Note: Your instructor is responsible for the interaction of course content pages. He/She should be the first one contacted when difficulties arise in this area.

What do you do when something goes wrong?

This section will give you ways you can get help or, perhaps, help yourself.

Troubleshooting

The first and best skill you can acquire when using computers is troubleshooting. This is a method of determining what the problem is and what is most likely the cause. The second aspect of this is the most important. That is why tech support personnel will first try to determine if the problem you are experiencing is global, meaning it's happening to everybody, or if it is local, meaning the cause may be specific to your particular login or computer. From the user's standpoint, this is rarely clear.

The following list is a suggested order of steps you can take in determining where the problem might be:

1. Try backing out and repeating what you did. Does the same error repeat again?
2. Quit your browser completely and go back in. Pay close attention to how you get stuck. Copy or write down any error messages you get - be sure to read them also as they may give you clues as to what you should try next.
3. If available, try a different computer or browser. See if there is a difference.
4. If the problem is only happening in a certain course, alert your instructor so they know you are having difficulty with your task. They may be able to help or give you an alternate method.
5. If it appears the problem is with the Chemeketa servers, we may very well be working on the problem, depending on the time of day or week. Try waiting an hour or overnight to see if things improve.
6. Call (503-399-7399) or email Chemeketa Online Technical Support at online@chemeketa.edu. Describe the problem in detail giving us as much information as you have. Please include the following:
   • Your full name
   • The course number, instructor, and CRN of the class you are having difficulty in.
   • The particular page or link that has the problem. Please use page titles or link text if possible.
   • If necessary, give your login and password* so that we can see exactly what you are seeing.

We are not allowed to ask you for your My Chemeketa PIN and you are not required to provide it. Doing so is strictly voluntary and will only be used to troubleshoot your problem.