Technical 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.  You support request should contain the information illustrated below:

1.     Your name, year group, and program.
   • For Example: COL Deanna Paladin, YG2017, DEP
2.     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)
3.     What course and where you are encountering problems. 
   • For Example: Course DE2303, Block 2, Section 4, Lesson 1
4.     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.     
5.     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.

Computers - Work Issued vs 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, DSN: 94-242-4008.
Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@army.mil
Hours: Mon-Fri 0700-1630 (7:00 am – 4:30 pm) Eastern Time

COMPASS

Compass Access Problems:

Most Compass problems tend to be access/login related.  Make sure you have read through Unit 1 of DE2300, chances are your issue will be resolved there.  REMEMBER: Changing your official e-mail address will immediately change your Compass username login. If your access issue is not resolved, contact the first year admins in order to make sure you are appropriately enrolled in the program.   

(Students A-K) Mr.Mike Semrau (717) 245-3578, DSN: 242-3578 mike.r.semrau.civ@army.mil
(Students L-Z) Mr. Amos Myers (717) 245-3592, DSN: 242-3592  amos.s.myers.civ@army.mil

If the first year admins cannot resolve your issue contact :

USAWC Help Desk (Service Desk), 1-800-716-2769, DSN: 94-242-4008.
Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@army.mil
Hours: Mon-Fri 0700-1630 (7:00 am – 4:30 pm) Eastern Time

Compass Usage Problems

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.  If that does not solve the issue, contact the service desk :

USAWC Help Desk (Service Desk), 1-800-716-2769, DSN: 94-242-4008.
Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@army.mil
Hours: Mon-Fri 0700-1630 (7:00 am – 4:30 pm) Eastern Time

If you are within and using the Compass web application and at any point get and 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.  If that does not solve the issue, contact the service desk : 

USAWC Help Desk (Service Desk), 1-800-716-2769, DSN: 94-242-4008.
Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@army.mil
Hours: Mon-Fri 0700-1630 (7:00 am – 4:30 pm) Eastern Time

BLACKBOARD

Access Problems

If you have problems logging into BlackBoard, first make sure you are at the correct address:
http://usawc.blackboard.com 

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 at 1500(est) (except Saturday and Sunday). Therefore if you made the change at 1501(est) you will still have to use your old username until 1500(est) the next day unless you do it on a Saturday or Sunday you will have to wait till Monday at 1500est).

If your username is correct, then your password maybe incorrect. Your initial Blackboard password was sent to you in your welcome letter. Did you change it? If the answer is yes and you can’t remember it contact:

Academic Blackboard Helpdesk
717-245-3000 option 2
1-800-716-2769 option 1

You will be issued a temp password.

If your login and password is correct and you still cannot access Blackboard, contact:

Academic Blackboard Helpdesk
717-245-3000 option 2
1-800-716-2769 option 1

Chances are you were not properly enrolled in the course. By contacting the Academic Blackboard Helpdesk above this should resolve this issue.

Course Content Problems
Once you are in the course there is various content that you can access:

• Course E-book content
• Downloadable PDF or E-books (USAWC hosted and Externally hosted)
• Library linked readings
• Videos (USAWC hosted and Externally hosted)
• Links to external websites

Course E-book content

Once you have logged into Blackboard, if you click on the links to access your course content and no content appears or you get a message that indicates that a file or page cannot be found or displayed, before contacting support try any or all of the following:

1. Click refresh on your browser.
2. Close your browser and reopen it.
3. Try accessing on a different browser for example: Firefox instead of Internet Explorer
4. Are you accessing the courseware via a Work or Home computer? If you are accessing it from a work computer trying accessing it from your home computer or non-networked work computer. If you can access the content from your home machine but not the work machine, chances are your work network is blocking the content.
5. If all else fails contact the USAWC help desk:
   

   USAWC Help Desk (Service Desk), 1-800-716-2769, DSN: 94-242-4008.
   Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@army.mil
   Hours: Mon-Fri 0700-1630 (7:00 am – 4:30 pm) Eastern Time

PDF's or E-books (USAWC hosted and externally hosted)

Readings with an  icon is an internally hosted PDFs.
If you click on an internally hosted PDF, and nothing happens, or you can some waring that page cannot be found. The means the link may be broken. Try the following steps:

1. Make sure you have a PDF reader installed. Go to Unit 3 and follow the steps.
2. Click refresh on your browser.
3. Close your browser and reopen it.
4. Try accessing on a different browser for example: Firefox instead of Internet Explorer
5. Are you accessing the courseware via a work or home computer? If you are accessing it from a work computer trying accessing it from your home computer or non-networked work computer. If you can access the content from your home machine but not the work machine, chances are your work network is blocking the content.
6. The link maybe broken or incorrect contact your seminar FI.

Readings with an   icon is an externally hosted PDFs.

1. Make sure you have a PDF reader installed. Go to Unit 3 and follow the steps.
2. Click refresh on your browser.
3. Close your browser and reopen it.
4. Try accessing on a different browser for example: Firefox instead of Internet Explorer
5. Are you accessing the courseware via a Work or Home computer? If you are accessing it from a work computer trying accessing it from your Home computer or non-networked work computer. If you can access the content from your home machine but not the work machine, chances are your work network is blocking the content.
6. The link maybe broken or incorrect contact your seminar FI and let them know the link is broken.

Library linked readings

Readings with an  icon are readings hosted by the USAWC library. These links require a username and password when accessing them from a non-Carlisle domain. Follow the steps contained in the linked document.

Videos (USAWC hosted and externally hosted)

USAWC hosted videos have the following icon . If you are having problems viewing these videos, follow the steps below:

1. Click refresh on your browser.
2. Close your browser and reopen it.
3. Try accessing on a different browser for example: Firefox instead of Internet Explorer
4. Are you accessing the video via a Work or Home computer? If you are accessing it from a work computer trying accessing it from your Home computer or non-networked work computer. If you can access the content from your home machine but not the work machine, chances are your work network is blocking the content. Contact your local help desk.
5. If none of the above produces a resolution contact:

USAWC Help Desk (Service Desk), 1-800-716-2769, DSN: 94-242-4008.
Email: usarmy.carlisle.NETCOM.mbx.nec-service-desk-email@army.mil
Hours: Mon-Fri 0700-1630 (7:00 am – 4:30 pm) Eastern Time

Externally hosted videos have the following icon . If you are having problems viewing these videos, follow the steps below:

1. Click refresh on your browser.
2. Close your browser and reopen it.
3. Try accessing on a different browser for example: Firefox instead of Internet Explorer
4. Are you accessing the video via a Work or Home computer? If you are accessing it from a work computer trying accessing it from your Home computer or non-networked work computer. If you can access the content from your home machine but not the work machine, chances are your work network is blocking the content. Contact your local help desk.
5. If none of the above produces a resolution contact your seminar FI as the link may be broken or the website may have removed the video.

Links to External Websites

Links to External Websites have the following icon  . The course author has no control over the accuracy of the content on the page, nor any broken links, nor if the page has been removed or transfer to another domain. IF any error pops up within or when you click on the link try the following:

1. Click refresh on your browser.
2. Close your browser and reopen it.
3. Try accessing on a different browser for example: Firefox instead of Internet Explorer
4. Are you accessing the link via a Work or Home computer? If you are accessing it from a work computer trying accessing it from your Home computer or non-networked work computer. If you can access the content from your home machine but not the work machine, chances are your work network is blocking the content. Contact your local help desk.
5. If none of the above produces a resolution contact your seminar FI as the link may be broken or the website may have removed the video. He or she can get in touch with the Course Author.