Frequently Asked Questions by Students

FAQs

On-Campus Student ID Card Procedure for Spring 2021

Beginning January 25th, Student ID cards will be available  for students at:

• Hardin Valley Campus - Open Computer Lab (ERC 327)
• Other campuses - Campus Library.  Click here to see their hours and locations.

Avoiding Problems:  Initial Settings

1. Read the Pellissippi State Proctorio Guidelines: https://sites.pstcc.edu/distance-ed/student-resources/proctorio-guide/
2. Be sure that your internet is connected and stable.
3. Be sure that you are using the latest version of Google Chrome.
4. Be sure that you have downloaded the Proctorio Extension.
5. Be sure that you have enabled Proctorio in the course you are currently in. Go to content and if you can see “Secure Exam Proctor” then it is not currently active.  Click on that “tool” and it should disappear.  If it does not, follow the directions below for “being prompted for a password”.
6. No other browser extensions may be in use.
7. Be sure that all other tabs and programs are turned off.

Problem 1:  Being Prompted for a Password

If Proctorio is asking for a password there is a connection issue with the quiz. Here are some pointers for improving the chances of a secure connection.

1. If the quiz is linked from Content, first try going to the Quizzes tab in your Brightspace course and locating the quiz. Click on the quiz from there.
2. If you are still being prompted for a password, check the following first:
   1. That you are using Google Chrome
   2. That Google Chrome is updated
3. Check that the Proctorio Extension is installed and on
   1. Click on the puzzle icon in the top right corner of your chrome browser.
   2. Go to Manage Extensions
   3. Locate Proctorio – if it is off, turn it on
   4. If it is missing, return to your course and follow (or re-follow) the steps to downloading the Proctorio extension.
4. If it is already on, try removing and reinstalling. Follow the steps above to locate the extension and click to remove it from Chrome. (you can also do this by clicking on Proctorio’s extension icon in your browser, which is a gray shield)
5. If all of the above are correct and you’ve tried removing and re-installing the extension, please clear your browser’s cache and cookies, and restart your computer.
6. If the problem is still not resolved, you will need to contact Proctorio’s Live Chat for assistance. You may need to specifically ask them to help you determine why you are being prompted for a password and how to fix the issue. You may also need to let them know everything you have already tried.
7. If this continues to be unresolved, contact your instructor and let them know everything you have tried already.
8. Please try to remain calm as we sort out the problems. Your instructor may forward your problem to our Educational Technology folks or they may work with you individually.   Remember that we want you to be able to take your tests without this confusion and frustration.

Problem 2:  Images not Loading

For quizzes with a large number of images (i.e. Lab Practicals) the images do not always load immediately.

1. If this occurs during your test, first try waiting a minute to see if it loads
2. Then, try clicking the arrow to go to the next question or page, then go back. This has been reported to make the images appear.
3. You can also click Submit, and when prompted that you have not saved your answers, GO BACK TO THE TEST.
4. If these do not work, exit the test immediately and contact your instructor. Let them know everything you have tried to this point. In the meantime, do the following:
   1. Check Google Chrome:
      1. That you are using Google Chrome
      2. That Google Chrome is updated
      3. That your internet is connected and stable
   2. Check that the Proctorio Extension is installed and on
      1. Click on the puzzle icon in the top right corner of your chrome browser.
      2. Go to Manage Extensions
      3. Locate Proctorio – if it is off, turn it on
      4. If it is missing, return to your course and follow (or re-follow) the steps to downloading the Proctorio extension.
   3. Check for ad-blockers
      1. Click on the puzzle icon in the top right corner of your browser.
      2. Go to Manage Extensions
      3. Look for any extensions related to blocking pop-ups or ads.
      4. Temporarily turn off these extensions. (No ads are associated with Proctorio)
      5. After your test, return to Manage Extensions and turn your other extensions back on.

5. Please try to remain calm as we sort out the problems. Your instructor may forward your problem to our Educational Technology folks or they may work with you individually.   Remember that we want you to be able to take your tests without this confusion and frustration.

Problem 3:  Proctorio is “Locking you out of Brightspace”

1. If you did not submit the first attempt at the quiz, it may continue to “run” in the background. If that happens, Proctorio may not allow you to do anything else in Brightspace until that quiz is submitted.  Here is what you do:
2. Contact your instructor and tell them what is happening. Your instructor has the ability to enter the quiz for you and force it to submit. And they can reset (delete) that attempt for you. Please be patient as your instructor may not be available at that exact moment.
3. Please try to remain calm as we sort out the problems. Your instructor may forward your problem to our Educational Technology folks or they may work with you individually.   Remember that we want you to be able to take your tests without this confusion and frustration.

Between Semesters
December 12 to January 18
Monday-Thursday: 7:00am – 7:00pm
Friday: 7:00am – 4:30pm
Saturday: Closed
Sunday: Closed

Spring Semester 2021
January 19 to May 7
Monday-Thursday: 7:00am – 7:00pm
Friday: 7:00am – 4:30pm
Saturday: 10:00am – 2:00pm
Sunday: Closed

Note: All Open Lab hours are subject to changes and closings due to circumstances beyond our control.

Spring 2021 Semester (January 25th-May 7th)

Blount County Campus - BL174
865-981-5360
Monday-Friday: 8:00 a.m. – 4:30 p.m.
Saturday and Sunday: Closed

Division Street Campus - DV208
865-971-5233
CLOSED

Hardin Valley Campus - ER327
865-539-7116
Monday-Thursday: 7:30am – 7:00pm
Friday: 7:30am – 4:30pm
Saturday: 10:00am – 2:00pm
Sunday: Closed

Strawberry Plains Campus - ST2654
865-225-2309
Monday-Friday: 8:00 a.m. – 4:00 p.m.
Saturday and Sunday: Closed

Magnolia Avenue Campus - MA140D
865-329-3117
Monday-Friday: 8:00 a.m. – 4:00 p.m.

Between Semesters

Labs are closed until the first day of full term classes unless otherwise noted below.

Blount County Campus - BL174
865-981-5360
Closed

Division Street Campus - DV208
865-971-5233
Closed

Hardin Valley Campus - ER327
865-539-7116
Closed

Strawberry Plains Campus - ST2654
865-225-2309
Closed

Magnolia Avenue Campus - MA140D
865-329-3110
Hours are same as hours for Magnolia Library on Library webpage:
https://lib.pstcc.edu/about_library/hours

The initial password for a student account will be the student P number with a capital P, followed by the # sign. However, before a student can login, that password must be changed. Once this is done, the PSCC username and password will allow access to many PSCC systems, including registration, course material, email, PSCC library resources, and wireless networks and workstations on campus. Helpful links to some of these systems are below.

Your student account | How to Change or Reset your password

myPellissippi

myPellissippi is the interface to administrative records at PSCC, and facilitates access to services and information including student records, course information, registration, academic advising, financial aid, and more.

Online Course Material

Brightspace is the system used for online features of PSCC courses, including materials distributed by instructors, online quizzes and tests, assignment submissions, class discussion forums and more. Brightspace is utilized by our traditional face-to-face classes as well as online-only classes. Help is available below and inside the Brightspace system after login.

Take the Brightspace tour or view the Student Quick Reference Guide.

Webmail

Students are automatically given a PSCC email account before their first day of class. Login to webmail requires typing the full email address, such as username@pstcc.edu and the PSCC password.

Office 365 login | Using Outlook 365 | Connect mobile device to PSCC student email

A PNumber is a number the college uses to identify you and your records. It is a capital letter P followed by 8 digits.

A Pellissippi State Username is generated for students when they are accepted to the college. Your username will include one or more initials, your last name and sometimes a number. This username is used to access PSCC resources.

Look up your Username and PNumber

The main HelpDesk office is on the Hardin Valley campus in the Educational Resource Center (ERC) in room 319.

The HelpDesk also has site campus locations in student open computer labs at all site campuses.

• Blount County Campus - Room 174
• Division Street Campus - Room 208
• Magnolia Avenue Campus - Room 140D
• Strawberry Plains Campus – Room 2654

Students have several options for storing their digital files and projects.

OneDrive

Microsoft’s cloud-based storage option, OneDrive, is included with the Office 365 subscription of each PSCC student. It provides:

1 TB free storage space for each student
Ability to access files from any supported web browser on any device on or off campus
Option to edit files using online version of Word, PowerPoint, Excel, and OneNote
Option to sync OneDrive files with the student’s device running Mac OS X, Windows, Linux, Android or iOS

Login to your PSCC OneDrive

H: Drive

When on campus, all Pellissippi State Students have access to a networked file storage area called the H: drive. This area is storage on a server similar to your computer’s hard drive (C:). A student’s H: drive provides:

500 MB storage space
Ability to access files quickly from any PSCC computer on campus, including classroom computers, lab computers, and instructor workstations for presentations
All H: drive files are backed up routinely.
The H: drive is NOT available when using personal laptops and mobile devices connected on campus via a PSCC wireless network.

Using your PSCC H: drive

Where technologically possible and not legally required, Pellissippi State tries to display a preferred first name inside our different information systems and email. New students and employees have the opportunity to identify a preferred first name when they apply or are hired. However, existing students and employees can also add a preferred first name in our Banner system. This is then fed into other systems on campus.

If you would like to know how to change, there is a knowledgebase article with step by step instructions.

While on campus, you should be able to access the Pellissippi State wireless network from any internet accessible mobile device.

Faculty, staff and students should choose the PSCC wireless network and enter your PSCC username and password when prompted. Checking the "Connect automatically" option will eliminate the need to enter your username and password each time you connect in the future. However, when your password changes, the automatic connection will fail, and you will need to enter your new password on your device.

Pellissippi State guests should use the PSCC_Guest network and enter a valid email address on the registration page. Registration for this network will allow access for only 24 hours.

More detailed information about PSCC wireless networks is in our knowledgebase article.

You can access your email account by opening the Pellissippi State home page and clicking the Webmail link from the Resources menu at the top right of the page.

Yes, you can use the Outlook app or another mail app for your device. The settings you will need include:

Username: myoda@pstcc.edu
Email Server: outlook.office365.com

You can see more detailed instructions in our knowledgebase article.

Note: PSCC policy restricts HelpDesk from working on students' personal devices or home computers.

Yes.

Due to Pellissippi State policies, none of our technical support staff are allowed to work on equipment which is not owned by the college.

Pellissippi State provides an online service which enables students to print to Open Computer Lab printers from personal devices such as laptops, phones or tablets. This service requires login using a current Pellissippi State username and password, and supports printing of files which are already in Microsoft Excel, Microsoft PowerPoint, or PDF (Adobe Acrobat) format.

Pellissippi State libraries provide a similar but not identical service to allow PSCC faculty, staff and students to print wirelessly to printers in PSCC libraries. For instructions, please see the FAQ on the PSCC Libraries web page.

For information on how to print from your wireless device, visit the Wireless Printing knowledgebase article.

For information about how to connect to the wireless network on campus visit the Wireless network knowledgebase article.