Known WebCT Issues

CIT :: WebCT :: Known WebCT Issues

Known WebCT Issues

The following issues with the current version of WebCT at UCSF have been identified. This is not meant to be an exhaustive list -- it includes those issues that might affect most UCSF WebCT users. We will also announce when these problems have been fixed.

Using web-based VPN to access WebCT resources

Viewing streaming video through web-based VPN

Redirect to Ask Jeeves, Internet Optimizer, or a Not Authorized page

Problem with Netscape Navigator 6.2.x

Pop-up Windows don't pop-up

Unexpected Logout from WebCT

Internet Explorer 5.5 Service Pack 1 (PC)

See also...

WebCT Supported Browsers and Settings

WebCT Browser Compatibility Test

Reporting WebCT Problems

Using web-based VPN to access WebCT resources

VPN is NOT required to access WebCT or the CIT home page. Most CIT and WebCT resources are available from any computer, regardless of whether VPN is enabled. However, some instructors do incorporate restricted-access material in their WebCT courses, in which case, using the VPN system would be required to access these specific materials.

WebCT users who need VPN enabled to access materials within their courses have the option of using the web-based or the traditional VPN. Users who elect to use the web-based VPN must connect using the following procedure:

Log in to VPN@UCSF using the name and password provided to you by ITS.
After logging in, locate Network Connect (in the right-hand column, listed under Client Application Sessions) and click Start
Starting Network Connect will require you to authorize applications and processes from Juniper Networks to install and run themselves on your computer. Select yes or OK for all such prompts.
A new window will open on you computer showing your VPN session in progress. As long as this window remains open, you will be connected to the Internet through VPN. You can then access the web as you normally would, by entering their URL in your browser's address bar.

Users attempting to access pages and files within WebCT via the web-based VPN using any other method may receive the following error message:

VPN@UCSF: The server had an internal error

This message is being sent by the VPN server--not by WebCT or any pages within the CIT website. This error occurs when attempting to transfer large files through the web-based VPN system without Network Connect enabled.

The traditional VPN client also remains available for download and installation, as an alternative to the web-based client. More information about the traditional VPN client is available here.

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Viewing streaming video through web-based VPN

Users accessing streaming media through the web-based VPN must connect using the following procedure:

Log in to VPN@UCSF using the name and password provided to you by ITS.
After logging in, locate Network Connect (in the right-hand column, listed under Client Application Sessions) and click Start.
Starting Network Connect will require you to authorize applications and processes from Juniper Networks to install and run themselves on your computer. Select yes or OK for all such prompts.
A new window will open on you computer showing your VPN session in progress. As long as this window remains open, you will be connected to the Internet through VPN. You can then access the web as you normally would, by entering their URL in your browser's address bar.

Using any other method of navigating to websites through the web-based VPN may cause errors in video playback.

With the exception of the Bates series, very few streaming video files require VPN to be enabled for access--VPN does NOT need to be enabled to access WebCT or most pages and files within WebCT courses. Those users who have been using the VPN system to access the Bates video series from the CIT home page now have an alternative option available from off-campus computers--after logging in to WebCT, click "Bates Physical Exam Series web vide " from the Institutional Bookmarks section of the right-hand column on the MyWebCT home page.

The traditional VPN client also remains available for download and installation, as an alternative to the web-based client. More information about the traditional VPN client is available here.

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Redirect to Ask Jeeves or Internet Optimizer, or a Not Authorized page

"Spyware," "malware," and "parasiteware" programs may cause problems when trying to log into WebCT. These programs can essentially hijack your browser to other web sites when you attempt to log into WebCT (or other sites that require login). This problem has been reported by UCSF WebCT users. Other institutions that use WebCT have also experienced it.

The Problem: When you try to log into WebCT, rather than access WebCT you are taken to the Ask Jeeves web site (www.ask.com), Internet Optimizer, or some other strange site (e.g., Not Authorized to View).

The Cause: This problem affects Windows/Internet Explorer users, and can be caused in a number of ways:

Some peer-to-peer file sharing programs (e.g., BearShare, Grokster, iMesh) may include "spyware" programs with their install files. Be very careful about what kinds of programs you install on your PC.
"Malware" can be installed using Internet Explorer's ActiveX installation option. While surfing the web, you may come across web pages that cause windows to pop up asking you to execute or install a program. DO NOT say yes to such a prompt unless the program is something you've requested, from a familiar publisher, and is properly verified and security certified by Windows. Be aware that if your security settings are not set with adequate protection, it can cause these programs to be installed without prompting you first.
"Parasiteware" can actually be executed by exploiting security holes in Internet Explorer. Make sure you have installed all the latest Windows updates and patches.

"Spyware," "malware," or "parasiteware" are terms used to refer to unsolicited commercial software that is installed -- usually without your knowledge -- to track your Internet search habits (usually for advertising purposes) or hijack your browser and send you to other web sites. Many of the peer-to-peer file sharing programs used to share MP3s and other files on the Internet install such software. In this case, the spyware/malware program may be hijacking your WebCT logon attempt and redirecting you to Ask Jeeves, Internet Optimizer, or some other strange site.

How to Fix It: Remove file sharing programs and spyware. To get rid of spyware, visit http://www.lavasoftusa.com/ and download the Ad Aware program. After downloading and installing the program, run it and have it search your computer system. Ask it to remove anything it finds, exit the program and reboot the computer system. However, note that many free file sharing programs might not function if the spyware programs are removed. Windows Defender, from Microsoft, is an alternative spyware removal tool. Another solution is to run Windows XP System Restore, and restore your system back to a time before the file sharing software was installed.

Users who experience this problem may want to use a WebCT-supported version of the Netscape or Mozilla browser. Again, this problem mainly affects Windows/Internet Explorer users.

If you believe you are experiencing this problem then please fill out a WebCT Problem Report form. This form records important browser and computer information to the CIT. This information is vital in fixing WebCT problems.

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Problem with Netscape Navigator 6.2.x

Netscape Navigator 6.2.x is supposed to be a supported browser for the version of WebCT we are currently running. However, we have discovered a problem with Netscape Navigator 6.2.x (on both the Mac and PC). Right after you log into WebCT and go to course, the links on the course do not work. If you return to the MyWebCT page, then access the course again (or any course), the links will work. Netscape Navigator 6.2.x users should upgrade to Netscape Navigator 7.0 or use Internet Explorer 5.5 or 6. The problem does not occur on these browsers.

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Pop-Up Windows don't pop up

Web sites that cause a lot pop-up advertising can be very annoying. Many web users have installed programs that prevent pop-up windows from appearing. Unfortunately, these can also prevent certain WebCT windows from appearing, such as discussion postings, email messages, the chat and whiteboard windows. If you have any problems with windows not opening when they should, you should disable pop-up blockers before using WebCT.

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Unexpected Logout from WebCT

Recently several users have reported being logged out of WebCT while navigating within a course. When this problem occurs, users are brought back to the WebCT login page.

The Problem: Our testing has shown that some Windows/Internet Explorer users may be logged out after clicking on a link that opens a new browser window (e.g., a discussion message), closing that new window, then clicking on another link. If the new window is left open when the next link is selected, these users will not be logged out.

The Cause: We have determined that this problem is a result of a problem in the way that Internet Explorer handles per-session cookies (such as the WebCT cookie). We have alerted WebCT Technical Support and they are working on a potential solution.

How to Fix it: Users who experience this problem may want to use a WebCT-supported version of the Netscape browser. Those experiencing this problem who wish to continue using Internet Explorer should do the following:

Launch Internet Explorer
Go to the CIT home page (http://cit.ucsf.edu/) and click on "Log into WebCT"
Clone this window by pressing CONTROL - N (or selecting "New Window" from the file menu). Two browser windows -- both on the WebCT login page -- should now be present.
Log into WebCT on either window. Following this sequence should prevent the logout problem.

This problem happens to Windows users who are using Internet Explorer 5.5 or 6. Again, Netscape users are not effected.

If you believe you are experiencing this problem then please fill out a WebCT Problem Report form. This form records important browser and computer information to the CIT. This information is vital in fixing WebCT problems.

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Problems with Internet Explorer 5.5 SP1

WebCT has determined that Internet Explorer 5.5 Service Pack 1 includes a bug that will not permit downloading of files. This is not a WebCT bug -- it is an Internet Explorer bug. Do not use Internet Explorer 5.5 Service Pack 1.

Internet Explorer 5.5 Service Pack 2, along with Internet Explorer 6, are WebCT-supported browsers.

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