How do I deal with technical problems?


[Upbeat music] [male narrator]
Section six: How do I deal with technical problems? In this section, you’ll see recommendations
for checking your computer before beginning online courses, how to get help when you need it, and how to solve technical problems. [staff member, Amy Netzel]
At Wake Tech, I work as an Accessibility Technologist,
but I work in the eLearning Support Department so I wear a couple a hats there,
which means I also work the Student Help Desk. Ah, just supporting students
when they call in with some troubles that they’re having with Blackboard, just try to help them through and
figure out what’s going on, and hopefully send them
on their way feeling confident about working in the course. The Help Desk can assist
with a variety of things when students call in. We can help verify with the student that
they are, indeed, enrolled in a course, you know, if they’re not seeing it right away
on the first day. We can help walk a student
through uploading an assignment. We can show them where
they need to go when they need to reset their password,
if they’re having some trouble signing in. A lot of the things that we can do
are assisting students when they’re interacting and using Blackboard. If a student’s having technical problems
in the course, the first thing they should do
is open up the line of communication with their instructor,
send them an email, make sure they let the instructor
know what course they’re in, what week, maybe, they’re in
just to help give some reference to where the problem is happening. After contacting the instructor,
they should give the Help Desk a call because that way we can kind of
peek in through the back door, see if it’s something that
we can assist the student with then and there – or if we need to,
maybe, submit a support ticket to our ITS department
for the technical issue that we can’t solve over the phone. One of the things that
we would recommend before students starting an online course, is just, kind of checking their equipment,
you know: Do they have a computer that’s up-to-date? Does it have, you know,
the most recent Java plugin installed? Are they able to successfully
log in to Blackboard? Just making sure that they’re ready
to go as far as the technical aspect. We do not suggest taking
your classes on a tablet or on your iPhone because
there can be many problems that arise with the apps. We especially do not recommend taking tests
with the app for a variety of reasons – first and foremost,
the tests don’t interact well with the app but
also because we don’t recommend taking tests over Wi-Fi. [staff member, Quatesha Clarke]
If a student is having a Blackboard issue, look, that’s why we have the staff,
that’s why we’re there to cater to you. So if you’re having a
Blackboard issue or anything, please reach out to your faculty,
your instructors because they will help you. [staff member, Amy Netzel]
One of the things we suggest to students, and I know instructors will
back me up with this, is that… try to turn in your assignment
as early as possible. A lot of them are due by, say,
11:59PM at night; don’t wait until 11:57,
11:58 to turn it in. Because if you do have
technical issues, that does open up,
you know, the avenue for “Okay, I have to contact my instructor,
then I have to contact the Help Desk, then uh oh, now my assignment is late.” [male narrator]
Remember, you should check your computer before beginning. Look to see if you have
the most recent browser and Java versions. Also, check to see if
you can log in to Blackboard. You can always call the Help Desk
when you have a technical problem. And remember, it is not recommended
to take an online course with your tablet or smart phone. [background music] [chimes] MINDSET TIP [Instructor Eaton]
We all have technical issues, and for the online student,
that can be particularly problematic. A student with a Growth Mindset,
who is faced with a technical problem, is much more likely to sort of
try many things and see what works and to learn from that. The student with the Fixed Mindset
may say, “Computers aren’t my thing; you know, I’m not really sure
what’s happened here.” If you have a Growth Mindset,
that’s the student who is, when faced with a menu of options,
is going to click on every option, see what they do. Find out, learn, see what works and
see what doesn’t work, try things out and then ask for help.

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