6.7 Troubleshooting technical challenges

Trying to troubleshoot technical challenges can be frustrating at the best of times but when you’re just about to start a synchronous online session or an asynchronous assessment and suddenly something goes wrong, what do you do?

To minimize the possibility of technical issues, we recommend:

1. Keeping both your application software and your operating system up-to-date.
2. Familiarizing yourself with the technologies you’ll be using. Review the tool guides on the LT Hub website.
3. Running test sessions with your colleagues, course TAs or even family and friends to ensure you’re familiar with the tools.

There is help available through your instructional support unit and the LT Hub, but the information below may help you quickly resolve the issue yourself. If you run into technical challenges with your computer shortly before or during a synchronous online session, be sure to message your students (using your phone or through a TA/colleague) to let them know there is an issue.

General technical difficulties 

• Check the UBC IT Bulletins page for service outages. If there is a service outage, consider alternative ways you can contact students to alert them (e.g., sending an email via the SIS).
• Restart the application and try again, some connection issues are intermittent and restarting can resolve the issue.
• If you are having issues with a web application, try using a different browser.
• Restart your computer or handheld device, this clears memory and restores the device’s settings. 
• If possible, try a different computer. This will help you understand if the issue is with your computer or something else. 
  
  

Internet connection issues

• If possible, use a wired Ethernet connection as it will provide more stable connectivity.
• Check your Wi-Fi signal/Internet connection.
• Do not run a virtual private network (VPN), unless you are accessing a service that requires it.
• Try disconnecting and then reconnecting to your Wi-Fi network.
• Ask others in your home to temporarily stop using the internet (including streaming media or playing video games).
• Confirm with your Internet provider there isn’t an issue on their end.
• If you are still unable to connect, you can:
  • Set up a hotspot or tether your phone and computer to share the mobile connection (Android Links to an external site. | Apple Links to an external site.), if you have data available on your phone.
  • Consider connecting to a nearby a source of free internet (library, community centre, coffee shop, etc.).
    
    

Issues with Zoom

• UBC IT’s Zoom orientation
• UBC’s Zoom instructor guide

Issues with Canvas

Make sure you’re familiar with Canvas and its functionality.

• Check status.instructure.com Links to an external site. to see if there is an ongoing system outage or issues with a tool or component of Canvas.
• Look for help in the UBC Canvas Instructor Guide Links to an external site..
  
  

Issues you can’t resolve

• Contact your faculty instructional support unit. 
• Contact the LT Hub which can provide centralized, immediate support Monday through Friday (9:00-4:30 Vancouver | 8:30 – 4:00 Okanagan).