12
Step 5: Close the Firefox browser, reopen it and login to Canvas (https://lms.au.af.edu). All icons
should display properly and you should have complete functionality. If you experience issues accessing
Canvas, then please see the Troubleshooting section at the end of this handout.
Troubleshooting Tips and Tricks
If you follow all of the steps above but still have issues with Canvas, please try the following.
Step 1: Close your browser and reopen it. Login to Canvas.
- If this doesn’t work, please continue.
Step 2: You may need to clear your browser’s cache. Please click on the hyperlink to our FAQ site for
further instructions.
Chrome Users:
https://auservicedesk.af.edu/sp?id=kb_article&sys_id=79a1624c401fe74069bc436d37bc0e83
Internet Explorer Users:
https://auservicedesk.af.edu/sp?id=kb_article&sys_id=07f4ea8c401fe74069bc436d37bc0e5a
Firefox Users:
https://auservicedesk.af.edu/sp?id=kb_article&sys_id=3a726e4c401fe74069bc436d37bc0e4b
- If this doesn’t work, please continue
Step 3: You may have to check to see if your certificates contain a DoD Interoperability Root certificate.
If so, it has the potential to block access to specific websites.
CAUTION: Deleting the wrong certificate may cause some websites to stop working properly.
If you have any questions before proceeding, please contact the GCPME Student Services
office by submitting a help ticket at https://auservicedesk.af.edu and ask for assistance.
- Open Internet Explorer
- Internet Setting (top right hand corner of the page)
- Internet Options (Second from bottom-generally)
- Under the “Content” tab, select Certificates
- Select “Intermediate Certificate Authorities” tab
-- Under the “Issued To” or “Issued By” column, scroll down
-- Select & Remove anything that says “Interoperability”
- Save/Close
- Completely close out of all Internet Explorer windows.
- See if you can now get into Canvas