Getting Help

1. The distance education department at Randolph Community College has placed a button on your navigational tool bar (to your left), entitled Student Resources. Many of your questions may be answered by reviewing this link. You will find:
   • FAQ's,
   • Demonstration videos and text versions,
   • Student services information (financial aid, tutoring, counseling, etc.
   • Tutoring information online and on-campus, etc.
     
   
   If you have forgotten your Username or Password:
   
   • Visit www.virtualrandolph.org
   
   
   • Click on Login to Your Current Courses
   
   
   • Click on Lost Your Username or Password (located under the Username and Password boxes).
   
   
   • Fill in the requested information and click " Validate Your Account." Your Username and Password will appear on the screen.
   
   
   
2. Help with coursework (understanding concepts, performing calculations, broken links within course documents, exam timeouts etc.) must come from your instructor. To ask for help with course content, please email your instructor.
   Instructors should be given 48 hours to respond to an email.
   If you have a non-responsive instructor, then the procedure to follow is the
Distance Education: Student Grievance Policy.
You may find this policy by:
• Visiting www.virtualrandolph.org
• Click on Best Practices for Distance Education Students
• Click on Distance Education Grievance Policy



3. Help with the Educator Course management system will come from:
• Local administrators servicing http://educator.virtualrandolph.org/ i.e. the Distance Education Department at RCC.



4. Support is offered to you by way of:
   • E-Mail Support Handled within Educator
   • To get technical assistance for such things as links or activities malfunctioning click the [Technical Support] or [Help] button on your navigation panel. Follow the directions there.
   
   
   
   
   The first thing you will see is a search box where you are able to type in the topic with which you need help. For example, if you have questions about taking an exam, you can type in the word 'exam'. This will lead you to the appropriate help center area where you may find a solution to your question. If your question is not general, but more specific--say about your particular exam, you may have to email your instructor directly.
   
   
   
   
   The next area may give you institution-specific directions for getting help. There may be a phone number to a help desk, or directions for finding help in different areas such as enrollment options, logins for external sites such as library access, etc.
   
   
   
   
   If there is a form to fill out, please make sure you describe your problem in complete detail including the course location in which you experienced difficulties, time of day and any actions you were doing at the time.
   
   
   
   
   Finally, there will be a place where you can type in contact information. Your course email address will be pre-filled, but you can request your answer be directed to any address you prefer. If your institution provides call-back assistance, you will see a place for your telephone number.