Students have several options for obtaining help with Canvas.

1. Getting help with Canvas
   In a Canvas course, click the Help icon at the bottom left margin of a Canvas page.
    
2. Search the Canvas Guides
   Search the extensive Canvas Guides for answers to common questions. This comprehensive knowledge base of step-by-step tutorials covers every Canvas feature. Searching the Canvas Guides will often give you just the information you need. Visit the Canvas Student Guides.
    
3. Contact Canvas 24/7 phone & chat support
   If you can't find the help you need in the Guides, contact Canvas Support via phone (510) 907-2555 option 3 or chat 24 hours a day. Canvas Support experts can usually resolve your issue immediately.
    
4. Contact A&II
   If neither the Canvas Guides nor Canvas Support can resolve your issue, email A&II for assistance.

Non-SMU Canvas guest

If you are not enrolled at SMU as a full-time student, but you're enrolled in an interprofessional or community course, and the Academic Systems Administrator, sign in Canvas as a guest.

Connect to Success (C2S) iPad Resources for Students

iPad Technical Support:

Contact the Samuel Merritt University Service Desk for:

• Campus WIFI connection issues
• SMU password
• SMU Apps (SMURF, etc.)
• SMU Student iPad Bundle User Agreement 

Contact Apple Education for iPad Support via AppleCare+  at 1-800-800-2775, option 3.
(You will be connected to a support agent who can provide you with options. State that you have a university-issued device with AppleCare+ no service fee. You will need to provide the serial number of your iPad, even if you are calling about the Apple Pencil.) Contact Apple Education support for:

• iPad hardware Issues
• iOS Issues
• Damage
• Apple Apps
• Apple ID
• Apple Subscriptions
• And more…

Additional Apple Resources:

• Getsupport.apple.com
• Genius Bar (online and in-person support)
• iPad User Guide

Academic Technology Support for the iPad:

• Canvas support
• Panopto support
  Requirements:  iOS 16+ (Users can view, upload, or record content using the mobile app; however, they cannot edit content.)
• Notability support
• Respondus Lockdown Browser locked out my iPad

iPad Training Opportunities:

• Apple Support Video Library short videos to teach you everything your iPad can do.
• Campus Leader Events Student campus leaders show you how they use their iPads. (September through April)
• Today at Apple free sessions at your local Apple Store and online to get hands-on with the latest from Apple.

Panopto

Panopto is Samuel Merritt University's official video management system for sharing recordings in courses. Students are able to view Panopto recordings embedded in Canvas. However, students can also use Panopto to record videos for Canvas assignments or Canvas discussions. To learn more about how you can use Panopto in your courses, visit the Panopto Resources webpage.

Respondus LockDown Browser

Your instructor may assign you an online quiz in Canvas that requires you to use Respondus LockDown Browser (LDB).

INSTALL OR UPDATE LDB NOW, SO YOU HAVE TIME TO RESOLVE ANY ISSUES BEFORE YOUR QUIZ OR EXAM.

Install LDB

If you haven’t yet installed LDB on your computer:

1. Install LDB by following these instructions.
2. Learn how to use LDB by reading the Student QuickStart Guide.

IMPORTANT: Update LDB

If you’ve already installed LDB on your computer, avoid potential issues by making sure you’re using the latest version:

1. Open LockDown Browser.
2. Click the “About LockDown Browser” button on the LDB toolbar. (In Windows, this is a letter “i” in a circle; in macOS, it’s a blue globe.)
3. Click the “Check for Updates” button in the “About LockDown Browser” window.
4. If you are unable to install the update, uninstall LDB from your computer and then try to install the update.

If you have technical difficulty downloading Respondus LockDown Browser, contact the SMU IT Service Desk for support.

If you have difficulty during an exam,

1. If you're in Canvas and have problems opening a quiz or exam or using your webcam, click the Help Center button at the top of your screen. If you're using Respondus Monitor (not just RLDB), you'll be able to chat with a live support agent.
2. If you've already begun completing an exam and experience problems, open a support ticket with Respondus and alert your instructor to the issue you're having. Opening a support ticket is the fastest way to resolve most issues.

TurnItIn

• Interpreting the Similarity Report
• Draft Coach extension for online MS Word to check student sources for potential plaigiarism, grammar check, compare in text citations  to your reference list.

Submitting Turnitin assignments

Turnitin Student Assignment Instructions This assignment will be reviewed by Turnitin software to flag similarity to other sources. Follow the attached instructions below for writing, submitting, and viewing your Turnitin results.

• Review the Plagiarism Spectrum to learn of common types of plagiarism to avoid when writing your paper. Remember to paraphrase the work of others which you are citing.
   
• Submit your assignment in Canvas. See the Tutorial: How to Submit a Turnitin Assignment in the pages below. 
   
• View your Turnitin Similarity Report. The purpose of Turnitin is to flag potential instances of plagiarism or incorrectly cited content against similar material in their database, on websites, or in publications. Do not simply rely on the Similarity Index Score to determine if your paper contains plagiarism because the score only indicates how much of your work matches other sources. It does not necessarily indicate that plagiarism has occurred. Review each instance of similarity that Turnitin has flagged and determine if it needs to be re-written and/or cited properly. The instructor will determine if plagiarism has actually occurred. 
  NOTE: View your Similarity Report from the assignment instead of from the Grades page to avoid receiving an error message that may delay your results.
   
• Revise your paper for any grammar, spelling, and improper citations as noted in the Turnitin report. 
   
• Submit your final paper in Canvas as before. 
  NOTE: You may resubmit your paper with edits before the due date, however it may take another 24 hours to receive a new Similarity Report, so plan ahead accordingly

Tutorial: How to Submit a Turnitin Assignment

Overview: This tutorial demonstrates how to submit a file to a Turnitin assignment in Canvas.

Getting Started

1. Locate and open the assignment you wish to submit. Select Submit Assignment.

   

    

2. Select the file from your device. Optional: Add comments.

   

    

3. Indicate that the submission is your original work by checking the relevant box.
    
4. Select Submit Assignment.
    

5. You will see a screen like this showing that your assignment has been submitted successfully. It is a good idea to keep a screen capture of this screen to show your paper has been submitted.

   

   
   Note: You can re-submit the assignment. You may do so as many times as needed before the due date. The instructor will retain a copy of each version.

   

Need help?

Contact Canvas 24/7 at 888-233-7764 with any challenges. Be sure to tell the support person that you need help with a “legacy API” assignment submission in Turnitin. Contact aii@smuelmerritt.edu for additional support.

Review these Q/A and tips to help you connect to your SMU Zoom meetings.

Q: What do I do to create a SMU Zoom account?

A: All you need to do is activate your SMU Zoom account. do this:

1. Sign out of you Zoom app account.
2. Access MySMU.
3. Select the Zoom icon.
4. Click “Open”. This will:
   1. Activate your account.
   2. Provide options to (1) launch Zoom on the web browser in your computer, or (2) launch to the Zoom app on your computer, or mobile device.
   3. Automatically log you in to the SMU Zoom account through SMU’s Single Sign On (SSO).

Q: I can't access my SMU Zoom class meetings.

A: Always access your SMU Zoom class meetings in Canvas. Try these best practices:

1. Close all apps not used during a Zoom meeting. This will free up Internet bandwidth and computer resources, and allow for the opened apps to run smoother. 
2. Log off Zoom personal accounts (on Zoom cloud and computer Zoom app). 
3. Access SMU Zoom class meetings in Canvas. Open your Canvas course.
4. Click the “Zoom” tab.
5. Select the meeting and click “Join”. This will:
   1. Provide options to (1) launch Zoom on the web browser on your computer, or (2) launch to the Zoom app on your computer, or mobile device.
   2. Automatically log you in to the SMU Zoom account through SMU’s Single Sign On (SSO).

Q: What if I choose to join SMU Zoom meetings directly on my computer or mobile device Zoom app?

A: Install the app in your computer or mobile device, then sign in to your SMU Zoom account. 

1. Click Sign in.
   
            
    
2. Choose the  Single Sign On (SSO) option.  Do not type in your email and password here.
   
                
            
3. Type the SMU domain for Zoom, "samuelmerritt".
   
            
    
4. Follow the prompts to finish login in using your SMU credentials. 

Q: I cannot access my SMU Zoom account. What do I do?

A: It's a good practice to do regular browser maintenance. Try this:

1. Update the web browser(s). Outdated browsers do not provide full functionality or apply fixed bugs.
2. Clear browser cookies and cache. Clear web browser data to prevents browser errors, especially when multiple accounts use the same app.
3. Enable Cookies.  For example, to run app integrations like, “Canvas+Zoom” or “Canvas+Panopto”, web browsers need  to be fully  functional. Enabling cookies allows proper communication and interaction between app integrations.

Q: I'm still having trouble accessing my SMU Zoom meetings. What do I do?

A: If after doing all of the above you are still have trouble accessing your SMU Zoom meetings , please contact the IT Service Desk.

Academic Support Services

• Best Practices in Online Learning
• SMU Academic Support Resource Guide