Helping us help you

When submitting a query to digital.learning@sheffield.ac.uk we will sometimes ask for some additional information to help diagnose the problem. This also helps us find out if the issue is related to an individual computer, system or browser.

Here is some guidance on how to find some of the things we may ask.


Where are you working?

Are you working on or off campus?

Is the machine you are using a personal machine, work machine or one owned by the university. We sometimes find networks accessed can have firewalls which can block access to particular sites. Try to find out if you company has any firewalls in place if you are having problems accessing university system at work.


Which browser are you on?

Below are the most common browsers and can be identifiable by their logo

Browser icons (chrome, firefox, internet explorer, safari, edge)

Most of our systems are web based application and so relies on whichever web browser you are using to be able to handle every task asked of it. Sometimes minor problems can be resolved simply by trying a different browser


What version of the browser are you on?

The way to find this depends on the browser you are using:

Google Chrome

Depending on the current version of Google Chrome on your computer, to view the About page, click the Menu icon near the top right corner of the Chrome window (just below the X button that closes the window).
> In older versions of Chrome, select About Google Chrome in the menu.
> In newer versions of Chrome, select Help and about, then select About Google Chrome.

Firefox

On the menu bar, click the Firefox menu and select About Firefox. The About Firefox window will appear. The version number is listed underneath the Firefox name.

Internet Explorer

Open Internet Explorer, select the Tools  button (or the Help button if you’re using Internet Explorer 8) and then choose About Internet Explorer.

Safari

Click on Safari in your browser menu, located at the top of your screen.
A drop-down menu will now appear. Choose the option labeled About Safari.

Microsoft Edge

Open Microsoft Edge .
Select More in the upper-right corner, and then select Settings.
Look for your version under About this app.


Which version of the operating system are you on?

Windows

There are various ways of checking the operating system dependant on which one you have. This page will help you to identify which you have

Mac

From the Apple menu (apple icon in top left corner), choose About This Mac. The version number appears beneath “macOS” or “OS X.”

Click the version number to see the build number.

IOS

To find the iOS version installed on your device, go to Settings > General > About.

Android

Open the “app drawer” — the entire list of apps installed on your phone. It’s almost always a button at the bottom of your home screen, in the center.

Scroll through the list of installed apps and look for an app named “Settings”. Tap the Settings icon to enter Android’s system-wide Settings app.

Scroll down on the Settings screen and look for an “About phone” or “About tablet” option. You’ll usually find this at the very bottom of the main Settings screen, under System.