ANGEL Tip

Level 3 support is available after level 1 and level 2 are followed.  Please allow 24 hours for a response Monday through Thursday and Friday through Sunday expect an answer sometime during Monday.

Have an Angel question? We can help. Contact us at 770-229-3066, 706-646-6323 or at onlinelearning@sctech.edu. In your email Include your student ID number, your name and phone number. If your concern is related to a specific course, include the CRN number of the course.

 

 

Technical Support

Level 1

Begin troubleshooting a problem by ruling out many settings and properties before contacting technical support.

  • Check your ISP (Internet Service Provider) connection to make sure you are not having connection issues. Try other websites besides GVTC’s ANGEL to determine if they can be accessed successfully. ANGEL works well with FireFox and Internet Explorer.
  • Check to ensure the URL is correct – http://gvtc.angellearning.com/
  • Type the URL instead of using a browser shortcut or favorite.
  • Use the ANGEL system check nugget on your Angel home page to determine if there are issues with your computers system requirements and plugins in your browser or it's settings. To determine this go to your Angel home page and search for the system check nugget. It should be in the lower left column.  All the boxes should be green with white check marks.  If they are not, you are missing a system requirement or a plugin. You will need to search for the missing requirement or plugin on the internet and install it onto your comjputer.
  • Check the cache setting in your browsesr. 
    • In Firefox Go to
      • Tools –
      • Options –
      • Advanced
      • Update. Check all boxes that will automatically search for updates to Firefox add-ons and search Engines. Be sure to check "warn me" if this will disable any of your add-ons. 
    • In Explorer go to
      • Safety at the top of the screen.
      • At the bottom of the pulldown go to Window update. Check for newest version of the browser.  Ensure that “Every time I visit the webpage” is checked.
  • Clear the cache in your browser watch this http://www.wikihow.com/Clear-Your-Browser%27s-Cache or
    • Internet Explorer browser. Go to
      • Tools –
      • Internet Options – and in Browser History click Delete. Close the browser window and restart the browser.  This should be done after any applied fix.
    • Firefox browser. Go to Tools –
      • Options –
      • Privacy - Clear Your Recent History. Chose a time that matches your recent time on the computer. This should be done after any applied fix. For more information goto
  • Add an Angel link to Trusted sites in your browser version.
      • Internet Explorer 7
        • Click internet options in the tools menu. The tools menu has a gear icon on it.
        • Click on the security tab
        • Click on trusted sites
        • Click on sites button
        • Type the web address ing the text box and click the add button.
        • If necessary, uncheck the "require server verification" box. Unchecking this box will allow you to add sites to the zones that don't use the https:// protocal, which ptorects your information while it is being transferred to the server the website is on.
        • Click the close button to exit the trusted sites dialog box.
        • Click OK to exit the internet options dialog box
      • Firefox
        • Go to tools, Options,Privacy, Use Custom settings for History, accept cookies from sites, Exceptions (here you may also want to make sure you have accept cookies from sites and accept third-party cookies checked and keep until they expire.
    • Ensure a Windows Update
      • (http://windowsupdate.microsoft.com) has been applied. This will update you Internet Explorer. You can also go to the Safety link on the Internet Explore page and it will check on windows' updates available for you system.
    • To ensure a Firefox Update
      • go to the tools tab and click option and
      • then go to the Advanced symbol then to the update tab. Ask the browser to automatically check for updates to Firefox, add-ons, and search engines.
      • Be sure to check the box that says to warn you if the upgrade will disable any of your add-ons. 
    • Check for privacy and fire wall services, i.e. McAfee Personal Privacy service, Zone Alarm Suite, Norton, etc. These typically filter cookies and can be configured to allow the SCTC ANGEL cookies.
    • Check for web accelerators and disable or uninstall them, or if possible, disable them for this site. A web accelerator (such as those offered by Netscape and Netzero) works by pre-downloading pages and compressing them through a proxy. In general, proxies can cause problems for sites that use cookies.
    • Install and run ADAware and/or Spybot S&D
    • Make sure your anti-virus software is up-to-date and running scans regularly.

Level 2

Your instructor is the first person to contact if you need assistance. Email her/him with any concern or question you may have. You can reach them through The Angel Communicate Tab or through their sctech.edu email. Check your course syllabus for instructor contact information. Give them at least 24 hours to reply to you. If you email on Thursday, your reply may not come until Monday. The first week of the quarter is crucial to your success, but it is busy for everyone. A Faculty Directory is available on the SCTC Website for locating fulltime instructor email addresses and phone numbers. Adjunct instructors may not be listed in the Faculty Directory.

Level 3

If the computer meets all requirements and the instructor is unable to help with technical support, the ideal situation is that the instructor should contact the college’s helpdesk by emailing onlinelearning@sctech.edu. This keeps communication open among the student, the instructor, and the college’s online learning helpdesk.
In situations when the instructor is not able to be reached please contact the college’s helpdesk directly. This can be done by emailing onlinelearning@sctech.edu or through the Help and Resources tab on the ANGEL login page.