Student Support: Where do I refer my students for technical assistance?
In your course's menu, there is a link called
Help. It links to a page of support advice, help resources, and NAU policy information for students.
While it's important for you to respond promptly to student questions about your course content and policies, it's best to leave almost all student
technical questions to tech support staff. You can point your students towards the following support options, or just remind them that the help contacts are on the
Bb Learn Login page. For all student tech support, and for after-hours tech support for everyone else, call or e-mail the STC:
One useful tip: If a student is having a problem, have them first try a different web browser or a different computer (if available). For example, they could try
Firefox or Google's
Chrome if Internet Explorer (Windows users) or Safari (Mac users) are acting up. Both are free downloads.
Why the STC?
The STC has lots of experience with common student technical problems, and the resources to solve them. They can use a "proxy tool" which allows the support staff to log in as the user (they won't require the user's password, nor should they ask for it) and check the course from his/her account. They also have the ability, with the user's permission, to remotely control the user's computer using a tool called
Bomgar. Please don't refer students to e-Learning support, as this is for faculty and staff only. If the STC encounters a problem they can't figure out, it is automatically escalated to e-Learning.
Weekly Maintenance
Bb Learn will be unavailable every Thursday morning from 2am - 6am MST for regular maintenance. Please log off before 2am on Thursdays. See the ITS
Outage page for information regarding system status, unscheduled outages, and maintenance schedules.
Student Self-Help
- You can refer students to these brief video tutorials if they need help performing basic tasks in Bb Learn.
- Blackboard Help's searchable topics and step-by-step instructions will also help your students find what they need.
