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==<h3 style="color:#DF7401">How to Get Technical Support</h3>==
==<h3 style="color:#DF7401">How to Get Technical Support</h3>==
===Contacting the IT Helpdesk===
===Contacting the Information Technology (IT) Helpdesk===
You may contact Information Technology by [https://www.wpunj.edu/helpdesk submitting a Helpdesk ticket] or by calling our IT Helpdesk at 973-720-4357.
You may contact Information Technology by [https://www.wpunj.edu/helpdesk submitting a Helpdesk ticket] or by calling our IT Helpdesk at 973-720-4357.
===What are the Support Hours===
===What are the Support Hours===
{{User Services Hours}}
{{User Services Hours}}
The Helpdesk ticket system is monitored for new tickets during weekends and evening hours.


==<h3 style="color:#DF7401">Resources for Employees</h3>==
==<h3 style="color:#DF7401">Resources for Employees</h3>==
Information on the variety of tools available for continuing remote work are available in the [[Resources for Working Remotely]] article.
Information on the variety of tools available for continuing remote work are available in the [[Resources for Working Remotely]] article.
Resources (for all employees) that are covered in the article include:
*Office 365 and the variety of features that allow for online document storage, editing, and collaboration
*Online communications tools including Microsoft Teams and Webex
*How to access campus resources including WPconnect, Banner, and the K: and U: drives
*What VPN is and when it is needed
*How to access your voicemail remotely
*Other tips and tools for working remotely


==<h3 style="color:#DF7401">Resources for Faculty & Online Instruction</h3>==
==<h3 style="color:#DF7401">Resources for Faculty & Online Instruction</h3>==
For support with the use of Blackboard for online instruction, visit the [https://itwiki.wpunj.edu/index.php/Category:Blackboard_-_Faculty#Bb_101_-_Teaching_Remotely 'Bb 101 - Teaching Remotely' support page ]
For support with the use of Blackboard and Blackboard Collaborate for online instruction, visit the [https://itwiki.wpunj.edu/index.php/Category:Blackboard_-_Faculty#Bb_101_-_Teaching_Remotely 'Bb 101 - Teaching Remotely' support page].
 
Information on support offerings for remote teaching - '''including video from the recent CTT Blackboard workshops''' - is available at [[Support for Online, Hybrid and Hyflex Teaching]].
 
The Center for Teaching Excellence has prepared a collection of tips and best practices for teaching online from our own William Paterson faculty members and beyond. Learn more at the [https://www.wpunj.edu/cte/ CTE web site].
 
While Blackboard Collaborate is the best solution for synchronous class meetings, we realize that not all instruction or academic interaction takes place in a class setting. We also offer the following solutions for online interactions, such as faculty office hours or small group meetings:
* [https://itwiki.wpunj.edu/index.php/Microsoft_Office_365#Microsoft_Teams Microsoft Teams]
* [https://itwiki.wpunj.edu/index.php/Zoom Zoom]
* [https://itwiki.wpunj.edu/index.php/Webex Cisco WebEx]
 
 
For additional general remote instruction resources, please visit the [[General Remote Instruction Information]] page.


==<h3 style="color:#DF7401">Resources for Students</h3>==
==<h3 style="color:#DF7401">Resources for Students</h3>==


===Blackboard Support===
===Blackboard Support===
* For help with Blackboard, visit the Blackboard for Students support page at https://itwiki.wpunj.edu/index.php/Category:Blackboard_-_Students
* For assistance with Blackboard, visit the [https://itwiki.wpunj.edu/index.php/Category:Blackboard_-_Students Blackboard for Students support page].


===Online Software and Mobile Apps to Assist With Coursework===
===Online Software and Mobile Apps to Assist With Coursework===
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** [https://play.google.com/store/apps/details?id=com.blackboard.android.bbstudent&hl=en_US Blackboard App for Android]
** [https://play.google.com/store/apps/details?id=com.blackboard.android.bbstudent&hl=en_US Blackboard App for Android]
** [https://play.google.com/store/apps/details?id=com.bbcollaborate.collaborate&hl=en_US Blackboard Collaborate Mobile App for Android]
** [https://play.google.com/store/apps/details?id=com.bbcollaborate.collaborate&hl=en_US Blackboard Collaborate Mobile App for Android]
===Access to FREE e-books===
* Visit https://openstax.org/ to gain access to free eBooks that faculty may use in your classes.


===Software Available for Student Use on Personal Computers===
===Software Available for Student Use on Personal Computers===
The following software is available for limited use on personal computers and devices.
The following software is available for limited use on personal computers and devices.


* '''Adobe Creative Cloud''' (available through May 31st 2020)
* '''Adobe Creative Cloud''' Adobe is no longer giving University students access to Adobe Creative Cloud.
**Visit [[Adobe_Creative_Cloud]] for additional information on how to access the Adobe Creative Cloud products on personal devices.
**For students, public computer labs will be open as part of the university's reopening plan.
**Adobe Creative Cloud Home Use is available to students at a discounted rate through https://www.adobe.com/creativecloud/buy/students.html.
**Active employees can visit [[Adobe Creative Cloud]] for additional information on how to access the Adobe Creative Cloud products on personal devices.
 
* '''ArcGIS'''
**For students and faculty, home-use ArcGIS is available with the university's ArcGIS contract.
**For access to home-use ArcGIS, a Helpdesk ticket should be submitted through www.wpunj.edu/helpdesk (under the Software - Request category) by an approving faculty member.
**Requests will be reviewed and updates on how to install the software will be provided by Helpdesk ticket update.
**Additional information is available in the [[ArcGIS]] Wiki article.
 
* '''SPSS Statistics''' ''Updated January, 2022 - The University has a contract with IBM that allows SPSS Home Use for all all current students and employees.
**Students or employees seeking access to install SPSS for use on personal computers should refer to the [[SPSS]] wiki article for download and installation instructions.
**Students who are unable to install the SPSS software due to incompatible computers (old equipment or Chromebooks) should contact the Helpdesk to discuss potential alternative options that are available.
 
* '''Wolfram Mathematica|Online'''
**Visit [[Wolfram_Mathematica#Home_Use_Program|Wolfram Mathematica article]] for information on how to use Mathematica Online.
 
* '''SAS Teaching/Research''' (Available through June 29th 2020)
**Visit [[SAS#SAS_Teaching.2FResearch|SAS]] for information on how to use SAS Teaching/Research.


* '''SPSS Statistics''' (Subscription Free trial available through June 15th 2020)
===Cheng Library Online===
**Visit https://www.ibm.com/analytics/academic-statistical-software for a 90 day trial.
Visit the [https://www.wpunj.edu/library/ Cheng Library] website to learn about online support.


* '''Wolfram Mathematica|Online''' (Available through August 15th 2020)
===Other Online Learning Resources from the Academic Success Center===
**Visit [[Wolfram_Mathematica#Home_Use_Program]] for information on how to use Mathematica Online.
For a list of other online learning resources, visit the Academic Success Center's [https://www.wpunj.edu/academics/asc/assests/online%20learning%20resources.pdf | Online Learning Resources article].


===Resources for Acquiring Internet Access===
This includes information on resources including:
For any student or employee in need of internet access, the following resources are available through local Internet Service Providers.
* Remote Live Tutoring
* Learning Skills Help
* Supplemental Online Learning
* Study Apps & Tools
* Library and Research Help


====Internet Service Providers Offering Home Internet Access====
===Science Enrichment Center Online Support===
* '''Altice USA''' is offering Altice Advantage 30 Mbps broadband solution for free for 60 days to any new customer household. More information at https://www.alticeusa.com/news/articles/feature/corporate/altice-usa-brings-free-broadband-k-12-and-college-students-during-coronavirus-pandemic.
* '''Comcast''' is offering free WiFi for 2 months to low income families, plus all Xfinity hot-spots are free to the public during this time. More information at https://corporate.comcast.com/covid-19.
* '''Optimum Online''' - To enroll in Optimum's free service, call 866-200-9522, ask for the sales department, and let them know you wish to qualify for the free service.
* '''Spectrum''' is offering Free internet Access for 60 days for students with homes without internet access.  The Spectrum numbers are 1.844.488.8398 and 844-488-8395. More information at https://www.spectrum.com.
* '''Verizon''' is offering discount programs to qualified low income households. More info at https://www.verizon.com/support/consumer/account/manage-account/lifeline-discount.


====Wireless/Cellular Service Providers Offering Mobile Internet Access====
* Videoconferencing help for science students in real time.
* '''AT&T''' is offering open hot-spots, unlimited data to existing customers, and $10/month plans to low income families. More information at https://www.att.com/shop/internet/access/#!/.
* Bring your files, microphones, and cameras!
* '''Sprint''' is providing unlimited data to existing customers and will allow all phones to enable hot-spots for 60 days at no extra charge. More information at https://www.sprint.com/en/landings/covid-19.html?INTCID=HPB:ALL:ALL:COVID19:LP.
* See the [https://www.wpunj.edu/sec/schedules/stugrALL.html Science Enrichment Center] website for schedules
* '''T-Mobile''' is providing plus unlimited data to existing customers and will allow all phones to enable hot-spots for 60 days at no extra charge. More information at https://www.t-mobile.com/brand/ongoing-updates-covid-19?icid=MGPO_TMO_P_CUSTSUPT_K49SR0SE1EB2Z9F6E20091_HP#customers.
* Go to SEC Blackboard > Collaborate


Additionally, the recently announced [https://docs.fcc.gov/public/attachments/DOC-363033A1.pdf FCC agreement] states that providers will waive late fees, not cutoff service for lack of payment, and provide publicly available hot-spots during the pandemic crisis.
===Writing Center Online Support===
See the [https://www.wpunj.edu/cohss/departments/english/writing-center/ Writing Center] website for information.


===Resources for Students Without Computers===
===Resources for Acquiring Internet Access===
For students who do not have computers at home, Information Technology has a limited inventory of laptop and desktop computers for home use for the remainder of the Spring Semester 2020. These computers are intended for individuals who do not have their own devices and are in need of an equitable solution to complete coursework during the period that the university is delivering courses at a distance.
The FCC has established the [https://GetInternet.gov Affordable Connectivity Program] for eligible households.  


The computer loan program has limited availability and priority will be given to students with both an academic and financial need (based on Financial Aid criteria review.)
Information on eligibility and how to apply for the program is available at https://GetInternet.gov or https://AccedeaInternet.gov.


'''To submit a request for a computer, please fill out the [https://wpunj.qualtrics.com/jfe/form/SV_6RqGz7PsW2dhDEh Computer Loan Program Request form].''' Applications will be reviewed as they are received.
===Resources for Students Without Computers===
Campus computer labs are open and available during hours the university is open. For real-time computer availability, visit http://www.wpunj.edu/ca.


''Please note:'' Laptop computers will work with WiFi, but Desktop computers will require a home internet router with an Ethernet port. Please respond appropriately as you fill out the request form.
'''For students who have both the means and interest in purchasing a low-cost computer''', several computer vendors have low cost options available:
* Dell Outlet - https://www.dell.com/en-us/dfh/shop/dell-refurbished/cp/outlet
* Lenovo Outlet - https://www.lenovo.com/us/en/outletus

Latest revision as of 07:05, 19 May 2023

In response to the COVID-19 pandemic, William Paterson University Information Technology has created this article to assist our students, faculty and staff with information on continuing their education and working from off-campus.

How to Get Technical Support

Contacting the Information Technology (IT) Helpdesk

You may contact Information Technology by submitting a Helpdesk ticket or by calling our IT Helpdesk at 973-720-4357.

What are the Support Hours

Regular Workday Schedule

  • Monday–Thursday: 8:30AM-10:00PM
  • Friday: 8:30AM-6:00PM
  • Saturday: 9:00AM-5:00PM
  • Sunday: On-call phone support (Priority issues left by voicemail will receive a call back within 4 hours)

The Helpdesk ticket system is monitored for new tickets during weekends and evening hours.

Resources for Employees

Information on the variety of tools available for continuing remote work are available in the Resources for Working Remotely article.

Resources (for all employees) that are covered in the article include:

  • Office 365 and the variety of features that allow for online document storage, editing, and collaboration
  • Online communications tools including Microsoft Teams and Webex
  • How to access campus resources including WPconnect, Banner, and the K: and U: drives
  • What VPN is and when it is needed
  • How to access your voicemail remotely
  • Other tips and tools for working remotely

Resources for Faculty & Online Instruction

For support with the use of Blackboard and Blackboard Collaborate for online instruction, visit the 'Bb 101 - Teaching Remotely' support page.

Information on support offerings for remote teaching - including video from the recent CTT Blackboard workshops - is available at Support for Online, Hybrid and Hyflex Teaching.

The Center for Teaching Excellence has prepared a collection of tips and best practices for teaching online from our own William Paterson faculty members and beyond. Learn more at the CTE web site.

While Blackboard Collaborate is the best solution for synchronous class meetings, we realize that not all instruction or academic interaction takes place in a class setting. We also offer the following solutions for online interactions, such as faculty office hours or small group meetings:


For additional general remote instruction resources, please visit the General Remote Instruction Information page.

Resources for Students

Blackboard Support

Online Software and Mobile Apps to Assist With Coursework

  • Microsoft Office 365 is available for all students.
    • Office 365 provides access to online versions of Word, Excel, Powerpoint, and OneDrive cloud storage, as well as access to download a full install of Office 365 Pro Plus.
    • Microsoft Office mobile apps are also available, including Office, Word, Excel, PowerPoint, OneDrive, and Microsoft Teams. Search the Apple or Android App stores for 'Microsoft Office' to download.

Access to FREE e-books

Software Available for Student Use on Personal Computers

The following software is available for limited use on personal computers and devices.

  • Adobe Creative Cloud Adobe is no longer giving University students access to Adobe Creative Cloud.
    • For students, public computer labs will be open as part of the university's reopening plan.
    • Adobe Creative Cloud Home Use is available to students at a discounted rate through https://www.adobe.com/creativecloud/buy/students.html.
    • Active employees can visit Adobe Creative Cloud for additional information on how to access the Adobe Creative Cloud products on personal devices.
  • ArcGIS
    • For students and faculty, home-use ArcGIS is available with the university's ArcGIS contract.
    • For access to home-use ArcGIS, a Helpdesk ticket should be submitted through www.wpunj.edu/helpdesk (under the Software - Request category) by an approving faculty member.
    • Requests will be reviewed and updates on how to install the software will be provided by Helpdesk ticket update.
    • Additional information is available in the ArcGIS Wiki article.
  • SPSS Statistics Updated January, 2022 - The University has a contract with IBM that allows SPSS Home Use for all all current students and employees.
    • Students or employees seeking access to install SPSS for use on personal computers should refer to the SPSS wiki article for download and installation instructions.
    • Students who are unable to install the SPSS software due to incompatible computers (old equipment or Chromebooks) should contact the Helpdesk to discuss potential alternative options that are available.
  • SAS Teaching/Research (Available through June 29th 2020)
    • Visit SAS for information on how to use SAS Teaching/Research.

Cheng Library Online

Visit the Cheng Library website to learn about online support.

Other Online Learning Resources from the Academic Success Center

For a list of other online learning resources, visit the Academic Success Center's | Online Learning Resources article.

This includes information on resources including:

  • Remote Live Tutoring
  • Learning Skills Help
  • Supplemental Online Learning
  • Study Apps & Tools
  • Library and Research Help

Science Enrichment Center Online Support

  • Videoconferencing help for science students in real time.
  • Bring your files, microphones, and cameras!
  • See the Science Enrichment Center website for schedules
  • Go to SEC Blackboard > Collaborate

Writing Center Online Support

See the Writing Center website for information.

Resources for Acquiring Internet Access

The FCC has established the Affordable Connectivity Program for eligible households.

Information on eligibility and how to apply for the program is available at https://GetInternet.gov or https://AccedeaInternet.gov.

Resources for Students Without Computers

Campus computer labs are open and available during hours the university is open. For real-time computer availability, visit http://www.wpunj.edu/ca.

For students who have both the means and interest in purchasing a low-cost computer, several computer vendors have low cost options available:

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