Section 6: How do I deal with technical problems

[ ♪ Lively Music♫] Section 6: 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. What do I do if I have a technical problem? 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. 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, even 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 or if they’re having some trouble signing in. A lot of the things that we can do are assisting
students when they are interacting and using Blackboard. As far as not having problems with Blackboard,
I consider myself a medium savvy computer user. I can figure out how to solve most things
on my own, but Blackboard has been pretty easy for me to use. It’s very easy with the menus on the side. You click courses and click which course,
and it gives everything on the left hand column. Blackboard’s pretty explanatory. You have all your tabs with your classes and
stuff. I would say it is pretty easy, especially
for most students just because most of us were probably born when technology came around. So I think we are using smartphones and stuff. So I think Blackboard is pretty easy to use
for teachers and students. I mean it’s almost like Facebook for classes. There are easily noted tabs. It’s like using any other Website. 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
and 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 recommend before
students starting an online course, it’s 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 app’s. 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. 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 11:59 p.m. 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 “Ok, I have to contact my instructor then,
I have to contact the Help Desk, and uh oh, now my assignment is late.” 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. MINDSET TIP
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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