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Improve Your Tech Support Experience

We at NROC want you to get the best technical support possible. We have provided a great deal of pertinent information in the instructor resources, and here in the Knowledge Base, but other concerns may arise. When posting your concerns in the Community forums--or, if your membership permits, as a ticket in our help desk--you can get the most helpful and quick replies from other members and from NROC staff by following these "best practices". 

You can submit a ticket by logging in at http://NROCnetwork.org and clicking the Tech Support tab in the main menu.

On the next page, click the Submit a Request link:

 

 

When you submit a ticket, follow these best practices for the most expedient reply from our staff:

  1. Be very specific about the problem you've encountered, including the course name, and unit or lesson information. For example: Algebra 1 An Open Course, Unit 1, Lesson 2, Topic 1, Worked Examples. This helps our staff get right to the heart of your problem and test it before replying.
  2. Walk us step-by-step through the issue. Tell us what you clicked and what happened next. Screenshots are very helpful. If you'd like to demonstrate the problem, you can make a screencast -- a recording of what you are seeing and doing to reproduce the problem -- by using a service such as Jing.com. You can attach image files to your support request, or provide a link to a Jing screencast.
  3. If possible, provide us with a URL where we can see the problem in action. But please, do not post access to secure resources in the Community forum.
  4. If someone else has described the problem to you, please walk though the problem with that person, and be sure you can replicate the same issue s/he reported. It is best if you can do this on a different computer from where the problem was initially observed. This can help rule out problems with the internet connection or browser, and can confirm that it is actually a problem with the course itself. 
  5. Please use the same language as the course uses in describing the location of the problem. If a student reports a problem with "question number 5 on the test" we will need to know that it's Question 5 on the Unit 3 Quiz in order to troubleshoot. Likewise, if the problem is reported with "homework", we do not know what the assignment was. Refer to the main index or "front page" of the course, and indicate exactly which section the student was working on when the error occurred.
  6. If there is an error message of some sort, please copy it exactly or take a screen shot. This can save us a great deal of time tracking down the source of the problem.

We look forward to serving you, and these guidelines will help you get answers in the most expedient manner possible.

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