ATTENTION ALL USERS!!!
Click here to complete the WebCT Browser Tune-Up
before attempting to use WebCT
WebCT Help for Common Problems
The most common problems and possible solutions students request support for are:
1. Login Problems Relating To Your Account
2. Accessing Particular Courses
3. Access Problems (in general)
A complete help page for the following errors can be found
by clicking here
a. 403 or Access Forbidden Errorsb. Cannot login or computer tries to download a file
c. Some windows do not open correctly
d. Access Forbidden error or "Internet Optimizer" site loads when logging in
e. Access problems persist after above fixes applied (Kazaa Users Take Note!)
5. Helpful Tools for easy navigation through WebCT
6. Continuing to Have Problems?
1. Login Problems Relating To Your Account
Need to know how to Log in? See WebCT Login Help
For further login problems, see the WebCT Browser Tune Up Note: HCC uses WebCT v.4.1 Campus Edition (CE) and make sure you have applied these settings or you will encounter problems while working with WebCT. Ensure your browser settings are correct before carrying out any further troubleshooting or requesting support for a WebCT problem.
2. Difficulties in Accessing Particular Courses
If you ARE able to login, but do not see your course listed, note that you will not be able to access your course on your MyWebCT page until the WebCT Administrator has populated the courses. Note: This function will *not* be performed until the Thursday before classes start. If you are having trouble after classes start:
++ FIRST Contact the instructor of the course.
++ SECOND If you have any further problems, please contact Distance Learning Department at (413) 552-2124 or E-mail dlhelp@hcc.mass.edu.
Please note that a late enrolment can take up to 24 hours to filter through the system and appear as a course in myWebCT.
3. Access Problems (see symptoms below)
First, complete the WebCT Browser Tune Up Note: HCC uses WebCT v.4.1 Campus Edition (CE)
and make sure you have applied these settings or you will encounter problems while working with WebCT. Ensure your browser settings are correct before carrying out any further troubleshooting or requesting support for a WebCT problem.Both students and staff have lately been affected by the onslaught of a new breed of noxious Internet nasties known as "parasites" that infect web browsers, especially Internet Explorer. "Parasite" is a shorthand term for "unsolicited commercial software" -- that is, a program that gets installed on your computer which you never asked for, and which does something you probably don't want it to, for someone else's profit. For more information and to detect for parasites on your computer as well as instructions on how to remove them, visit http://www.aumha.org/a/noads.php.
Note that the detection will ONLY work on Internet Explorer 5 (or later).
As well, a number of innocuous programs designed to improve your web experience can in fact degrade your use of WebCT dramatically, as can some system software or web browser upgrades, patches and security fixes. Often these programs will install after you choose "Yes" to a basic question asking you if you would like to improve your internet experience. As always, if you are in doubt about the need for a specific program it is usually wiser not to install it.
a. 403/404 or Access Forbidden Errors
The following tips regarding 403/404 errors, Download Managers, Spyware, Adware and Pop-up Stoppers will aid you in avoiding potential problems or fixing them after they have occurred....A recent Internet Explorer 6 update/patch installed by Windows Update may cause access problems for some users.
Symptom:
Access is "Forbidden" and/or the error "403/404" is displayed when attempting to log in.
Solution:
In Internet Explorer 6 do the following:
1. Click Tools on the menu bar
2. Select Internet Options
3. Click on the Advanced tab
4. Deselect (uncheck) Show friendly HTTP error messages which is under the Browsing section.
b. Cannot login or computer tries to download a file
If you have a download manager installed and are experiencing WebCT access problems you may need to remove the download manager from your computer. Download managers can adversely affect access to course content and WebCT. In particular they can prevent logging in and also the viewing of some content.
Symptom:
Diagnosis:When I try to log into myWebCT, my computer tries to download a file. E.g. after entering the User name and Password, the PC prompts to save a file. Alternative symptoms include complete inability to get past the login screen.
The problem is caused by Download Manager software that may be installed on your computer system. At some point Real Download (a product of Real Player) or Smart Download (a product of Netscape) was installed on your PC.
Solution for Windows users:
1. Click on the Start button.
2. Go to Settings
3. Open Control Panel.
4. Double click on the Add/Remove Programs icon.
5. Click on the installed download manager, either Smart Download or Real Download to select. If you have both of these programs, you will need to remove them both, one at a time.
6. After selecting the download manager, click the option to Add/Remove the program.
7. You will be prompted through the uninstallation of the program.
8. After uninstallation, reboot the PC.
These two download managers may be reinstalled the next time you visit the Real Player or Netscape web sites and download files.
c. Some windows do not open correctly
Software designed to eliminate “pop-up” windows opening while web browsing may
interfere with the functioning of WebCT. There are a range of names these programs
go by including Pop-Up Stopper, Defender and Zapper. Pop-up stoppers may also be
included with virus checkers and other internet security software. See a more complete
list of anti-popup ware here: anti-popup ware
Note:
Some versions of Internet Explorer and Netscape 7.1 come
with a pop-up stopper automatically installed and turned on. See browser
tool options to disable the device or set it to allow
Symptom:
Inability to view Discussion postings, Quiz pop-up windows, download links or other
tools that may be attempting to open in a new window.
Diagnosis:
Windows Users:
For Norton Internet Security Users: Add HCC's WebCT IP address as a
trusted site so that the pop-ups will continue to work in WebCT.
1. Open Norton Internet Security.
2. Click on Norton Firewall.
3. Go to Home Networking.
4. Add 216.19.236.2 to add HCC's WebCT server to the list of trusted sites.
ZoneAlarm Firewall Users:
If you use a different firewall, you will find the same settings on your version: Configuring Zone Alarm with WebCT.
Note that even if you disable the "anti-popup feature you STILL may have to disable
the "anti-javascipt feature".
Anti-PopUp Software:
Earthlink Users:
PopUp Stopper (Panicware):
Other Ad Filters and PopUp Stoppers:
Anti-Virus Software:
Either remove or disable this software. It may be
possible to locate this software under Add/Remove Programs in the
Control Panel. See instructions as per Download Managers.
Here are some quick instructions on how to configure Zone Alarm with WebCT.
You may need to "disable", "exit", "quit" or "shutdown"
any pop-up stopper, ad-ware prevention, or firewall software that runs on your computer, in order to
use certain WebCT tools. Recent releases of anti-virus come with built-in anti-popup features.
Earthlink now comes with a built-in anti pop-up ware automatically turned on -- you need to turn it off -
see this webpage
for help turning the Earthlink pop-op blocker off -- if you need help, see the
Earthlink support website or call them at 1-800-719-4660.
Used by Internet Explorer. Go here to find out how to locate and disable
PopUp Stopper (Panicware):
http://www.panicware.com/supportdisplay.html?supportid=38
more directions for disabling:
http://webtide.hccdl.org/popups.htm
Recent releases of anti-virus software may interfere with your use of WebCT. For example,
Norton's Anti-Virus Software now comes with built-in anti-popup, firewall, and anti-java-script
features. If you do not take care to disable or specify your WebCT sites as "ok" or
set your security at the "lowest" possible setting, you may not be able to
access http://webtide.hccdl.org at all (you may get an error or a "frame
mis-match error"). Also, you may not be able to use certain WebCT tools.
d. Access Forbidden error or "Internet Optimizer" site loads when logging in
The helpdesk recommends all users install preventative measures against spyware, adware, parasites and virii. An infestation of any of these malicious programs can cause problems accessing WebCT or any web site.
A common example of this type of malicious program is “Internet Optimizer”. This program will redirect you to its own web site when you attempt to log in to WebCT.
Symptom:
Upon login user's browser is hijacked to the Internet Optimizer site and the following (or similar) message appears:
HELP/NAVIGATION ERROR - Forbidden
Access to this URL is Forbidden http://webtide.hccdl.org/SCRIPT/CourseCode/scripts/serve_home.
To Prevent Infection:
Ad-aware and SpyBot are simple to use tools for removing and preventing infection of spyware, adware and parasites including Internet Optimizer. Install at least one of these programs and run at least once to remove any items that they uncover. Such software can be found on: http://www.download.com/
There are inherent risks with installing any new software onto your computer. Please check with your favorite expert for their recommendations before proceeding.
Possible Solution for an Internet Optimizer Infestation:
- In Windows go to the Start menu
- Select Settings
- Open the Control Panel and choose Add/Remove Programs.
- Look for Active Alert and Internet Optimizer on the list.
- If these entries are there, select each one seperate
- Click on Add/Remove for each one in turn.
- Follow the steps to remove the program.
It has been known for these solutions to not completely remove the infestation or for reinfection to occur. Reinstallation of the Browser or worse the operating system is often the only cure. Alternatively install and use a different brand of Web Browser. As the problem appears to be limited to Microsoft products an alternative browser such as Netscape may be the only solution.
SpyBot and some virus checkers can be set to detect these nasties as they enter your system. However you must ensure that you keep your virus checker, spyware and adware checkers up to date to prevent reinfection as the attackers regularly modify their programs to get around common defences.
Important Note: Virus Checker
TopA virus checker should be the first item installed even prior to attempting a fix for any login problems.
e. Access problems persist after above fixes applied
Cause: File sharing programs
Peer-to-peer software (for instance KaZaA, Napster, BearShare, Grokster or iMesh) downloads spyware, adware and parasites on to your computer, hindering or even preventing use of some software including WebCT. For example, Note that KaZaA but not KaZaa lite automatically places the PerfectNav parasite on your computer which causes a conflict with WebCT.
Key indicators that your system is infected with SpyWare
- Error messages referencing Perfect Nav or Internet Optimizer
- Bombarded by pop-ups
- Slow or no network connection
- Computer freezing or hanging
- Frequent system crashes
- System slowdown
- Slow System Start-up
- Getting lots of SPAM emails lately?
Possible ways to get rid of infestation:
1. Ad-aware and SpyBot are simple to use tools for removing and preventing infection of spyware, adware and parasites. Install at least one of these programs and run at least once to remove any items that they uncover. Such software can be found on: http://www.download.com/
2. Some software is available to clean up specific applications. For instance, DietK is a free way to clean up infestations cause by KaZaA: http://www.dietk.com/
3. For more information and to detect for parasites on your computer as well as instructions on how to remove them, visit
http://www.doxdesk.com/parasite. Note that this detection will ONLY work on Internet Explorer 5 (or later).4. Specifically, to remove Perfect Nav: http://www.kephyr.com/spywarescanner/library/perfectnav/index.phtml
If the problem persists after trying these measures you may need to uninstall any peer-to-peer file sharing software.
Another alternative is to download Netscape 7.0 http://www.netscape.co.uk/netscape/7/download/other.htm or Netscape 7.1 http://channels.netscape.com/ns/browsers/download.jsp) and use it as your browser for WebCT. Once downloaded and installed, do not forget to disable the pop-up blocker or set it to allow for http://webtide.hccdl.org/
A note for Mac Users
Although we rarely see these issues on Macintosh computers, as the browser is the target, Mac users can also be infected. We recommend Macintosh users also remain vigilant and install a virus checker where it is available. A virus checker as always is an absolute necessity regardless of computer platform.
Network Firewalls:
If you are planning on accessing the web and WebCT from any networked computer (for example, most office computers or computers at a K-12 school) you may run into problems with the network security system. Your network support should make sure there are no firewalls or filters blocking the following ports: 7900, 4445, 4567, or 4568. There should also be no java or chat blocks or filters.Again, complete the WebCT Browser Tune Up (Note: HCC uses WebCT v.4.1 Campus Edition (CE))...
and make sure you have applied these settings or you will encounter problems while working with WebCT. Ensure your browser settings are correct before carrying out any further troubleshooting or requesting support for a WebCT problem.If problems persist, refer to Section 3c. of this manual, "Windows do not open correctly."
5. Helpful Tools for easy navigation through WebCT
Access the WebCT's Student Orientation resources available at: http://www.webct.com/oriented/viewpage?name=oriented_orientation_program_home
Learn by doing our online WebCT Student Orientation Course locate in your "my WebCT".
6. Continuing to Have Problems?
If you continue to have problems, please contact the HCC Distance Learning Helpdesk:
Email: dlhelp@hcc.mass.edu
Phone (Monday-Friday 8am-5pm) -- (413) 552-2124
Phone (After Hours - (Monday-Thursday 4pm-9pm): (413) 552-2124