Saturday, March 20, 2010
General FAQ's
Use this page to find answers to some of the commonly asked questions about the technology at Terra Community College. Click on a question to see the answer. From the answer, you can use the BACK link to return to the question.
QUESTIONS:
1.)  What are the system requirements for my computer to access Terra's online resources such as Angel Mycourse Portal?

2.)  I have a computer problem, what do I do?

3.)  What does the MLT at the Computer Lab Assistant Desk in the BAtrium do?

4.)  What services are available at the Computer Help Desk?

5.)  When is someone available at the Lab Assistant Desk?

6.)  When is someone available at the Computer Help Desk?

7.)  Where is the Computer Help Desk?

8.)  What is the phone number of the Computer Help Desk?

9.)  Can I e-mail for help?

10.)  What should I do before I contact the Computer Help Desk?

11.)  What information should I have available before I contact the Computer Help Desk?

12.)  Can I save my work on my computer?

13.)  What is student space and how do I get to it?

14.)  A message comes up when I try to save my work to “My Documents” that says there is no space available. What does this mean? What do I do?

15.)  I accidentally deleted all my homework from my file storage space. Is there a way I can retrieve it?

16.)  Can I access my work that is saved on Terra computers from home?

17.)  How can I save my work to take home?

18.)  A message came up in my Terra e-mail saying that there was not enough space available. What do I do?

19.)  Are there open lab times for working on my school projects? When?

20.)  What software is available on the BAtrium lab computers?

21.)  The Terra computer that I wanted to log in to has a message box that says “This computer is locked and needs an administrator or someone else’s name to unlock it.” What do I do?

22.)  I forgot and left my flash drive, CD, etc. in my computer classroom. Did someone find it?

23.)  What if I forget to log off?

24.)  Why can’t I download my pictures from my camera onto Terra computers? I have an USB cord that attaches to my camera.

25.)  How do I connect to the internet with my personal laptop when I am at Terra?

26.)  How can I turn in some handwritten paperwork to my instructor?

27.)  I am having trouble with Angel MyCourse, whom do I contact?

28.)  Some of the pages in Angel are not loading, can I do anything to correct this? What is happening?

ANSWERS:
1.)  What are the system requirements for my computer to access Terra's online resources such as Angel Mycourse Portal?
To use Terra online resources such as your Angel Course Management System and Angel course mail and student portal, your operating system must be either Microsoft Windows or an Apple Mac OS. In addition, you must use either Internet Explorer or Mozilla Firefox as a browser. Terra does not officially support any other operating system or browser.
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2.)  I have a computer problem, what do I do?
  • Try and narrow down your problem as closely as possible. Is it a login problem? A printing problem? Check the FAQ’s.
  • Ask the Lab Assistant at the desk on the 3rd floor of Building B for help. The Lab Assistant can usually provide the necessary help or will direct you to the person who can best help with your problem.
  • The Lab Assistant may suggest that you contact the Computer Help Desk in B308 for more technical help.
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    3.)  What does the Lab Assistant at the Desk on the 3rd floor of Building B do?
    The Computer Lab Assistant Desk is located on the 3rd Floor of Building B next to Room 305. If you have questions about a problem you are having with an individual computer in any of the labs or in the Atrium, you can ask for help here. Many of your questions including login problems, document saving, printing, etc. can be answered by the Lab Assistant at this desk. The Lab Assistant, if unable to answer your question, will direct you to the person whom you should contact.
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    4.)  What services are available at the Computer Help Desk?
    At the Computer Help Desk you can get your Student ID, reset your password, transfer money from Singles cards, activate a wireless account for your laptop to use on campus, handle more difficult login problems, unlock accounts, etc. YOU MUST HAVE YOUR STUDENT ID WITH YOU TO RECIEVE SERVICES AT THE HELP DESK.
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    5.)  When is someone available at the Lab Assistant Desk?

    The Lab Assistant Desk has a Lab Assistant available Monday through Thursday from 7:30 am until 11:00 pm. No Lab Assistant is available on Fridays or on weekends even though many of the Labs are open on Fridays and weekends. Open Lab Hours

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    6.)  When is someone available at the Computer Help Desk?

    The Computer Help Desk is open Monday through Thursday from 9:00 am until 5:00 pm and from 6:00 pm until 9:00 pm. On Fridays there is only limited service until 2:30 pm. The Help Desk is closed on Weekends.

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    7.)  Where is the Computer Help Desk?
    The Computer Help Desk is located in B308.
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    8.)  What is the phone number of the Computer Help Desk?

    You may call 419-559-2309 during the regular Computer Help Desk Hours. After hours, you may leave a voicemail and Help Desk personnel will contact you on the next business day.

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    9.)  Can I e-mail for help?

    You may e-mail the Computer Help Desk at HelpDesk@terra.edu

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    10.)  What should I do before I contact the Computer Help Desk?
  • Reboot your PC, this can solve some problems without any further action.
  • If you are at home, have you scanned your computer for spyware or malware?
  • If you are at home, is your virus protection up to date?
  • If possible, try and figure out exactly what area the problem is in—printing, logging in, saving documents, hardware, software, etc
  • Have you asked your instructor for help if you are in a class?
  • Have you asked the MLT at the Lab Computer in BAtrium for help?
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    11.)  What information should I have available before I contact the Computer Help Desk?

    If you come to the Helpdesk you must bring your student ID or staff ID. If you are calling, you will be asked to provide your student ID number, your social security number and/or your birth date for identification purposes. If you e-mail please do not include any personal information except your name and phone number if you wish us to call you.

    You will also need some basic information about the computer with which you are having problems:

  • Is your problem happening on a home computer or at the Terra?
  • If at Terra, what is the PC name listed on the front of the PC and the room number?
  • If at home, what browser are you using? (Internet Explorer, Netscape, AOL)
  • If at home, what operating system are you using? (Vista, Windows 2000, Windows XP, Macintosh).
  • What is the exact error you are receiving or problem you are having?
  • What category does your error fall in? Is it software? Hardware? Portal? Login? Email? Wireless? or something else?
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    12.)  Can I save my work on my computer?

    Yes, every student is assigned file storage space on Terra computers. When you are logged into your account, you may save into the “My Documents” file. Your work will automatically be saved on your account. You should be able to retrieve your work from any Terra computer that you are logged into. You can locate it in the “My Documents” folder.

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    13.)  What is file storage space and how do I get to it?

    Every student is assigned file storage space on Terra computers for saving documents. When you are logged in to your account you may save to or retrieve work from the “My Documents” file in the normal manner.

    OR you may

  • Click on "Start"
  • Click on "My Computer"
  • Under Network Drives--double click on "(H:)"
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    14.)  A message comes up when I try to save my work to “My Documents” that says there is no space available. What does this mean? What do I do?

    Open the “My Documents” file and delete some of your old files that are no longer relevant.

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    15.)  I accidentally deleted all my homework from my file storage space. Is there a way I can retrieve it?

    • You must contact the Help Desk identifying the files which were deleted. There is a possibility that these files can be restored.

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    16.)  Can I access my work that is saved on Terra computers from home?

    You cannot access Terra file storage space at home. This space is available only from Terra computers.

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    17.)  How can I save my work to take home?
    All of the computers at Terra have a USB port for use with a “Flash Drive.” These are the most efficient media for saving your work at this time. Flash Drives are available at The Terra Bookstore as well as most retail stores that handle computer equipment. Some computers also have floppy disk drives and/or CD drives. You may want to discuss these different media with your instructor or the Lab Assistant at the Lab Assistant Desk.
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    18.)  A message came up in my Terra e-mail saying that there was not enough space available. What do I do?

    Go to your “inbox” and delete some of your old messages. You must then empty the recycling bin to make space available for incoming messages.

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    19.)  Are there open lab times for working on my school projects? When?

    Yes, there are open times for all computer labs in the school with the longest times available in the Lab on the 3rd floor of Building B. Open Lab Hours

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    20.)  What software is available on the lab computers on the 3rd floor of Building B?

    Microsoft Office 2007, SAM 2007, and Peachtree are available. Periodically, instructors may request other programs be made available on certain computers in the BAtrium lab. The Lab Assistant at the Desk will be able to tell you if the program you need to use is installed on any of the computers.

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    21.)  The Terra computer that I wanted to log in to has a message box that says “This computer is locked and needs an administrator or someone else’s name to unlock it.” What do I do?

    If the previous user did not log off, the computer locks after 15 minutes of inactivity. Just restart the computer by holding the power button on the computer for 10 seconds.

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    22)  I forgot and left my flash drive, CD, etc. in my computer classroom. Did someone find it?

    We turn any found articles over to Security. You may check with Security in the Information Booth in building B, 1st floor or in room C116.

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    23)  What if I forget to log off?

    If you forget to log off, after 15 minutes of inactivity a Terra computer will be locked and only you or an administrator will be able to unlock it. However, prior to the lockdown, whoever happens to use the same computer will have total access to all of your records located in your student portal and in document files.

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    24)  Why can’t I download my pictures from my camera onto Terra computers? I have an USB cord that attaches to my camera.

    As a protection to our students and our computers, only certain personnel have rights to download any software onto Terra computers. If you want to transfer pictures from your camera to be used in a school project, you may download your pictures at your home computer and save to a flash drive or CD which can later be opened on your Terra computer. If you only have a few pictures, you may find it convenient after you have downloaded to your home computer to e-mail them to your own e-mail account and open them when you are here at school.

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    25)  How do I connect to the internet with my personal laptop when I am at Terra?

  • You may bring your laptop to the Computer Help Desk in B308 during the regular Computer Help Desk Hours. You will fill out a brief form and your computer will be authorized for wireless internet access on the Terra campus.
  • You may NEVER connect to the internet using the physical Terra internet Ethernet cable connection. To do so may result in loss of all computer privileges at Terra.

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    26)  How can I turn in some handwritten paperwork to my instructor?

    There are two ways that you can transfer written documents to your instructor:

  • Put in an envelope with your instructor's name, your name and your student ID # on the outside, your work inside, and drop into the designated mail slot in the wall across from the TerraVue cafeteria. OR
  • Scan your documents and e-mail as an attachment to your instructor. There is one scanner available on the 3rd floor atrium of Building B and another scanner available in the LRC. You should never e-mail any private information such as passwords or your social security number.

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    27)  I'm having trouble with Angel MyCourse whom do I contact?

    If you are having problems logging in to Angel you should contact the Help Desk. Computer Help Desk Hours. If you are having problems viewing or submitting assignments or tests, you should contact your instructor by e-mail or by the way that your instructor has designated.

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    28)  Some of the pages in Angel are not loading, can I do anything to correct this? What is happening?

    If you have updated your computer to Internet Explorer 8, you may be having this problem. If so, Click Here for instructions to correct this problem. You will not have this problem if you use Mozilla Firefox.

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    My Terra
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    Help Desk Regular Hours of Service

    Monday & Thursday --- 8:00 a.m. - 9:00 p.m.

    Tuesday & Wednesday --- 8:00 a.m. - 9:30 p.m.

    Friday --- 8:00 a.m. - 4:30 p.m.

    419-559-2309

    Room B308

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