Fall 2010 eClass Support Issues

With the return to classes in the fall, everyone is back on campus using eClass with new computers, new browsers, and new versions of software. Here are some common issues users have experienced this September using these new system details and how to get around them.

Problems Uploading Files (all browsers and operating systems)
The file uploading tools in eClass are all based on java applets. Some users have reported that file uploading fails or that they have no access to the ‘My Computer’ icon to browse their local file system.
Solution:
There were a number of new releases of java over this past summer that eClass has been verified to work with. Users should ensure that they have the latest version of java installed on their machine (java is available from www.java.com.) Once this has been verified, users may need to clear their java cache following the instructions in our knowledgebase.

Browser Checker for Safari
The latest version of Safari (5.0.2) throws an error when viewing the eClass browser checker. The pop-up freezes, shows an error message, and instructs users not to close the window.
Solution:
Users can close the browser checker and should have no issues using Safari to access eClass and perform all the necessary functions. As a good practice, it is recommended that users also download and install Firefox to have as an alternative in case they do experience any issues.

Microsoft Windows 7 / Office 2010 File Downloads
The pairing of the newest version of windows with the latest version of Office introduces some new security measures for file access. Users requesting to open MS office files (.doc, .docx, .ppt, .pptx, and .xls, .xslx) are requested to supply their CCID username and password in a pop-up window that often is hidden behind a new browser window.
Solution:
Users can close the login dialog box — re-entering credentials is not required to access the files. They may first need to minimize the main eClass window to access the pop-up. Alternatively, instead of choosing to ‘Open’ a requested file when prompted by the browser, they could choose to ‘Save’ the file to their local machine. Choosing this option avoids opening the login dialog box entirely.

If you are experiencing any other new issues this fall, please check our knowledge base for possible solutions or email us about the issue: elearning_at_ualberta.ca.

CTL E-Learning Support