Troubleshooting & Support
Introduction
There are several ways to get help with Canvas. If you are in need of support follow the steps below:
- Log in to Canvas with your NetID/username and password at https://montclair.instructure.com
- Click the Help [1] link at the bottom left in the Global Navigation menu
- There you will see the different ways to contact/request Canvas support [2]. Select the appropriate link.
Below, you will find more information on what the different options within the Help menu entail.
Searching the Student Guide
This an external link to the Canvas Community page with answers to common questions and issues that students encounter.
Live Chat
Students will be directed to the a live chat session with Montclair State University's canvas support team at the IT Service Desk to get immediate feedback from a trained specialist.
Ask Your Instructor a Question
Students are able to send messages to their instructor or TA if needed.
In the course drop-down menu [1], select the course that relates to your question. In the Message field [2], enter the message for your instructor(s).
When you're done, click the Send Message button [3]. Replies will be sent to your Conversations inbox. If your course includes more than one instructor or TA, your message will be sent as a group message to all instructors/TAs in the course.
Report a Problem
In the subject field [1], create a subject for your ticket.
In the description field [2], describe the problem you are experiencing in Canvas. Please be as detailed as possible to help troubleshoot the problem. If you submit tickets frequently, you may prefer to use a screencasting program to create an online link to an image or create a video walkthrough. However, if you're not comfortable using online links, you can submit attachments later if necessary; once you submit the ticket, you'll receive an email from the support team. You can reply to the email with any attachment as needed.
In the drop-down menu [3], select the statement that best describes how the problem is affecting you:
- Just a casual question, comment, idea, suggestion
- I need some help but it's not urgent
- Something's broken but I can work around it for now
- I can't get things done until I hear back from you
- EXTREMELY CRITICAL EMERGENCY
Complete the fields provided and click send. This will be sent directly to the Montclair State Canvas Support Team, who will respond in a timely manner.
Submit a Feature
This feature allows users to suggest updates or new features to add to Canvas to help with further development.