WebCT

Common Problems / Troubleshooting

If your questions are not answered below, please contact the Online Support Technician for your school.

Login / Password Problems Adding or Opening Attachments Problems Browser / Computer Setup Problems Course Tools Problems Error Messages General Questions
Login / Password Problems

What is my WebCT username?

If you are enrolled in a WebCT course, a unique WebCT username will be created for you. This is your logon identification when you access your WebCT course. To find your WebCT username, please refer to the WebCT Username Lookup page.

What is my WebCT password?

Your initial password (for students who have never used WebCT) follows the mmddyyx! format, where "mm," "dd," and "yy" represent your date of birth. The "x" represents the first letter of your last name, followed by an exclamation point. For example, if your birthday is July 04, 1970 and your name is John Smith, your initial password would be: 070470s! The "s" in this example should be entered in lowercase.

How do I change my password?

  1. Log in to WebCT.
  2. Click the "Change Password" link at the top of the My WebCT page.
  3. Type your current password.
  4. Type your new password.
  5. Type your new password again to confirm.
  6. Click Save. Your new password will now be in effect the next time you log in.

Why doesn't my username or password work?

The problem may be one of several things. Please double-check this list and re-try your log in.

  • Usernames and passwords are case sensitive. All WebCT usernames are lowercase. If you have changed your password, make sure you are entering it with the proper case. Check if the CAP Lock is active.
  • Your initial password follows the mmddyyx! format, where "mm," "dd," and "yy" represent your date of birth. The "x" represents the first letter of your last name, followed by an exclamation point. For example, if your birthday is July 04, 1970 and your name is John Smith, your initial password would be: 070470s! Do not type any spaces, dashes, or slashes. The "s" in this example should be entered in lowercase.
  • If you are typing numbers, make sure that the Num Lock key is depressed on your keypad, or use the numbers above the letter keys on the keyboard.
  • Make sure you are typing your WebCT username and not another login name, e.g., for email or VIP access. (Your WebCT username is NOT your student ID.)
  • Make sure you are logging in to the UH- Victoria institution. The banner on the Log On page should be blue with the UH-Victoria logo. If you are trying to login on a page that has the red UH logo, then you will get an "incorrect username" error. You should instead go to the Victoria institution log on page. Use the login box at the top left of this page.
  • Your course or your WebCT account may not have been created yet. If you are attempting to login before the first class day, then it is most likely that your account is not yet active and thus not recognized by WebCT. Also, if you registered on the first day of classes or later, then it may take 24-48 hours before your account is activated.
  • Make sure you have followed the recommended steps in preparing your computer and browser. See the steps in the Computer Setup section.

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Problems Adding or Opening Attachments

I can't attach a file to my assignment

The process to attach a file from your computer to an assignment requires that a supported version of Java be installed on your computer. Please download the latest version of Sun Java.

Also, it is important that you do not use any special characters in the filename of the assignment file you are attempting to attach. The best rule of thumb for naming any file that is to be displayed or handled on the web, is to use only letters, numbers, dashes, or underscores. Do not use characters such as ( )~!@#$%^&*,":'?></|\ in the name of your file.

It may help to also clear your Java Cache.

Note: Attachment size for an assignment is 5mb.

I can't view or open a PDF or DOC file

Windows XP users that have upgraded to SP 2 (service pack 2) may experience problems opening PDF or other non-html documents in their browser. The SP2 release of XP added numerous security measures to the Internet Explorer browser, one of which is a feature to prohibit the automatic downloading of files. For example, when you click on a PDF file or a Word document, IE will display an "information bar" near the top of the page, just below the address field.

Internet Explorer Information Bar

This information bar tells you that IE blocked this site from downloading files to your computer. Click on this information bar and it will give you an option to download the file. You may do this for files that you want to download. Note that when you select the option to download, the browser will take you out of your course back to your My WebCT page. Click back into your course and go to the file you need to view and click on it. You should now get a dialog to open/save this file.

Alternately, you can disable this information bar, so that you will automatically get the Open/Save option when you click on a file to download. Go to Tools >> Internet Options >> Security tab >> Custom Level. In the Downloads section of the list, click Enable for "Automatic prompting for file downloads" and in the Active X controls and plug-ins section of the list, click Enable for "Automatic prompting for ActiveX controls".

Attachment Size Limits

  • Mail – 1MB
  • Assignment tool – 5MB

I received a file with an extension of .docx or .xlsx and I can’t open it what do I do?

  1. You could ask the person to “Save As” a “Word 97-2003 Document” and resend it
    2. OR
  2. You can download the converter from Microsoft and open it yourself.

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Browser / Computer Setup Problems

WebCT works on one computer but not another

If you can log in to WebCT successfully from one computer but not another, then the problem is likely a browser or Java compatibility issue. If you are able to make changes on the other computer, then go through the Computer Setup section and double-check for:

  1. A compatible browser
  2. Correct browser settings
  3. A supported version of Java installed
  4. Personal firewalls and pop-up blockers
  5. Any spyware

I can't log in to WebCT from work

If you can log in to WebCT successfully from home, but not work, then the problem is likely a firewall, browser or Java compatibility issue. If you are able to make changes on your office computer, then go through the Computer Setup section and double-check for 1) a compatible browser, 2) correct browser settings, 3) a current version of Java installed, and 4) any spyware.

Many companies operate behind a firewall to protect the networked computers from viruses or other types of attacks. Contact your employer's network administrator to determine the scope of the firewall and if changes can be made to make WebCT accessible via your office computer. The main WebCT application operates over the standard web server port 80, but the chat/whiteboard uses port 2304, so it, too, should be open to use Chat in your online course. Your office network may also have other mechanisms in place to block domains or web addresses. Our WebCT domain is located at scholar.uh.edu If your company cannot change their firewall or network protection, then you must use another computer to access your online courses.

After I log in to WebCT, I get redirected back to the Login or Institution page

This is a problem seen frequently with AOL users. If you are using AOL, first, make sure you are using a compatible version. You should use AOL ver 8 or 9. Then, for best results in accessing WebCT, you should use an alternate browser after you connect using AOL.

  • Use AOL to connect to the internet
  • Open a private chat session within AOL, which allows the AOL client to remain open without asking if you wish to disconnect while minimized
  • Minimize your AOL browser
  • Open an alternate supported browser, e.g., Internet Explorer 6 or Firefox
  • Log into WebCT and access your course using the alternate browser

If you are not using AOL and experience this problem, then check the following

  • Cookies - for IE go to Tools/Internet option/Privacy and move the slider to Medium or lower to allow for cookies. If you prefer a higher level, then you should add the WebCT server to the allowed web sites. Click the Edit button in the Web sites section on the Privacy tab. Then add the domains uh.edu and uhv.edu and click Allow. Then click OK.
  • Accelerators - disable any accelerators used with your ISP to "load pages faster". They typically work by caching and re-using pages that you have visited before. In doing so, they may not load the most current information on the web page that you are requesting.
  • Firewalls - disable personal firewalls and/or pop-up blockers during your WebCT session or set the WebCT server as a trusted site (domain = scholar.uh.edu).

When I click on a course title in My WebCT, my browser shuts down

First, make sure that you are using a supported browser and have followed the recommended settings in the Computer Setup section. Also, uninstall any browser toolbars, such as Yahoo!, MSN, or Google toolbars. These may cause erratic behavior in WebCT. And finally, make sure that you have either disabled your pop-up blocker or have changed the setting in your pop-up blocker to always allow pop-ups for the WebCT domain (scholar.uh.edu).

Why do I get sent to Ask Jeeves (or some other web site) when I log in to WebCT?

If, when you log in to WebCT, you are being automatically redirected to another web site, then your browser is being "hijacked" by spyware. These programs are commonly installed automatically by other programs, such as file-sharing programs. It is recommended that you uninstall or temporarily disable these programs while accessing WebCT. Please check our Spyware & Adware section for suggestions on detecting and removing this type of software.

Why does my browser close unexpectedly?

  • You may be encountering a security settings issue. In Internet Explorer, go to Tools/Internet options and choose the Privacy tab. Move the settings slider to Medium security or lower. If you prefer a higher level, then you should add the WebCT server to the allowed web sites. Click the Edit button in the Web sites section on the Privacy tab. Then add the domains uh.edu and uhv.edu and click Allow. Then click OK.
  • Check your Java settings.
  • Clear your Java Cache.

You are not authorized to view this page

In your Internet Explorer browser, go to Tools/Internet Options. Click on the Advanced tab and in the Browsing section, UNCHECK the box next to "Show friendly HTTP error messages". Click OK to save changes.

Also, we have found that uninstalling toolbars, such as Yahoo!, MSN, or Google toolbars will minimize compatibility problems while running WebCT.

WebCT session already running

In your Internet Explorer browser, go to Tools/Internet Options. Click on the Advanced tab and in the Browsing section, UNCHECK the box next to "Show friendly HTTP error messages". Click OK to save changes.

Also, while in WebCT, do not choose to open a new window (File/New/Window or right-click and "Open in new window") and then return to your login page and log in again. WebCT tracks multiple sessions by the same user, so if you would like to have a second browser open with WebCT, you must launch a new instance of Internet Explorer and then login (either launch from your desktop, taskbar, or start/programs menu). It may be less confusing to launch a second WebCT session using another supported browser, like Netscape 7.

Vista: My computer is running Windows Vista – will WebCT work?

Yes. However, you will still need to go through the “Get Started with 3 Easy Steps” to make sure your computer is configured correctly.

Office 2007: My Computer has Microsoft Office 2007 - is this ok?

Yes, however computers with Office 2003 may not be able to view documents saved as an Office 2007 file. Office 2007 files have an x in the extension, for example a Word file will have .docx at the end of it. Faculty, staff and most students are still running Office 2003. To make sure that everyone can read you documents, be sure to “Save As” a “Word 97-2003 Document.”

My computer is running Internet Explorer 7 (IE7) will WebCT still work?

Yes. WebCT should work just fine AFTER you have completed the “Get Started with 3 Easy Steps”. These steps will make sure that everything is configured correctly.

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Problems with Course Tools

I can't open a Chat session

Tips for using Chat in WebCT

  1. Check your computer! You must have Java installed for chat to work. Download Java. Also, if behind a personal or corporate firewall, you must open port 2304 to enable chat and whiteboard communication. Check the documentation for your personal firewall for instructions on how to do this, or check with your network administrator.
  2. Be patient! The Chat applet takes a while to load (could be as long as a minute or more, depending on your computer and internet connection speed). It may look like nothing is happening, but Java is loading in the background.
  3. Click once! Do not double-click the icons. Click only ONCE on the chat room icon to start. Double-clicking or clicking several times may cause your browser to freeze or your computer to lock up. This is true for clicking any link or URL online--you only need to click a link once.
  4. Problems? If "Chat is unavailable" when you click on the chat room, log out and then log back in and try the chat again. If bumped out during a session, log out and then log back in and enter the chat room again. Clearing you Java Cache may also resolve the problem.

I can't start my quiz

First, make sure that you have disabled any pop-up blockers for your browser, including those included in the popular search toolbars.

Second, quizzes are typically set up with specific date and time parameters by your instructor. If you are not able to either see the quiz title in your course, or if you can see the quiz listed, but can't click on it to start, then please contact your instructor. He or she may need to change a setting on the quiz to make it visible during the scheduled time.

Beginning in the Summer of 2006, students might be required to use the Respondus Lockdown Browser to take assessments. If the “Begin Assesments” button is grayed out and the instructions tell you that you must use the LockDown Browser then that is the only way to take the assessment.

Links don't work or content pages don't load

If you get a "Page not Found" message, first try go back to course homepage and try again or clicking once on the link to load the page again. Note that pages with large graphics or other media may take longer to load, especially when accessing over dial-up. If the page or link cannot be found, please contact your instructor. They can verify the address of the link or content file.

I can't see My Grades

Your My Grades icon should appear on your course toolbar, if it has been enabled by your instructor. If you don't see the My Grades icon on your toolbar, first check under the "More Tools" link on the toolbar (far right on the toolbar). There may be one or more tools listed in this area because only 4 can be displayed at a time on the toolbar.

If you do not have a My Grades icon, please contact your instructor to request that it be added to the toolbar. Also, note that specific assignment or quiz grades can be seen within the particular tool. For example, to see a grade on your quiz, go to the Assessments tool and look for your grade in the Grade column.

"More tools" doesn't open on the course toolbar

This problem has been seen with some SBC Global users. If, when trying to click the More Tools button on the course toolbar, nothing happens, then you may need to update your SBC Global browser. Open your SBC Global browser and go to the Help menu. Choose Browser Help and then Update. Follow the instructions provided in the update.

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Error Messages

Unexpected system exception error

This error is usually the result of a temporary disconnect to data in the database. Please write down what you were doing when you encounter this error message and provide that information to your Online Support Technician via email. It is important to also note the date and time the error occurred. Try the following steps to resume working in your course, but send the details of the error regardless of whether you are able to resume working.

  • Click the link on the error page to Return to My WebCT
  • If you are returned successfully to your My WebCT page, click back into your course and retry the task that you were attempting when the error occurred.
  • If you receive the same error message, return to your My WebCT page, Log out, and close your browser.
  • Relaunch your browser and log back in to WebCT. You should now be able to complete the task.

Session timed out

The idle session time limit in WebCT is set to 180 minutes. If you are logged in to your WebCT course and do not perform any actions in the course (click links, access tools, click send, save, etc.) for 180 minutes, then your session will be timed out. Any data that was in progress, but not previously saved, will be lost. For example, if you began a discussion post and typed a message, but did not click the Post button, and 180 minutes expired, you will not be able to post that message and you will need to log back in to WebCT and create a new message.

Please note that many ISPs (Internet Service Providers) also have their own time limits set for allowable idle time and this time period may be less than WebCT's 180 minutes. You may be timed out of your ISP before being timed out of WebCT, so be sure to check the idle time limitations with your ISP.

There was an error opening this document (PDF document)

If you get an error message that "the document is corrupt and cannot be loaded", then you need to apply an update/fix to your Adobe Acrobat Reader to version 7.0.8. This update is necessary both for Adobe Acrobat Professional and for the Adobe Reader. To get the update, open your Adobe application (Acrobat or Reader) and go to the Help menu and select "Updates" and follow the steps to get the update.

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General Questions

My course isn't listed on My WebCT page

Courses won't be listed until the first day of the semester. Late registrations can delay access to your course for up to 24-48 hours after registration, during which time you would not see that course listed on your My WebCT page. Note: Students dropped for non-payment are not loaded into online courses until payment arrangements are made and are required to go through the late registration process.

The course may also not be listed pending changes in the semester schedule or at the request of the instructor. If it is after the first day of the semester and you have not registered late, please contact your Online Support Technician to determine the cause of this problem.

My dropped courses are still listed on My WebCT page

Dropped courses may remain on your My WebCT page until the end of the semester, but they will not be counted as a credit. Students may be denied access to the course, but will not be deleted from the system. However, you may now hide the course from view on your My WebCT page by editing your course list. Click the Edit (pencil) icon in the top right of the Course list box. Click to put a check mark in the box next to the course you wish to hide. Click the Hide button at the top or bottom of the page. The courses will now be designated with "Hidden". You may return here to reveal them at any time by selecting them and clicking the Show button. Click the My WebCT link at the top to return to your My WebCT page.

Is my privacy protected in WebCT?

Your grades, whether they are recorded for assignments, quizzes, graded discussions, etc. are only visible to the course instructor, teaching assistant (if applicable), and online support technicians. They are not visible to other students. WebCT support staff are respectful of your privacy and only access courses as requested by the instructor. Your grades, discussion postings, and other information are not discussed openly with others.

While online courses are secure in that only those enrolled or associated with the course are given access, it is recommended that you exercise good judgment when posting or emailing confidential information, just as you would if sharing confidential information in a face-to-face classroom setting.

When opening a PDF it opens then suddenly closes.

When clicking links to PDF files in Internet Explorer causes Acrobat or Adobe Reader to start and then quit (7.0 on Windows) Issue

Clicking a web link to a PDF file causes Internet Explorer to open a new window and Adobe Acrobat or Adobe Reader to start and then quit immediately. The new browser window also closes.

Solution: Install the Acrobat 7.0.8 update or the Adobe Reader 7.0.8 update.

In Acrobat or Adobe Reader, choose Help > Check For Updates Now to install the update.

Alternately, you can download the update from the Adobe website:

-- For Adobe Reader or Acrobat 7.x: Download the 7.0.8 update from the Adobe website at www.adobe.com/downloads/ .

-- For Adobe Reader 6.x or earlier: Download the full installation of Adobe Reader 7.0.8 from the Adobe website at www.adobe.com/products/acrobat/readstep2.html .

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University Of Houston-Victoria
3007 N. Ben Wilson, Victoria, TX 77901
(361) 570-4848, Toll Free in Texas (877) 970-4848

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