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Common e-Companion Problems

For help with course websites, please call 766-HELP or e-mail

The most common cause of website problems is browser issues. Due to recent browser upgrades, there have been many compatibility issues. Some of the known requirements, symptoms, and issues and their solutions are listed below. For more specifics, please see the "Instructions for Standard Teaching Tasks" for the course website platform you are using.

  1. For eCompanion, we are getting many questions about eCompanion error messages or page-rendering failures. ("There has been a problem with your authentication...") Here are the two fixes that seem to be most applicable at this time:

    • For Safari (or Firefox) on a Mac, alter Preferences to accept cookies.
    • For Internet Explorer, clear the cache ("Delete browser history", including Favorites, under Tools).
  2. In general, make sure your browser is supported by the platform. Do not upgrade to a new browser version without ascertaining support. For eCollege/eCompainion, see the suppport policy under "Technical Help" on the login page. For Course Studio, see the link "Supported Browsers" on the WyoWeb login page, and heed the warnings that you might get.

  3. For a possible quick fix, switch browser products (from Firefox to Internet Explorer, from Safari to Firefox, etc.).

    This might resolve: PDF file upload hangs, in Course Studio. Use IE.

  4. Particular version of Internet Explorer, such as 7, o4 8.0.7601.17514, not working in eCollege/eCompanion.

    This might explain: 

    • "System Error on /"
    • a message about a missing key
    • no action on some instructor operation or menu or link.

    Solution:  Find cache, or "Temporary Internet Files," and delete everything (select all options). OR upgrade IE 8 to a newer version. OR try Compatibility View on IE (the broken-page button OR the Tools menu).

  5. Virus on campus computers.

    Might explain:  In eCollege/eCompanion, drop-down menu failure (no items shown).

    Solution:  Call your IT departmental consultant.  Quickly.

  6. In eCollege/eCompanion, the standard error message "There has been a problem with the page...":

    Solution:  Clear cache as in #5, enable pop-ups, lower security level to medium or low.

  7. In eCollege/eCompanion, for general indeterminate problems, you can try refreshing the DNS (domain name service, which allows your computer to find another by URL) and a power cycle, as suggested by Pearson:

    1. Flush DNS cache:  On your computer, go to "Run" under your start Menu. Type in CMD and hit Enter to open the Command window, wherein type:
      ipconfig /flushdns
      If done successfully, you will see the message "successfully flushed the DNS resolver cache"
    2. Perform a power cycle on the network: Turn your computer off, unplug each accessible piece of networking equipment and leave unplugged for about 30 seconds,plug each back in and allow it to fully turn on, then turn your computer back on and try again.

    Last update: 2 August 2012; mvbw

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