Service Notice: Classroom Support

As classes begin on Monday, Technology Services would like to highlight how to receive support during a class.

Teaching On Campus:

Please call Technology Services by using the room’s service phone.
Press or Say 1 to ensure you identify the call as a classroom emergency.
TS  will try to resolve the issue quickly. If necessary, TS will send a staff member with appropriate PPE to the classroom.

Teaching Online:

Please call Technology Services: (902) 585-4357 | Toll Free: 1-888-609-3330.
Press 1 or Say 1 to ensure you identify the call as a classroom emergency.
TS  will try to resolve the issue as quickly as possible.

Backup Plan:
If you or your students experience technical issues, it may not always be possible to address concerns during a live class.  It is recommend that backup plans be put into place.  Below is an example of a Glitch Policy that has been shared in some classes.

Glitch Policy:
MS Teams is pretty reliable but at some point this semester it will probably fail. Although we can’t plan for everything, we can try to be prepared.

If you have problems on your end. Unfortunately, I can’t provide technical support during class. I can give a few tips up front:

  • Download and use the Teams app rather than going through a web browser.
  • Make sure you are using the most recent version of Teams. Quit and restart the app once per week, at least, to keep it updated.
  • Check Teams device settings (is it picking up the right device?) and select the “New Meeting Experience”.
  • Turn off video if you don’t have a strong internet connection.
  • If something is glitchy, try leaving and rejoining the meeting (this does work sometimes!)
  • If you want to ask a question but can’t unmute or type into the chat, email it to the TA or text a friend in the class to ask for you.
  • Don’t panic! Remember that class sessions are being recorded so you can always catch up on what you missed.
  • If you are experiencing persistent problems, contact Technology Services: https://hub.acadiau.ca and check out Technical Success with Teams (https://hub.acadiau.ca/TDClient/KB/ArticleDet?ID=952)

If I have problems on my end. If I can explain what is happening, either via audio or in the chat, I will. It is possible that I will have to leave the meeting to solve the problem, possibly without explanation or warning. If that happens:

  1. Wait for two minutes. The first thing I will try is quitting and rejoining the meeting. That will take less than two minutes.
  2. If I don't reappear after two minutes, take a 5-minute break. Class will resume (if possible) seven minutes after I dropped off.
  3. If I’m not back by the end of the 5-minute break, the remainder of the class will be cancelled. I will send an email as soon as possible afterwards to explain how we will proceed/catch up.

SUPPORT:
All maintenance and Service Advisories are posted in several locations:  Twitter or Facebook or the TS website.  All scheduled work is placed on the Maintenance Calendar.  
Follow our Tuesday Tech Tips - https://hub.acadiau.ca/TDClient/KB/?CategoryID=124
For an overview on Technology Services Support Protocols, please see: https://hub.acadiau.ca/TDClient/KB/ArticleDet?ID=924

CONTACT:
Acadia Technology Services
http://ts.acadiau.ca
hub.acadiau.ca
Live Chat | 902-585-4357
Twitter | Facebook

 

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