FAQs: Courses - Technical

1. How should I save my assignments for my web-based course?

   Your Open Learning Faculty Member can only open accepted files that are saved in the correct format.

   To exchange word-processing files in your web course you must follow the established standards for file formats. Your Open Learning Faculty Member is not responsible for translating word-processing files that do not comply with these standards. It is your responsibility to send documents in the appropriate format. Documents that cannot be readily translated may be returned to you to be saved in an appropriate format.

   You must submit electronic copies of word-processing documents (such as assignments) in one of the following formats. This list is arranged in order of preference. Please try the Word 6.0 for Windows/Macintosh format first; if it is not suitable, proceed down the list of standard file formats:

   1. Word for Windows 95/98/2000/XP, Word 6.0/XP for Windows/Word 6.0 XP for Macintosh. (These are all the same file format.)
   2. Word for Windows 2.0
   3. Rich Text Format (RTF). If your assignment has only plain, unformatted text (e.g., it does not have bold, italics, special characters, graphics, tables, or other types of formatting), you may submit it as:
   4. ASCII (text)
   5. Text of a regular email message

   If none of these work for you, contact the IT Service Desk for assistance to find a file format that works for both you and your Open Learning Faculty Member.

   As the IT Service Desk is available to registered TRU-OL students only, include your student ID number in any messages you send to the IT Service Desk.

   

2. How do I get help after I click on the course type under the "My Courses" tab in myTRU?

   When you click on "Log In" you will be prompted to enter your user account information. You will be taken to a page where you can get help by contacting the IT Service Desk.

   When you log in you will be prompted to enter your user account information. You will be taken to a page where you can click on the "Help" icon for specific information or scroll to the bottom of the page and click on the IT Service Desk (Help Desk) for contact information.

   

3. What kind of technology will I use in a distance course delivered by TRU-OL?

   The type of technology used depends on the course. Many TRU-OL courses are offered as web-based or print-based.

   If you choose the web-based version, you will access the instructional activities through the Internet. Some web-based courses have discussion groups. These discussion groups are self-contained within the web course. You can also send your assignments to your Open Learning Faculty Member as email attachments.

   If you choose the print-based version, you will receive your course package in the mail. An Open Learning Faculty Member will be available to answer your questions over the phone. You will submit your assignments by regular mail. Assignments will be graded and returned with comments by mail.

   Some courses may include CDs or DVDs.

   

4. How do I turn off "user-friendly errors" in Internet Explorer?

   Internet Explorer carries certain settings by default. One of these settings is for the browser to only show you "user-friendly errors" when the browser is having trouble displaying a page. This means that no matter what the cause of the problem, Internet Explorer will only show you a page that says "the page cannot be displayed".

   The "user-friendly" error messages are not very helpful for you or IT Service Desk staff when trying to help solve your connection or network problem.

   The IT Service Desk recommends that you turn off this setting.

   While Internet Explorer is open on your computer, click on the Tools menu. Then click Internet Options.

   The Internet Options window will appear on your screen. At the top of the window there are several tabs to choose from. Click on the Advanced tab.

   Scroll down the list of check boxes for advanced settings. Look for the one that says "Show friendly HTTP error messages". Make sure the box is unchecked.

   Click OK to save your settings.

   

5. How do I delete messages from Course Discussions?

   You only have authority to delete your own messages from any discussion areas. You may not delete messages posted by other people in discussion areas. To delete a message from the discussion area, perform the following steps:

   • Use your web browser (Safari or Internet Explorer) to log in to the Desktop.
   • After you log in, you should see a folder or icon on your Desktop, with the name of your course or special discussion area (in addition to your Mailbox and other folders). Click on the folder to open it.

     If you want to delete a message in a specific discussion in your course, click on a link or the folder name to get into that particular discussion area.

     When you are in a discussion, you should see the list of messages from other students, yourself, and your Open Learning Faculty Member. You will only be able to use the Delete tool in messages that you have posted. Only the Open Learning Faculty Member has the authority to delete messages from other students in the discussion.

     Messages can be deleted only one at a time.

   • Click once on the Delete tool to remove the message.

     Note: Even though you have clicked the Delete tool, the message will still appear in your browser window. It may look like nothing happened when you clicked Delete, or you might have seen a progress bar appear very briefly at the bottom of your browser window. Do not click the Delete key a second time; this will give you an error message. Your message remains in your window in case you decide you want to Undelete it. You can reverse the deletion of a message only while it is still in the window by using the Undelete tool.

   • You can see that your message has been deleted by refreshing the discussion window. Click the Refresh command to display an updated list of messages.
   • Repeat steps 1 through 4 to delete other messages in the discussion.

   

6. What should I do if I need technical assistance with a web-based course delivered by TRU-OL?

   Refer to the IT Service Desk FAQs on this website or contact the IT Service Desk or by phone 250.852.6800 (Kamloops) or 1.888.852.8533 (toll-free in Canada).

   

7. Who do I contact when I get errors using the Web registration system or student portal?

   If you forget your password, contact Student Services.

   If you are getting other errors with the system, send a detailed description of your problem and the errors, plus your name and TRU-OL student number, to the IT Service Desk.

   

8. When I click Send in Internet Explorer I get an error message that says "the page cannot be displayed." What can I do about this?

   "The page cannot be displayed" is a generic error page that Internet Explorer displays whenever it has trouble loading a page. This is the error message you may see, regardless of the problem. The error could be caused by a number of different things (e.g. a broken link on a page, the server resetting itself, linking to a site that is offline, etc...).

   To view the actual error and possible cause of a webpage not displaying, you have to adjust your Internet Explorer settings. More information about this is provided in the FAQs on "User friendly Errors."

   When you have adjusted your settings and try to open the page again, you should see a more descriptive error or an HTTP error number.

   If you still get the error message, contact the IT Service Desk, after you have noted the following:

   • The address (URL) of the page that is not working for you.
   • The HTTP error that you are getting when you try to display the page.

   

9. How do I post a message to Course Discussions?

   • Make sure you always use your web browser (Safari or Internet Explorer) to log in to the Desktop first.
   • After you log in, you should see a folder or icon on your Desktop, with the name of your course or special discussion area (in addition to your Mailbox and other folders). Click the folder name to open the course or discussion.
   • Once inside your course, you can find links to the specific discussion areas for the course. Discussions might be inside other folders, or you may link to specific discussions from webpages in your course.
   • When you are in a discussion, you should see a list of messages from other people. The best way to post your message is to create it while you are visiting the discussion. Clicking the New Message tool in the toolbar - it looks like a small envelope with a spark on the corner.
   • An empty message form will appear.
   • Fill in your Subject line.
   • Because you are already in the discussion, the To: field should already be filled in with the correct address of the discussion.
   • Fill in the body of the message by typing in the large white space provided.
   • When you are finished composing your message, you can click the Send button at the bottom of the form. If the Send button is not visible, you may have to scroll down to view it.

     If you get an error message when you scroll down to the Send button, click OK to ignore it. This error is related to the way some browsers scroll in Web forms. If you clear the error message, you should be able to click Send.

     You will need to send your message within five minutes or it will be lost, as the mail server disconnects after five minutes of inactivity.

   • You should see a page that says "Message successfully sent."
   • The message will then appear in two places - the original will be in your Mailbox, and the copy will have been sent to the discussion area you sent the message to.

   

10. How do I use the Search tool in Mailbox discussion areas?

    The Search tool can help you find messages containing particular words when you are in your Mailbox or a course discussion area. The Search tool is available on both the Main Toolbar and the Messaging Toolbar.

    Follow these steps to conduct a Search:

    • Use your web browser (Safari or Internet Explorer) to log in to the Desktop.
    • Click on the Search tool.
    • A new Search form should appear on your screen.
    • Type in the word or string of words you are looking for in the Search for: field. Click on the appropriate check boxes to limit your search.
      • Search subject/file name
        Check this to search subject and file names for your search string.
      • Search subconferences & folders
        Check this to search the next level of folders, discussion areas, and files in the current window for your search string.
      • Search contents of documents
        Check this to search the contents of messages and text files for your search string.
      • Search "To:" & "Cc:" names
        Check this to search "To:" and "Cc:" lines for your search string.
      • Search attachment names
        Check this to search names of attachments for your search string.
      • List only items containing all words
        Check this to find items that contain all the words in your search string.
      • Search "From" name
        Check this to search "From" lines for your search string.
      • Include items created or modified in the last . . .
        Fill in the blank to specify a time period for your search. Type in a number to indicate the number of days, or a number followed by the words "Weeks," "Months," or "Years."
    • When you have filled in your search specifications, click the Find button.
    • The system will conduct the search and bring up a list of all the messages or files that were found.
    • Click on an item in the list to view it, just as you would to read a message in your Mailbox or a discussion area.

    

11. What should I do if I find a broken or outdated link in my web-based course delivered by TRU-OL?

    If you get errors linking to pages in your web-based course, make a note of the following:

    • The address of the page that has the broken link.
    • The address of the page that you tried to link to.
    • The HTTP error that you are getting when you try to display the page.

    Contact the IT Service Desk for assistance.

    

12. How do I work within the "My Courses" section of myTRU?

    Under the "My Courses" tab, you can access a list of the courses you are registered in as well as various contacts (e.g. Student Services, Disability Services Office and Library) and you can provide feedback.

    

13. How do I download a file attachment I received with an email message?

    To download a file attached to an email message in your Mailbox or discussion area, click on the message to open it.

    Below the subject and address lines you will see the attachments line. Beside it will be the image of a file, along with an underlined file name. This is the attachment. Use your right-side mouse button to click on the underlined file name (on a Macintosh hold down the "Option" key while clicking).

    A small pop-up menu should appear. Select "Save Target As . . ." from the menu (on a Macintosh select "Save this link As . . ." from the menu).

    You will see a window that will let you navigate to the folder on your hard drive where you can save the file. When you find the folder, click the Save button (on a Macintosh save your file as type "Source").

    You may see a progress bar that tells you the file is being downloaded. When it finishes downloading, the file should be saved in the folder you have chosen on your hard drive.

    Note: If you use your own email program to send and receive email in your web-based course, you are expected to be familiar with its methods for sending and receiving email and file attachments.

    

14. How do I open a PDF assignment file in my web-based course?

    Some web-based course files may be published in PDF format. Adobe's Portable Document Format is a commonly used cross-platform format for viewing read-only files such as software manuals, corporate annual reports, and Revenue Canada forms.

    PDF files can be viewed and printed using Adobe's Acrobat Reader software, which you can download for free.

    As the Acrobat Reader file may be up to five megabytes, you may want to download it during times of low Internet traffic (e.g., outside North American business hours/prime time).

    Details about opening PDF files are provided on the TRU-OL website.

    

15. What services are provided by the IT Service Desk?

    The IT Service Desk assists students and Open Learning Faculty Members with courses that are hosted on the WebCT system.

    Students are required to have adequate Course Delivery Formats for WebCT courses.

    The IT Service Desk provides the following services:

    • Sets up IDs and passwords to access web-based courses delivered by TRU-OL.
    • Assists WebCT users with connecting to WebCT using a web browser (Internet Explorer or Safari).
    • Assists users with email functions and discussion tools, including troubleshooting error messages.
    • Assists students to navigating the discussion areas of their courses.
    • Assists students with attaching assignment files to email messages.
    • Assists students with guidelines for saving their assignment files, so files are compatible with the software used by Open Learning Faculty Members.
    • Assists Open Learning Faculty Members and students with resolving file formatting problems when they are unable to "read" (open) submitted or marked assignment files.
    • Follows up on reports of broken links in course webpages.
    • Refers student questions to the appropriate area for follow up.

    Contact the IT Service Desk by:
    Email: ITServiceDesk@tru.ca
    Phone: 250-852-6800 (Kamloops or International) or 1-888-852-8533 (toll-free in Canada)

    

16. What are the IT Service Desk hours?

    The IT Service Desk assists students with technical problems.

    IT Service Desk hours are 8:00 a.m. to 8:00 p.m. (PST), Monday to Friday.

    Voice mail messages received after business hours are processed the next business day. Email requests are processed on Saturdays from 8:00 a.m. to 4:00 p.m. (PST).

    Contact the IT Service Desk by:
    Email: ITServiceDesk@tru.ca

    Phone: 250.852.6800 (Kamloops) or 1.888.852.8533 (toll-free in Canada)

    

17. When I click Send I get HTTP or "Internal Server error" messages. What can I do about this?

    The following are some common reasons why this error message is displayed:

    • When the server periodically resets itself, your email message may not be sent and may be in your mailbox with a white flag beside it (unsent). You can try resending the message by going back to the list of messages in your mailbox, opening the white-flagged message, and clicking the Send button again. You may have to recreate your message.
    • If you are attaching a file and it exceeds your Mailbox quota, you will likely get an error message when you try to send the message. If you are including graphics or other objects in your file, the file may be large. Check information about file formats to make sure you are creating your files according to recommendations.
    • The file you are trying to send may not have finished uploading at the time of Send. When you create your messages, try attaching your file first (using the Browse button) and then completing the rest of the message form (such as the To field and the body of the message). Then press Send. This may give the file more time to finish uploading before you send it.
    • Fewer errors with file attachments may occur by first "Replying" to a message sent by the Open Learning Faculty Member. Use the Attach your file and click Send.
    • If your attached file has a long name or the name has unacceptable punctuation (extra dots, commas, spaces, invalid file extension, etc), the server may not upload your file attachment with your message. Review the File Naming Guidelines for more information.

    

18. What are file attachments?

    An attachment is a file that you send or receive with an email message. If you are taking a web-based course delivered by TRU-OL, you are expected to send your assignment files to your Open Learning Faculty Member.

    When you are creating a message in your Mailbox, you can upload any file stored on your computer and attach it to the message. When you receive a message that contains an attachment, you can download the attachment to your computer.

    Attachments can be sent with private email (from one Mailbox to another) and public email (from your Mailbox to a shared discussion area). Using attachments is a good way to distribute files to several users.

    Note: Send assignment files as private email only to your Open Learning Faculty Member. Do not post your confidential assignments to shared discussion areas, as other students in your course can then download and read them.

    

19. Why does an email message disappear from my Mailbox or discussion after I've read it?

    Your Preferences may be set to "show unread messages only." This means the system will only display messages you have not read. If you want to see all your messages, check the Preferences settings on your account.

    

20. How do I use the Reply and Forward tools when addressing new messages?

    When you create new messages in your myTRU mailbox or in a Discussions area, you may want part of the new message to be filled in for you automatically. This can be helpful if you want to send a message to someone but don't know the exact spelling of the person's name. Or you may want your message to be part of a particular discussion thread (meaning that it has the same subject title as previous messages in a discussion). The message tools and the system directory can help you do this.

    The message tools on your Messaging Toolbar will help you create automatically addressed messages. Some of these also have equivalent text links at the bottom of the discussion area or Mailbox web page.

    New Message Icon in the Toolbar
    Clicking on this icon in the Toolbar while you are in a discussion group will automatically address your message to that discussion group.

    Creating a Reply to a Message
    When you use the Reply icon or the Reply text link to respond to a message you are reading, the subject line of your message will be automatically filled in, as will the names of the original recipients of the message (in the "To:" and "Cc:" fields of the message).

    Forwarding a Message
    When you use the Forward feature while reading a message, you automatically create a new copy of the message. The Subject line is filled in automatically, and you can add to the body of the copied message. You must type in the address yourself (in the "To:" and "Cc:" fields).

    

21. How do I check the history of a message?

    Message History can show you when your message was created and sent. It may also show who has read your message.

    You will not be able to see if the following people read your message:

    • Someone at an outside Internet address. You can see that the message was routed to the Internet but no other history for that recipient.

    You can check the history of a message by doing the following:

    • When you open your Mailbox you will see a list of messages on your screen. Click on a message to open it and view the history. You can view the history of only one message at a time.
    • Click once on the History tool. A window will open that shows you the history of the message.