Information for students

Online Education

Getting Help

There are several ways to get help with Canvas, and our office is here to assist you. Sometimes it's difficult to know who to contact - our office, Canvas technical support or your instructor. Use the information below as a guide and explore answers to our most frequently asked questions.

Contact our office...
Monday - Friday 8:00am-5:00pm
We can help with Canvas access issues and Canvas technical support.
408.864.8969
onlineeducation@deanza.edu
Or you can open a ticket/report a problem by clicking on Help in Canvas.

Contact your instructor...
If you are having difficulty accessing a file or you don't understand an assignment, you should contact your instructor with the method specified in the course syllabus.

Contact Canvas...
Monday - Friday 5:00pm-8:00am and on weekends
Canvas can provide after hours help for technical difficulties. They can't help with log on issues, however - accounts are managed by our college and you will need to contact our office if you are having difficulty logging in to Cavnas.

Explore our Canvas Student Guide...
If you need instructions on how to perform common tasks in Canvas, the videos and information in our Student Guide will assist you.

Frequently Asked Questions

I need to know how to register for an Online course.
I can't log into Canvas.
I can't log out of Canvas.
I can't see my class in Canvas.
I can't upload an assignment.
When I click on a link in Canvas, it says I don't have permission to view the file.

I need to know how to register for an Online course.
You register for an Online course the same way you register for a traditional class. If you need an Add Code after the quarter has already started, you will need to contact the instructor - Online Education does not provide add codes.

I can't log into Canvas
If you are registered for an online or hybrid course that hasn't yet started, it's possible that the course has not been published yet. If you are registered for an online course and can't access Canvas by noon the first day of the quarter, please contact our office immediately.

If the quarter has already started, it's possible that you mistyped your MyPortal credentials when logging in.Try going to MyPortal first, and then clicking the Log Into Canvas link found on your Student tab. Contact our office immediately if it continues to be a problem.

I can't log out of Canvas
Because of our single sign-on system, logging out is a two step process. You must log out in Canvas and completely quit out of your browser. On a Windows machine, you can quit by clicking the X in the upper right corner of your window. On a Mac, you must go to the pull-down menu for your browser and select quit.

I can't see my class in Canvas
Once you log into Canvas, your courses will appear in your Canvas Dashboard once they are published. Instructors may publish their courses up to four days before the quarter begins, while others may wait until the first day of the quarter. If you are registered for multiple online classes but don't see all of them, don't panic. If your course is still not visible by noon the first day of the quarter, contact our office immediately.

Please note that if you are taking a hybrid course, your instructor may wait to publish until after your first class meeting.

I can't upload an assignment
This usually happens because your instructor has specified a specific file type that he or she will accept. If this restriction is in place, you should see the approved file types in your submission area. Be sure your document is the correct file type with the correct extension (.pdf). If everything is as it should be, please contact our office.

When I click on a link in Canvas, it says I don't have permission to view the file.
This error message is caused when your instructor forgets to publish a particular file, which happens from time to time. Contact your instructor and he or she will fix it.

 

 

 

 

 

 

 

 

 

 

 

 

 



Online Education
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Last Updated: 6/22/17