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Overview
Clear communication and specific details are critical when reporting technical issues to Contact the ITS Help Desk as soon as you can, or to anyone else. These assist us in determining what is causing the issue, and how we can resolve the issue. Sometimes it's time consuming to gather these details. So to attempt to make reporting technical issues easier, we've compiled a comprehensive list of questions that we may need to be answered in your report to us. Yes, answering these questions may take a significant amount of time up front. But these answers could also save a considerable amount of time on the back-end, as these answers could help us diagnose and resolve your issue much faster.
Also know that, to get answers to the questions below, at least one of the following may have to occur. Please be prepared to take at least one of these actions when reporting technical issues to us:
when you
- encounter technical issues with ITS-supported services or UWF-owned devices
- see the Canvas Support section below for additional details about Canvas Support
- have questions, comments, concerns, or requests regarding the services ITS provides or supports
- have experienced a potential data breach that involves UWF systems, services, networks, or data
Known issues
The ITS Help Desk maintains public Technology Alerts and Technology Alerts - Notes and Workarounds pages. These pages list alerts, notes, and workarounds for various widespread outages and other tech issues that affect UWF
You'll have to visit the ITS Help Desk in person.
Ways to report technical issues to the ITS Help Desk
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Call us
Call us at 850.474.2075 during our
posted business hours- Requires MyUWF/ArgoNet credentials
"Fully Staffed" or "Limited Staff" hours of operation.
Be in front of a desktop or laptop computer when you call. We may have to remote in to assist, and if necessary, to troubleshoot and gather additional screenshots as well.
Email us
Email us at helpdesk@uwf.edu during our "Fully Staffed" or "Limited Staff" hours of operation.
Submit a support ticket
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Then publish a comment on that already existing ticket. Visit UWF Service Desks and click Requests at the top right, to view and update your existing tickets. |
Visit us
Visit us in Building 79 during our "Face-to-face" support hours.
Bring the devices that are experiencing issues.
Bring your photo ID too, just in case we have to verify your identity.
Response times
We'll make every effort to answer calls and respond to tickets, voicemails, and emails the day that we receive them, if we received them during our posted business hours.
For tickets, voicemails, and emails we receive outside of our posted business hours, we'll respond the next time we're open.
- If a widespread issue occurs when UWF is closed, and this issue impacts services that ITS supports, then ITS will respond as soon as we can.
Employees should also review our ITS Help Desk Response and Resolution Expectations for additional details.
Canvas Support
UWF users should contact the UWF ITS Help Desk if they can't log in to Canvas.
UWF users who can log in to Canvas but require assistance should contact Canvas Support directly using the options below.
- For students
- Their instructors
- Canvas Support -- Student Guide
- Phone number for Canvas Support – 1-844-866-3349
- Students can also chat with Canvas Support online, via the Help menu in Canvas.
- For faculty/instructors
- Faculty Support (provided by UWF's Center for Teaching, Learning, and Technology)
- Canvas Support -- Instructor Guide
- Phone number for Canvas Support – 1-833-400-5564
- Instructors can also chat with Canvas Support online, via the Help menu in Canvas.
Related info
- For students
- For employees
Questions to answer
General questions
What are you expecting to happen? What is actually happening?
This will help us determine if our troubleshooting steps have actually resolved the issue
What are the specific steps to replicate the issue?
This will help us determine what the issue is.
What operating system are you using (e.g., Windows 10 or macOS Mojave)? Is your operating system up to date? Which version is it?
Some technical issues are specific to a operating system, or to an outdated operating system.
What web browser are you using (e.g., Internet Explorer, Edge, Safari, Chrome, or Firefox)?
Please know that many websites work best on Chrome or Firefox.
Is your web browser up to date?
Many website issues are caused by outdated web browsers.
Have you tried clearing your cache and cookies in your web browser?
Many website issues are caused by buggy files stores in your cache or cookies.
Which internet service provider were you using when the issue occurred (e.g., UWF network, Cox, AT&T, Comcast, or Verizon)?
Many website issues are caused by the internet service provider.
Try to replicate the error from another network. If it issue is resolved on the second network you try, then the issue was caused by your first network.
Also know that some websites only work on the UWF network.
Questions for student-related issues
Questions for employee-related issues
Questions for network/Internet issues
Questions for cybersecurity issues Include Page ILP:_Help Desk Footer ILP:_Help Desk Footer
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