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General Troubleshooting 

If you are having trouble with UTC Learn, listed below are a few general troubleshooting steps to take.

The new UTC Learn version relies heavily on your system to process pages; thus, if you have an older computer or browser, you will likely not have an optimal experience with the new version. With the new version, your computer's processing speed and memory will affect how quickly you interact with UTC Learn.

Browser Steps

  • Clear Your Browser's Cache. Sometimes errors are experienced due to cached files by your browser. Learn how to clear your browser's cache here at the Brookhaven National Laboratory Web Services page.

  • Use a Different Browser. See if you experience the same issue in a different browser. For Windows users, try Internet Explorer or Firefox. For Mac users, try Firefox or Safari. If the issue goes away, it is possible your issue is due to how the original browser you used is configured. UTC Learn recommends both Windows and Mac users use the latest version of Google Chrome or Mozilla Firefox.

  • Check Your Browser's Configuration. Check if your browser has JavaScript, cookies, and SSL enabled. Some functions in UTC Learn also require pop-up window blocking to be disabled. See this page on how to configure your browser.

  • Update Your Browser. Make sure you are using the most recent version of your browser. Consult your browser's help documentation on how to update it.

  • Windows Internet Explorer Users. If you use Windows Internet Explorer with UTC Learn, make sure you use Internet Explorer version 7 or higher; version 6 either will not work or will perform very poorly! UTC Learn also recommends you use the following two settings. Internet Explorer version 8 users also may benefit by enabling Compatibility View with UTC Learn's implementation of UTC Learn.
    1) Use the "Every time I visit the webpage" cache setting (how to)
    2) Set your security settings to "Medium-high": Tools menu > Internet Options > Security tab > select "Internet" zone > set to "Medium-high" (or lower) > click OK > restart Internet Explorer

Java Steps

  • Clear Your Java Cache. Since UTC Learn relies heavily on Java, sometimes errors are experienced due to cached Java files on your system. Learn how to clear your system's Java cache here.

  • Update Your Java Version. Since UTC Learn relies heavily on Java, it is important to make sure your version of Java is up-to-date. Learn how to update your version of Java here: Windows | Mac

System Steps

  • Update Your Operating System. Keeping your operating system patched with the latest updates and security patches is essential for a number of reasons. Learn how to update your operating system here: Windows | Mac

  • Reboot Your Computer. When all else fails, try rebooting your computer....it is amazing how often this step can fix an issue with your system.

Documentation

If you continue to experience a technical issue, please record the following information and provide this information to your instructor or support personnel to help better troubleshoot this issue:

  • any error message visible
  • the date and time the error occurred
  • detailed description of what happened and where in the course you were at
  • what operating system and browser (and versions of each) you're using: e.g., Windows 7/XP/Vista, Mac 10.6/10.5, Internet Explorer 7/8, Firefox 3.5/3.6, Safari 4/5, Chrome 8/9
  • if possible, provide a screenshot of the error; how to take a screenshot: Windows | Mac
  • your UTC ID
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