This page has answers to questions students most often ask UW Learning Innovations TechSupport. Additional resources are available without a username and password to anyone at the UWLI TechSupport Portal at http://learn.wisconsin.edu/tsp.asp The View an Online Course link, near the top of the page, and the FAQ (Frequently Asked Questions) link, near the bottom of the page, are often helpful.

Once courses open these items are available at:

1. Log-in at https://uwli.courses.wisconsin.edu
2. At the right side of the page then presented, near the bottom of the "Technical Support" box, click on the overview and/or FAQ links.

Course Access: You may be in one degree program and taking courses from different offering institutions; such as UW-Oshkosh and UW-Colleges. In this case, you'll find that your courses may live at different web addresses. In this case, you will have different usernames and passwords for each. Check your Welcome letter/s or email/s for the correct addresses and usernames and passwords:

UWLI is at https://uwli.courses.wisconsin.edu

UW Colleges is at https://uwc.courses.wisconsin.edu

I can't see my course listed on the web site: Check for plus,"+", boxes in the module called My Courses. If there are plus,"+", boxes, click on the"+", to expand it and your class should be listed. If you are sure you are enrolled in a course and the course still doesn't appear in the My Courses module, please contact us at techsupport@learn.uwsa.edu.

Error Messages : When attempting to enter the coursesite (D2L), you receive a RealOne Player error message, "A general error has occurred" message or if Real Player indicates it cannot locate an update. Most likely you need your D2L Pager sound function disabled. The computer is trying to play the Pager announcement sound and produce the first D2L page at the same time, and this conflict produces the error.

You may do this yourself in D2L if the first page loads:

1. At the left of the page, in the Welcome box, click on the My Preferences link
2. In the page then displayed, near the top right, click on the Pager tab
3. In the page then displayed, in the "Incoming page Sound" area, click on the circle by the, "no noise" setting.

Or , if you can't get to the first page, contact TechSupport at techsupport@learn.uwsa.edu or, toll-free,
1-877-724-7883 and we will change it for you. If you are getting other messages please contact us at the above address or number and supply the full text of the error message and the procedure you where following prior to it appearing.

The HTML 500 Internal Server Error may be generated by high demand on the D2L servers. This especially at the start of a semester/session when many users are trying to work at the same time and during exam and grading periods as those functions require high server capacity. The system is usually busiest from 9:00 AM to 5:00 PM weekdays. If you get the 500 Error, first try to access the system outside of those times. However, please contact us at techsupport@learn.uwsa.edu or, toll-free, 1-877-724-7883 if you repeatedly get the 500 Error message.

Quizzes: Be certain to Save quiz questions as you go, or definitely save each page of answered questions.

If your machine freezes up and there are multiple quiz attempts available, you may close your browser, reboot the machine, log back in to D2L, open the quiz, and continue taking the quiz. You should be able
to pick up where you left off.

If you are allowed only one quiz attempt (this varies from course to course) contact your instructor to explain your situation and ask their permission to retake the quiz. Your instructor may be able to do this directly or contact TechSupport.

Given web uncertainty this does happen occasionally and an incomplete quiz will greatly reduce your final course grade so don't be shy about contacting as many people as needed to resolve the situation.

How do I change my D2L username/password? Because the UWLI D2L username and password are tied into the rest of your records they may not be changed.

Posting Discussions:

* Active Web and Email links:

When using the D2L course / Discussion / Add message large white rectangle posting area, one needs to NOT have the "in HTML" box checked if one wants copied and pasted hyperlinks to appear as active links once the Discussion item is submitted (they won't appear active until the Submit button is clicked). It may seem more intuitive that one WOULD have to have the box checked but such is not the case.

* Text Format:

The D2L course / Discussion / Add area is in simple text format to allow postings to display on anyone's computer screen regardless of size and/or settings. What this means to you is that if the paragraph, font, etc. formatting is important in the posting, such as would be the case in an English Literature or Research paper course, you need to post such a document as an attachment to the Discussion rather than copying the original word processing document and pasting it into the Discussion / Add rectangle. Just copying and pasting will lose all the special formatting when the item is displayed on someone else's machine.

To post documents as attachments to the Discussions use the Browse button at the bottom of the Discussion / Add area by the Attach File box to find the saved document on your machine's hard drive and attach it as you would an attachment to an email message. Type in any needed directions or comments regarding the attachment in the large white Add rectangle and then hit the Submit button at the bottom right of the Add area.

Regarding those saved documents you may be attaching to a Discussion, unless your instructor specifies otherwise, to insure as many of your classmates as possible can open and read them, they should be saved as Rich Text Format (.rtf file name extension) rather than the default Word (.doc file extension), WordPerfect (.wpd file extension) or Works (.wps file) formats.

To do this:

1. When you have completed typing your document, click the < File > command button at the upper left of the word-processing window
2. In the menu displayed click the < Save As > command as opposed to the usual < Save > command
3. In the < Save As > box then produced, near the bottom, click the down-arrowhead next to the < Save as type > sub-box
4. In the list displayed (you may have to scroll through the list to find it) click on < Rich Text Format (*.rtf) >
5. Then fill in the < File name > sub-box as you wish and use the < Save in > sub-box (near the top of the Save As box) to direct your machine to save the document to someplace easy-to-find such as your Desktop or a folder you have created for your course work.

When you are then submitting the coursework in the course's Dropbox or a Discussion use the Browse button in the submittal form (box) to find the saved .rtf document and click on its title to attach it to your Dropbox or Discussion submission. This is similar to the process used when one makes an attachment to an email message.

A special note for Microsoft Works users:

Students using the Microsoft Works; as opposed to Word, word processing software; apparently have to save any Works document as an .rtf document before they can even copy and paste from it to the D2L / Discussion / Add message large white rectangle posting area. If they don't, after the item is submitted, others see only lines of 12 point squares.