Troubleshooting problems accessing your Rio Hondo Virtual College course can seem to be very difficult. But by checking this FAQ (Frequently Asked Questions) list, you may find the answer you need to resolve your own problem.
If you do not find the answers to problems accessing your online course in this list then, feel free to contact the Rio Hondo Virtual College support staff via email, phone or drop-in to our office.
We can be reached via the WebCT Help Form, (NOTE: you must have an email address to use the help form).
By phone at (562) 692-0921 ext. 3077
Visit us on the fourth floor of the Library building (L400D).
Scroll down to see the list of Frequently Asked Questions.
Q: Why am I getting a "Warning" about parasites on my computer?
Q: What is my login ID and password for WebCT?
Q: My Class is missing from MyWebCT homepage
Q: Why when I try to login I get a "PerfectNav" web page.
Q: I logged into my course and its asking me for a Course Access Code, what is this?
Q: I'm trying to take my Quiz but it won't appear, I keep clicking on it but nothing happens?
Q: I'm trying to login to WebCT but it keeps trying to download "homearea.exe"?
Q: I try to login but get a blank page
Q: How should I keep my computer safe and updated to make sure WebCT runs smoothly
Q: Why am I getting a "Warning" about parasites on my computer?
A: Your computer is infected with Spyware / Adware which can cause Pop-ups, tracking of your surfing activities, and your computer to run slow and crash often.
You can try searching www.google.com for the name of the parasite found on your computer in order to learn more about them.
You may ignore the Warning if everything seem to be working properly in WebCT, while some parasites will not allow you to login to WebCT, others only cause problems with certain WebCT tools and some are do not affect WebCT but can be a security risk as your personal information is sent the parasite's server.
Internet professional's have given the following two programs high rating's for removal of the these types of programs. Both can be found at www.download.com. As with Anti-Virus software, make certain to run updates after installing either of these. Many Anti-Virus software is now detecting many of these parasites as well. Please update your Anti-Virus software and run a full scan prior to using one of these cleaners.
Spybot - Search & Destroy by PepiMK Software
Q: Why can't I login?
A: If you are unable to login to WebCT, it maybe for one of the following reasons:
1. You are using the wrong username and password
(IMPORTANT: remember both your username and password are case sensitive)
2. You are not presently enrolled in any courses that use WebCT.
3. The computer you are logging in with is not configured correctly.
Click here to use the "Browser Check" Fill out the entire "WebCT Help Form" and we will try and help determine the problem.
Q: What is my login ID and password for WebCT?
A: Your username is the first two letters of your first name; the first two letters of your last name; followed by the last four digits of your Student ID in ALL CAPS without spaces. Your password is STUDENT in ALL CAPS.
For example, Maria Smith whose student ID is 555552956 would logon as:
USERNAME: MASM2956
PASSWORD: STUDENT
Q: My Class is missing from MyWebCT homepage
A: If you have just added a course, it takes 1-2 business days for your class to appear. If this is not the case please fill out the entire "WebCT Help Form" and we will try and help determine the problem.
Q: When I click on a link to some course materials or try and start a quiz nothing happens or my browser crashes.
A: If you find that your computer is not displaying new information or links then your computer may be keeping a "cached" copy of the page in its memory in an attempt to decrease download time. It is important, with the constant changes being made to WebCT pages, that your browser always display the most recent version of the page.
To change the setting in Internet Explorer do the following:
1. Open Explorer
2. Click on "Tools" in the menu at the top of the window
3. Select "Internet options..." from the pull-down menu
4. Select the "General" tab
5. Click the "Settings" button
6. Change the settings to "Automatically"
7. Click the "OK" button
8. Click the "OK" button again
9. Restart your computer
Q: Why when I try to login I get a message telling me I "Do not have permission" or I get an "Internet Optimizer".
A: Symptoms:
When you click on link to logon to this semester WebCT, your browser is hijacked by the Internet Optimizer site and the following (or similar) message appears: These are not WebCT errors.
HELP/NAVIGATION ERROR - Forbidden
Access to this URL is Forbidden or a page that is from a group called PerfectNav
To Prevent Infection:
Ad-aware and SpyBot are simple to use tools for removing and preventing infection of spyware, adware and parasites including Internet Optimizer. Install at least one of these programs and run at least once to remove any items that they uncover. You can go to http://www.download.com to get these applications for free.
Possible Solution for an Internet Optimizer Infestation:
In Windows go to the Start menu and select Settings. Open the Control Panel and choose Add/Remove Programs.
Look for Active Alert and Internet Optimizer. If these entries are there, select Change Remove for each one in turn. Follow the steps to remove the program.
It has been known for these solutions to not completely remove the infestation or for re-infection to occur. Reinstallation of the Browser or worse the operating system is often the only cure. Alternatively install and use a different brand of Web Browser. As the problem appears to be limited to Microsoft products an alternative browser such as Netscape may be the only solution.
SpyBot and some virus checkers can be set to detect these nasties as they enter your system. However you must ensure that you keep your virus checker, spyware and adware checkers up to date to prevent re-infection as the attackers regularly modify their programs to get around common defenses.
One possible source of the problem is the Trojan Virus known as TROJ_IEFEATS.A.
Q: Why when I try to login I get a "PerfectNav" web page.
A: Symptoms:
Clicking on the semester WebCT logon link takes you to a PerfectNav search engine. This is not a WebCT error.
Solutions for PerfectNav
The PerfectNav problem is caused by your computer having the PerfectNav browser helper object that redirects your URL typing errors to PerfectNav's web page. Kazaa 2.6 has PerfectNav bundled with it. You will need to Uninstall Kazaa by going into your Control Panel;
Click the Start button
Click Settings
Click Control Panel
Open Add/Remove Programs
Highlight Kazaa
Click the "Remove" button.
This is a problem with the computer you are using to connect to WebCT. The computer has some 'adware' software installed on it which intercepts URLs entered by you, and redirects them through an adserver proxy host, which in turn tries to send them to WebCT. This periodically creates problems for people who use Internet Explorer. Sometimes you may be able to connect without a problem, and other times you won't be able to connect at all. Such software is often bundled with 'free' versions of 'ad-supported' software available for download from the internet, usually as an alternative to paying for a full-featured version with no ads. Depending upon your security settings in IE, such software may also be installed automatically when visiting certain web sites.
There are many different types of adware, and some of them are necessary for the proper functionality of some software with which they may have been installed. For example, many 'free' software programs downloaded from the internet have managed to offer their software for free because they have signed distribution agreements with the adware companies to bundle the adware with their own product. In some cases, you are free not to install the accompanying software, but in others you are obligated to use it if you wish to use the 'free' software as well. Also, not all adware-related software programs are easy or visible to uninstall, nor have we been able to identify which programs come with such software.
Known programs we have been able to identify include:
Kazaa Media Desktop v2.6 - comes with something called PerfectNav (and maybe others);
MySearchBar (and other 'hotbars') - various programs like IEFeatl!(?) and SubmitURL;
Internet Optimizer - not sure which software is installed but removing it apparently fixed the problem for one person.
| Source: | PerfectNav is bundled with Kazaa 2.6. |
| Classification: | Adware |
| Files: | PerfectNavBHO.dll, Tipb.exe |
| Vendor: | eUniverse |
| Detection: | Bazooka Adware and Spyware Scanner detects PerfectNav. Bazooka is freeware and detects spyware, adware, trojan horses, viruses, worms, etc. |
| Uninstall procedure: | Find an uninstall entry in "Add/Remove programs" if you see it click on uninstall |
Important Note: Virus Checker
A virus checker should be the first item installed even prior to attempting a fix for any login problems.
File Sharing Software:
If you tried the above recommendations and they failed to solve the problem then remove any peer-to-peer file sharing software, for instance Kazzaa, BearShare, Grokster or iMesh. File sharing software (commonly used to share music, software and movie files) can also cause problems with accessing WebCT.
Removing AdWare
If you want to try and remove these types of programs, the easiest way is if they are listed in the Add/Remove Programs applet of your Control Panel (Start -> Settings -> Control Panel -> Add/Remove Programs). Look for programs which may be unfamiliar to you, or have something in their title about searching, internet, url, optimizer etc. If you are sure you wish to try and remove it, uninstall it and reboot the computer. Try to access WebCT and see if the problem has resolved itself, otherwise you can try to uninstall another one.
Alternatively, you can try a program called Ad-Aware from http://www.lavasoft.com which will attempt to identify and offer to remove adware which is known to its database (reference file). We do not have any first-hand experiece with this software but it has been recommended in other instances as being effective in removing ad/spyware from computers. However, some software you may have installed may cease to function properly if you remove any adware upon which it may depend.
If you experience this problem and are able to resolve the problem, please contact vcsupport@riohondo.edu and let us know what your solution was (and if you were able to identify how the software was installed e.g. bundled with a particular application or installed upon visiting a website.)
Q: I logged into my course and its asking me for a Course Access Code, what is this?
A: The instructor of your course may have selected a textbook publisher that requires an access code. To obtain full access to the course, you must first purchase and register your Access Code. Access codes are not your WebCT ID's, Usernames, or Passwords. If you did not receive an Access Code with your text book, you may purchase an access code online, or at Rio Hondo College bookstore.
If you are having problems with your Access codes please contact your Instructor. Your Instructor may refer you to the Rio Hondo College bookstore or the WebCT Access Code support found below.
Toll Free Access Code Support #: 1.877.855.3238
>> Purchase Access Code online
Q: I'm trying to take my Quiz but it won't appear, I keep clicking on it but nothing happens?
A: If you have installed a pop-up disabling program, you must disable it when using WebCT. You will be unable to access quizzes while your pop-up disabling program is enabled.These applications work in the background while you browse the internet. When they detect a pop-up window that may be an unwanted advertisement, they automatically close the window. Unfortunately, they also inhibit WebCT from performing properly. If you are unable to view Discussion postings, Quiz windows, and download links, then search your hard drive for any software with "pop-up" in the name and disable it.
Note: Norton Internet Security 2003 has an automatic ad-blocking setting that must be disabled for WebCT to perform properly. Please disable this function within Norton.
Some popular pop-up killers include:
:: Pop-Up Stopper
:: Pop-Up Defender
:: Pop-Up Zapper
Q: I'm trying to login to WebCT but it keeps trying to download "homearea.exe"?
A: Although WebCT is a web-based program, it is still executable. Your Netzip Download Demon is attempting to download the homearea.exe which is not a downloadable file.
You have two options for addressing the Netzip Download Demon problem:
Option 1 - Uninstall Netzip Download Demon.
Option 2 - Configure Netzip Download Demon in order to disable it while you are online with WebCT.
Netscape Smart Download is another program that may be attempting to download homearea.exe. If you disable this program, you should be able to access your class.
Q: I try to login but get a blank page
A: If this happens, it means you have disabled Scripting please enable. To enable:
1. Open Explorer
2. Click on "Tools" in the menu at the top of the window
3. Select "Internet options..." from the pull-down menu
4. Select "Security" Tab
5. Click on "Custom Level" Button
6. Scroll down to "Scripting" and choose "Enable"
7. Click OK
Q: How should I keep my computer safe and updated to make sure WebCT runs smoothly
A: Always make sure you do a Virus Scan and Windows Updates weekly. If you are unsure how to do a Windows Update please click here.
Q: When I try logging in to my course, there is already a username and password there. What is going on?
A: You might have it set up where your browser automatically enters the password and username for you. To avoid this from happening. Do the following:
1. Open Explorer
2. Click on "Tools" in the menu at the top of the window
3. Select "Internet options..." from the pull-down menu
4. Select "Content" Tab
5. Click on "AutoComplete" Button
6. Uncheck boxes for "Usernames and Forms"
7. Click OK
|
Course Log in Course Listing Course Support Computer_Requirements Orientation Info Tools for Success WebCT Tutorials Frequently Asked Q's |
|
Faculty Services Faculty Resources Training Calendar Workshops |
|
Virtual College Home Registration_Information Faculty Websites Text Books Contact Us |