Technology Support for Instructors
If you forget your username or password, you can request assistance on the LoLA login page. If you are not able to reset or are not able to get into LoLA, contact LCTCS LoLA support at 1 (844) 465-2827.
Canvas Support is provided into four layers: Canvas Login Support, Canvas by Instructure Support, RPCC Canvas Admin Support, & Enrollment Support. It is important to follow the protocols below to get the quickest resolution.
Canvas Login Support
Use your LoLA credentials to log in to Canvas. If you forget your password, you can recover your password on the LoLA login page. If you are not able to reset or are not able to get into LoLA, contact LCTCS LoLA support at 1 (844) 465-2827. If you have confirmed your LoLA credentials are correct and still have issues logging in to Canvas, contact RPCC Canvas admin to submit a request on your behalf to solve the issue.
Canvas by Instructure Support
This is your first step if you are having issues with Canvas tools. This is NOT if you forget your password, having issues with student enrollments, or RPCC technology policies. This 24/7 chat (or phone support ) will help you with how to use specific tools in Canvas including course copy, settings, etc. Canvas by Instructure CANNOT assist with a password reset. The link to the chat is provided. Both the chat and phone number can be accessed in Canvas under the help button.
RPCC Canvas Admin Support
If you have questions on Canvas usage at RPCC (including the LMS Mandatory Use policy), need a course reset, or want to request a MASTER shell/Sandbox, reach our to email@example.com. Do NOT send an email directly to an individual for Canvas admin support. If you have a question on how to use specific tools, Canvas is glitching, or other options Canvas has, contact Canvas by Instructure support before reaching out to RPCC Canvas admin support. RPCC Canvas admin CANNOT change your login password. If you have issues logging in and have confirmed your LoLA credentials are correct, RPCC Canvas admin can submit a request to LCTCS on your behalf to solve the issue.
If a student is not in a Canvas course, confirm they are in that course in Banner. If they are not in that Banner course and should be, please refer the student to student services. If they are correctly scheduled in Banner, but not in Canvas, reach out to RPCC Canvas admin support with the student's name and ID.
If you are having issues checking your email, first make sure you can access on the web here. If you cannot access, make sure you have internet access (not just WiFi access). If you can access your email on that site, you may have a mail application or hardware issue. In either case, please contact firstname.lastname@example.org with your name, L number, description of the issue, and if you were able to access your email from the link listed above. Do NOT contact an individual directly. You should receive an email with an acknowledgement shortly after submission.
Microsoft 365 Account Support
If you cannot authenticate your school provided Microsoft Office 365 applications, including Word, Powerpoint, Excel, Teams, etc. or the applications are not functioning properly, please contact email@example.com with your name, L number, and description of the issue. Do NOT contact an individual directly. You should receive an email with an acknowledgement shortly after submission.
Other Software & Subscription Support (Including Requests)
If you have issues with another software application or subscription, including licensing and a request for a new software license or subscription, contact James McCrary, Director of Innovative Teaching & Learning with your name, L number, issue or request. His office will determine if other RPCC department will need to be involved on your behalf.