Tech Support Directory

Tech Support Directory

Support Departments Directory

The common issues associated with eCourses are supported by three different departments at PV and by one outside company, Instructure, the makers of Canvas.  SCROLL DOWN FOR SOLUTIONS TO COMMON ISSUES.

Support Departments
Department Full Name Support Areas Email/Ticket System Phone
CITE Center for Information Technology Excellence
  • Logging into eCourses through Single Sign On
  • PVPlace, Panthertracks, VDI (Mydesktop), PV email, Laptop Checkout

cite@pvamu.edu

CITE Helpdesk Ticket System Links to an external site.

936 261 2525
CIITS Center for Instructional Innovation & Technology Services
  • All issues associated with eCourses after logging in except removal of Taskstream submissions.
  • Third party tools integrated into eCourses (TurnItIn, Connect, InQuizative, Respondus Lockdown Browser, Proctorio, PVUTube, etc.)
  • Zoom

CIITS Helpdesk Ticket System Links to an external site.

936 261 2383
IRE Institutional Research & Effectiveness
  • Removal of Taskstream submissions, includes submissions from previous semester in same course
 taskstream@pvamu.edu N/A
Instructure Support Instructure Support
  • Supplemental support to CIITS on issues associated with eCourses.
  • Available 24/7 via Chat or Phone
  • There are several issues CIITS can address Instructure does not.  Primarily:
    • Third Party Tools
    • Setting Up Course Shells

When logged into eCourses

 Click on Resources  -->Chat with Canvas Support from the Canvas menu.

Resources tab with life perserver

 844 394 2781

Solutions to Common Issues

Can't Log into eCourses

Are you able to Log into PVPLACE?

Check Answer

One or more of my classes is missing in eCourses

Classes are populated roughly 10 days before the beginning of each term, but may not be made available to students until the first week of class. 

You can see classes you are enrolled in, but have not been opened by your instructor by clicking Courses on the purple Canvas Menu, then All Courses.  If the course is listed, but says Not Published, you are enrolled, but the instructor has not released it to you yet.  Contact the instructor for further information. 

Late Start Classes

Second 8 Week,  Second Summer Session and Three week classes are not populated at the beginning of the term.  Look at the class start date on your schedule to see if you have a late start class. 

What if my class doesn't show up in the All Classes section?

Look in Panthertracks, Can you see the course on your schedule?

Check Answer

My class was in eCourses, but is gone now

Classes for the current term that have not ended (e.g. 1st Summer or 1st 8 Week classes) may disappear from eCourses if they are dropped from your schedule.  Typically this occurs right after payments are due.  Check Panthertracks to see if you are still registered for the course.  If it has been dropped, contact either your advisor or the registrar's office for assistance in getting it reinstated.  

If the course appears on your schedule and is still missing in eCourses, submit a ticket to the CIITS helpdesk Links to an external site. or call 936-261-3283.

I need the code or password for Respondus Lockdown Browser

There is no code for the Respondus Lockdown Browser.   If you are asked for a code you likely downloaded Respondus 4.0 which is only for faculty use.  Use the Campus Respondus Lockdown Browser link Links to an external site. to get the correct files.

Other Respondus Lockdown Browser Issues

Please follow the troubleshooting instructions here Download here. If you are still unable to take your exam, you may need to go to a PV campus library or computer lab or use another device to take the exam. 

I can't submit to Taskstream

Choose your specific issue

Check Answer

I need help with Zoom

If you get a message indicating your user does not exist,  submit a ticket to have a user setup.  If you are faculty member who started with a non-PV email you can only access Zoom using your @pvamu.edu address.   You will need to wait until a @pvamu.edu is assigned to link into Zoom.

Submit a ticket to CIITS Helpdesk Ticket System Links to an external site.

My test timed out/wifi issues

First, contact your instructor and let them know.  Instructors are more likely to give consideration to technical issues if they receive prompt communication from you.  Once a quiz is started in eCourses the clock continues to run even if you are logged out of the quiz. 

In most cases eCourses provides a message if your network bandwidth is low.  If you see this message you may need to move closer to your router, plug an Ethernet cable into your device if possible, or use another device.  

If you do not have a stable wifi connection, you have the option to go to New Science 123, the MSC Computer Lab, or the Library.  The Library has wifi throughout.  Laptops are available for checkout in the MSC and on the 2nd and 3rd floors of the library.

eCourses won't accept my assignment submission

eCourses only rejects files when they do not match the file type requirements set by the instructor or are more than 1 GB in size (rare).  For example, many instructors require MS Word (.doc, .docx) or PDF files only.  If you are using Pages, that file type can not easily be read by users without Macs, thus many instructors do not accept them.  You will need to convert your submission to the correct file type.

To convert a Pages files to Word: File-->Export To-->Word dialog screens  

  1. Click File
  2. Click Export To
  3. Choose Word