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Difference between revisions of "Technical Help"

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= Problems logging on to accessBCC=
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= accessBCC=
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[http://accessbcc.bristolcc.edu/ accessBCC] is BCC's online portal. To log-in to accessBCC from a PC go to the BCC homepage and click on the accessBCC login located on the left side of the page. To log in to accessBCC from a mobile device scroll to the bottom of the BCC home page and select accessBCC under the Online Portals list. If you have never used accessBCC before, you must [https://selfservice.bristolcc.edu/PROD/ZPGKOUSR.p_UpdateUser create a new accessBCC account].
  
==How to log into AccessBCC==
 
If you would like instructions for logging into AccessBCC please review [http://portal.bristol.mass.edu/misc/accessBCCTour.htm this video].
 
  
== I forgot my username or password ==
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== I forgot my accessBCC username or password ==
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On the [http://accessbcc.bristolcc.edu/ accessBCC log-in page], click on the [https://selfservice.bristolcc.edu/PROD/ZPGKOUSR.p_GetSecretQuestion Forgot Username/Password link]
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If you are still having difficulty after trying this process, please contact the ITS help desk by calling (508) 678-2811 x2134.
  
On the [https://portal.bristol.mass.edu/cp/home/displaylogin accessBCC log-in page], right below the log-in button are two links that will help you obtain your user information. If after trying these links you are still having problems please contact the help desk by calling (508) 678-2811 x3333.
 
  
 
== I'm getting a "Failed Login" message ==
 
== I'm getting a "Failed Login" message ==
  
 
If you see a message that says "username and password pair not found" it means that you are likely typing something incorrectly. Make sure your CAPSLOCK is not enabled. If you cannot remember your password follow the links to obtain your user information.
 
If you see a message that says "username and password pair not found" it means that you are likely typing something incorrectly. Make sure your CAPSLOCK is not enabled. If you cannot remember your password follow the links to obtain your user information.
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== I'm getting a message that my account has been disabled ==
 
== I'm getting a message that my account has been disabled ==
  
If you incorrectly enter in your username and password more than three times the system will temporarily disable your account. It will unlock itself automatically after 10 minutes. If it does not please contact the help desk by calling (508) 678-2811 x2134.
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If you incorrectly enter in your username and password more than three times the system will temporarily disable your account. It will unlock itself automatically after 10 minutes. If it does not please contact the help desk by calling (508) 678-2811 x2134 or by using the [https://portal.bristol.mass.edu/misc/its/ ITS help desk form]
 
 
== I am being timed out of accessBCC as soon as I log in ==
 
  
This can occur if you are using a '''browser that is not compatible with accessBCC''', such as '''MSN, AOL, or NetZero'''. In order to use accessBCC and eLearning you must be using a [http://dl.bristolcc.edu/wiki/index.php/Technical_Help/Browser_Help  compatible web browser] such as Internet Explorer or Firefox.
 
  
 
== I changed my password and I still cannot log into accessBCC ==
 
== I changed my password and I still cannot log into accessBCC ==
  
After changing your password you must wait wait approximately 5 minutes before trying to log in.  This will allow sufficient time for the system to process your password change.
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After changing your password you must wait approximately 5 minutes before trying to log in.  This will allow sufficient time for the system to process your password change.
  
== I am receiving an  ''Account Disabled''  error message ==
 
  
If you have tried to log into the system multiple times with the wrong username and password your account will be automatically locked out.  This is to help protect your security.  You will have to wait at least 15 Minutes before trying to log into the system again. 
 
  
If you believe that you are receiving this message in error contact the ITS Help Desk at (508) 678-2811 x2134.
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=Office 365=
  
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[[Image:Office365logo.png | Office 365 Logo]]
  
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Office 365 is where students go to access their '''BCC email''' and to use web-based versions of common Office products including Word, Excel, and PowerPoint. Students also have access to OneDrive, an online file storage and sharing service similar to DropBox and Google Docs.
  
=Using accessBCC email =
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In addition, all students registered for '''credit courses''' will have an active subscription to download and install a desktop version of Office 365 software for no additional cost on up to 5 devices. The Office 365 subscription will be active for as long as you are enrolled in credit courses at the College.
  
All BCC students have their own BCC email account that is accessible through accessBCC. It is important that you regularly check this account and also manage it!
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Students access the Office 365 by logging into accessBCC and clicking on the links provided under QuickLinks. Additionally students can access Office 365 with their PC, Mac, Windows RT, Android or iOS devices through [http://products.office.com/en-us/mobile/office Office 365 for Mobile Applications.]
  
== What is my email address? ==
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==What do I need to run Office 365?==
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Although Office 365 runs "in the cloud" you do need a computer with the [https://support.office.com/en-us/article/Office-365-system-requirements-719254c0-2671-4648-9c84-c6a3d4f3be45?ui=en-US&rs=en-US&ad=US appropriate system requirements and supported browsers.]
  
'''Student''' email addresses follow this format:
 
  
firstinitiallastname#@mail.bristol.mass.edu
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== Where can I go if I have questions about Office 365?==
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#[[Media:Office365Brochure.pdf | View the Office 365 brochure in PDF format.]]
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#[https://www.bristolcc.edu/specialevents/accessbcchelp/itshelpform/ Contact the ITS Help Desk].
  
''Example: jstudent11@mail.bristol.mass.edu''
 
  
It's important to remember the "'''mail'''" part of the email address. If you don't include this and someone tries to send you main it will be returned to them as undeliverable!
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== What is my BCC email address? ==
 
 
BCC '''Faculty and Staff''' have a different email addressing system. All BCC employees follow this email format:
 
  
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'''Student''' email addresses follow this format:
  
firstname.lastname@bristolcc.edu
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accessBCCusername@bristolcc.edu
  
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''Example: jstudent11@bristolcc.edu''
  
<i>If you are an adjunct faculty member please speak with your Divisional Dean about getting a bristolcc.edu email account.</i>
 
  
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BCC '''Faculty and Staff''' have a different email addressing system. All BCC employees follow this email format:
  
If you're not familiar with how accessBCC email works we encourage you to take a look through the following files:
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firstname.lastname@bristolcc.edu
 
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''Example: jane.doe@bristolcc.edu''
#[[Media:AttachingFilesaccessBCCemail.pdf | Add attachments to an email message]]
 
#[[Media:DeletingaccessBCCemail.pdf | Delete accessBCC email]]
 
#[[Media:ForwardingMessagesaccessBCCemail.pdf | Forward your accessBCC email to another address]]
 
 
 
It is also important that you regularly manage your mail. If your inbox gets too full messages will not be able to be delivered or sent. If your instructor said that s/he sent you an email but you didn't receive it you may have a full mailbox!
 
 
 
== Setting "Save Sent Messages" ==
 
 
 
In accessBCC's email, sent messages are not saved to the sent folder by default. You can enable this option with the following steps:
 
 
 
#Log into accessBCC and click on the email icon
 
#Once you are in the email click on the Options tab
 
#Click on the "'''Message Preferences'''" option
 
#Verify the that there is a check mark set for "'''Save Sent Messages:'''" when you compose and new message.
 
 
 
 
 
=Problems with accessing eLearning courses=
 
  
  
== I logged on to accessBCC but I cannot access my courses ==
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=eLearning=
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[[Image:eLearning_logo.png | eLearning Logo]]
  
Courses will become available to students on the first day of classes. If you log on before the term start date and click on a class link on the eLearningBCC page you will get a message that the course is not available. Once the term begins you will be able to access your classes.
 
  
== One of my courses disappeared ==
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== One of my courses disappeared in eLearning ==
  
 
If a course was displaying in your course list but then "disappeared" one of three things may have happened:
 
If a course was displaying in your course list but then "disappeared" one of three things may have happened:
  
#It’s possible that you have been withdrawn from the class for non-payment. This process usually happens right around the beginning of the semester. If you think this may be why your courses aren't showing up contact the [http://www.bristolcc.edu/Enrollment%5FCenter/sao/ Student Accounts Office].
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#It’s possible that you have been withdrawn from the class for non-payment. This process usually happens right around the beginning of the semester. If you think this may be why your courses aren't showing up contact the [http://www.bristolcc.edu/students/financialaid/ Student Accounts Office].
 
#Once classes get underway you can be dropped from a course by your instructor if you do not regularly attend class. (And yes, distance learning classes have attendance policies too!) If you have not been active in the course site it is possible that you have been withdrawn from the course. You should contact your instructor if you think this is what happened and have questions or concerns about the process.  
 
#Once classes get underway you can be dropped from a course by your instructor if you do not regularly attend class. (And yes, distance learning classes have attendance policies too!) If you have not been active in the course site it is possible that you have been withdrawn from the course. You should contact your instructor if you think this is what happened and have questions or concerns about the process.  
#It is possible that a technical glitch has occurred. If your accounts are up-to-date and you have been attending class please contact the [http://www.bristolcc.edu/Academics/distance_learning/help/dl_helprequest.cfm distance learning help desk.]
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#It is possible that a technical glitch has occurred. If your accounts are up-to-date and you have been attending class please contact the [http://dl.bristolcc.edu/wiki/index.php/Additional_Help eLearning help desk.]
  
 
== I'm having problems getting to my courses ==
 
== I'm having problems getting to my courses ==
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Here are a few things to try before contacting the help desk.
 
Here are a few things to try before contacting the help desk.
  
1. Are you able to get to the '''Bristol homepage''' at [http://www.bristolcc.edu http://www.bristolcc.edu]?  
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#Are you able to get to the '''Bristol homepage''' at [http://www.bristolcc.edu http://www.bristolcc.edu]?  
 
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#If you can get to the college's homepage can you get to <b>[http://accessbcc.bristolcc.edu/ accessBCC]</b>?  
2. If you can get to the college's homepage can you get to <b>[https://portal.bristol.mass.edu/cp/home/displaylogin accessBCC]</b>?  
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#If you're not having any luck connecting to the college you can try '''logging in directly to the eLearning server where your course materials reside''': [https://bristolcc.blackboard.com/ https://bristolcc.blackboard.com/]
 
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Both servers are hosted off-site and so they should be available even if our local network is experiencing issues.
3. If you're not having any luck connecting to the college you can try '''logging in directly to the eLearning server''': [http://bristolcc.angellearning.com http://bristolcc.angellearning.com]. The server is hosted off-site and so it should be available even if our local network is experiencing issues.
 
 
 
Please note that occasionally technical troubles do happen. We will do our best to communicate outages to you through announcements on the college's homepage, on the accessBCC log-in page, and via '''BEE Notified''', the college's emergency response system.
 
 
 
 
 
 
 
== Browser Compatibility ==
 
 
 
===List of Compatible Browsers===
 
 
 
In order to use accessBCC and eLearningBCC you must be using a [http://dl.bristolcc.edu/wiki/index.php/Technical_Help/Browser_Help compatible web browser]]. If you are using a web browser that is not compatible you may experience problems while using both accessBCC and eLearningBCC.
 
 
 
=== Using Firefox ===
 
 
 
We highly recommend the use of [http://www.getfirefox.com Firefox] as a web browser on both the Mac and PC platforms.
 
 
 
Internet Explorer will block file downloads and may not display content properly. If you are having any problems accessing content from accessBCC or eLearningBCC please download and install [http://www.getfirefox.com Firefox]. Be sure to also check to make sure that your system is allowing pop-ups (see below).
 
 
 
=== Allowing pop-ups ===
 
 
 
In order to access and use both accessBCC and eLearningBCC you will need to disable pop-up window blockers.
 
 
 
Pop-ups are new browser windows that open when you click on a link. They are often used on commercial web sites for advertising, surveys or preference settings and most browsers and virus protection programs are configured to automatically block them. accessBCC and eLearningBCC use pop-up windows to give you access to common site tasks. If you click on a link and nothing happens it is likely that pop-ups are being blocked. Common symptoms of pop-up blocking include not being able to read or post to the discussion board or send mail in eLearningBCC.
 
  
Please note that even if you set your browser to allow pop-ups, many browser toolbars (like the Yahoo! and Google toolbars) will block pop-ups. In addition, virus protection programs like Norton Anti-Virus also have built-in pop-up blocking protection.  
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Please note that occasionally technical troubles do happen. We will do our best to communicate outages to you through announcements on the college's homepage, on the accessBCC log-in page, and via '''BEE Notified''', the college's emergency response system.
  
[[Technical_Help/PopUp_Help | Learn how to disable pop-up blocking.]]
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'''In addition, our servers do have regular maintenance windows on Friday mornings between 2-6am so please plan accordingly!!!'''

Latest revision as of 08:27, 2 November 2017

accessBCC

accessBCC is BCC's online portal. To log-in to accessBCC from a PC go to the BCC homepage and click on the accessBCC login located on the left side of the page. To log in to accessBCC from a mobile device scroll to the bottom of the BCC home page and select accessBCC under the Online Portals list. If you have never used accessBCC before, you must create a new accessBCC account.


I forgot my accessBCC username or password

On the accessBCC log-in page, click on the Forgot Username/Password link

If you are still having difficulty after trying this process, please contact the ITS help desk by calling (508) 678-2811 x2134.


I'm getting a "Failed Login" message

If you see a message that says "username and password pair not found" it means that you are likely typing something incorrectly. Make sure your CAPSLOCK is not enabled. If you cannot remember your password follow the links to obtain your user information.


I'm getting a message that my account has been disabled

If you incorrectly enter in your username and password more than three times the system will temporarily disable your account. It will unlock itself automatically after 10 minutes. If it does not please contact the help desk by calling (508) 678-2811 x2134 or by using the ITS help desk form


I changed my password and I still cannot log into accessBCC

After changing your password you must wait approximately 5 minutes before trying to log in. This will allow sufficient time for the system to process your password change.


Office 365

Office 365 Logo

Office 365 is where students go to access their BCC email and to use web-based versions of common Office products including Word, Excel, and PowerPoint. Students also have access to OneDrive, an online file storage and sharing service similar to DropBox and Google Docs.

In addition, all students registered for credit courses will have an active subscription to download and install a desktop version of Office 365 software for no additional cost on up to 5 devices. The Office 365 subscription will be active for as long as you are enrolled in credit courses at the College.

Students access the Office 365 by logging into accessBCC and clicking on the links provided under QuickLinks. Additionally students can access Office 365 with their PC, Mac, Windows RT, Android or iOS devices through Office 365 for Mobile Applications.

What do I need to run Office 365?

Although Office 365 runs "in the cloud" you do need a computer with the appropriate system requirements and supported browsers.


Where can I go if I have questions about Office 365?

  1. View the Office 365 brochure in PDF format.
  2. Contact the ITS Help Desk.


What is my BCC email address?

Student email addresses follow this format:

accessBCCusername@bristolcc.edu

Example: jstudent11@bristolcc.edu


BCC Faculty and Staff have a different email addressing system. All BCC employees follow this email format:

firstname.lastname@bristolcc.edu Example: jane.doe@bristolcc.edu


eLearning

eLearning Logo


One of my courses disappeared in eLearning

If a course was displaying in your course list but then "disappeared" one of three things may have happened:

  1. It’s possible that you have been withdrawn from the class for non-payment. This process usually happens right around the beginning of the semester. If you think this may be why your courses aren't showing up contact the Student Accounts Office.
  2. Once classes get underway you can be dropped from a course by your instructor if you do not regularly attend class. (And yes, distance learning classes have attendance policies too!) If you have not been active in the course site it is possible that you have been withdrawn from the course. You should contact your instructor if you think this is what happened and have questions or concerns about the process.
  3. It is possible that a technical glitch has occurred. If your accounts are up-to-date and you have been attending class please contact the eLearning help desk.

I'm having problems getting to my courses

If you're having difficulty getting to your eLearning courses please don't panic! Here are a few things to try before contacting the help desk.

  1. Are you able to get to the Bristol homepage at http://www.bristolcc.edu?
  2. If you can get to the college's homepage can you get to accessBCC?
  3. If you're not having any luck connecting to the college you can try logging in directly to the eLearning server where your course materials reside: https://bristolcc.blackboard.com/

Both servers are hosted off-site and so they should be available even if our local network is experiencing issues.

Please note that occasionally technical troubles do happen. We will do our best to communicate outages to you through announcements on the college's homepage, on the accessBCC log-in page, and via BEE Notified, the college's emergency response system.

In addition, our servers do have regular maintenance windows on Friday mornings between 2-6am so please plan accordingly!!!