Technical Support Resources – Student FAQ
Students – Frequently Asked Questions (FAQ)
You may be able to find the answer to your question on this FAQ page. Click on a topic to expand it and view more information, and click on it again to minimize it. If you have a question not covered here, please do not hesitate to contact C4E’s Tech Support staff.
Getting Started
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Student Orientation [±]
Purchasing the Access Code [±]
If you’re unable to find the Access Code in your Inbox, please check your email’s spam/junk mail folders. You can also request the Access Code to be re-sent to you by contacting orders@connect4education.com (orders null@null connect4education NULL.com) or calling (703) 880-1180 x111.
You may also be able to purchase your Access Code from your campus bookstore.
If you purchased your Blackboard code from your campus bookstore, you will need to register on Connect for Education’s Blackboard Registration Page (http://www NULL.connect4education NULL.com/bb/) to receive your Access Key for Blackboard. You will then log into your course on your school’s Blackboard site and input your Access Key to unlock the course material.
If you purchased your Blackboard Access Key directly from the Connect for Education online store, you will log into your course on your school’s Blackboard site and input your Access Key to unlock the course material.
Invalid Code / Used Code (C4E) [±]
Invalid code: Please make sure you are entering the correct characters for your code. Note that there is only one letter “O” in the code, and it appears at the beginning of your code. Other similar characters will be the number zero. Additionally, be sure the Access Code you are trying to register is for the specific course you are taking. The registration page will only accept codes intended for that specific course.
Used code: Please be sure you purchased a new (not used) code from the campus bookstore or from the Connect for Education online store. If the code is new and you receive this error, your registration may have been accepted. Please check your email for your account credentials, and try logging into your course at www.connect4education.org (http://www NULL.connect4education NULL.org) with the account you created.
If you continue to experience issues registering your Access Code, please contact Support and provide your Access Code so they can offer further assistance.
Invalid Code / Used Code (Blackboard) [±]
OnMusic Rock / OnMusic Jazz [±]
*Please note that OnMusic Jazz (1st Edition) will no longer work with our Jazz courses. You must purchase OnMusic Jazz (2nd Edition) for your course.
Registered with the Wrong School/Instructor/Class/Section [±]
- College/University
- Instructor’s Name
- Current Semester
- Section Number (i.e. MUS-101-A)
Cannot Find School/Instructor/Course on Registration Page [±]
If your course is on the Connect for Education site, you will register on the Connect for Education Registration Page (http://www NULL.register NULL.connect4education NULL.com/).
If your course is on Blackboard, you will register the code you purchased from the campus bookstore on the Blackboard Registration Page (http://www NULL.connect4education NULL.com/bb/).
If you are unable to locate your school on the registration page, it may be because your school is listed under a specific name or abbreviation.
example: “The University of…” or “University of”
example: “Connect College Online” or “CCO”
If you do not see your instructor or course listed on the registration page, please contact your instructor to confirm if the course will be taught on the Connect for Education site or on Blackboard.
Please contact Support with the following information about the course you are re-taking so they can add your existing account to the new course:
- College/University
- Instructor’s Name
- Current Semester
- Section Number (i.e. MUS-101-A)
Late Registration / Registration Closed [±]
Support will need permission from your instructor to allow you to register late or to open up the registration. A written confirmation is preferred. You may forward the email confirmation that you received from your instructor to Support.
Your Course
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Navigating the Course [±]
Navigation Bar: You can access administrative options of the course from the gray navigation bar at the top. This includes access to your Gradebook and the ability to adjust your account settings. You can verify the course that you are currently enrolled in by clicking the Switch Courses option.
Contents & Assignments: You can expand this section and progress linearly through the course (like reading a book) by clicking the Previous Page and Next Page buttons available at the bottom of each page. You can also click on a specific Class from the Home page to see what material is covered in that section.
Announcements: Your instructor may post announcements and course information in this area.
OnMusic Appreciation: By default, your account should be set to stream the course audio. To verify this, access Settings > Computer Setup and scroll down to the Audio Setup section. You will see the option to switch from the DVD to stream (or vice versa). Stream is the preferred audio setting. Use of the DVD is only necessary when dealing with a very slow internet connection.
Submitting Written Assignments [±]
We strongly recommend you type your response in a text editor or word processing program, and then copy and paste your response into the submission box. This way, you will have a copy of your work.
You have different options for how your response will be formatted:
Plain text (default) – carriage returns are preserved
Preformatted – preserves all formatting (spaces and carriage returns)
HTML – carriage returns are ignored; HTML tags are recognized
You may edit your written assignment if it has not yet been graded. If you edit your assignment, the submission date will be updated and overwrite the date you originally submitted the assignment.
OnMusic Appreciation – Go to My Coursework > Written Assignments from the navigation bar at the top.
Other Courses – Go to Content > Written Assignments from the navigation bar at the top.
Once you select the assignment from the drop-down menu and press Submit, scroll down to the text box that contains your submission. You may edit this as needed and then click on the Submit button to edit and override your original response.
No audio in exam: Please do not continue through your exam and try guessing at the questions. Contact Support and your instructor immediately so they can assist you.
Time expired, but did not answer any questions: Please contact your instructor or Support. The exam may be reset for you if it’s confirmed that you did not view the exam questions.
Stuck in exam by mistake: Please contact your instructor or Support. The exam may be reset for you if it’s confirmed that you did not view the exam questions.
Deadline passed, cannot take exam: Contact your instructor about the missed deadline. It is up to your instructor’s discretion whether you are permitted to take this exam late. Support cannot open and/or extend the deadline on the exam without your instructor’s express permission.
Retake an exam: Contact your instructor. Support cannot reset and/or extend the deadline on an exam that you’ve already taken without the express permission from your instructor.
Other
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Orders / Returns / Exchanges [±]
Returns and exchanges can only be made for unused and unregistered codes purchased directly from Connect for Education.
Software / Hardware Requirements [±]
Clear Temporary Files and Browser Cache [±]
Username/Password not found: Please make sure you are entering the correct username and password. Also, make sure your Caps Lock is not on and that there are no extra spaces in your password.
Forgot Password: The Forgot Login and Password? link on the Login Page (http://www NULL.connect4education NULL.org) will send you an email with your username and password. If you do not see this email arrive in your inbox, please check your email’s spam/junk mail folders.
You may need to clear your internet browser’s temporary internet files and cache, and then try logging into your course again. You can also try using a different browser or refreshing the page.
Also make sure you are on the correct the website; the address bar should read www.connect4education.org/Serf (http://www NULL.connect4education NULL.org) in your browser. You may want to type this in directly into the address bar to verify.
If you continue to experience issues logging in, please contact Support.
Not Connected to a Syllabus [±]
You may need to clear your internet browser’s temporary internet files and cache, and then try logging into your course again. You can also try using a different browser or refreshing the page.
If you have tried the above, your instructor may have dropped you from the course. Please contact your instructor to verify your enrollment status.
Please make sure you download the installer program for Real Player and then double-click to install the program. [ For Windows (http://www NULL.real NULL.com) | For Mac (http://www NULL.real NULL.com/realplayer/mac) ]
For OnMusic Appreciation courses, make sure you have the DVD in the DVD drive.
For Flash Player to install or update successfully, you will need to exit your browser program completely (close all open windows).
You can check your Flash Player version and update it by visiting the Adobe Flash Player (http://helpx NULL.adobe NULL.com/flash-player NULL.html) website.
Video Uploading Information [±]
Phone: (703) 880-1180 x200
Email: support@connect4education.com (support null@null connect4education NULL.com)
When you send an email to Support, you will receive a copy of your email and a Ticket number. This lets you know that your email was received. Responses from the Connect for Education Support Team will appear below the original email in the Ticket displayed. Responses from Support will appear in a Blue box. Your responses will appear in a Yellow box. All initial response emails from Support will have a Subject line with User Response Requested.
All email inquiries are responded to within 24 hours during support hours. Please make sure you allow emails from support@connect4education.com (support null@null connect4education NULL.com), and check that our emails are not being filtered to your Spam or Junk Mail folders. If you do not receive a response within 24 hours, please send another email or call.
