Student Resources
Contact Distance Education
4000 Suisun Valley Road
Building 1800 Room 1803
Fairfield, CA 94534
Canvas Support Hotline
(844) 303-0354
de@solano.edu
707-864-7127
Student Resources
Trouble with Canvas?
Solano College has a Distance Education HelpDesk, which you can email at de@solano.edu. Be sure to include important information to help us troubleshoot the problem, such as your name, student ID number, the course name and CRN, and so on. You can call us on weekdays from 8 AM to 7 PM at 707-864-7127. Instructure (the parent company of Canvas) also offers technical support services for Canvas. To reach them, write to support@instructure.com or chat with live support. You can call the Canvas Support Hotline for students (844) 303-0354.
Password Reset
If you need to reset your password, or have other sorts of technical issues, you can write to the IT HelpDesk at helpdesk@solano.edu or click the button below. They don't offer Canvas tech support, and they won't fix hardware or software issues on students' personal computers, but our IT Department can assist with network and connectivity issues, password resets, and mysterious glitches. If in doubt, start with the DE HelpDesk and we will escalate your issue if necessary.
Canvas Questions
In addition to the DE HelpDesk, if you have questions about how to use an aspect of the Canvas Course Management System, you may find the answer in the Canvas Guide, Mobile Guide or Video Guide.
General Help
If you're not sure where to start, contact the DE HelpDesk for guidance. For fastest results, include information about yourself, such as your student ID number, the course information, and the problem you're having.
After Hours Support
Instructure's Tech Support services are offered 24/7. Reach them by writing to support@instructure.com, or chat with live support here. or phone (833) 507-7236.
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- Please allow a few minutes, after registering for a class, for Canvas to update before trying to access Canvas.
- If you don’t see your class in Canvas:
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- Your instructor may not have published their course yet.
- Some instructors will publish online courses before the start of the semester, and others will wait until the day the semester begins.
- Login to FalconNest to verify that you are registered for the course.
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If you are not able to access Canvas, you will need to change your password by clicking on “Find Username/Reset Password” on the FalconNest login page. Once you have changed your password, please allow up to ten minutes for Canvas to update and then try accessing Canvas.
Canvas Help Resources
All Canvas help requests should be submitted to the Distance Education Office via email or phone. The DE office is open Monday through Friday from 7 a.m. to 5:00 p.m.. Call the Distance Education office at (707) 864-7127.
You can also get help by checking the Canvas Student, IOS Mobile, and Android Mobile Guides. To get help from Canvas directly, call the Canvas Support Hotline directly at 1 (833) 507-7236. The Canvas phone number can be located under Help to the left of your Canvas page, and you will also have the option to chat real time with a live person.
Click on Canvas Orientation and view all the pages listed in the module. This orientation is designed to familiarize you with Canvas and help you get started in your SCC Canvas course along with tips for success in an online class. You can also access the Canvas orientation by clicking on the link at the top.
Be sure to check out the California Virtual Campus (CVC) is a systemwide resource for the 116 California Community Colleges (CCCs), ensuring that significantly more students are able to complete their educational goals by increasing both access to and success in high-quality online courses. Enroll in an online course at another California Community College without the hassle of filling out a separate application! Visit the CVC website for more info.
Thank you from all of us at Solano Community College. We hope you have a successful and enjoyable semester!
Need a Chromebook for Your Classes?
Solano Community College offers free Chromebook checkouts each academic term to help you stay connected and succeed in your coursework.
Devices are available on a first-come, first-served basis through the Library.
To learn more or request a device, visit the Solano College Library Chromebook page.
The big difference in an online course is that students can do the work via the internet any time of day and, typically, any day of the week. The instructor can usually be reached by Canvas discussion, e-mail, and/or instant messaging.
Learning online requires new strategies:
- Plan your time.
You should plan to spend at least the same amount of time you would spend for a face-to-face class. For a 3 unit class, that would be about 9 hours per week (3 in-class hours plus 6 homework hours).
- Familiarize yourself with the course’s online delivery system (e.g., Canvas).
Click on the links in your course and learn where everything is. Find the course syllabus, requirements, methods of communication, where you go for help, etc.
- Keep your contact information current.
Make sure you have your current email address in Self Service so you can be contacted when necessary.
- Participate!
Whether you are working alone, or in a group, contribute your ideas, perspective and comments on the subject you are studying, and read about those of your classmates.
- Get the support of your colleagues, family and friends before you start your online course. This built-in support system will help you when you have to sit at your computer while others around you are ready to relax.
- Make sure you have a private space where you can study.
It helps to have a quiet space of your own where you can shut the door and have books or papers easily available.
- Log on to your course often.
….or a minimum of 3-4 days a week. If you let too many days go by without logging on to your course discussion group, you will get behind and find it very difficult to catch up.
- Take time to be thorough.
Take the time to think your ideas through and compose a response before posting your comments to your class. It is important to adhere to correct spelling and grammar rules. Avoid typing in all capital letters (considered to be shouting), and avoid abbreviations and informal language (I'll C U L8R).
- Be polite and respectful.
Remember, you are communicating with real people who have feelings, sensitivities, and opinions. Exhibit the same professionalism as you would in the workplace to create a productive and supportive environment in your online class. Before hitting the Send or Submit button, ask yourself, "Would I say this to the person face-to-face?"
- Speak up if you are having problems.
When you enrolled in an online course you indicated that you could work in a self-directed environment. That doesn’t mean you are alone. First, look around the course to try and find the answers to your questions. You can also post or send questions to your classmates or help them out. Finally, you may contact your instructor with any unanswered questions.
- Apply what you learn.
If it is possible, take the things you learn in your online course today and use them in your workplace or in other classes tomorrow. Also, try to make connections between what you are learning and what you do or will do in your job.
(Copyright: Parts of this paper are reproduced from the Illinois Online Network (ION). Copyrights are owned by the ION and the Board of Trustees of the University of Illinois except in cases where the original creator retains copyright of the material.)
- What is Honorlock
- Honorlock is a remote proctoring service that that combines the benefits of AI software with those of live test proctors. Honorlock’s proctoring software monitors your exam session and alerts a live test proctor if it detects any problems.
- This means that you won’t be watched during the entire exam.
- Once alerted, a human proctor will have the opportunity to assess the situation and then enter your exam session, via chat, to help you get back on track. Each instructor has final decision on exam outcomes.
- Honorlock Help!
- If you are having trouble taking the exam, you may email Honorlock support support@honorlock.com or live chat https://honorlock.com/students/
- Need Equipment?
- If your computer equipment does not have the basic requirments to use Honorlock, Solano College offers same-day loaner equipment at each campus library. Students needing a laptop and/or camera are able to check the items out for same day use to take Honorlock exams. Students must plan enough time to finish the exam before the library closes as well plan on remaining in the library.
- What is Canvas?
- Canvas is the learning management system used by Solano College for all online classes and campus classes. This is where you can find your grades for all classes and any materials that your instructor feels are important for your success.
- How can I access my Canvas classes?
- There are two ways to access Canvas. You can login to https://FalconNest.solano.edu using your FalconNest user id and password, then click on the Canvas icon (red wheel). If you have accessed Canvas at least one time, you can access Canvas directly https://solano.instructure.com and use your FalconNest user id and password to login.
- How can I change my password?
- You can update your password. It must be at least 15 characters.
- Why don’t I see a class on my Canvas dashboard and I registered for the class?
- You should see your course starting on the first day of the semester. However, some instructors may make their courses available sooner. If it is the first day of the semester, or later and you still don’t see your class, you should verify that you are registered for the class then send an email to your instructor.
- How will my instructor contact me?
- Instructors will often send a message to you before the semester starts, or on the first day of the semester. You should check your Solano email and any other email addresses you have provided in FalconNest. It can be helpful to check your spam or junk folders in case the email ends up in there.
- What is required for online classes?
- You will need regular and stable internet access along with a device for accessing the course like a computer, laptop, or phone. It is recommended that you review your course syllabus carefully for course specific requirements like zoom, other software or apps, a webcam, etc.