Terra State Community College

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Student FAQ's

Types of FAQ's

Email
General
Log-in
Printing
My Quarantine  

Email

1. How do I arrange or re-arrange my messages? 

For more information on how to re-arrange your Microsoft Office 365 message, click here.

2. How do I change my password? 

If you do not know your current password, you must either call the Help Desk at 419.559.2309 or visit during the Library with the General Technologies Building, B-301.

If you know your current password: 

  1. Click on Account Management on the myTerra.edu site and sign into your account
  2. Click "Set Your Password" under the Your Account menu
  3. Enter a new password and confirm it
  4. Click "Change password"

3. How can I run spell-check in Microsoft Office 365? 

For more information on how to set up spell-check in Microsoft Office 365, click here.

4. How do I empty my deleted items folder in Microsoft Office 365? 

To learn how to empty your deleted items from Microsoft Office 365, click here.

5. How to find a user in your offline address book in Office 365? 

To learn how to manage your offline address book in Microsoft Office 365, click here.

6. How do I forward my Microsoft Office 365 email to another (Non-Terra State) account? 

To learn how to forward an email from Microsoft Office 365 to another email (Gmail, Yahoo, MSN), click here.

7. How do I recover items deleted from my email account in Microsoft Office 365? 

To learn how to recover a deleted email from your Microsoft Office 365 email account, click here.

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General

1. What are the system requirements for my computer to access Terra State's online resources such as Banner Self-Service?  

To use Terra State’s online resources such as your Canvas Management System, Office 365 Webmail, and Banner Self-Service; your operating system must be either Microsoft Windows or an Apple Mac OS. In addition, you must use either Mozilla Firefox or Google Chrome (or Safari on Mac) as your web browser. Terra State does not officially support any other operating system or browser.

2. I have a computer problem, what do I do? 

Try to narrow down the problem as closely as possible. Is it a login problem? Is it a printing problem? Check the FAQ's for the answer. If the answer to your question is not found, please contact the IT Help Desk 24/7 at 419.559.2309 or by submitting a request online at https://ithelp.terra.edu/Terra. You can also stop into the Library located in B-301 for assistance on campus.

3. What services are available at the IT Help Desk? 

The IT Help Desk can reset your password, handle more difficult login problems, unlock accounts, assist with problems or errors related to Terra State software and hardware, etc. You must be prepared to verify your identity if you wish to receive assistance. If seeking assistance in person, please have your Terra State student ID card with you. 

4. What is the phone number for the IT Help Desk? 

The IT Help Desk's phone number is 419.559.2309. 

5. When is someone available at the Computer Help Desk? 

Technicians are available to assist by phone 24 hours a day, 7 days a week, 365 days a year. Tickets can also be submitted online at any time at https://ithelp.terra.edu/Terra. For assistance within the Library, please click here for their business hours.

6. What should I do before I contact the IT Help Desk? 

  • Reboot your PC. This can solve some problems without any further action.
  • If you are at home, have you scanned your computer for spyware or malware?
  • If you are at home, is your virus protection up to date?
  • If possible, try and figure out exactly what area the problem is in printing, logging in, saving documents, hardware, software, etc. Have you asked your instructor for help if you are in a class?

7. What information should I have available before I contact the IT Help Desk? 

If you are calling the IT Help Desk, you will be asked to provide your T number, your social security number and/or your birth date for identification purposes. If you are seeking assistance in person, you must bring your student or staff ID card.

You will also need some basic information about the computer with which you are having problems:
 

  • Is your problem happening on a home computer or at Terra State?
  • If it is at Terra State, what is the room number and what is the sticker number on the computer? You can find the sticker number on the side or the back of the computer.
  • If at home, what browser are you using? (Mozilla Firefox, Chrome, Internet Explorer, Netscape, AOL)
  • If at home, what operating system are you using? (Vista, Windows 2000, Windows XP, Windows 7, 8, 10, or Macintosh)
  • What is the exact error you are receiving or problem you are having?
  • What category does your error fall in? Is it software? Hardware? Portal? Login? Email? Wireless? Or something else?

8. I accidentally deleted all my homework from my file storage space. Is there a way I can retrieve it? 

You must contact the Help Desk identifying the files which were deleted. There is a possibility that these files can be restored.

9. How can I save my work to take home? 

All of the computers at Terra State have a USB port for use with a flash drive. These are the most efficient media for saving your work at this time. Flash drives are available at the Terra State CollegeStore as well as most retail stores that handle computer equipment. Some computers also have CD drives. You may want to discuss these different media with your instructor or the Help Desk.

10. Are there open lab times for working on my school projects? When? 

Please contact the administrative assistant for your division for more information on open labs for your program. Computer labs on campus will typically have schedules posted next to the door throughout the semester so that you can check their availability.

11. What software is available on the B Atrium lab computers? 

Microsoft Office 2016 and SAM 2010 are available. Periodically, instructors may request other programs be made available on certain computers in the B Atrium lab. The staff within the Library will be able to tell you if the program you need to use is installed on any of the computers.

12. The Terra State computer that I wanted to log in to has a message box that says "This computer is locked and needs an administrator or someone else's password to unlock it." What do I do? 

If the previous user did not log off, the computer locks after 15 minutes of inactivity. You may select the “Switch User” button on the screen to log into your own account once you have determined that the previous user is not returning.

13. I forgot my flash drive, CD, in the computer in my classroom. What do I do? 

We turn any found articles over to Security. You may check with Security in the General Technologies Building, B-105 or check with your instructor.

14. What if I forget to log off? 

If you forget to log off, after 15 minutes of inactivity a Terra State computer will be locked. However, prior to the lockdown, whoever happens to use the same computer will have total access to all of your records located in your student portal and in document files.

15. Why can I not download my pictures from my camera onto Terra State computers? I have a USB cord that attaches to my camera. 

As a protection to our students and our computers, only certain personnel have rights to download any software onto Terra State computers. If you want to transfer pictures from your camera to be used in a school project, you may download your pictures at your home computer and save them to a flash drive or CD which can later be opened on your Terra State computer. If you only have a few pictures, you may find it convenient after you have downloaded to your home computer to email them to your own email account and open them when you are here at school.

16. How do I connect to the internet with my personal laptop when I am at Terra State? 

You may connect your laptop to the wireless internet access when at Terra State using these two steps:

  1. Go to the "connect to" area on your laptop and choose to connect to "Terra Wireless" (NOT "Terra Wireless Guest").
  2. Open your browser (ie:Chrome or Firefox). Log in according to the directions given on the page using your Terra State username and password.

You may NEVER connect to the internet using the physical Terra State internet ethernet cable connection. To do so may result in loss of all computer privileges at Terra State.

17. How can I turn in some handwritten paperwork to my instructor? 

There are two ways that you can transfer written documents to your instructor:

  • Put your work inside an envelope with your instructor's name, your name, your course number and section number on the outside of the envelope and drop into the designated mail slot in the mailroom on the third floor of Roy Klay Hall, Building A.
  • Scan your documents and email them as an attachment to your instructor. There is a scanner available within the Library B-301, on the 3rd floor atrium of the General Technologies Building B, on the 2nd floor of Roy Klay Hall Building A, or next to the services desk within the Student Activities Center. Note: You should never email any private information such as passwords or your social security number.

18. I'm having trouble with Canvas whom do I contact? 

If you are having problems logging in to Canvas, you should contact the Help Desk. If you are having problems viewing or submitting assignments or tests, you should contact your instructor by email or by the way that your instructor has designated.

19. Some of the pages in Canvas are not loading. Can I do anything to correct this? What is happening? 

Canvas LMS is supported only by Chrome and Mozilla Firefox. If you are having problems, verify you are using one of the two browsers.

20. How do I use Canvas? 

To learn more on how to use Canvas, click here

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Log-in

1. Can I login to my Self-Service Banner, Canvas Learning Management System, and Terra State's Microsoft Office 365 email accounts at home or a public library? 

You may log into your Self-Service Banner, Canvas, and Terra State's email at any computer that has Internet access. These can also be accessed from some web-enabled devices, such as smartphones and tablets that have compatible operating systems. Important! If the username field contains information in the login box that appears, delete this information prior to typing in your own login information.

2. What are my username and password? 

Your username consists of your first initial, last name, and a number assigned by Terra State Community College. Upon acceptance to Terra State, the Admissions office provided you with instructions on retrieving your username and creating your password using the “Account Management” page of www.my.terra.edu. If you are a new student and did not receive any instructions, please contact the Help Desk at 419.559.2309 at any time. During regular hours of service, you may also contact the Library in the General Technologies Building, B-301; the Student Records office in Roy Klay Hall, A-200; or the Admissions office in Roy Klay Hall, A-100.

3. I forgot my password. What can I do to reset it? 

If you have forgotten your password and need to have it reset, you have the following options:

Call the Help Desk at 419.559.2309 at any time to have your password reset over the phone. Bringing your student ID card with you, you may also visit the Library in the General Technologies Building, B-301 during regular hours of service.

4. What can I use for a password? 

Important! You must follow Terra State's Strong Password Policy when you change your password. You must use a new password that is at least eight characters in length and must contain at least three of the following four criteria:

Uppercase Letters: A-Z
Lowercase Letters: a-z
Numbers: 0-9
Symbols: !@#$%^&*()_-+=

You cannot use your name or a complete word that can be found in the dictionary. You can use words with numbers in place of letters. For example, I feel great! = If33lGr8! You may also purposely misspell your words, such as, Thunder Cats are #1 = Tc@tzR#1.

5. How can I change my password? 

You have the following options available to you to change your password:

If you are on campus and know your current password:

You can log onto any computer, press CTRL + ALT + DELETE and click on the change password button.

OR:

  1. Click on Account Management on the myTerra.edu site and sign into your account
  2. Click "Set Your Password" under the Your Account menu
  3. Enter a new password and confirm it
  4. Click "Change password"

If you do not know your current password, you must either call the Help Desk at 419.559.2309 or visit the General Technologies Building, B-301 during hours of service.

6. Why does my password have to be so complicated? 

Terra State Community College enforces a strong password policy in order to help you protect your personal data. Identity theft is a serious threat today and historically has been the fastest growing crime in the US. Your portal contains personal information that would make you a target for identity theft, therefore, it is imperative that you take the necessary steps to protect it. Your username and password are the main defenders of this vital information, so creating a strong password is your best defense.

The first and foremost rule is that your password should not be something that someone can guess. In over 25 percent of reported identity theft cases, the victim knew the thief. How many people know your pet's name, your favorite color or your kids' names? How many times do you use a password like this?

The next rule is that the password should be complex to prevent software packages from guessing it using a brute force attack. These brute force programs can crack a password that is a dictionary word in a matter of seconds. So a strong password combined with account locking after five incorrect login attempts will protect your account.

7. I have received an email saying that my password is going to expire. What do I do? 

Terra State Community College's password policy requires all users to change their passwords every 180 days in order to help you protect access to your account. You will receive these password change reminders beginning 15 days prior to your password expiring. You will need to follow one of the methods described on this page to change your password.

8. I have tried to login more than three times but am unable to get logged in and a screen pops up that says I am locked out. What do I do? 

Terra State Community College's password policy will temporarily lock, for 15 minutes, any account that has made three unsuccessful attempts to login. If this happens, you will need to wait 15 minutes before attempting to login again or you may call the Help Desk and we will unlock your account for you.

9. I am experiencing problems logging in with an Apple computer running Internet Explorer for the Mac. What can I do? 

There are some incompatibility issues with Internet Explorer for the Mac, and it is no longer supported by Microsoft. You may experience problems trying to login to your portal with this browser, therefore it is recommended that you use either Safari or preferably Firefox for the Mac.

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Printing

1. How much does it cost to print a document? 

Black and white copies and prints of a document cost $0.05 per page. Color copies or prints of a document cost $0.20 per page.

2. Where can I print? Make copies? 

Printing is available in all computer labs, and from the computers in the General Technologies Building B on the 3rd floor Atrium and within the Library B-301. Please select B&W_print on papercut or Color_print on papercut as your printer name to print to any of the large student use printer/copier machines around campus. These student use printer/copiers can be found in the General Technologies Building B on the 3rd floor Atrium, in the Library B-301, in the 2nd floor hallway of Roy Klay Hall Building A, and within the Student Activities Center. Copying and scanning are also available from the machines in these same locations.

3. Where can I scan? How much does it cost? 

There are scanners located within the General Technologies Building B on the 3rd floor in the Library B-301 and the Atrium. Other locations include the 2nd floor hallway of Roy Klay Hall Building A, and within the Student Activities Center. There is no fee for scanning. You may send your scans to an email account or save directly to a flash drive.

4. How do I print from a computer? 

From the computer you are sitting at, click Print. In the menu window that appears, please select B&W_print on papercut or Color_print on papercut as your printer name to print to any of the student use printer/copier machines. Use the “Printer Preferences” option to change settings, such as setting the job to print on both the back and the front of the paper. Click the Print button within the menu to send your print job to the printer. Take your student ID card up to the printer/copier, and tap your student ID card on the large gray tap zone symbol above and to the right of the printer’s touchscreen. The printer/copier will beep when it reads your card and the printer’s touchscreen will change to provide further instructions or options. If you have previously associated your ID card with your printing account, you will be taken to the printing release screen where your print job should be listed. Press the name of your print job to highlight it on the screen and then press print along the bottom right of the touchscreen. This will release the print job and the printer will activate. If you have multiple print jobs listed on the release screen and wish to release all of them at once, you may select Print All along the bottom right of the touchscreen. This will release and print all of your print jobs listed in your print queue. Once your print jobs have printed, press the Access key twice to log out of the printer.

5. Can I print a file that is saved on my flashdrive? 

Yes. Insert your USB flashdrive into the USB port on the right-hand side of the printer/copier near the front. Tap your Student ID card on the large gray tap zone symbol above and to the right of the printer’s touchscreen. The printer/copier will beep when it reads your card and you will be taken to a screen which allows you to access files from your flashdrive and send them for printing. Once your print jobs have printed, press the Access key twice to log out of the printer and remove your flashdrive.

6. How do I associate my student ID card with my PaperCut printing account? 

When using Terra’s student use printer/copiers for the first time, tap your student ID card on the large gray tap zone symbol above and to the right of the printer’s touchscreen. The copier will beep when it reads your card and the printer’s touchscreen will change. On the touchscreen you will be asked whether you would like to associate your card. Click “Yes” and then log in using your campus username and password. The screen will notify you whether it successfully associated your student ID card with your PaperCut account. Tap your card on the tap zone again to log in to release a print job or make copies.

7. How do I copy? 

Copying is available to students from the printer/copiers in the General Technologies Building B on the 3rd floor Atrium, in the Library B301, in the 2nd floor hallway of Roy Klay Hall Building A, and within the Student Activities Center.

Take your student ID card up to the printer/copier, and tap your student ID card on the large gray tap zone symbol above and to the right of the printer’s touchscreen. The printer/copier will beep when it reads your card and the printer’s touchscreen will change to provide further instructions or options. If you have previously associated your ID card with your printing account, you will be taken to a beige welcome screen that lists your name and remaining credits. Press OK, and you will be taken to a screen providing copy options. Select your desired copy options or use the default copy settings, and place your original face down inside the copier in the upper left-hand corner of the copier glass. Press the oval-shaped Start button to begin copying. When you are finished, press the Access key twice to log out of the copier.

8. If I’m not a student this semester, can I print or make copies? 

You may use the computers and copier in the Library. The librarian will collect your copying fee or printing fee then release your print job.

9. What if I don’t have my Terra State student ID card with me? 

You can print or make copies by simply entering your campus username and password in the fields provided on the printer/copier touchscreen display, and then following the directions for printing or copying listed above.

10. I don’t have any credits on my card. Can I use my friend’s? 

Printing: No. All of your printing is attached to your student username within Papercut. You can only use your printing account to release print jobs attached to your student username. You cannot access another student’s account for printing.

Copying: Yes. When copying, you can have your friend tap their Student ID Card or enter their username and password to enable copying with the student use printer in the General Technologies Building B Atrium, Library, 2nd floor hallway of Roy Klay Hall Building A, or the Student Activities Center. However, credits will be taken off your friend's account for your copies.

Please note: Students cannot transfer money between accounts.

11. Can someone else use my account? 

Printing: No. All of your printing is attached to your student username within Papercut. You can only use your student ID to release print jobs attached to your student username. You cannot access another student's printing account. Copying: Yes. You can tap your student ID card or enter your username and password and allow a different student to make copies on the student use printer in the General Technologies Building B Atrium, Library, 2nd floor hallway of Roy Klay Hall Building A, or the Student Activities Center. Credits will then be taken off of your printing account for their copying until you log out of the print by pressing the Access key twice.

Please note: Students cannot transfer money between accounts.

12. How do I add credits to my printing account? 

In the 3rd floor Atrium of Building B, a Virtual Cash Accepter is located on the wall between lab B304 and the BAtrium copier/printer. Insert your student ID card into the Virtual Cash Accepter and follow the on screen directions to log in. Insert coins or dollar bills when prompted by the cash accepter screen. Be sure to log out of cash accepter by pressing the * key.

Please note: If you add more money into your account than you need for printing or copying, the money will not be refunded. Please use caution when adding money into your account.

13. What if I don’t use all of my print account credits this semester? Does it "roll over" to next semester? 

Yes, your print account credits will roll over to the next semester. The credits in your print account that aren’t used in one semester will be available on your account for the next semester.

Please note: If you add more money into your account than you need for printing or copying, the money will not be refunded. Please use caution when adding money into your account.

14. How long can I use my print account credits after the semester ends? Can I use it when I am no longer a student? 

Your student account remains active for approximately one year after you are no longer a student. You may use the funds in your print account any time until your account becomes inactive.

Please note: If you add more money into your account than you need for printing or copying, the money will not be refunded. Please use caution when adding money into your account.

15. I still have a singles print card. Can I use it? 

No, the singles card will no longer work. If you have one of these cards, you may bring your old printing card to the Library in the General Technologies Building, B-301 where the card balance will be checked and the balance credited to your new student ID card account.

16. How can I tell how many print credits I have? 

When you log in to use the copier, a beige welcome screen lists your name and remaining credits.

When you log in to release print jobs, you must switch to copier mode in order to view your remaining credits.

17. I’m on the copier options screen, how do I get back to the print release screen? 

Click the “menu” (key off to right side of touchscreen)
On touchscreen select “App”
On touchscreen select “Release”

18. What if I run out of print credits on my card in the middle of printing? Can I add more? 

If you don’t have enough print credits on your card, your print job will not be released until more credits are added to your card sufficient to print the entire job. Follow the directions listed above for adding additional print credits to your printing account.

19. If I don’t have money, can I save my work to this computer and print later? 

Yes, every student is assigned an Office 365 OneDrive account. Click Save As, and select your OneDrive as the location where your file will be kept. Name your file and click Save.

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My Quarantine

1. What will this spam filter do for us at Terra State Community College? 

Sophos Email Appliances, part of Sophos Email Security and Data Protection, secure the mail gateway from spam, phishing, viruses, spyware, and other malware, and employ content filtering. According to West Coast Labs in March 2008, "This email appliance blocks more than 99 percent of spam at the email gateway."

By handling this process at the mail gateway, this spam email will be automatically blocked from coming into our internal environment. Since spam email will not filter down into our Exchange environment, this will provide better protection for our mailboxes and take the load off of the Exchange server. We will now also be providing spam filtering for all students on campus. Checking your personal quarantine can now be accessed on or off campus.

On Monday, June 29, our new spam filter handled 13,105 pieces of email. Of those only 933 were legitimate emails. The other 12,172 emails were spam.

2. What kind of mail goes into my quarantine? 

Spam filters use "a range of anti-spam techniques included obfuscation detection, URL tracking, heuristics, and content fingerprinting" to calculate the chance of whether an email is spam or legitimate.

If an email falls into the 90 percent or higher range of chance that it is spam, the email is automatically discarded as "high" spam. If an email falls into the 50 to 89 percent range, it is automatically quarantined as "medium" spam. These "medium" spam emails can be found in your personal quarantine.

3. How do I access my personal quarantine? 

You can access your personal quarantine from on or off campus. Just go to the link Personal Spam Quarantine. You need login with your Terra State username and password. The same username and password you use to access computers, email or any of the portals.

4. What if an email I was expecting is not in my personal quarantine but it should have been delivered to my mailbox? 

Besides the anti-spam techniques, we filter email by content. Any email with offensive language is automatically discarded. Email which as a restricted attachment (such as an .exe file) is quarantined. Email with specific content such as the word debt, ecard, offshore, etc.… is quarantined. This quarantined email is not accessible through your personal quarantine. Only IT department personnel can release such blocked email from quarantine. If you were expecting an email, which was not delivered to your mailbox nor is in your personal quarantine, please contact the Help Desk at https://ithelp.terra.edu/Terra. IT personnel can release any email blocked for content.

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