My instructor Was Unable to Open The Document I Submitted

Occasionally an instructor cannot open a file submitted to a dropbox or attached to an email or discussion. This could be a corrupt file or simply saved in the wrong format.


Try the following:

  • Make sure the file was in the requested format.
  • If you do not have Microsoft Word, you can save the file from other word processing software as RTF (Rich Text Format).
  • Ask your instructor if a PDF would be acceptable.
  • If it is a special file type that is not supported in the dropbox, you can Zip the file.
    • In Windows, you can right-click on the file and Send to a compressed folder (zip).
  • Open the file in your software again and save it with a new name. 

Contact the Service Desk

  1. Contact the Service Desk to document the problem and get an Incident number to relay to your instructor.
  2. The technician will document the issue and provide you with an incident number.

Please have the following information ready:

  • Class name with section number (e.g. PSYC-2301 1001)
  • Browser and version you are using (e.g. Chrome, Firefox ESR 43.0.1 etc.)
  • Note the steps you took so the technician can duplicate the problem.
  • Note any error messages exactly. Take a screen shot if possible.
  • Provide your instructor with the incident number.

Call 832.813.6600 (toll-free 866.614.5014)

Contact the Instructor

  • Email within the course.
  • Use our Contact Directory to locate your instructor's contact information.
  • Provide your instructor with the incident number.