MyITLab Help
If you are having problems with MyITLab, please review the below items for potential ways to help resolve your problems.
Installation
Installation Instructions
MyITLab can be installed by following the wizard at http://www.prenhall.com/myitlab/start/.
Installation and OS Support Issues
Supported Operating Systems
MyITLab will run on Windows 2000, XP, or Vista. As MyITLab works as a plugin (ActiveX control) for Internet Explorer, you must use Internet Explorer when working in MyITLab.
MyITLab will not run natively on the Mac OS, Unix, or Linux. If you have an Intel-based Mac, you might be able to install Windows on your computer using Apple Boot Camp or through a virtual machine like Parallels or VMware Fusion. If you can setup Windows on your computer, you can run MyITLab.
Supported Browsers
Currently, the full MyITLab client only works with Internet Explorer because it uses an ActiveX control. On a Mac, you can view your grades using Safari although you will be unable to complete the Lessons unless you can also run Windows (see above).
Frequently Asked Questions
I've logged into MyITLab, but where is the content?
In MyITLab, go to the Course Content tab and choose that you wish to view all content. This will display a listing of all assessments and trainings.
Does MyITLab work on the Mac OS?
No. MyITLab requires a computer with Microsoft Windows to run. If you don't have access to a computer with Windows, you can do your MyITLab lessons in CS101 Open Lab or the OIT/AIS Central Labs.
Can I begin a MyITLab Lesson and return to it later?
Yes. MyITLab allows you to save an attempt to return later. You need to choose this option when you first want to stop working - once you chose to submit an attempt, you cannot return. Make sure that you submit your lesson when you are done or you will not receive credit.
I'm not sure if the results from my assessment or training were successfully uploaded.
It is your responsibility to go to the My Submisions page after every MyITLab Lesson you complete. Here, you can verify that the server has the results from your assessment or training. If the results are not here, you need to notify your instructor immediately because we cannot give you credit for work that doesn't show up on the server.
The My Submissions page will also allow you to review your performance and the correct solution to each question.
The My Submissions page will also allow you to review your performance and the correct solution to each question.
What's the difference between Save for Later and Submit when I'm working on an assignment?
The Save for Later option will save your current work and exit MyITLab. You can later go back into MyITLab and pick up where you left off. This feature is helpful if you begin to work on a chapter but don't have enough time to complete it.
The Submit option finishes your current attempt and marks it as being ready for grading. You must Submit all of your assignments before you can receive credit for them. (Just clicking Save for Later doesn't allow them to be graded.) If you Submit an attempt, when you go back into MyITLab you will start over with a brand new attempt.
How are my grades determined?
To calculate your grades, CS101 goes through each of the chapter assessments in MyITLab. (Remember, each MyITLab Lesson contains several chapters.) In each chapter, we calculate your highest-scoring attempt and record how many questions you answered late and on-time. We then add up the results from your highest-scoring attempts across all chapters and assign points as listed in the syllabus.
How can I see my grades?
CS101 processes MyITLab grades several times a semester, generally after each Lesson is due. Grades are available through the CS101 Gradebook.
When we process your grades, we base your score on all of the work you have submitted. If you're working ahead, those extra questions will be counted in your grade.
When we process your grades, we base your score on all of the work you have submitted. If you're working ahead, those extra questions will be counted in your grade.
Problems with MyITLab
If
you are having problems with MyITLab Lessons, please be sure to
e-mail your instructor as soon as possible. If the CS101 staff
does not know of your trouble, there is no way that we can assist
you. Please provide a complete description of the trouble you are
experiencing.
Specific Problems
"Crash recovery is impossible!" Error
This error generally occurs if you are trying to begin a MyITLab assignment that you had previously worked on. The symptom of this error is that you receive the following error message:
Please let your instructor know of the specific assignment where you encountered this problem. They will need to delete your existing attempt to resolve this problem.
Common Solutions
Working through the following items can commonly help to resolve MyITLab problems.
Restart Internet Explorer
A lot of problems can be resolved simply by closing your browser and restarting it.
Clear IE History and Cache
One common solution to MyITLab problems is to clear Internet Explorer's history and cache. In Internet Explorer, go to the Tools menu and click on Internet Options. On the General tab, click on the Delete Files and Clear History buttons. Finally, exit Internet Explorer.
Check for Spyware/Adware
Spyware or adware can frequently interfere with the operation of MyITLab and the uploading of your results to the server. There are a variety of tools, both free and paid, that you can use to search for and remove spyware/adware from your PC. One free tool you may wish to consider using is Spybot - Search & Destroy.
Check Your Firewall
Firewall programs, such as ZoneAlarm and the Windows Firewall, are designed to prevent malicious network activity on your computer. Unfortunately, they can also keep your MyITLab results from being uploaded if you don't have things configured properly. If you are having trouble in having your scores submitted, you may wish to try disabling your firewall while working in MyITLab.
MyITLab Technical Support
If you are having problems installing MyITLab or are encountering errors with the software, please contact MyITLab Technical Support via the phone at (800) 677-6337 or via the Prentice Hall website.
When
you call, please be sure to indicate your name, MyITLab username, and that
you attend West Virginia University at Morgantown. Any details you
can provide regarding error messages or a desription of the problem
will be helpful.
Please let your instructor know what sort of response you get from the MyITLab Tech Support staff. If there is a problem with their response, we would like to make Prentice Hall aware of it.