The Online Learning Help Desk staff assist students with a variety of technical queries such as login questions, e-mail account sign-in, navigation in an online course, myRichland access and navigation, and technical questions regarding personal computer systems requirements and troubleshooting. Staff members provide technical support through email, drop-in assistance, appointments, and telephone.
Home Computer Requirements
Before beginning your online course(s), your computer needs to be up-to-date with the appropriate hardware and software requirements. Your home computer needs to have the following:
- Operating System: Windows 7or higher or MAC OSX or higher
- Network connection: Broadband, DSL, or Wireless high-speed connection
- Browser Plug-ins:
- Adobe Acrobat Reader
- Anti-virus Software: Keep virus definitions updated and scan your computer on a regular basis.
- Note: It is strongly recommended that only one anti-virus program be used on your computer; if more than one is used, they will conflict with each other and cause problems.
- Spyware Removal Software: Keep spyware/malware/adware definitions updated and scan your computer on a regular basis.
- Application Software: Richland Community College uses Microsoft Office, which include Word, Excel, PowerPoint, and Access.
- If you do not have Microsoft Office: Office 2007 and 2010 documents are not compatible with older versions of Office (2000, XP, or 2003). However, there is a free “Compatibility Pack” available from Microsoft, that once installed on your home computer, will allow you to open Office 2007 & 2010 documents.
- If you do not have Microsoft Office: Microsoft Office is FREE for currently registered students through the Microsoft Student Advantage Program. Students should go to https://jics.richland.edu/MicrosoftStudentAdvantage/ and register for the program.
- Note: Microsoft Office is free for students as long as they are currently registered at Richland. Once they are no longer a Richland student, they will not have access to the free program.
Technical Support Request
The best way for students to get “general” technical help from the Online Learning Help Desk is to email the Online Learning Help Desk at email@example.com. Help Desk email is monitored throughout the workday, as well as evenings, weekends, and holidays. A Help Desk staff member will contact you within 12 hours of your submission, with a quicker response time during normal business hours of 7:30 a.m. to 5:00 p.m. on Monday through Friday. Summer hours are Monday through Thursday, 8:00 a.m. to 5:00 p.m.
Canvas “Help” Link
The quickest way to get assistance with Canvas issues is to click on the “Help” Link on the left when logged into Canvas, and then choose “Report a Problem.” The information submitted is immediately forwarded to the Help Desk, which is monitored throughout the workday, as well as evenings and weekends. A Help Desk staff member will contact you within 12 hours of your submission evenings and weekends, with a quicker response time during the normal business hours of 7:30 a.m. – 5:00 p.m., Monday – Friday. Summer hours are Monday through Thursday, 8:00 a.m. to 5:00 p.m.
If you are on campus and require technical assistance, Online Learning Help Desk staff is available during normal business hours of 7:30 a.m. – 5:00 p.m., Monday through Friday. The Help Desk is located in W143. Summer hours are Monday through Thursday, 8:00 a.m. to 5:00 p.m.
Make an Appointment
If normal business hours do not fit into your schedule or you need additional help beyond walk-in assistance, contact the Online Learning Help Desk at firstname.lastname@example.org or (217) 875-7211, ext. 6376, to set up an appointment with a member of the Help Desk staff.
Call the Help Desk
The Help Desk may be reached at (217) 875-7211, ext. 6376, Monday through Friday between the hours of 7:30 a.m. and 5:00 p.m. If no one is available to take your call, please leave a message and your call will be returned no later than the next business day. Summer hours are Monday through Thursday, 8:00 a.m. to 5:00 p.m.