Notice: Beginning with Spring 2010 semester, students 'new-to-online' learning must plan to login to the Virtual Campus in D2L and participate in the 'Student Orientation' starting with Priority Registration in November.
Steps to Getting Help with Desire2Learn courseware at SCCC: Using the Virtual Campus
This Help page is intended to assist you with technical issues. If you are having trouble with content or assignments in your online course, you must contact your instructor.
For TECHNICAL ISSUES with D2L at SCCC
FIRST - Try to discern if you are having difficulty with technology itself or in participating within the course.
If, for example, you cannot logon to D2L at the College 'MySCCC' portal, or your communication connection seems to not function, or you are unable to view documents in D2L on College or home computers, you likely have a technical problem. These are frequently related to not having activated a MySCCC account, or result from failure in a communication connection due to a non-D2L circuit issue, a business-located computer system use that does not allow passing of identity tokens due to firewall protections, or display/non-display issues that can be traced to browser versions(of Internet Explorer, as example) that are not fully compatible with the current D2L Virtual Campus courseware in use.
If, instead, you CAN access D2L, CAN click into your online course in D2L, and CAN use the active links to modules and documents in the course, any technical issue is likely related to something that is common (such as a Pop-Up blocker software that must be turned off or overidden by using the CTRL-key when clicking links), or, is a settings issue inside the course (such as a non-activated link, a start date that is missing, etc.) which then requires the instructor to resolve.
For TECHNICAL PROBLEMS involving Logins:
IF YOU CANNOT LOGIN TO D2L, YOU ALMOST CERTAINLY HAVE AN ISSUE THAT MUST BE RESOLVED BY SCCC - NOT BY D2L.
In some instances, a College/Campus Registrar or Academic Department or Student Affairs may need to be consulted to resolve registration, enrollment, or compliance issues affecting access to online courses. These sorts of issues take additional time to investigate and find a resolution - please understand.
D2L ACCESS and USE ISSUES: If you are unable to use D2L to submit assignments, cannot participate in discussions, or get an error when using an in-course content link, call the Desire2Learn Help Desk at 1-877-325-7778 during day or evening hours.
STEPS TO DIAGNOSING AND RESOLVING D2L ISSUES:
1. Did you take the 'Student Orientation' in D2L? If you forgot, logon to D2L for this resource tool. The Orientation is essential to understanding both how online learning works and specifically what to do when using the D2L courseware at the SCCC Virtual Campus. The Orientation is accessed by a clickable link in the blue header area of the loading page upon login to D2L (also known as the Org page).
2. Refer to SCCC Distance Education D2L web pages 'Students' link and the 'Getting Started' printable PDF brochure (accessed by a clickable link at the main page at the DE web site). These pages are regular updated with 'need to know' information: http://department.sunysuffolk.edu/DistanceEducation/index.asp
3.
Contact your professor/instructor to resolve COURSE PARTICIPATION issues. D2L Support Services nor OIT will be able to 'fix' instruction-related course content matters that are not technical issues but are in fact course management and curricula matters that are in the control of the professor/instructor.
4. Contact the College Office of Instructional Technology (OIT) Distance Education Assistance during regular business hours of 9am-5pm to address issues that Steps 1 and 2 above do not resolve. The number to call is: 631-451-4443.
