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Detailed Support Information

When experiencing technical difficulties in the classroom, the first place that students and faculty should go for assistance is the Technical Support area of your classroom. There are several resources there that can guide you through basic troubleshooting. However, you should not spend more than 20-30 minutes independently troubleshooting. If you cannot quickly resolve your issue, please reach out for assistance using the contact information found here.
If a student is having general issues with their browser or operating system, or having difficulty logging in to the VPN, cloud, etc., the best way to get help is to submit a ticket to the SON Help Desk.

If a student is experiencing a technical issue in a specific classroom, the best way to get help is to submit a ticket to the Course Support Team.

After Hours: If it is outside of the normal school business hours (M-F, 8:30am-5pm), please contact our After-hours Support team via phone (877-379-4609) or chat. They may not be able to resolve the issue immediately but can provide general technical assistance or escalate the issue to someone who can resolve it during normal business hours.

Any students who are experiencing technical difficulties should also make every effort to immediately inform their faculty member of the trouble they are experiencing, and let them know who they have reached out to in order to resolve the issue.

Type of Issue	Who to Contact	How to Contact
Cannot login to myJH/Hopkins servers.	SON Help Desk	Submit a Ticket -or Email: [email protected] and be sure to include: your nameJHED IDcomputer information (browser, OS, etc.)a detailed description of the issueand a screen capture if possible
Issues with Interactive Presentations, trouble viewing certain PDFs, or content not appearing as expected in classroom.	First, try the following possible solutions: • Try a different browser (Firefox and/or Chrome) • Clear your browser cache and restart your browser • For PDFs specifically, download the file rather than viewing in web	Submit a Ticket -or- Email: [email protected] and be sure to include: • First & Last Name • JHED ID • Course Name/Course ID • computer information (browser, OS, etc.) • a detailed description of the issue • and a screen capture if possible
Respondus is not functioning as expected.	First, review the Respondus Knowledgebase and the Respondus QuickStart Guide to see if you can find a resolution to your issue.If you are able to launch Respondus, you should also use the Help Center within the browser to resolve the majority of your Respondus issues.If these do not resolve the issue, contact: Course Support Team	Submit a Ticket -or- Email: [email protected] and be sure to include: • First & Last Name • JHED ID • Course Name/Course ID • computer information (browser, OS, etc.) • a detailed description of the issue • and a screen capture if possible
Difficulty submitting assignments, reviewing submissions, or accessing specific course content.	Course Support Team	Submit a Ticket -or- Email: [email protected] and be sure to include: • First & Last Name • JHED ID • Course Name/Course ID • computer information (browser, OS, etc.) • a detailed description of the issue • and a screen capture if possible
Questions about course content, discrepancies in course materials, issues with grading.	Course Faculty	Your course faculty information can be found in the Syllabus & Course Info area of the classroom.