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Desire2Learn Questions and Fixes 

You can review the topics below. 

  1. "Session Timed Out" errors
  2. When I login to Desire2Learn I am sent back to the login screen instead of into "My Desire2Learn"
  3. What's this "Session Already Running" message?
  4. When I click a button, nothing happens. I get "Error on page".
  5. What are common errors in Desire2Learn and how do I fix them?
  6. When I click on the Syllabus link in my course, I get a blank screen. Others are able to view it.
  7. Why am I getting the error "You are not authorized to view this page"?
  8. How come I see a red X or coffee cup image when I try to add an attachment, post a file, open a chat room window or turn on HTML Creator?
  9. How do I view Microsoft Word Documents if I do not have Microsoft Word on my computer?
  10. How do I view a Microsoft PowerPoint file if I do not have the software on my computer?
  11. When I select a Word or PowerPoint file in my course, and click Open, it doesn't open within my browser.
  12. When I right-click on a Word or PowerPoint link in Vista and select "Save Target As,"I get the error. "Internet Explorer cannot download from... Internet Explorer was not able to open this Internet site. The requested site is either unavailable or cannot be found. Please try again later."
  13. What can I do to improve the speed of Desire2Learn?

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1. “SESSION TIMED OUT” ERRORS
     Refresh browser and log in again.  If that doesn’t work, close and then re-open the browser.

Note: Setting the time zone, date, and can affect your “session timed out” errors.

  1. Double-click the date/time located on the task bar -- typically the bottom right
    corner of screen
  2. Date & Time [tab] -- set correctly
  3. Time Zone [tab] -- set correctly -- typically Eastern Time (US & Canada)
  4. Apply [button]

2. When I login to Desire2Learn I am sent back to the login screen instead of into 
    Desire2Learn. What do I do?


ANSWER:  This is a known issue some call the "Login Loop."  First, close the browser, open it, and try logging in again.  If this doesn't resolve the problem, this issue may be due to a number of reasons.

Step 1.  Are you using AOL?  If so, connect to the Internet using AOL, and then minimize your AOL browser. Then, open a supported browser (such as Internet Explorer 6, Netscape 7.2 or Firefox 1.5.2) and log into your Desire2Learn course.

Step 2.  Check your computer’s configuration and ensure you:

Are using a supported browser (see above)
Disable pop-up blockers –
Enabled cookies - Have the correct version of Java installed:
Version 1.4.2. To  get the latest version of Sun Java, go to 
http://java.sun.com/j2se/1.4.2/download.html. Please Note: Version 1.5 is NOT supported by Desire2Learn.

Step 3. Uninstall any browser toolbars/search bars (e.g., Google, Alexa, Yahoo, HotBar, WebSearch, WebFunProducts, etc.), since these are known to interfere with the Desire2Learn login process. Do this by Clicking your Start button > Control Panel (or Settings) > Add/Remove Programs > find the toolbar and click Remove.

Step 4. You may have spy ware on your computer. To get rid of spy ware and adware, you can download one of these free programs. Bazooka Adware and Spy ware Scanner http://www.kephyr.com/spywarescanner/index.html

SpyBot Search and Destroy http://www.safer-networking.org/
Lavasoft Ad-Aware http://www.lavasoftusa.com/software/adaware/ 

Step 5. Disable any "Accelerators" you might be using in conjunction with your ISP. This would include EarthLink Accelerator, BellSouth Accelerator Technology, as well as any personal "Internet accelerators" you may have (downloaded and) installed.

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3. What's this "Session Already Running" message?

ANSWER:  The "Session Already Running" issue is technical.  Here are some things to try to diagnose and fix your "Session ..." problem.  First, you cannot have more than one Desire2Learn window open at a time. Please close all browser windows and try logging on again. If this doesn't resolve it, try each of the following steps, restart your computer, and then try to login again.

Step 1. Don't try to access Desire2Learn from a Bookmark or Favorite link. Access it by always typing in your home college’s login URL into the address bar.

Step 2. If you have Toolbars/Search Bars (Google, Alexa, Yahoo, HotBar, WebSearch, WebFunProducts, etc.) that have been installed on your browser by a third party, this may cause this error also. These can include spy ware that can hijack your browser. To get rid of spy ware and adware, you can download one of these free programs.

Remove the Search Bar and try logging in again after restarting your PC.  To remove unwanted Search Bars, on your PC, click Start > Settings > Control Panel > Add/Remove Programs > scroll down looking for the title of your search bar > click Remove.

Step 3.  Disable any personal Firewalls (such as Zone Alarm or Norton Antivirus) during your Vista session.

Step 4.  Disable any "Accelerators" you might be using in conjunction with your ISP. This would include Earthlink Accelerator, BellSouth Accelerator
Technology, etc.

Step 5. If all else fails, download and install Netscape 7.2 or Firefox 1.5, and use either of these browsers to connect to Desire2Learn.

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4. When I click a button, nothing happens. I get "Error on page".  What am I doing
    wrong?


ANSWER:  
If you are having problems uploading and attaching files in Desire2Learn, or clicking any button for that matter, and nothing happens, Java may be your problem.  A number of the functions of Desire2Learn interaction are Java related.  Therefore, we recommend that you first uninstall all copies of Java and then re-install the supported version, Sun JRE 1.4.2_xx, which can be found at
http://java.sun.com/j2se/1.4.2/download.html

Microsoft Java or the Sun JRE can be uninstalled by navigating through the Windows menu structure as follows:

Step 1.  Click the Start button on your computer.
Step 2.  Click Control Panel (If you do not see Control Panel listed, click on Settings, then click on Control Panel.)
Step 3.  Add/Remove Programs. 
Step 4.  Look for Java 2 Runtime Environment. 
Step 5.  Click Remove Sun Java(TM) 2 Runtime Environment, Standard Edition.
Please remove all copies or versions of Java, and restart your computer. 
Step 6.  Then, go to 
http://java.sun.com/j2se/1.4.2/download.html

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5. What are common errors in Desire2Learn and how do I fix them?

ANSWER:
Errors Include:

  • Incorrect username/password
  • Browser crashes
  • Keep getting kicked back to the Institution Listing page (logon loop)
  • Session Timed Out, Requires Guest Access Error
  • Session Already Running Error
  • HTTP 403 Forbidden or Access Denied Errors
  • Unexpected System Exception Error
  • System Busy or Server Busy
  • Error on Page

POSSIBLE FIXES: 

  • Complete the Browser Check under the Desire2Learn Student Orientation
  • Make sure you are entering the correct user name and password per your program's/campus' login protocol for Desire2Learn.
  • Are you entering the correct case (Caps Lock key off)?
  • Do NOT bookmark the Desire2Learn login page (always login via a link from your home college’s site)
  • Check your browser (AOL and MSN have issues – make sure you are using a supported browser (IE 6, Netscape 7.2, Firefox 1.5)
  • Set Internet Options for Internet Explorer (In your browser window, click the Tools menu at the top > scroll to Internet Options).  Follow these instructions:
    • General tab:
      • Delete Cookies
      • Delete Files - including offline content (aka, clearing cache)
      • Settings > Every visit to the page
        • (often this fixes Session Timed Out errors and problem with getting kicked back to Institution Listing page - logon loop)
      • Clear History
    • Security tab:
      • Move slider to “Medium” or lower (or click Default Level, which changes it to Medium)
        • The following is necessary for the Local Content tool in Desire2Learn:
      • Add Desire2Learn URL as a Trusted Site (Trusted Sites icon > Sites button > uncheck Require server verification (https:) for all sites in this zone > type Desire2Learn URL  Add)
    • Privacy tab:
      • Move slider to “Medium” or lower
        • (if a High level of security is desired, click Sites and add the Desire2Learn URL – e.g., vista.gsu.edu, vista.usg.edu)
      • Advanced > Override automatic cookie handling > Always allow session cookies
        • (if they’re experiencing the log-on loop, i.e. keep getting kicked back to Institution Listing page)
      • Uncheck Block pop-ups (if on XP Service Pack 2)
    • Content tab:
      • AutoComplete > Clear Forms & Clear Passwords
    • Connections tab:
      • (if using a Proxy server) LAN Settings > Advanced > in the Exceptions box, type Desire2Learn URL – e.g., vista.gsu.edu; vista.usg.edu (need the semicolon)
    • Advanced tab:
      • Check “Disable script debugging”
      • Un-Check “Display a notification about every script error"
      • Un-Check “Show friendly http error messages”
        • (especially if getting Session Timed out error, Session Already Running error, HTTP 403 Forbidden or Access Denied errors)
      • Check “Sun Java 2…”
      • Un-Check Microsoft VM “JIT Compiler...” (if present)
    • OK, then close browser and re-open it

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6. When I click on the Syllabus link in my course, I get a blank screen. Others are able to view it. What's happening?

ANSWER: If you are using Internet Explorer and have Windows XP Service Pack 2 installed on your computer, IE will, by default, block Desire2Learn from downloading files to your computer.  It will especially prevent MS Office documents (Word, PowerPoint, Excel) from opening (whether or not they are in a new window).

To allow downloads (or the ability to view the Syllabus or any MS Office file) through Desire2Learn, look for a pale yellow information bar near the top of the page that says:

To help protect your security, Internet Explorer blocked this site from downloading files to your computer. Click here for options...

Click on this message, then Download File.  Find the Syllabus or file link in your course and click it again.  You will then be prompted to Open the file (either in the browser window or a separate window) or Save the file (to your computer for viewing later).

If this problem continues to persist, take the following steps to allow Web sites to automatically prompt when downloading files and software (bypassing the pale yellow Information Bar):

  1. Open Internet Explorer.
  2. On the Tools menu, click Internet Options.
  3. On the Security tab, click Custom Level.
  4. To turn off the Information Bar for file downloads, in the Downloads section of the list, under Automatic prompting for file downloads, click Enable.

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7. Why am I getting the error "You are not authorized to view this page"?

ANSWER:
  If you receive a You are not authorized to view this page error:

Step 1.  In Internet Explorer, click ToolsInternet OptionsAdvanced tab > under the Browsing section, un-check Show Friendly HTTP errors > click OK.

8. How come I see a red X or coffee cup image when I try to add an attachment,
post a file, open a chat room window, or turn on HTML Creator?


ANSWER:
  You need to install the Sun Java JRE (Java Runtime Environment) plug-in on your computer. Go to http://java.sun.com/j2se/1.4.2/download.html and click on Download J2SE JRE and follow the on-screen instructions to install Java. You will need to restart your computer.

This will install Sun JRE version 1.4.2_xx.  Even though this is not the latest version of the Sun JRE, it is the latest one supported for use with WebCT Vista. 

Also, if the Java Plug-in is installed and you restarted your computer, yet you are still seeing the red X or coffee cup, make sure Java is enabled in your browser by doing the following:

Step 1: Click Start in the lower left of your PC.
Step 2: Click Settings, then Control Panel.

Step 3:
Double-click Java Plug-in.
Step 4:
Click the Browser tab.
Step 5:
Check each of the browsers listed.
Step 6:
Click Apply.
Step 7:
Click the X to close the Java(TM) Plug-in Control Panel.

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9. How do I view Microsoft Word Documents if I do not have Microsoft Word on
    my computer?


ANSWER:
 Follow the instructions below to view a Microsoft Word file if you don't have Microsoft Word on your computer:

Step 1. Go to http://www.microsoft.com/office/000/viewers.asp
Step 2.
Select the link labeled "Microsoft Word."
Step 3
. On the next page will be a small box along the right-hand instructing you to Download the file.
Step 4
. You will then be prompted through a download and installation process. A window will appear. Choose the option to "Save."   
Step 5
. A "Save As" box will appear. Give the file a name and choose the location you wish to save it on your computer. Press "Save."
Step 6. Once it is finished downloading, go to the area of your computer where you saved the file open that file and it will begin an installation process. Follow the steps of the installation process.
Step 7. When it is done installing, you can then open the program and view the Microsoft Word Documents.

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10. How do I view a Microsoft PowerPoint file if I do not have the software on my
     computer?


ANSWER:
 Follow the instructions below to view a Microsoft PowerPoint file if you don't have Microsoft PowerPoint on your computer:

Step 1. Go to http://www.microsoft.com/downloads/details.aspx?
familyid=428D5727-43AB-4F24-90B7-A94784AF71A4&displaylang=en

Step 2.  On the next page will be a small box along the right-hand instructing you to download the file.
Step 3
.  You will then be prompted through a download and installation process. A window will appear. Choose the option to "Save."   
Step 4
.  A "Save As" box will appear. Give the file a name and choose the location you wish to save it on your computer.  Press "Save."
Step 5.  Once it is finished downloading, go to the area of your computer where you saved the file. Open that file and it will begin an installation process.  Follow the steps of the installation process.
Step 6
.  When it is done installing, you can then open the program and view the Microsoft PowerPoint files.

If you have any further questions, please contact us for support.  Thank you. 

11. When I select a Word or PowerPoint file in my course, and click Open, it
     doesn't open within my browser.


ANSWER: 
If you are using Internet Explorer, Microsoft Office files (Word, PowerPoint, Excel, etc.) will typically open within the browser window.  However, if when you select the file and click Open and it doesn't open in the browser, do one of the following:

Option 1: Save the file to your computer and then open it from there within the file's program.
Option 2:
Configure PowerPoint and optionally other file types to open in a new window automatically following these steps:

  1. On your Desktop, double-click My Computer.
  2. On the Tools menu (or the View menu), click Folder Options (or click Options).
  3. Click the File Types tab.
  4. In the Registered file types list, scroll down and click the PowerPoint document type (PPT).
  5. Click the Advanced button (or click Edit).
  6. Un-check Browse in same window (or un-check Open Web documents in place).
  7. Optionally repeat this process for other file types (DOC for Word, XLS for Excel, PDF for Adobe Reader, etc.)
  8. Click OK.
  9. Close the Folder Options window and My Computer.

Now, when you select a PowerPoint document in Desire2Learn, it will prompt you to Open or Save.  Click Open to view the slideshow in full-screen mode in a separate window.  If you also configured Word using the steps above, the Word document will open in a separate window.

If you are using a browser other than Internet Explorer, you will always be able to choose whether to Open the file (automatically opens the program that runs that file) or Save the file to your computer for later viewing.

12. When I right-click on a Word or PowerPoint link in Desire2Learn and select "Save Target
     As," I get the error: "Internet Explorer cannot download from... Internet Explorer
     was not able to open this Internet site. The requested site is either unavailable
     or cannot be found. Please try again later."


ANSWER:  In Internet Explorer, left-click on the link to a Word, PowerPoint, or Excel file in Desire2Learn and choose Open to view the file in the browser or Save to download it to your computer. 

13. What can I do to improve the speed of Desire2Learn?

ANSWER:  There are THREE steps you can take to improve the speed of Desire2Learn:

First: Check the amount of space allocated for temporary internet files in your browser:

Step 1.In Internet Explorer (IE) click Tools
Step 2.  Click Internet Options

Step 3.  Click Settings...  Increase the setting for temporary files "Amount of disk space to use:" so that it is 20,000MB.

Second: Confirm that you only have ONE version of the Java Plug-in on your computer.

  • PC Users:  To un-install any existing versions and then re-install the correct plug-in on your PC, please click here
  • MAC Users:  If you are using a MAC, please click here to determine which version of the Java plug-in you have on your computer.  To remove a version of the Java plug-in, please click here.

Third:  Delete your browser cache by following the instructions below:

Clearing Cache Settings:
Clearing your cache can significantly improve the speed and performance of your browser. The following procedures provide steps to clear the cache memory for a variety of browsers.

Firefox for PC

  1. From the top menu bar, click Tools and select Options.
  2. Click Privacy.
  3. In the Cache section, click Clear.
  4. Click OK.  

Internet Explorer 5.0 for PC

  1. From the top menu bar, click Tools, and select Internet Options.
  2. Click the General tab.
  3. Click Delete Files.
  4. Click OK on the Delete Files dialog box.
  5. Click OK. 

Internet Explorer 6.0 for PC

  1. From the top menu bar, click Tools, and select Internet Options.
  2. Click the General Tab.
  3. Click Delete Files.
    NOTE: Be careful NOT to select Delete Cookies instead of Delete Files as this will remove all the cookies stored on the computer.
  4. Click OK on the Delete Files dialog box.
  5. Click OK.

Netscape 6.x and 7.x for PC

  1. From the top menu bar, click Edit, and select Preferences.
  2. Click Advanced.
  3. Click Cache.
  4. Click Clear Memory Cache button.
  5. Click the Clear Disk Cache button.
  6. Click OK. 

Netscape 6.2 for Mac

  1. From the top menu bar, click Edit, and select Preferences.
  2. Click Advanced.
  3. Click Cache.
  4. Click Clear Memory Cache button.
  5. Click the Clear Disk Cache button.
  6. Click OK. 

Netscape 7.x for Mac

  1. From the top menu bar, click Edit, and select Preferences.
  2. Click Advanced.
  3. Click Cache.
  4. Click Clear Cache button.
  5. Click OK. 

Safari 1.0 for Mac

  1. From the Safari menu select Empty Cache.
  2. At the Are you sure message, click Empty. 

Firefox for Mac

  1. From the top menu bar, click Firefox, and select Preferences.
  2. Click Privacy.
  3. In the Cache section, click Clear.
  4. Click OK. 

Mozilla 1.4 for Mac

  1. Click Edit, and select Preferences on the menu bar.
  2. Click Advanced.
  3. Click Cache.
  4. Click Clear Cache button.
  5. Click OK.

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