Troubleshooting

You cannot log in to myU ( www.myu.umn.edu ) portal

You get an error: "Incorrect Internet ID and/or password."

Call the Technology Helpline at 1-HELP (612-301-4357) and choose the password option. The consultant can help you verify your ID and set a password. Have your U card ready when you call. If you do not have a U card, the Helpline will ask for your social security number.

You see no courses or incorrect courses listed in your myU portal > my Toolkit > Projects To Do lists.

Contact your privacy coordinator. You might not be set up for training yet. If you do not know who your privacy coordinator is, contact your supervisor or click here .

You have comments about the actual content or information in the courses.

Write e-mail with your concerns to privacy@umn.edu

Privacy coordinators: questions about groups of students or process

Write e-mail to John Jensen at jense100@umn.edu

You have problems with a post-test or any pages in the course will not load

Double-check your browser and browser settings using the web site: http://webct.umn.edu/browser/index.shtml

Install the Flash 6 plugin as follows:

1. Go to http://www.macromedia.com/downloads

2. Click Macromedia Flash Player.

3. Click the Install now button

4. Restart the computer when prompted

The installer runs right off the web, and the current player out there is the Flash 6 player.

If you cannot install Flash

Contact your technical support person or privacy coordinator.

If you cannot print any page of the course, or more specifically, cannot print the page that says "You have completed the course"

Make sure that you click in the words you want to print. Then choose File, Print or File, Print Frame. Also check that your browser is not set to print all frames of a page separately.

Your machine crashes when going through the pages of content.

Make sure you are using a supported browser and double-check your browser settings using the web site: http://webct.umn.edu/browser/index.shtml

Install the Flash 6 plugin as follows:

1. Go to http://www.macromedia.com/downloads

2. Click Macromedia Flash Player.

3. Click the Install now button

4. Restart the computer when prompted

If both of the above are in place, it is most likely a problem with your computer. Contact 1-HELP (612-301-4357) or contact your local technical support person. The HIPAA training sites have worked fine on all computers tested, and are basically just web pages with Flash content, so the courses are not really memory intensive.

You get an "IP mismatch" error or other odd errors.

Usually location or firewall-related. Check the KB article at:  http://www.adcs.umn.edu/kb/public/Detail.cfm?ArticleID=954 or call 1-HELP (612-301-4357)

Still having weird problems after lots of troubleshooting

1. Are you connecting through AOL or hotmail? That can cause problems. If so, connect as usual, then close the AOL or Hotmail browser and use a full version of a supported browser. You can install a supported browser from the Internet Kit or from

http://webct.umn.edu/browser/index.shtm

2. For more ideas, depending on where you are having problems search the knowledge base on keyword portal or keyword webct for more ideas.