As we continue to navigate what can only be described as a tumultuous season, we are in awe of the resilience of our learning community. Students and Instructional Staff together have shown us what it means to be faithful in the large and the small as we continue to move through this pandemic together.
We’ve created this page to orient you to available support and resources in your academic journey. You will find information, FAQ’s, technical support links, and resources in one central location. We will keep this page updated on a regular basis.
Technical Support for Online Courses
Library, Populi, and Google Suite
Our institutional support team has been gathering FAQs from students and have made some tutorial videos to help those who are new to these online learning platforms. Here is a folder containing those tutorial videos and FAQ’s. For further support, contact email@example.com.
If your class will be meeting in Zoom, your instructor will post it in Populi under the links tab on the course page. You do not need to have your own Zoom account in order to join the class. Click on the link to enter the class.
→ For more information, see Zoom’s Join a Meeting support article
Depending on the settings of the room, you may be able to join by phone.
→ For more information, see Zoom’s Joining a Meeting by Phone support article
Your instructor may also use a Zoom room for office hours. Depending on how they configure their room, you may be placed in a ‘waiting room’. When your instructor is ready for you to enter their personal Zoom room, you will be admitted.
→ For more information, see Zoom’s Waiting Room support article
Find a stable location for your laptop/camera. Do not hold the camera on your lap.
You can test your Zoom connection before your first class.
→ For more information, see Zoom’s Testing Computer or Device Audio Support Article
If you are having trouble, check the following:
|I can’t reach the Zoom room||Make sure you have the correct URL.|
|I can’t enter the Zoom room||You may be trying to enter the Zoom room outside of the scheduled time.|
|I’m still in the Zoom waiting room||Your instructor controls who is admitted to their room. If you are still in the waiting room, your instructor may be meeting with someone else, or not presently available.|
|My audio is muted||Your instructor may have set the class to begin with everyone’s audio muted. You can change the mute settings by clicking on the microphone button, most likely in the lower left hand corner of your screen.|
|My instructor can’t hear me||Check and see if you are still muted. If so, click on the microphone icon in the lower left hand corner of your screen.|
|I can’t hear my instructor||Make sure that the sound is turned on on your device. How you do that will depend on the device you are using.|
|My instructor can’t see me||You may not have video turned on. Click on the video camera in the lower left hand corner of your screen, next to the audio microphone button.
Make sure that you do not have your camera blocked. Your camera is probably at the top of your monitor. Some computers have shields so that you can cover the camera when not in use.
|The video or audio is choppy||This can happen when you don’t have enough internet bandwidth. If this happens to you, try using a wired connection rather than wifi, or move to a location with few users on the wifi.
You can also try turning off the video (click on the video camera in the lower left hand corner next to the microphone icon) and using only audio.
|I don’t know how to leave a break-out room||If your instructor has placed you in a breakout room, you can exit by clicking on the “Leave Break Out Room” button in the lower right hand side of your screen.|
|I got dropped from the class.||Your connection can drop for a number of reasons. If you get dropped out of the meeting, go back to the URL and re-enter the room.|
|Nothing has worked!||If worst comes to worst, try rebooting your machine and re-entering your class Zoom room. If that doesn’t help, try using a different device, like your mobile phone or a tablet. Or call the Zoom room phone number and participate with just audio.|
Advising and Academic Support
While classes are being held remotely, academic support and advising is still available. You can also visit the Students page for more information.
For advising and registration assistance, please email firstname.lastname@example.org.
For accessibility and accommodations please email Daniel Tidwell-Davis at email@example.com
For remote library services including online research databases, online books, and other writing assistance, please visit the School’s library page. You can also email the library directly at firstname.lastname@example.org.
Student Support and Community Connections
The Office of Students and Alumni is available to support students as needed during this season. We have compiled a list of available community and government resources for those experiencing loss of income/jobs due to the Coronavirus outbreak and response. This google document will continue to be updated as additional resources become available.
If at any point you would like someone to talk to, you are welcome to contact Becca Shirley at (email@example.com) or Daniel Tidwell-Davis (firstname.lastname@example.org). We are available for Facetime, Google hangouts, or Zoom conversations throughout the week and would be glad to set something up with you. Daniel Tidwell-Davis is continuing to support students with their disability accommodations.
If you need to contact an instructor, you can find their contact information in Populi or use the Faculty and Staff Directory.