iCarnegie Technical Help and Troubleshooting

Technical Help & Troubleshooting

Technical Requirements

Technical Help and Troubleshooting

iCarnegie wants you to have a trouble-free experience with our service.

We have trained the iCarnegie instructors on guiding students through initial connection and configuration, and on how to help students with most common problems, especially those that are course related. If you are a student and your instructor cannot help you with a technical issue or is unreachable, please refer to the Troubleshooting Tips below, or you can contact help@icarnegie.com with specific details about your problem. Make sure to include the following in your message:

Your user name

Your course name

The page or assessment instance you are trying to work with

A description of the steps leading up to the problem

A copy of the error message text

A description of your computer’s operating system, browser and version

An indication if this is either (a) the first time you have tried this operation or (b) if it is a new problem with something that has worked for you in the past

We will attempt to respond within one business day.

Troubleshooting Tips

I lost my network connection to iCarnegie while I was working.
I have received an iCarnegie system error that I don’t understand.
I’ve forgotten my password.
My computer has crashed.
My browser is just hanging.

1. I lost my network connection to iCarnegie while I was working.
If you lose your network connection to iCarnegie while you are working, you may wish to keep your iCarnegie session open and try to submit your work when the network connection is restored. As long as your iCarnegie session is open, any work you have done can be submitted to the iCarnegie server when your network connection is restored.

You may lose your network connection for several reasons, including:

There is a network problem at your site. For example, your site may have lost its connection to the Internet.
There is a network problem on the internet between your site and iCarnegie.
There is a network or server problem at iCarnegie. For example, iCarnegie’s web server may be down.

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2. I have received an iCarnegie system error that I don’t understand.
We have worked hard to make our error messages easy to understand. However, you may occasionally get a system error message that iCarnegie did not anticipate. If so, you might see the words or phrases “Runtime error,” “System error,” “Syntax error,” “PHP,” “SQL” or “JavaScript” in the error message.

If you get a system error, please include the following information in an email message to help@icarnegie.com

The error message text
The HTML source of the page on which the error occurred -- To copy the HTML source of a page:
- Right-click on the frame that generated the message.
- Click View Source from the pop-up menu. The source text should appear in a text editor or viewer.
- Select the entire source file. Either left-click the mouse at the beginning of the file and drag the mouse over the entire document, or click Select all from the Edit menu.
- Copy the selected text.
- Paste the selected text into your email message.

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3. I’ve forgotten my password.
If you have forgotten your password, contact your instructor. Your instructor can change your password for you.

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4. My computer has crashed.
If your system crashes or your browser hangs while you are working, you must log in again to iCarnegie. If you were taking an exam or filling in a form when your system crashed, you will probably have to start the exam or form over from the beginning.

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5. My browser is just hanging.
If your system crashes or your browser hangs while you are working, you must log in again to iCarnegie. If you were taking an exam or filling in a form when your system crashed, you will probably have to start the exam or form over from the beginning.

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