Documentation:Distance and Blended Learning Course Support/Accessing the Help Desk

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Accessing the Help Desk

All systems are liable to occasional failure. If you cannot access your course, and you are sure you have logged in properly, check the service announcements and bulletins on the login page as there may be a system-wide issue. If you try again and still cannot connect, then send an email message to the Help Desk: lt.hub@ubc.ca. Contact information for the help desk is also available through the Learners Links on the Course tools menu.

If you experience difficulties using any of the tools in your course, first check the discussion board to see if others have experienced / resolved the same issue. If that doesn't help, then please contact the Help Desk.

When contacting the Help Desk, please include the following:

  • Course and section in which you are enrolled (e.g. PSYC320 98A)
  • Your CWL (no password!)
  • Any error message that you have received or a detailed description of the problem
  • Your computer operating system
  • Type and version of browser you are using (e.g. Firefox, Chrome, Internet Explorer, Safari)

The more information you provide, the faster the Help Desk will be able to help you resolve the issue.

The CTLT Help Desk is available Monday to Friday from 8:30 AM to 4:30 PM. They will respond within 24 to 48 hours, though usually much sooner.

For more information, please visit http://ctlt.ubc.ca/learning-technologies/

More information on using Connect can be found at http://learningcommons.ubc.ca/tech-support/tech-help/using-connect/

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