SBC Online Learning Path Technical Support FAQs 1. Cant find course invitation 2.

Trouble loading or playing content 3. Login difficulties 4. Auditing student notifications 5. Auditing student bypassing complete step 6. Previous courses dont appear on Path 7. Previous courses and the Progress bar 8. Resubmitting assignments 9. Clicked on final exam link 10. Viewing classmates community board responses 1. I didnt receive my invitation to join the online classroom. Your invitation is sent to your email two weeks prior to classes starting. The email will not be sent from student.services@ccef.org, but from a different domain. If you cannot locate the email, please try the following steps: a. Perform an inbox search for an email from notifications@coursebookapp.com b. If you are using Gmail, check your Promotions tab. c. Check your spam folder 2. The Path is not properly loading/video lectures are not playing the entire way through/I cannot view my class. Please try the following steps: a. Ensure that you are using Google Chrome for your browser. If you are using Internet Explorer, Firefox, or Safari, you will most likely encounter problems with the way the Path displays or loads your course content. You will have the best success with Chrome. If you do not have Chrome, you can download it for free by clicking this link. b. Clear your cache and your cookies. This link will show you how to easily clear your cache and your cookies. Close your web browser and try to login again. c. Usually steps a and b resolve most students problems. However, if you are still experiencing difficulties, please consider: i. Do you have an antivirus program currently running? If so, this program may be automatically preventing the SBC Online platform from loading properly. Be sure to check your antivirus settings and, if necessary, enable the learning Paths website to load. ii. Are you using an iPad? Some of our students seem able to access course materials with an iPad, while others do not. Of particular difficulty is streaming video lectures, which require Adobe flash. Because iPads are not built to support Flash, you may find that the videos will not stream on an iPad. d. If you still experience problems after reviewing all of these steps, please take a screenshot of what you are seeing and send it to student.services@ccef.org May 2014

so that we can pass it along to the developers at Pathwright for further assistance. Here is a link that teaches you how to take a screenshot. 3. The Path does not recognize my username or password/I forgot my password. Please use the following procedure: a. If you are certain that you are entering the correct username, you can use the Forgot Your Password? feature, which will send an email to you with instructions for how to reset your password. b. If you cannot remember your correct username, please contact Student Services (student.services@ccef.org). c. If you are still experiencing trouble logging in after resetting your password and ensuring your username is correct, please contact 1) Your recitation instructor to make him/her aware of your situation 2) Student Services. We will contact Pathwright on your behalf to assist you as quickly as possible! 4. I am an auditing student. I keep receiving emails to notify me that my assignment is late. How can I turn these notifications off? a. In the Path, go to Student at the top right corner of your screen. b. A dropdown menu will appear. Click Your Account. c. Then, click the Notifications tab. d. Uncheck every notification you no longer wish to receive. e. Then, click Update Settings. f. Click Done. 5. I am an auditing student. It looks like the Path will not allow me to proceed until I submit an assignment. What do I do? Here is how you can bypass what looks to be the requirement of submitting something before moving on to the next lecture: a. When you come to a place of needing to submit something on the Path and see the requirement to Complete Step, scroll up to the top of the screen. b. Click the back arrow (<) next to the Week number (e.g., Week 1: Course Introduction and Overview). c. Once you click the back arrow, you will return to the main page whre you are able to click on the next lecture or any other assignment/lecture you wish! 6. One of the courses I took in the past is no longer appearing when I view my profile. Has it been erased from your records? Path is not our primary recordkeeping system, so if you completed your course and received a letter grade, rest assured that we have your courses completion recorded! The most likely reason why you can no longer view your course is because your access to the course has expired. Courses remain open 3 months after the end date of the class. After that 3-month window, students lose access to the course. If you have lost access to the course and did not have the opportunity to download materials you desired to keep (mp3s of the lectures, course notebook, articles, etc.), Student Services would be happy to reopen your course temporarily so you can download your materials if you put in a request by emailing student.services@ccef.org. May 2014

7. One of the courses I successfully completed in the past has a progress bar that shows my course is in progress, but I know I finished all course requirements and received a grade. Path is not our primary recordkeeping system, so if you completed your course and received a letter grade, rest assured that we have your courses completion recorded! The progress bars tendency to display courses students have completed as in progress is a glitch in Pathwright and can be disregarded. 8. I uploaded the incorrect document for an assignment/I want to update my submission for an assignment, but I do not see a place to do that on the Path. If you have already submitted your assignment but would like to resubmit before the deadline: a. Click the Complete Step button if you have not already b. Click the small link Reset completion in the gray box below your submission. c. You can upload a new file. 9. HELP!! I clicked on the final exam link, and a countdown started going off! How do I make the timer stop? Will this affect my final exam? Dont worry! The countdown you saw is not a timer for the final exam. Rather, the countdown displayed the amount of time remaining until the final exam becomes accessible for students on the Path. Your final exams allotted time or grade will not be affected by clicking on the exam link. 10. I submitted my answer to the community board, but I dont see a place to read my classmates responses. a. If you have already submitted your answer, click the Answer button again. b. Your classmates answers will now appear below the white box where you could type an answer.

May 2014