Getting Help

For technical assistance, please contact the IT Service Desk.

The IT Service Desk offers 24-hour support, seven days a week, via email and phone.

 

Please note: In an effort to protect the health and safety of university faculty, staff, and students, all IT Service Desk locations will be closed for walk-in support beginning March 17, 2020.

FAQs

Learning Questions

I have concerns about online courses. Who should I contact? 

Instructors should be in touch with you to share information about your courses and are expected to provide you regular updates, including any changes to the syllabus or curriculum. Should any issues arise, you are encouraged to contact your instructors directly via email and/or through Carmen. Your patience is appreciated, but if several days pass without a response from your instructor, you can consider escalating your concerns to the chair of the department that offers the course. 

The Dennis Learning Center offers academic coaching to help you examine academic strengths and weaknesses and develop strategies for success. Schedule a one-on-one, virtual appointment with an academic coach to ease this transition. 

What learning resources and services are available online?

Our goal is for all learning resources and tutoring services to be available online as needed, just like they'd be available in-person on campus. Contact individual resource offices if you have specific questions for their availability. 

The Dennis Learning Center can help you develop strategies for success during this transition. Schedule a one-on-one, virtual appointment with an academic coach.

For additional questions about learning resources, please reach out to your advisor, or visit the advising website

What are some general best practices or tips for online learning?

Check out our Tips for Online Learning page for best practices for online learning success. 

How will my courses look online?

Every instructor has a different teaching style, and instructors will have different approaches to how they manage online courses. Please be patient with your instructors as they make changes to accommodate this new timeline and format. It may take some time to get materials online or to find a delivery method that works best for their subject and course. Your patience during this time is appreciated. 

To view course materials and contact your instructors with questions, please log in to Carmen

Is The Writing Center still open?

The Writing Center’s services are open for Summer 2020.

Students looking for consultations can schedule them in two ways:

  1. Schedule a Drop-Off session: writers can upload their writing along with a few questions or concerns they would like a consultant to address. Consultants will provide feedback and upload the document in 24-48 hours. 
  2. Schedule an Online Live Chat session: writers can upload a document and chat live with a consultant. 

Appointments can be made through the scheduling system. If you have any difficulty, please contact ohiostatewritingcenter@gmail.com for support.

 

General Questions

How can I contact my advisor? 

The Office of Student Academic Success has released information about academic advising virtual appointments

Students can contact their college to schedule an advising appointment. For more details about advising and how to schedule an appointment, please visit the Advising Questions portion of the advising website

How will the shift to virtual learning impact my grades and/or graduation?

No decisions have yet been made about students’ grades in courses. Your instructor is in the best position to inform you about what decision they believe is most appropriate for your course. Please be patient as these decisions are considered. 

Spring Commencement has been postponed. Additional information will be shared as it becomes available. 

Read more about how this situation has affected various academic decisions.

How long will this last? Will fall courses be online?

Ohio State has established a task force to engage in rigorous planning to accelerate our return to campus once it's safe to do so. We hope to have more information available for students in the near future. Major announcements have come in the form of emails from President Drake and Provost McPheron. Check your BuckeyeMail regularly for updates.

Read more about how this situation has affected various academic decisions.

What's the best way to maintain my mental health and wellness?

Student Life's Counseling and Consultation Service (CCS) recognizes that it is typical for students to experience anxiety, worry or fear due to the uncertainty of this situation. CCS is still offering virtual counseling and consultation services. For more information on these services, visit the CCS website

Additional resources for taking care of your mental health and wellness are updated regularly on the Student Life website. 

How will my accommodations translate to learning online?

If you are receiving accommodations through the Student Life Office of Disability Services, please contact the office to discuss how those services will be managed for online coursework.

  • Phone: 614-292-3307
  • Video Phone: 614-500-4445
  • Email: slds@osu.edu

SLDS is still open Monday - Friday, 8 a.m. - 5 p.m. All drop-ins and student appointments will be conducted via phone or virtually until further notice. SLDS will not be proctoring exams until further notice. The Assistive Technology Computer Lab will be closed. 

I'll have other responsibilities (work, family care, etc.) for the rest of the semester that may impact my class schedule. How will my new schedule affect my learning experience? 

If you have any questions about how your schedule will impact your courses, please communicate those questions to your instructor or advisor. We encourage students and instructors to maintain flexibility during this time. 

 

Tech Questions

How do I use online learning tools such as CarmenCanvas, CarmenZoom, BuckeyeBox, Microsoft Office 365, BuckeyePass or BuckeyeMail? 

Visit our Learning Tools page for more information about to use each of these tools.

What happens if I have Wi-Fi issues, especially during timed assignments?

Speak directly with your instructor or advisor if you’re having issues with internet access during a timed assignment. We’re encouraging instructors to be flexible during this time.

For more information about internet access, please visit our internet access resource page

Can I use Flash on my iPad issued by Digital Flagship?

There are currently issues accessing some eLearning tools because Flash support is ending across many browsers and operating systems. Tools that have not yet switched over from Flash are not accessible through iPads or the Safari browser. They can still be accessed using the Firefox browser on a laptop or desktop computer; a pop-up will appear asking your permission to enable Flash. However, university computer labs will likely not be able to support Flash regardless of the browser used. 

In the event that you do not have access to a device that can support Flash, please contact your professor to work out an alternative. 

Who can I contact if I have questions about my iPad or apps?

Digital Flagship will hold virtual drop-in hours to provide one-on-one consultation from a trained and knowledgeable Digital Flagship Student Mentor, who'll be available on CarmenZoom.

Spring Semester Drop-In Hours:

  • Sundays: 12 to 3 p.m. and 6 to 9 p.m.
  • Wednesdays: 6 to 9 p.m.

For more information about virtual drop-in service, please visit the Digital Flagship virtual drop-in webpage

I am spending the rest of the semester outside the United States. What support is there for me to continue my classes online?

If you are having difficulty accessing Ohio State websites or tools, such as CarmenCanvas or BuckeyeBox, from overseas, or are having other technological difficulties, you should visit the IT Service Desk website or email ITServiceDesk@osu.edu.

The Office of Distance Education and eLearning and the Office of International Affairs are aware of the internet connectivity and VPN connection problems that some students overseas are currently experiencing, and are in the process of determining the best guidance for these cases. You may share your concerns with OIA by emailing iss@osu.edu.

Also, be sure to communicate directly with your instructors about any difficulties you are having accessing course content or about your ability to fully participate in a course due to your current location.