Tech Support Contacts 1. Try this first
- Can you repeat this problem? If you suddenly encounter a technical problem, see if it continues to happen. It's easier to solve repeatable problems.
- Did you restart your computer? Many problems go away when you restart your computer.
2. Determine who to contact if you are still having a problem
- Contact DEHelp for issues relating to course content within any Web course. When in doubt, contact DEHelp first (you must be logged in).
- Open a help call with JHSPH Information Systems if you encounter problems with your JHSPH email account or Norton Antivirus software. Information Systems can be contacted through the my.jhsph.edu portal.
The five most-requested technical support FAQs
- I'm trying to log in to the system, and the system tells me that it finds me in the database, but every time I go to the DED home page, it forgets who I am and asks me to log in again. What's going on? (6335 hits)
- How can I test that my headset microphone is working before the LiveTalk? (6214 hits)
- I just changed my email address. Who do I need to inform in the DED and in my courses? (5274 hits)
- I was told that I need to clear my Web browser's cache. How do I do that? (5257 hits)
- The RealPlayer says it can't open the RealAudio file. What should I do? (4822 hits)
3. Additional technical support
Issue
Contact
Explanation
Hardware
Hardware manufacturer
All hardware issues must be resolved with the manufacturer. JHSPH cannot solve hardware problems for you.
Software
Software manufacturer
For general productivity packages (for example, Microsoft Office), you should contact the manufacturer of that product. Most companies have Web sites with extensive help information. The Distance Education Division will not provide technical support for these common software applications. JHSPH Information Systems provides support for some common software applications (such as Microsoft Office).
Antivirus
JHSPH offers Norton AntiVirus software free to registered students, faculty, and staff. To install the software, log into my.jhsph.edu or contact JHSPH Information Systems for assistance.
Connectivity
Internet service provider
If you can’t get a connection to the Internet, but your modem seems to be working, you’ll need to contact your Internet service provider. Neither the Distance Education Division nor JHSPH Information Systems can help you connect to the Internet.
Email
JHSPH Information Systems should be your primary point of contact for questions relating to the email package you use. You must contact JHSPH Information Systems with email password issues.
Internet Browser
DEHelp should be your primary point of contact for questions relating to the Web browser you use.
Courseware
DEHelp should be your primary point of contact for questions relating to the delivery of your course content. This includes issues such as viewing and listening to lectures, animations, the Bulletin Boards, and LiveTalks within courses.