LIB732 Intro to Online Gavilan Lesson 6 Technical Problems & Solutions

Technical Support

When to Contact Your Instructor

Links to tutorials

Links to Plug-ins

Technical Support Information & Policies Since online courses rely primarily on the use of hardware and software, there may be times that you experience technical problems which will interfere with your ability to complete course assignments. Technology is no panacea. Hardware breaks down and software incompatibilities exist. We will work with you on technical problems that occur on YOUR end. Unfortunately, it is often very difficult to tell what the problem is without directly watching you and your screen. We will work diligently in resolving any problems that may arise on our end, such as network down-time, course access problems, passwords, etc. If you cannot access your ilearn.gavilan.edu course site, contact your instructor or the Distance Education Coordinator (408 848 4885, or disted@gavilan.edu). Be sure it is not a problem with your ISP or computer first. We are NOT responsible for the following issues on YOUR end: modem problems hardware problems local software problems problems with your Internet Service Provider setting up your email account on your home computer problems downloading software Please contact your Internet Service Provider for assistance with the above problems. Their technical support can walk you through installation and configuration of software. Locate their technical support phone number on your billing statement or their homepage. When to Contact Your Instructor Please notify your instructor immediately if you are having problems accessing course materials over the Internet or via email, depending on the course delivery method. These problems include, but are not limited to, accessing the course (inactive or wrong URL), inactive or incorrect password, returned email messages, etc. Also, do not put off contacting your instructor if you are having problems understanding the material. Do not just quit logging on. If you don't "show up" for any length of time, you may be dropped from the course. Please refer to your instructor's syllabus for his/her "attendance & withdrawal" policy. Please remember that your instructor is NOT responsible for: (Unless, of course, you are taking a course specifically designed to teach you these skills) teaching you how to send attachments. teaching you how to conduct web searches. teaching you word processing commands. teaching you how to download. teaching you how to set up your hardware and software. teaching you how to configure your email. Be sure you have the necessary technical knowledge, equipment, and software to succeed in an online course. Lesson 2 offers an overview of what technology and equipment is needed.

Web Tutorials and Other Resources Here are some useful web sites that offer help and guidance for web-based learning. Net Tools Center: How to be a Web Hound http://www.mcli.dist.maricopa.edu/webhound/index.html Find what you want on the world wide web. Searching Tips http://www.foothillglobalaccess.org/main/search_tips.htm Get advice on how to conduct narrow searches. Evaluating Tips http://www.gavilan.edu/library/english/academicres.html Review criteria on how to evaluate internet sources. Search Engines http://www.foothillglobalaccess.org/main/search_engines.htm Find what you want through various search engines. Netiquette http://www.foothillglobalaccess.org/main/netiquette.htm Read some tips on appropriate online etiquette. Email Basics http://www.foothillglobalaccess.org/main/email_basics.htm Review some basic tips on handling email. Encyclopedias & Dictionaries http://www.foothillglobalaccess.org/main/dictionaries.htm Wonderful collection of online dictionaries (English and bilingual), thesauri, encyclopedias, and resources on slang and idioms. Writing Center http://www.gavilan.edu/writing/ Great resource for assistance with the writing process, language and style, grammar, and much more. Research Tools Center http://www.foothillglobalaccess.org/main/research.htm The most valuable collection of online research tools, links to virtual and "real" libraries, and online databases--a great aid when writing research papers. Reading Tips Center http://www.foothillglobalaccess.org/main/reading.htm Need help becoming a better reader? Lots of tips and study guides are offered here. Math Center http://www.foothillglobalaccess.org/main/math.htm Need help with math? Useful math sites.

Browser & Plug-In Downloads If you don't have one of these browsers, download a compatible browser now. They are free. Be sure to download the proper browser version for your Operating System. Firefox Firefox with Google Toolbar Works with PCs or MACs. Built-in Google search box, plus other handy tools. Internet Explorer: 5.0 or higher Microsoft downloads For Windows For the Mac: Mac OS 8.1 to 9.x or Mac OS X Netscape Navigator Netscape downloads Choose Communicator or Navigator The AOL browser is not compatible with our system. If AOL is your Internet Service Provider, you must take these steps in order to have everything working in your classroom area: Log onto the Internet using your AOL account. Minimize the AOL screen by clicking on the top right button that looks like a hyphen (-). If you're on a Mac, minimize by clicking on the yellow button on the top left corner. Open Netscape, Internet Explorer, Mozilla, Firefox, or any other browser you have on your computer. See the browser list above to download another browser if you don't have one. Now go to the Gavilan Distance Education Page (http://ilearn.gavilan.edu/), log into the site using that browser, and then find your class. Remember, DO NOT USE THE AOL BROWSER to log into the classroom. Many of the graphics won't show up, text boxes, radio buttons and check boxes will be missing, and you will be very frustrated. Plug-Ins Windows Media Player - plays mp3 and wmv files. Comes with all Windows systems, and can be downloaded free for Macs. http://www.versiontracker.com/dyn/moreinfo/macosx/13112 iTunes - plays mp3 and mp4 files, audio and video. Comes with newer Macs, and can be downloaded for Windows systems. http://www.apple.com/itunes/download/ RealPlayer - allows you to hear/view audio/video. Be sure to install it after you have downloaded the program. It will then automatically play any sound or video that appears. http://www.real.com/freeplayer/?rppr=rnwk QuickTime - Apple's QuickTime is complete technology for handling video, sound, animation, graphics, text, and music. http://www.apple.com/quicktime/download/ Flash - With Macromedia Flash Player, you can view animation and entertainment on the Web. Flash is used in some courses for interactive quizzes, animation, and activities. http://www.macromedia.com/go/getflashplayer Shockwave - With Macromedia Shockwave Player, you can view multimedia games, learning applications, and product demonstrations on the Web, using 3D technology. Shockwave is used in some courses for interactive quizzes, animation, and activities. http://sdc.shockwave.com/shockwave/download/download.cgi? Acrobat Reader - Some files, such as the Gavilan application form, have been put into special .pdf formats, so that they will appear on every computer screen in exactly the same format as the writer intended. In order to view these .pdf formatted files, you will need Adobe's Acrobat Reader. Free to download, of course. http://www.adobe.com/products/acrobat/readermain.html

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Last updated on Sept. 1, 2008