The D2L Help Center provides Brightspace support for all GeorgiaVIEW Students, Faculty & Staff, 24x7x365!
BEFORE YOU CONTACT THE DHC…
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Be prepared to provide the DHC support agent with:
- The URL / Web Address you are accessing
- Course Information
- Your Course’s Start Date (Courses are usually unavailable until their Start Dates.)
- Tell your support agent whether your courses are on GoVIEW (aka GOML).
- Be near a computer when contacting the DHC, so the DHC is able to replicate & troubleshoot your issue quicker.
- You will be required to provide your name, phone number & campus when calling the DHC for the first time.
Some callers get annoyed when providing this information just to get a “simple question” answered, but refining your customer profile may help the DHC resolve any problems you may report faster next time.
What the D2L Help Center CAN Do for You
The GeorgiaVIEW D2L Help Center (DHC) provides student & faculty support for Brightspace, the University System of Georgia’s integrated learning management system (LMS). The DHC can assist with password resets, ensure that your computer is configured correctly, show you how to perform tasks in Brightspace, and help you troubleshoot technical problems. The DHC may also be able to suggest e-pack / access code support resources.
What the D2L Help Center CANNOT Do for You
The DHC is not your campus Registrar or local IT Helpdesk.
The DHC cannot advise you concerning campus e-mail accounts, parking tickets, textbook purchases, tuition payments, financial aid, registration, drop/add, name changes, etc. The DHC cannot provide support for other LMS products such as Coursera MOOCs, Blackboard Vista, Sakai, Canvas or Moodle.
Please contact campus resources or Third-Party vendors to inquire about these & similar topics.
The Knowledge Base Library of FAQs
The DHC website contains a searchable library of self-service Knowledge Base (KB) articles, many of the most popular support articles for GeorgiaVIEW users can be found on the DHC homepage.
Requesting Technical Support from a DHC Agent
If you are unable to find an answer in the KB or have additional questions, contact the DHC Helpdesk by clicking NEED LIVE PHONE SUPPORT? in the Getting Started section of the DHC homepage.
Before contacting the DHC, visit the GeorgiaVIEW System Checker website. You may need to refer to this information while speaking with a DHC agent.
Tell your DHC agent whether you have already reviewed any KB articles while researching a solution. Otherwise, the agent may refer you to KB articles you have already read.
Who Are You?
Whenever you contact the DHC Helpdesk it is important to identify yourself accurately. You may be asked:
- If requesting a password reset email, students should FIRST confirm that they can access their campus email account before contacting the DHC. That’s where your reset email will be directed. Contact your campus IT Department for assistance in setting up a campus email account.
- What Is Your Name?
Spell it out if necessary. - What Is Your Role?
Are you an instructor, student, or staff member? Are you working on or off campus? - Where Are You Trying to Login?
The DHC agent will ask you for the URL where you are trying to log on. In order to receive the appropriate information, be sure to provide the correct & complete URL you enter into your web browser to access the coursework in question.
- It is very important that the DHC understands which GeorgiaVIEW institution your support request involves. This may be different from the physical campus you are attending, and the DHC agent may need to escalate your inquiry to the appropriate GeorgiaVIEW Institutional Administrator.
- You may be enrolled at multiple GeorgiaVIEW institutions, especially if you are a GoVIEW student (formerly GOML, aka GeorgiaONmyLINE). If so, you may need to indicate your program (eCore, eMajor, WebMBA, WebBSIT, European Union, Foreign Language Collaborative, etc.) as well as your home institution when the agent requests your “institutional” identification.
- What Is Your Phone Number & E-mail Address?
ONLY official campus e-mail addresses should be used to communicate potentially sensitive information. A “third-party” e-mail address such as batman32@gmail.com cannot be used to authenticate your identity or campus affiliation. To ensure privacy & security, passwords can only be sent to your campus e-mail account (for example, student@school.edu). - Does the DHC Need to Call You Back?
Your support inquiry will probably be answered right away, but should a DHC agent need to perform some research before getting back in touch with you, when & how can you be reached—at what date, time, and phone number?
Troubleshooting Clues
To reduce support time, provide any additional observations you may have noticed, such as:
- Does this problem ONLY happen when ON campus, but NOT when OFF campus?
- Does it only happen when using a certain browser, such as Internet Explorer or Firefox?
- Does it happen in ONLY one course, or in ALL your courses?
What Happens Next?
BEFORE ending a phone call with a DHC agent, be sure you understand or specify your expectations:
- Should you re-contact the DHC with additional information, perhaps after you’ve tried a suggested solution?
- Will the DHC get back in touch with you? If so, when & how?
- Will your issue be escalated to your GeorgiaVIEW Institutional Administrator?
The Suggested Solution Didn’t Work…Now what?
Whenever possible, DHC agents won’t terminate a support call before ensuring that your question has been addressed successfully. However, if the advice provided does not resolve the problem, get back in touch with the DHC. Refer to your original DHC ticket number, if possible, or mention that you have called about this problem before. If necessary, your problem may be escalated to technical experts for further review. If the DHC does not hear back from you after a week, they will send you a follow-up email & assume your problem has been solved.