STATE UNIVERSITY OF WEST GEORGIA DISTANCE LEARNING 

WebCT/E-mail

These are the instructions.

When I click on the E-mail icon, a new window opens but nothing happens - the screen remains blank. (l)

1  
Are you using Netscape 4.0 or higher?
If not, upgrade to Netscape 4.0 or higher; Netscape 6.0 is problematic, however, on some systems.
If you are a Macintosh computer user using Explorer 4.0, you will need to upgrade as well.
(1)

When I click on the E-mail icon, I get an error message that says, "No Response" and that the server may be down. (m)
Are you using AOL's browser?
If so, AOL's version of Explorer is NOT always compatible with WebCT; specifically AOL 5.0 may create problems.

Solution #1: Install Netscape (either from CD or download from www.netscape.com BUT know that AOL will not allow you to download a file larger than 12.4 MB).

Solution #2: Use the Netscape Browser instead of AOL's Browser. Here's how:
Dial up the AOL service. Do not minimize AOL (you will need to be able to see the Idle Timer messager if it appears & click on the "Yes" button to prevent timing-out). Create a "PRIVATE" chat room and leave the room "open" before going out to use alternate browser. Run and use Navigator (or IE) when you want to access WebCT and also to get full benefit from other web applications.

Here is another hopefully helpful resource: http://webmaster.info.aol.com/
(2)

3  
Are other users at different locations having the same problem?(ask your professor or call the Distance Ed office at (678) 839-6248

If there are others experiencing the same problems then most likely there is a problem with the course student database. Contact DE HelpLine at distance@westga.edu or (678) 839-6248.

If others are NOT experiencing the same problem connecting, then the problem is not with the student database system & you need to continue on with this diagnostic database.
(3)

Are your Browser Preferences set correctly?
Each browser uses a different route to get to and set the preferences. It is crucial to set preferences having to do with your Cache and with the browser's Java and Javascript capabilities.

In Netscape Navigator 4, go to the "Edit" menu and choose "Preferences". First, click on the word Advanced. Make sure that Enable Java, Enable Javascript, and Accept Cookies are all checked. Then, click on the 'plus' sign next to the word Advanced. Click on Cache, and make sure that the radio button Every Time is selected.

For Internet Explorer 4: For the View menu, select Internet Options, then General. The middle of the page refers to Temporary Internet Files. Choose Settings, then Every Visit to the Page. Then, from Internet Options, choose Advanced, then Accept Cookies, then Java JIT Compiler. Javascript is automatically enabled in Internet Explorer.

Once you have set the preferences, restart browser.
(4)

13  
Are other users at different locations NOT having the same problems? (you can look for messages on the Bulletin Board or call the Distance Education office at(678) 839-6248).
If others are NOT experiencing the same problem connecting, the the school's server is not down & you need to continue on with this diagnostic database.

One possibility may be that a server along the route may be down; or direct connection lines may be down -- to explore this possibility you should contact your Internet Service Provider or server administrator; also, notify professor via e-mail that you were unable to participate; try again later.
(13)

15  
Are you accessing from a networked computer (work, school, etc.)?
Contact that network's support staff and ask them to clear any firewall that would prevent you from accessing a "7900 port", "80 port", "4080 port",  Chat, Java, or Javascript (they should know what this means). We have no control over such variables. Nevertheless, your support staff may contact the Distance Learning HelpLine at jgubbins@westga.edu or (678) 839-6248 if they need help.
(15)

When I click on the E-mail icon, I can open messages I've recieved, but I can't use the "Compose" or the "Reply" functions. (n)
1  
Are you using Netscape 4.0 or higher?
If not, upgrade to Netscape 4.0 or higher; Netscape 6.0 is problematic, however, on some systems.
If you are a Macintosh computer user using Explorer 4.0, you will need to upgrade as well.
(1)

When I click on the E-mail icon, I can see a list of the messages I have recieved, but when I click on the messages to read them, the messages will not "open". (o)
Are you using AOL's browser?
If so, AOL's version of Explorer is NOT always compatible with WebCT; specifically AOL 5.0 may create problems.

Solution #1: Install Netscape (either from CD or download from www.netscape.com BUT know that AOL will not allow you to download a file larger than 12.4 MB).

Solution #2: Use the Netscape Browser instead of AOL's Browser. Here's how:
Dial up the AOL service. Do not minimize AOL (you will need to be able to see the Idle Timer messager if it appears & click on the "Yes" button to prevent timing-out). Create a "PRIVATE" chat room and leave the room "open" before going out to use alternate browser. Run and use Navigator (or IE) when you want to access WebCT and also to get full benefit from other web applications.

Here is another hopefully helpful resource: http://webmaster.info.aol.com/
(2)

Are your Browser Preferences set correctly?
Each browser uses a different route to get to and set the preferences. It is crucial to set preferences having to do with your Cache and with the browser's Java and Javascript capabilities.

In Netscape Navigator 4, go to the "Edit" menu and choose "Preferences". First, click on the word Advanced. Make sure that Enable Java, Enable Javascript, and Accept Cookies are all checked. Then, click on the 'plus' sign next to the word Advanced. Click on Cache, and make sure that the radio button Every Time is selected.

For Internet Explorer 4: For the View menu, select Internet Options, then General. The middle of the page refers to Temporary Internet Files. Choose Settings, then Every Visit to the Page. Then, from Internet Options, choose Advanced, then Accept Cookies, then Java JIT Compiler. Javascript is automatically enabled in Internet Explorer.

Once you have set the preferences, restart browser.
(4)

15  
Are you accessing from a networked computer (work, school, etc.)?
Contact that network's support staff and ask them to clear any firewall that would prevent you from accessing a "7900 port", "80 port", "4080 port",  Chat, Java, or Javascript (they should know what this means). We have no control over such variables. Nevertheless, your support staff may contact the Distance Learning HelpLine at jgubbins@westga.edu or (678) 839-6248 if they need help.
(15)

While in the middle of composing an e-mail message, the message box suddenly disappeared. (p)
14  
Are you accessing from a phone line that has call waiting - is it possible that someone called and kicked you offline?
Check with your specific Internet Service Provider; you may have to type *70, before the ISP connection phone number, in order to disable call waiting while you are online.
(14)

While in the middle of reading an e-mail message, the message box suddenly dsiappeared. (q)
Did you accidentally click your mouse one too many times or hit the "Minimize Window" or "Close Window" button?
Sometimes, when users become impatient they will click their mouse repetitively & cause computer errors -- log back in & try again.

Look at the bottom of your screen to make sure you did not accidentally minimize the chat room screen.

A closed window cannot be retrieved.
(16)

17  
Are you using AOL?
AOL has an automatic time-out feature:

To make sure that you are never timed out of your connection while in your WebCT course, launch a PRIVATE AOL chat window and minimize it. This will ensure that your connection is always "communicating" to AOL that you are still using its service.

Here is another hopefully helpful resource: http://webmaster.info.aol.com/
(17)

I sent an e-mail message, but the recipient said it was not recieved. (r)

19  
First, let's check to see if the message is in your out box...

Click on your Private Mail icon; choose the "Outbox" button from Mailbox table; Now make sure that you are in "Show: All" mode (hit the "Show All Messages" link that exists just above the mail message list location).

Do you see the message you thought was "sent"? If so, then there is no problem on your end. Contact the recipient & ask that they check their own "Inbox" again. If the message does not appear for the recipient, then the recipient needs to troubleshoot the problem on their end.

If you do NOT see the message in the outbox, the message did not send successfully... continue on with troubleshooting suggestions...
(19)

1  
Are you using Netscape 4.0 or higher?
If not, upgrade to Netscape 4.0 or higher; Netscape 6.0 is problematic, however, on some systems.
If you are a Macintosh computer user using Explorer 4.0, you will need to upgrade as well.
(1)

Are your Browser Preferences set correctly?
Each browser uses a different route to get to and set the preferences. It is crucial to set preferences having to do with your Cache and with the browser's Java and Javascript capabilities.

In Netscape Navigator 4, go to the "Edit" menu and choose "Preferences". First, click on the word Advanced. Make sure that Enable Java, Enable Javascript, and Accept Cookies are all checked. Then, click on the 'plus' sign next to the word Advanced. Click on Cache, and make sure that the radio button Every Time is selected.

For Internet Explorer 4: For the View menu, select Internet Options, then General. The middle of the page refers to Temporary Internet Files. Choose Settings, then Every Visit to the Page. Then, from Internet Options, choose Advanced, then Accept Cookies, then Java JIT Compiler. Javascript is automatically enabled in Internet Explorer.

Once you have set the preferences, restart browser.
(4)

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