Tyler Junior College

Computers & IT Service Desk

MYLabsPlus Notice

On Saturday, November 22, 2014 from 4:00 AM ET to 5:00 AM ET, technical teams will be performing maintenance on user authentication systems for the Pearson MyLabsPlus platforms.

During this time frame, students and instructors attempting to access their MyLabsPlus courses for the first time will experience an "ESB3" or other error message preventing course access. Students and instructors who have already accessed their MyLabsPlus courses prior to this event will not be impacted.  

See below for other issues with My Labs Plus.

Q:  What support issues can the IT Service Desk assist customers with?

A: Some of the typical issues the IT Service Desk provides assistance with are listed below:

  • Password resets (which you can do 24/7 by calling our number and using option 1)
  • Account lockouts
  • Automatic login to Canvas doesn’t work (typically browser issue)
  • Typical software installs (browsers, anti-virus, etc.)

There are computer issues that we must divert to other departments. Below is a list of those issues and contact information for that.

Issue Contact Information
 Customer does not know A#  Admissions, 903-510-2523
 Customer can get to Canvas, but is having an issue with course content or missing classes  Help > Report an Issue link in the top right hand corner in Canvas
 Customer has holds on account  Depends on hold, see www.tjc.edu/holds
 Customer cannot drop class online  Registrar's Office, 903-510-1005
 Housing application is not working/cannot see link to Apply  Housing, 903-510-2345

    My Labs Plus Notice

    We are receiving reports that students and faculty are having issues with MyLabsPlus where, after logging in, they are brought to a blank page. This is a third-party site, meaning that it is not hosted by TJC. Please check that you meet the web browser requirements shown below. If you are still experiencing issues, you can contact the MyLabsPlus Support team 24 hours a day: (888) 883-1299.

    In addition, the email address for MyLabsPlus help desk is helpdesk@tjc.mylabsplus.com. For password resets, students in developmental classes can contact Billie Anderson by email at band@tjc.edu. Students taking credit classes should contact Chris Chappa at ccha@tjc.edu.

    Supported Browsers for MyLabsPlus
    Windows 7

    IE 8, 9
    FireFox 3.x, 4.x, 5.x
    Chrome 12.0 

    Windows Vista

    IE 8, 9
    FireFox 3.x, 4.x, 5.x
    Chrome 12.0 

    Windows XP

    IE 7, 8
    FireFox 3.x, 4.x, 5.x
    Chrome 12.0 

    Mac OS 10.7 "Lion"

    Safari 4, 5
    FireFox 3.x, 4.x, 4.x
    Chrome 12.0 

    MacOS 10.6 "Snow Leopard"

    Safari 4, 5
    FireFox 2.x, 4.x, 5.x
    Chrome 12.0 

    MacOS 10.5x "Leopard"

    Safari 4, 5
    FireFox 3.x, 4.x, 5.x
    Chrome 12.0 

    Mac OS 10.4.11 "Tiger"

    Safari 3.x, 4
    FireFox 3.x 

    To learn how to log in to your online classes in Canvas, visit our Access your Online Class page.

    Displaying Blocked Content

    Chrome and Firefox may block some external website content in Canvas. The result will be a blank page in Canvas. This page explains how to display the blocked content.

    Chrome

    1. When you get a blank page in Canvas, click the shield icon in the address bar of the browser window (upper right).

    2. Click Load Unsafe Script.

    3. Click OK. The content will be displayed on the Canvas page.

    Firefox

    1. When you get a blank page in Canvas, click the shield icon in the address bar of the browser window (upper left).

    2. Click Disable Protection on This Page. The content will be displayed on the Canvas page.

    For more details, see the “Browser Privacy Settings” section on the following page:

    http://guides.instructure.com/s/2204/m/4214/l/41056-which-browsers-does-canvas-support

    Supported Browsers

    Automated Phone System Options

    Here are the options for our automated phone system. You may enter the number as soon as you start hearing the automated message for quicker access.

    - Reset Apache Access/AD passwords – available 24/7
    - Faculty emergencies in the classroom ONLY
    - Student issues such as Financial Aid, Transcripts, or Admissions questions
    - All other audio/visual or computer related issues

    Service Desk Contact

    Monday - Friday, 8:00 a.m. - 5:00 p.m.
    Phone: 903-510-3269
    Email: itservicedesk@tjc.edu
    Facebook page: www.facebook.com/TJCServiceDesk
    Online Service Desk Chat: support.tjc.edu, M-F, 9 a.m. - 4 p.m.

    If you need information about class schedules, registration, financial aid, payments, transcripts, or admissions information, please call 903-510-2200.

    Short URL to this page: www.tjc.edu/ServiceDesk

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