Who do you turn to when things go wrong? The answer is — it depends.
Below is a quick look at some common problems, and where to find solutions. This is not meant to be a comprehensive list. Use the contact information at the bottom of this page for more information.
| INSTRUCTOR NEEDS ASSISTANCE WITH: | DETI | IT Services |
| eLearning@UNG (D2L): gradebook, quizzes, loading content, etc. |  | No |
| Online proctoring troubleshooting: Respondus LockDown Browser, ProctorU, Honorlock | | No |
| Developing and building an online course | | No |
| Kaltura Video Platform assistance: Capture app, Kaltura Video Editing Tools, closed captioning | | No |
| eLearning@UNG (D2L) Training | | No |
| Cengage or Pearson subscription | | No |
| Computer/mobile device software installation or update: Teams, MS Office, Zoom, Duo Mobile (2FA), and other software | No | |
| UNG credentials: activate account, email, or login issues | No | |
| Wi-Fi or Internet connectivity on campus | No | |
| STUDENT NEEDS ASSISTANCE WITH: | DETI | IT Services | Instructor |
| UNG student needs eCore login credentials | | No | No |
| UNG student needs to add/drop eCore course | | No | No |
| Finding a course in eLearning@UNG (D2L) | | No | No |
| Smarthinking and SmarterMeasure assistance | | No | No |
| eLearning@UNG (D2L) self-guided tutorial | | No | No |
| Cengage or Pearson subscription | | No | |
| Online proctoring troubleshooting: Respondus LockDown Browser, ProctorU, Honorlock | | No | |
| Submitting an assignment in eLearning@UNG (D2L) | No | No | |
| Computer/mobile device software installation or update: Teams, MS Office, Zoom, Duo Mobile (2FA), and other software | No | | No |
| UNG credentials: activate account, email, or login issues | No | | No |
| Wi-Fi or Internet connectivity on campus | No | | No |
UNG CONTACTS
Distance Education & Technology Integration (DETI)
- Submit a DETI Service Ticket
- Email: deti@ung.edu
- DETI Contact Information (phone numbers and staff contact details)
- Website: DETI on my.ung.edu (UNG login required)
Information Technology Services (IT)
- Submit an IT Services Ticket
- Email: helpdesk@ung.edu
- Self-Help Knowledge Search
- UNG IT Contact Information (phone numbers and office hours)
- Website: Information Technology Services
DETI-Supported Software
Products and what they do, in alphabetical order:
- Blackboard Ally: Content Accessibility
- Blackboard Collaborate: Video Conferencing and Virtual Classroom
- Brightspace by D2L (eLearning@UNG): UNG’s Learning Management System
- Honorlock: Online proctoring
- Kaltura Video Platform: Media Storage, Serving, Editing, Recording, Closed Captioning
- ProctorU: Online Proctoring
- Respondus LockDown Browser and Monitor: Online Proctoring
- SmarterMeasure: Online Learning Readiness
- Smarthinking: Free Online Tutoring
- SoftChalk: Interactive Content Creator
- Top Hat: Attendance, Assessments, Textbooks
- Turnitin: Plagiarism Checker, Grading Tool