ERAU Software Support

Helpful Tips

Basic Troubleshooting:

  • Restart the Computer: Logout and restart the computer. Sometimes a software update that is in progress will block the installation of software as the computer needs to be rebooted.
  • Clean the Web Browser: Clear the web browser cache and cookies. If you need assistance with clearning your cache and cookies, please visit the website of the browser you're using:

Computer Requirements & Browser Compatibility:

  • Computer Requirements: Please view the ERAU Worldwide Computer Requirements guide .
  • ERAU Computer Check: Check to see if your computer meets ERAU's requirements by using the ERAU computer checker .
  • macOS Compatibility: The macOS is compatible with most tools; however, some software may not install on macOS. Read more about macOS and software .
  • Recommended Web Browsers: ERAU recommends using Chrome, Edge, Firefox, or Safari as your browser. Note that the Safari web browser version ties into MacOS. Having trouble with Safari? Ensure your macOS is updated .

Single Sign-On (SSO) Information:

Many applications use Single Sign-On (SSO), which relies on certain cookies to function properly. Check your browser settings to ensure the following are not enabled:

  • Prevent Cross-Site Tracking: Enabled by default in Safari as a global setting.
  • Incognito Mode (Chrome) or Private Windows (Firefox): Cannot be used as they block and do not store cookies.
  • Enhanced Tracking Protection: Enabled by default in Firefox but allows the user to choose which sites can share with other sites.
  • Access Guidelines: Since many applications use SSO for access, ensure you access the application/site through ERNIE or Canvas.

Internet Issues?

Please contact your Internet Service Provider (ISP) for assistance.

VPN Support:

  • VPNs: VPNs are tools that make your internet connection more private and secure by encrypting the data you send and receive, making it harder for others to see what you're doing online. Unsure if your VPN is running? Check here

    • Extension Support:

  • Extensions: Extensions are small add-ons or upgrades for your web browser that add new features. They can change how certain websites look or work, or enhance your browsing experience.
  • How to check if you are running extensions: Chrome , Edge , Safari , Firefox

    • Need Help?

    Request assistance from IT Support. Information to include when requesting support:
    • What course and term is this for? (e.g., MATH 106 - July 2025)
    • What software do you need help with?
    • If you are using an ERAU tool guide, what step of the guide are you stuck on?
    • Include a link to the Canvas assignment you need help with.
    • Include screenshots of any errors you're receiving.
    • Include your web browser, browser version and operating system you are using.