Having a Technical Issue?
If you have one of the common issues, try some of the solutions below! Have a more complicated problem or did the solutions below not work? Use the Request Information/Submit Issue tool at the bottom of the page to submit a ticket and get your problem resolved efficiently (select Technical Support from the dropdown menu). Or, you can email or call us at the contacts provided on our Meet Us page.Common Issues and Solutions
Issue: Unable to log in to the learning platform.
Solution:
- Ensure you are using the correct username and password.
- Check your internet connection.
- Clear your browser’s cache and cookies.
- Try a different browser (Chrome, Firefox, Edge).
- If you’ve forgotten your password, use the "Forgot Password" link to reset it.
Albany State University offers a range of online degrees in various fields.
Issue: Cannot hear the instructor or see the video.
Solution:
- Check that your speakers/headphones are plugged in and the volume is up.
- Ensure your device’s audio settings are correct.
- Close and reopen the browser or application.
- Update your browser or app to the latest version.
- Ensure your internet connection is stable.
- Check for any browser or app permissions that need to be enabled.
Issue: Frequent disconnections or slow internet.
Solution:
- Restart your mobile access device.
- Power cycle your mobile hotspot device.
- Limit the number of devices connected to your mobile hotspot device.
- Check USB connection if possible.
- Contact your ASURams Global Helpdesk for further assistance.
Issue: Trouble installing required software.
Solution:
- Follow the installation instructions provided by your instructor or the course material.
- Ensure your device meets the minimum system requirements.
- Temporarily disable antivirus or firewall software during installation.
Contact tech support if you receive any error messages.
Issue: Unable to access or download course materials.
Solution:
- Check if you have the necessary permissions to access the materials.
- Ensure your internet connection is stable.
- Clear your browser’s cache and cookies.
- Try accessing the materials from a different browser or device.
Request Information/Submit Issue
ASURams Global is here to support you through your academic journey. Submitting a
ticket helps us get to your issue quickly. Choose the category your question falls
under and complete the form. Together we will thrive!
Need Help with Distance Learning or GaView? The Distance Learning Helpdesk is here
to assist you! Contact Distance Learning directly at 229-500-2907 or email asuonline@asurams.edu to submit a support ticket. Our team is dedicated to providing prompt and effective
assistance to ensure a seamless online learning experience.
