Problems With St John’s Central?


If you are having problems with St John’s Central or accessing certain parts of a course, it is likely that the problem is caused by the configuration of your own computer, which is usually very simple to fix. The most common problems are listed below:


Browser settings
Spyware/Adware
Pop-up blockers
Firewalls
Viruses
Username/password Issues
Technical Assistance Form
Other Questions/Contact Us

 
After 2 years these problems account for over 90% of the phone calls. All of the laptops used in the faculty and student programs have been configured correctly at the time they were issued. If you cannot correct the problem please contact us.

 


 

Browser Settings


Alternate Browsers
Clearing Your Cache
Reloading Web Pages
Enabling Cookies
Java Settings
Internet Explorer – “Page Cannot Be Displayed” Error
ISP Browser Errors
Juno/NetZero Users
AOL Users
WebCT Browser Check-up
Supported Browsers
Mac Users
Internet Explorer 5.0
Netscape JRE


Alternate Browsers
Many times, the problems students have are the result of an improperly configured Browser. The easiest way to fix this type of problem is to use a different browser.
If you are using Internet Explorer try using Netscape.
If you are using Netscape, try using Internet Explorer.
If you only have one browser on your machine (Usually Internet Explorer) you will have to download and install a new browser on your computer.
Note: Some versions of Internet Explorer and Netscape 7.1 come with a pop-up stopper automatically installed and turned on. See information on Pop-up Blockers below.


Clear the Browser Cache on your computer.
• In Internet Explore: Tools›Internet Options›Delete Files
• In Netscape: Edit›Preferences›Advanced›Cache›Clear Cache
• In Firefox: Edit›Options›Privacy›Cache›Clear


Change your browser settings to reload web pages on every visit.
• In Internet Explore, click on Tools›Internet Options›Settings›Every Visit to the Page
• In Netscape: Edit›Preferences›Advanced›Cache›Every Time I View the Page


Enable Cookies for all St John’s University sites.
• In Internet Explorer: Tools›Internet Options›Privacy›Advanced and allow cookies. Make sure "Allow Session Cookies" is checked.
• In Netscape: Edit›Preferences›drop the Privacy & Security options›select Cookies
• In Firefox: Tools›Options›Privacy›Cookies›and click in front of "Allow sites to set cookies"


Java Settings
Make sure you have Java installed and enabled on your computer. You can download and install it from the Sun web site.
Firefox doesn't automatically pull in the java plug-in. You need to have it installed through Firefox. Even though Enable Java is checked, it probably isn't installed in Firefox.You can get it (an easy Firefox XPI install) here: http://plugindoc.mozdev.org/.


Internet Explorer: "Page Can Not Be Displayed" Error
Microsoft Internet Explorer may return a "Page Can Not Be Displayed" error page if the correct SSL settings are not selected. If SSL 3.0 is not checked under IE advanced options, the login page will not load.


Other ISP Browser Errors
If you use AOL, MSN, EarthLink or any other ISP that provides you with a browser other than Internet Explorer, use Internet Explorer for your browser. Many ISPs include a browser that is customized by the ISP. If you are experiencing any problems with St John’s Central, you should try using a non-branded browser. You can use a non-branded browser by minimizing your ISPs branded browser (click the "-" icon in upper right-hand corner) and opening another stand-alone browser such as Microsoft Internet Explorer, Netscape or Mozilla Firefox.
• You can not log in, but instead receive an error page listing a "Password Reset Utility - Exception Report."
• After logging in to St John’s Central, you immediately receive a message stating, "Session has expired."
These errors appear to be related to certain Internet Service Providers (ISPs). Some dial-up companies like Juno and Netzero make use of caching servers that store a copy of Web sites subscribers are trying to view. This way, when a subscriber is trying to view a site repeatedly it will load faster. This works well for many sites static pages but not for sites with personalized dynamic content.


Juno Customers
Please be sure you have the latest version installed. Installing the latest version may resolve many of the problems encountered. If you still experience difficulty, disable your ISPs caching. This accelerator feature which some Juno accounts include is referred to as SpeedBand. This should be disabled when logging into St John’s Central.


NetZero Customers
Please be sure you have the latest version of NetZero installed. Installing the latest version may resolve many of the problems encountered. If you still experience difficulty, disable your ISPs caching. This accelerator feature which some NetZero accounts include is referred to as HiSpeed. This should be disabled when logging into St John’s Central.


AOL Customers
If you are an AOL member, the AOL provided browser has been modified specifically for the AOL web site and does not always support other tasks well. You need to download and install a "full" version of Internet Explorer (or Netscape -- see below for a link).
• Sign into AOL as you normally do.
• Minimize the AOL provided browser.
• Start up the full version of Internet Explorer.
• Connect to your course material.


WebCT Browser Tune-up
Check your browser on WebCT's Browser Tuneup at http://www.webct.com/tuneup. This doesn't catch everything, but makes sure your browser is compatible with WebCT.


Supported Browsers
The following browsers are officially supported with St John’s Central:

  Windows Macintosh
Internet Explorer 7.0 with latest security patch
6.0 with latest security patch
5.5 SP2

5.2.3 for OS X
5.1.7 for OS 9
Netscape

6.2.x 7.1

7.1 for OS 10.2
6.2.x and 7.02 for OS 9

The following browsers are officially supported with WebCT:

  Windows Macintosh
Internet Explorer 5.0, 5.5, 6.0, 7.0 5.1 (OS 9.x and OS X 10.1) and 5.2 (OS X 10.1, 10.2, 10.3)
Netscape 6.2.1, 7.0, 7.1 6.2.x (OS 9.x and OS X), 7.0 & 7.1 (OS X)
AOL 7.0, 8.0 OS X
Mozilla 1.5, 1.6, 2.0 1.5, 1.6
Safari ---- 1.2

Note For Mac Users
If you have a Mac computer, other Mac owners have reported that if you are having problems accessing either St John’s Central or WebCT using Internet Explorer, that Netscape has allowed a successful connection, especially if you have OS 9 instead of OS X. Go out to http://www.netscape.com and download and install the version of Netscape that works with your operating system. For more information on Mac OS 9, check the Apple Mac OS 9 Support Page.


Internet Explorer 5.0 Issue
You cannot log into the system at all if you are using IE 5.0 Service Pack 1. If you click the Continue button after reading the warning that you are using an unsupported browser, you will receive a "Page cannot be found" error. This is due to the unsupported encryption algorithms included in IE 5.0 SP1. Although Internet Explorer 5.0 is not a supported browser, you can log in to the system with IE 5.0 if you are using Service Pack 2. However, once logged in, you may still experience usability issues. We recommend that if you are using IE 5.0 on a Windows platform, you upgrade to version 6.0 for best performance.

Netscape JRE Issue
In order to use the Chat application provided by the Luminis system, your Internet browser must be able to access and run a Java Virtual Machine (JVM). In some cases a JVM is provided by your operating system. In other cases, the browser adds a JVM to your computer when it is installed. With Netscape browsers, the JVM is included during installation as part of the Java Runtime Environment (JRE). However, in some installations of Netscape, the JRE is an optional installation choice. If your Netscape browser does not have a JRE installed or enabled, you will see a warning message when you first access the Luminis system. If you click continue, you should be able to use all system functionality with the exception of Chat. The first time you try to use Chat without a JVM, you will be prompted to install a plugin. If you accept the plugin, a JVM will be installed and configured for your Netscape browser and you will no longer see the warning message when you try to access the Luminis system.

 

 


Spyware/Adware.


General Information
Spyware Removal Tools
Spyware Information Sites


General Information
With the broadband connections becoming common place on the web, the issue of spyware has become widespread. Some websites install files on your computer without your knowledge, typically to collect information about your browsing habits or display advertisements when you are attempting to use the internet. If you find that you get redirected to a third-party site, it is likely that a piece of spyware/adware is hidden on your computer. File sharing(peer-to-peer) software commonly used to share music, software and movie files can also cause problems by placing spyware/adware on your computer.(KaZaA automatically places PerfectNav on your computer which could very well cause a conflict with WebCT. To remove this parasite you must remove KaZaA).


To remedy the problem, it is recommended that you use a spyware removal utility such as the following:


Spyware Removal Tools
Ad-aware - Popular free spyware removal software program
Spybot - Another popular free spyware removal software program
Microsoft Antispyware – New software program


Websites with Security Information
WebCT Support page - More tips and troubleshooting browsers
Microsoft Spyware Security site - Learn how to fight spyware
www.spywareinfo.com - Info about spyware and how to get rid of it.
Staying Safe Online - Security tips for staying safe online
www.getnetwise.org - A public service computer security website

 

 


Pop-up Blockers


General Information
Known Browsers
Stand Alone Applications
Pop-up Blocker Toolbars
Removing the Program
Checking for Pop-up Blockers
EarthLink Users


General Information
Popup blocking software is getting more and more popular these days. Many websites use popups to make money. These popups are quite annoying, so many people install programs that will block popups from opening. This seems like a great idea, but these programs often block useful JavaScript too.
If you have installed a pop-up blocker to prevent pop-up advertisements appearing when you use the internet, this may cause problems with many of the features of St John’s Central and WebCT. In particular you may experience problems when new windows are opened within St John’s Central your pop-up blocker may incorrectly identify this as an advertising pop-up and prevent the new window from opening. For example in email when you click on "Compose" or "Reply" the first thing that happens is, a pop-up is created and a new window for "reply" or "compose" is opened. If you have a pop-up blocker enabled it prevents the pop-up window from displaying and making it possible to reply or compose email. Pop-up blockers can be configured to accept pop-ups from certain addresses. Pop-up blocker functions are now included in many anti-virus, internet security, personal firewall, browser, and search & toolbar programs. You need to disable pop-up blocking for the www.stjohns.edu domain.


Known Browsers with Pop-up Blockers.
Internet Explorer 6.0, with Windows XP service pack 2
AOL 8.0 and later
Safari Browser
Mozilla/Firefox browsers
Netscape browser
Opera

Stand Alone Applications
There are over 150 other stand alone pop-up blockers including:
Guard-IE, Proxyconn, STOPzilla, PopNot, PopUp Stopper, Popupcop, Popup Eliminator, Exit Killer, HistoryKill, AdsGone, Popup Smasher, Meaya Popup Killer, StopPops, Atomstorm Popup Killer, Popup Protector, Remove Popup, AntiPopup, ZapPop, BanPopup, KillAd, NoAds, NoPop, Pop Up Killa, Pop Up Killer, PopNot, Popup Eliminator, PopUpBuster, Popups Must Die!, Pow!AnalogX, SIP (Surf in Peace), Stop Pops, STOPzilla, Surf+, Zero Popup
Many pop-up programs will let you temporarily disable them by clicking on the System Tray Icon. You can right click on them to disable and re-enable them later.
Pop-up blockers may also be included with virus checkers and other internet security software.
Norton Internet Security 2005
Zone Alarm Pro
Some programs require that you remove them. Some of these programs, like E-Anthology/ Stop-Sign, are often installed by file sharing programs like KaZaA or Bear Share.
If your pop-up blocker allows you to add trusted sites, you should add the following to its trusted list.
https://cpprod.stjohns.edu for St Johns Central
http://newonline.stjohns.edu for WebCT


Pop-up Blocker Toolbars
If you have downloaded and installed any of the many "Tool Bars" or Menu Bars" such as Google, MSN, Yahoo, Etc. they usually include a Pop-Up blocker which will cause problems. If you can't disable or configure them you can also remove them, go to "Add Remove Programs" and remove these Tool Bars.
Yahoo Companion Toolbar
Google Toolbar - The Google pop-up killer can be over-ridden by holding down the Ctrl button while clicking the link.


Removing the Program
If you want to remove one of these programs instead of disabling it, you can remove it using Windows' Add/Remove Program tool. Here's how.
• Click on the Start Button > Settings > Control Panels > Add/Remove Programs
• Look for the name of the program installed
• Select the program name and click Remove
• Follow any instructions you are given, then close the Control Panels


Checking for Pop-up Blockers
If you don't know if you are running a Pop-up blocker and/or don't know how to administer the PopUp blocker on your computer, you can go to one of these sites and they will scan your computer for pop-up blockers.
http://www.popupcheck.com/
http://www.popup-killer-review.com/rundetect.htm


EarthLink Users
EarthLink now comes with a built-in anti pop-up ware automatically turned on -- you need to turn it off - see this webpage for help turning the EarthLink pop-op blocker off -- if you need help, see the EarthLink support website or call them at 1-800-719-4660.

 

 



Firewalls

General Information
Norton Internet Security
ZoneAlarm
Windows XP
Other Issues
Mac Users


General Information

If you are running a firewall, and you have problems with St John’s Central, turn the firewall off. If your problems go away, you have found your problem. You will have to either configure your firewall to work with ST JOHN’S CENTRAL, or turn it off when you are using ST JOHN’S CENTRAL. If you don't know if you are running a firewall and/or don't know how to administer the firewall on your computer, you will need to find someone who can help you.

(You can request the IP addresses and ports by sending an email to sjcsuppoort@stjohns.edu from a valid St John's Email account)


For Norton Internet Security Users
Add St John’s Central IP address as a trusted site so that the pop-ups will continue to work in St John’s Central.
1) Open Norton Internet Security.
2) Click on Norton Firewall.
3) Go to Home Networking.
4) Add IP addresses to the list of trusted sites.


ZoneAlarm Firewall Users
Note that even if you disable the "anti-popup feature you STILL may have to disable the "anti-JavaScript feature".


Windows XP service pack 2
Service Pack 2 has a built in personal firewall that is turned on by default. If you have installed SP2, you need to get into the firewall and turn it off. Microsoft has an excellent tutorial on using the firewall that you need to check out.


Other Issues
• If you are trying to access St John’s Central or WebCT from work, your company may have a firewall that will stop your access. You may need to discuss that with your employer's IT staff.
• If you know how to manage your firewall, open at least port 80 (standard web port) and 443 (secure web port)for traffic.
• If you don't know how to manage your firewall, turn it off and see if you can access St John’s Central/WebCT.
• Look for Norton Internet Security in the Program list and turn that off also.


Mac Users
To check to see if your Mac Firewall is causing problems accessing St John’s Central. Turn off your OS X firewall:
1. Open System Preferences and click on Sharing.
2. Click the Firewall button
3. Click The Stop button.
If you can access St John’s Central with the firewall turned off, this is the source of the problem. You need to look for further instructions on using the firewall and allow access for traffic. For more information on the OS X firewall, check outhttp://docs.info.apple.com/article.html?artnum=151615

 



Viruses


Some viruses can cause problems with your access to the internet. If you are having problems accessing St John’s Central, update your virus software and then scan your computer for viruses.


A Note for Mac Users
Although we rarely see these issues on Macintosh computers, as the browser is the target, Mac users can also be infected. We recommend Macintosh users also remain vigilant and install a virus checker where it is available. A virus checker as always is an absolute necessity regardless of computer platform.

For more information on viruses click here.



Username/Password

Students/Alumni Your username is your email address without the "@stjohns.edu" - firstname.lastname##(being the last 2 digits of the year you entered St John's)

Faculty and Employees Username is the 8 or fewer character name that begins your email address (i.e. smithj)

If you don't know your email address you can view it on UIS under "Personal Information" (Select option: "View Email Address")

Pin/Password: Your pin/password is the same as six digit pin that you use to log into UIS. Do not keep entering different passwords, hoping to come across the right one. The system will lock you out after 3 attempts.

Forgot Your Pin/Password: To Change/Reset your Pin/Password Click Here. Please note this process can take up to 5 minutes to sync with all systems. Do Not change/reset your pin more than once an hour. Doing otherwise will cause password problems with your account.



Still Having Trouble?


If you are still experiencing problems please either call or email us below.
Please include a detailed description of the problem along with your First Name, Last Name, X-number, and Email address.
We will respond to all your inquiries within 1 business day.

General Questions/Help

If you have general questions or are having trouble with St. John's Central or Student email
sjcsupport@stjohns.edu

If you have general questions or are having trouble with Blackboard/WebCT
sjcsupport@stjohns.edu

If you have general questions or are having trouble with groups
sjcsupport@stjohns.edu

If you have questions about content or would like to have content posted to the site
sjccontent@stjohns.edu

If you have questions about announcements or would like to have announcements posted to the site
sjcannounce@stjohns.edu


Faculty/Employees
During Business Hours: (718) 990-5222
After Business Hours: (718) 990-6672 or 6748

Students
All Hours: (718) 990-6672 or 6748