complete the form.
In the subject line, enter a short phrase to help identify your request.
In the description field, describe the problem you encountered.
Tip: Include useful details such as the page you were on, the link you clicked, and the expected and actual results of your actions. Your description could also be a series of steps someone else could follow to replicate the problem.
Select an option under “How is this affecting you?”
Click Submit ticket. Your report will be forwarded to a specialist in Learning Technologies.

Contact Technical Support

For technical issues with Canvas, Panopto, Poll Everywhere, or Zoom, send an email to help@uw.edu or call 206-221-5000 and select option 3 to leave a voicemail.

Technologies Used in This Course

[Use this space to provide information about other tools or technologies you use in your course. Let students know how to access them and where to go for help. We've provided two examples below, delete or edit them as needed.]

Example:

ALEKS

In this course, we will be using ALEKS, a researched-based, adaptive learning program. In ALEKS, you will work toward completing learning objectives, rather than traditional homework assignments. Consult the Module about ALEKS for detailed instructions on how to register and to review a getting started video.

If you need help with ALEKS, contact the ALEKS technical support team directly. The ALEKS support staff are fast, efficient, clever, and are your best option should you encounter technical issues. To contact ALEKS support, fill out the webform at https://www.aleks.com/support/form/ or call 800-258-2374.

Example:

MATLAB

In this course, we will be using MATLAB as the primary environment for numerical computation. UW provides MATLAB licenses for all students at no charge. No previous coding experience is required. An overview of MATLAB's syntax, code structure and algorithms will be provided. If technical assistance for MATLAB is needed, please visit MathWorks Support for help.

UW Supported Teaching Technologies

Canvas

View browser requirements for Canvas

Canvas has guides to help students with all aspects of Canvas. If you're new to Canvas or just need a refresher on some topics, review the guides below:

Visit the UW Resources link in the course navigation (if it's available) for help with Canvas and campus resources to assist with learning.

Ally Tool for Accessibility (included in Canvas)

If you are in need of an accessible version of any document in a Canvas course, or are interested in alternative formats for any documents in the course, please make use of the Ally tool available in Canvas. Look for this icon next to any linked files:

When you click the icon, a popup menu will appear, where you can Preview the document, Download it, or choose Alternative formats:

File options menu, with Alternative formats selected

Clicking Alternative formats brings up the Ally popup menu, which provides you with options to download a tagged PDF, HTML, ePub, Electronic braille, or Audio version of the original file:

Ally alternative formats menu

Panopto

Some course video content may be delivered via the video platform Panopto. Check out Panopto’s viewing requirements to make sure you are able to watch any recordings in your course.

Zoom

To join a Zoom meeting you may need to sign in with your UW NetID.

Poll Everywhere

Poll Everywhere, a classroom response system (aka “clickers”), may be used in your course. If you have been registered for Poll Everywhere by an instructor, read more about setting up your account and logging in. To respond to Poll Everywhere activities you will need to ensure that your default email address in Canvas is set to your UW email address.

UW Google

Google's G Suite is available to all current students, staff, and faculty. In order to use it in Canvas make sure that you have activated UW Google and are signed in with your UW account.

UW Technology Resources for Students

STLP (Student Technology Loan Program): borrow laptops, tablets, and audio/video equipment