What to Do If...

Your Instructional Designer

Every school has a CETL Instructional Designer. Yours will email you within your first week — you do not have to find us.

Business & Management
Felicia Harris-Foster
fharrisfoster@ndnu.edu

Education
Lia Schraeder
LSchraeder@ndnu.edu

Psychology
Kevin Zaragoza
kzaragoza@ndnu.edu

Book time sooner

Not heard from your ID? Email cetl@ndnu.edu and we will connect you.

Tech trouble

OIT Helpdesk
(650) 508-3555 — 24/7 for access issues
helpdesk2@ndnu.edu

Emergency: call 911, then campus security at 510-852-5877.

When something goes wrong

When something breaks and who to call. Read it before you need it.

Things go wrong at inconvenient times. This page is the backup plan. Read it now, so you’re not looking for it at 7:55 for an 8:00 class.

I can’t get into Canvas or Zoom and I am about to teach

Call the OIT Helpdesk: (650) 508-3555. The phone line is staffed 24 hours a day, 7 days a week for access problems, including nights, weekends, and holidays. This is the fastest path when you are minutes from class.

Email helpdesk2@ndnu.edu creates a ticket and is right for anything that can wait. It is not right for an emergency. Call.

The 24/7 remote team can handle:

  • Cannot log in to campus systems
  • Password reset, or account locked
  • Email not working (Microsoft 365)
  • Wi-Fi or VPN connection problems
  • Canvas access issues
  • Multi-factor authentication (MFA) setup
  • Software installation help

Hardware needs a person on site, so it is business hours only: a broken screen, a device that will not power on, a classroom projector or AV system, a printer jam, a downed Wi-Fi access point. After-hours hardware tickets queue for the next business day.

Before you call, buy yourself a minute

  • Message your students. Even "Give me 5 minutes, I am working on a technical problem" prevents a room from emptying out.
  • Have a fallback. If Zoom is down, can you send the reading and a prompt and run the session asynchronously? Deciding this in advance costs nothing.
  • Know your own password reset path before you need it: help.ndnu.edu.

I can’t make it to a scheduled class

Notify your Program Director as early as you can, and message your students through Canvas so they aren’t waiting in an empty room.

Something urgent is happening

If anyone is in immediate danger, call 911 first, then campus security at 510-852-5877. That applies whether it’s a student, a colleague, or you.

Something is happening to a student

  • Danger, violence, or a medical situation. Call 911, then campus security at 510-852-5877.
  • A student in crisis. 988 is the Suicide and Crisis Lifeline, staffed 24/7. TimelyCare TalkNow connects an NDNU student to a licensed mental health professional in minutes, free, at any hour. You can open it with them rather than handing them a number.
  • A student discloses sexual misconduct. You are a responsible employee under Title IX. You must report it to the university and you can’t promise confidentiality. Tell the student that before they continue, so they can choose what to share.

Something is happening to you

  • A medical emergency or accident. Call 911. If you’re on campus, campus security at 510-852-5877 can direct responders to you.
  • You can’t teach today because of it. Notify your Program Director as soon as you’re able, and message your students through Canvas. If you can’t do either yourself, ask someone to do it for you. Nobody expects you to handle logistics from an emergency room.
  • You’ll be out longer than a session or two. Contact your Program Director and hr@ndnu.edu. Extended absence, leave, and coverage are handled between your school and HR, not by you alone.
  • You feel unsafe on campus. Campus security at 510-852-5877. If it involves a member of the university community, also contact hr@ndnu.edu.

Something else

  • The campus phone system is down. Use 510-852-5877. It runs independently of NDNU systems.
  • You’re not sure whether it counts as urgent. Call it in anyway. Your Program Director would rather hear about something small than find out late about something large.

Public Safety is no longer provided by NDNU. Campus security is managed by the property managers, and 510-852-5877 is their number. Save it in your phone now.

Other questions

My course shell has not appeared in Canvas Normal until close to the term start. Still missing a week out? Ask your Program Director or your Instructional Designer.
I need Zoom It is not automatic. Request it: helpdesk2@ndnu.edu.
Where do I report final grades? The Campus Portal, not Canvas.
Wi-Fi setup OIT's Wi-Fi guide (NDNU login).
A student says they need an accommodation Refer them to the Disability Resource Center. You cannot grant accommodations without a DRC letter.
A parent is asking about their student's grades Do not share. See FERPA and Student Privacy.
I am worried about a student, but it is not an emergency Use the Conduct and Student of Concern form. It routes to the Office of the Provost, which sends it to the right office.
I am not sure who to ask Start with your Instructional Designer. If you are not sure who that is, cetl@ndnu.edu reaches all of us.

The OIT Helpdesk

For all technology support, go to OIT. Accounts, passwords, email, Canvas access, Zoom, Wi-Fi, classroom AV, and hardware are all theirs. If you’re unsure whether something is a technology problem, ask them anyway and they will route it.

Phone (650) 508-3555 — 24/7 for access issues
Email helpdesk2@ndnu.edu — logs a ticket; use for anything that can wait
In person Campus Center Lounge, business hours
Service portal NDNU Helpdesk Service Portal (NDNU login) — tickets and knowledge base