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:
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:
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:
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
