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Technology Assistance FAQ

What do I do when I need tech help during a Zoom class meeting or while taking an exam on Canvas?

STUDENTS

If you have questions about your course, please email your instructor. If you have tech questions you, refer to these resources:

The phone lines are available Monday through Friday 7:00 AM – 9:00 PM and Saturday and Sunday 8:30 AM – 5:00 PM

FACULTY/STAFF

Can we use STATA/ SASS/ SPSS/ GIS/ Nvivo software remotely?

Access to these applications can be made available to courses which require them. Professors teaching courses that require the use of STATA/SAS/SPSS/GIS/NVivo need only to submit a list of their student's Tulane email addresses to SPHHELP@tulane.edu and we will grant access to those users. We will also provide instructions on how they can access these programs from off campus.

In addition, SAS and SPSS are available for free to our students at https://tulane.onthehub.com/

In the meantime if you need assistance with your technology:

STUDENTS

If you have questions about your course, please email your instructor. If you have tech questions you, refer to these resources:

The phone lines are available Monday through Friday 7:00 AM – 9:00 PM and Saturday and Sunday 8:30 AM – 5:00 PM

FACULTY/STAFF

What do I do if I don’t have internet or limited access?

As of right now, computer labs are open and students can enter Tidewater to use them, but remember to practice social distancing. If you have a smartphone, you can use the Zoom application to access live classes. You can also use your smartphone as a hotspot to provide internet connectivity for your laptop. Contact help@tulane.edu if you need assistance with any of these methods. Students can apply to Tulane's Emergency Fund here if they need additional assistance: https://tulane.co1.qualtrics.com/jfe/form/SV_9AGBWBVRkUufivP

What can we do to mitigate background distractions during Zoom classes or calls?

Use virtual backgrounds if needed on Zoom. If you don’t need to speak, mute the sound if there is distracting background noise. You can also turn off your video if needed.

I don’t know how to use Terra Dotta.

Sherri Yang has provided online webinar tutorials on using Terra Dotta. They can be viewed here:

What do I do if Zoom won't let my participants share their screen?

Please be advised that we have received reports that the zoom settings were reset by administrator. In particular, the screen sharing options which allow participants to share their screen. If you experience this, you can change the settings back to where they were or choose the options that works best for you by doing the following:

Zoom Image

I've heard about "zoombombing" and party crashing. How can I prevent this from happening in my Zoom classes and other online meetings?

According to Wikipedia: Zoombombing refers to the unwanted intrusion of an individual in a video conference call. The term became popular in 2020, after the COVID-19 coronavirus forced many people to stay at home, and use videoconferencing on a large scale.

So what can you do? Following are steps you can take to control your Zoom meetings:

  • Avoid using your Personal Meeting ID (PMI) to host public events.
  • Require users to sign in to join a meeting (will only allow your domains to access)
  • Turn off file transfer
  • Mute Participants on Entry
  • Prevent removed participants from rejoining
  • Remove the ability for participants to share their screen (you can give them back this ability when you are ready)

As you can see, one of the tips is to remove the ability for participants to share their screen. This explains why Tulane’s Zoom administrator made this change last week.

This article discusses these tips, how to change them, and more.

https://blog.zoom.us/wordpress/2020/03/20/keep-the-party-crashers-from-crashing-your-zoom-event/

If you have any questions or need help with these options, please e-mail SPHTM-IT at sphhelp@tulane.edu.

How do I request technology assistance from off campus?

Faculty/Staff/Students

SPHTM-IT

Faculty and Staff can submit support tickets at http://support.tulane.edu or email   SPHHELP@tulane.edu

Faculty and Staff looking for support over the phone should call:

  • 504-988-2685 or 504-988-8888, From the Uptown or Downtown Campus

Main University IT

Students should visit the Service Desk at http://support.tulane.edu

Students may enter a support ticket at http://support.tulane.edu or email help@tulane.edu, SPHHELP@tulane.edu

Students looking for support over the phone may call:

  • 504-862-8888 or extension 2-8888, From the Uptown Campus
  • 504-988-8888 or extension 8-8888, From the Downtown Campus

The phone lines are available: Monday through Friday 7:00 AM – 9:00 PM  or Saturday and Sunday 8:30 AM – 5:00 PM

 

All information subject to change, updated March 30th, 2020