Online Student Help

 

Who To Call and When

When to Contact Your Instructor

Please notify your instructor immediately if you require an ADD code to enroll in the course. Additionally, your teacher is your best resource when having problems accessing course materials. These problems include but are not limited to:

• Logging into the course
  (Most online courses are not available until the first day of the semester)
• Incorrect Username or Password
  What's my username | Password FAQs
• Email that is returned to you undeliverable
• You experience technical problems during an exam
  Refer to your syllabus for instructor policy | Exam Tips
• Portions of the site are not available
• Problems understanding the material
  
  Do not stop logging on; you may be dropped from the course. (Refer to your syllabus for attendance and withdrawal policies)
  
  Note: Instructors often designate an area in the discussion board where students are encouraged to post questions and receive peer support from classmates; make the most of your distance learning experience by utilizing this valuable resource often.
  
  View more Best Practices
  
  

---

Your instructor is NOT responsible to teach you the following:

• How to use Blackboard
• How to send attachments
• Troubleshoot your computer
• Use a word processor
  Unless you are taking a course to teach you these skills
• Install/download software
• Configure your hardware, software, email or browser
• Conduct web searches
  Sign up for LIR 110, Research Methods in an Online World, and learn how to develop this important skill

Not quite ready for distance learning? Check out Business Office Technology to enroll in courses that teach introductory computing skills.

---

When to Contact Your ISP

Your Internet Service Provider's technical support can walk you through the installation and configuration of software. Their contact information can be found on your billing statement and/or on their website. Contact your ISP for help with the following:

• Email setup associated with your ISP
  Not your GCCCD student account
• Inability to connect to the Internet
• Problems downloading software
• Security software
• Modem problems
• Equipment setup
• Troubleshoot wireless connectivity
  
  

---

When to Contact the Help Desk

The Help Desk is your best resource for troubleshooting technical difficulties associated with your GCCCD student accounts. These problems include but are not limited to:

• Incorrect Username and/or forgotten Password
• Unable to login WebAdvisor, Blackboard, student email, or physically into the network

---

The Help Desk is NOT responsible for the following:

• Troubleshooting your home computer
  Consider using the Open Computer Lab located in the Techmall as a backup plan when your home system is down
  
• Problems associated with your ISP
• Resetting quizzes/tests in Blackboard
• Help with course materials
  Consult Tutoring for assistance
• Install/download software
• Configure your hardware, software, email or browser
• Problems with the CCCApply website
  Learn more about CCCApply here