Tech Support

DDE has many avenues of support to help you fix problems that may occur as you access your courseware.  Problems can range from your permission and PC configuration problems (admin vs. non-admin privileges) to LMS access problems.

When contacting any of the support/technical services, please make sure you are as detailed as possible especially when sending an e-mail. Your support request should contain this information:

  • Your name, year group, and program.
    • For Example: COL Deanna Paladin, YG2018, DEP
  • Your phone number and hours you are available (at the location of the PC where you are having problems).
    • For Example: (XXX) 555-1234 M-F 0900-1730 (EST)
  • What course and where you are encountering problems.
    • For Example: Course DE2303, Block 2, Section 4, Lesson 1
  • A detailed description of the problem. If you are sending an e-mail, a screen capture of the problem is desirable.
    • For Example: "When I click on the Bliss Hall lecture video, it takes 11 minutes for the video to start playing. And, when it plays the audio is muffled and the video is very blurry. I am stationed at the Embassy in South Africa and have a 56.6 kbps modem connection."
    • Another Example: “When I try to log into Compass I get a ‘Page Cannot be displayed Error.’ I am accessing it through my home PC in Washington D.C., and I have a Window’s 7 Machine with a Cable modem.
  • What you should not do is something like this:
    • "I am getting an error when clicking on a video!" or,
    • "I am getting a cold fusion error."or,
    • "I can't get to my course."

NOTE: If something you are trying to access gives you a very generic code, please include where in the course you were working and what you were trying to access.

NOTE: Please click below to expand descriptions of each program and their course offerings.

Computers (Work-Issued and Personal)

If you are having problems with your PC or MAC, first note whether you are using your own computer or work issued computer.  Work issued computers, especially government or DoD issued computers, tend to be much more restrictive as to what you can and can’t access as well as what you can or can’t install. In most cases problems are alleviated once you change from using a work issued computer to your own personal computer.

If you are running into computer/configuration related problems when using your work issued computer, the first place to call is your agency’s help/service desk. Examples of problems may be:

  • Installation of browsers i.e. Firefox browser
  • Installation of plugins i.e. Collaborate
  • Installation of certificates
  • Installation of PDF viewer or Flash Player
  • Playing videos (although your computer may be properly configured, your work network may not allow for the playing of videos)
  • Browser security settings

If you are using your own computer and experiencing configuration problems, units 1, 2, and 3 should help you fix the problem. If that does not work you can e-mail or call the U.S. Army War College’s service desk:

USAWC Help Desk (Service Desk): 1-800-716-2769

Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@mail.mil

Hours: Mon-Fri, 0700-1630 (7:00 AM - 4:30 PM) Eastern Time

 

Compass (Access and Usage)

Most Compass problems tend to be access/login related. REMEMBER: Changing your official e-mail address will immediately change your Compass primary e-mail address, but it may take up to 24 hours for your Blackboard login to change. If your access issue is not resolved, contact the Education Technicians of the year group or course to which you are assigned in order to ensure that you are appropriately enrolled.

If you access Compass and you get an error that the web page cannot be displayed, first make sure the web address is http://www.armywarcollege.edu/compass.

If the address is correct, click refresh on your browser. If that does not resolve the issue, wait 5 minutes and hit refresh on your browser again.

If you are using the Compass web application and at any point get an error that the page cannot be displayed, click refresh on your browser. If that does not resolve the issue, wait 5 minutes and hit refresh on your browser again.

If the issues listed above are not resolved, please contact the Service Desk:

USAWC Help Desk (Service Desk): 1-800-716-2769

Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@mail.mil

Hours: Mon-Fri, 0700-1630 (7:00 AM - 4:30 PM) Eastern Time

 

Blackboard (Access and Usage)

If you have problems logging into BlackBoard, first make sure you are at the correct address:

If you still cannot login, ask yourself, “Did I change my ‘Official e-mail address’ within compass?” If the answer is, "Yes," chances are your Blackboard username has not been updated. Pleases note that all Blackboard usernames are update everyday business day by 1600 EST (except Saturday and Sunday). Therefore, if you made the change at 1601 EST between Monday and Thursday you will still have to use your old username until 1600 EST the next day. Similarly, if you made the change between Friday and Sunday you will have to wait until Monday at 1600 EST.

If your username is correct, then your password may be incorrect. Your initial Blackboard password was sent to you in your welcome email. Did you change it? If the answer is, "Yes," and you can't remember it, contact the Blackboard Help Desk listed below and you will be issued a temporary password.

If your login and password is correct and you still cannot access Blackboard, contact the Blackboard Help Desk listed below. There is a chance that you were not properly enrolled in the course/program. By contacting the Blackboard Help Desk, this should resolve the issue.

Below, you will find the contact information for the Blackboard Help Desk:

Local: 717-245-3000, Option 2

Toll-Free: 1-800-716-2769, Option 1

 

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