Send technical issues that cannot be resolved with troubleshooting to tickets@acadio.com. To help us identify and resolve issues as quickly as possible, all tickets should include:

  1. A detailed description of the issue.
  2. The URL of where it is occurring, or the course and activity names.
  3. Affected students’ user IDs and email addresses.
  4. If possible, screenshots/screen captures of the issue or error messages.
  5. Forward any support related emails or communications from the student.

Identify and document the nature of the issue. 

  1. What action is the student attempting to complete?
  2. What is the expected behavior?
  3. Is the student receiving any error messages? If so, what do they say?

When documenting student technical issues, utilizing screensharing software like Zoom or RemotePC HelpDesk, can be very helpful. Additionally, if the screenshare is recorded, it can be submitted to Acadio with your ticket.

Identify the browser and OS being used.

If possible, obtain the HAR file from the student’s browser.

HAR files capture all of the errors that occur on page and help our team quickly identify and resolve issues.

Google Chrome

  1. Press F12 (or Ctrl+Shift+I on Windows, Cmd+Option+I on Mac) to open Developer Tools.
  2. Click on the Network tab.
  3. Make sure the circle at the top left is red. If it’s gray, click it to start recording.
  4. Check the box that says Preserve log.
  5. Now refresh the page (press F5 or the reload icon).
  6. After the page reloads, right-click anywhere in the list of network activity and choose Save all as HAR with content.
  7. Save the file to your computer.

Microsoft Edge

  1. Press F12 (or Ctrl+Shift+I on Windows, Cmd+Option+I on Mac) to open Developer Tools.
  2. Click the Network tab.
  3. Make sure the recording button (circle at top-left) is red. If not, click it.
  4. Check the box that says Preserve log.
  5. Refresh the page to capture everything.
  6. Right-click in the network activity list and select Save all as HAR with content.
  7. Save the file to your computer.

Mozilla Firefox

  1. Press F12 (or Ctrl+Shift+I on Windows, Cmd+Option+I on Mac) to open Developer Tools.
  2. Click the Network tab.
  3. If it’s not already recording, click the circle at the top-left to start.
  4. Reload the page to capture the problem.
  5. Right-click anywhere in the list of network activity and select Save All As HAR.
  6. Save the file to your computer.

Safari (macOS only)

  1. Go to Safari > Settings (or Preferences) > Advanced.
  2. Check the box that says "Show Develop menu in menu bar".
  3. Go to the problem page.
  4. Click Develop > Show Web Inspector from the top menu.
  5. Click the Network tab.
  6. Reload the page to capture the activity.
  7. Right-click in the list of network traffic and select Export HAR or click the Export icon (looks like a small down arrow).
  8. Save the file to your computer.