Student Tech Support

Technology Help and Support Resources

Welcome! Student Tech Support provides FREE assistance and service for all Sierra College students in accessing and successfully using Sierra College technology. We are staffed with knowledgeable and friendly team members who provide guidance to all students. Support is available via live chat, email, Zoom, and 15-minute appointments in Sierra Connect. 

Acceptable use and prohibited conduct. Please review the Computer and Network Use Board Policy 3720.


mySierra Issues Request Laptop or Hotspot Request a Webcam or Earbuds On-Campus Computer Reservations

How Can We Help

Devices (during COVID-19 campus closure)

While supplies last, students may request devices (i.e. laptops, hotspots, webcams, headphones/earbuds) to help them complete their coursework. Some devices are available on campus for curbside pick-up appointments while others need to be shipped to home addresses.

  • Connect to a Windows 10 computer on campus from your device at home. If you have a Mac, Chromebook, or cannot otherwise install software on your home device to complete your coursework, please use the instructions to remote connect to a lab computer.
     
  • Concerned about not having a device or internet access to do your schoolwork? 
    Complete a Request Form for a laptop or hotspot, or webcam.

Wi-Fi/Internet Access

Wi-Fi. We can help connect phones and laptops to the Sierra College Wi-Fi networks. We can also help figure out the cause of an issue and provide advice on what steps to take to remedy an issue. Contact us via Live Chat or email studenttecsupport@sierracollege.edu so we can help.

  • California Connects Hotspots
    If you have requested a California Connects hotspot from us, please review the Getting Started Guide to activate your hotspot account. The guide includes tech support contact information if you have any questions or problems.

    These hotspots will come with 5 months of service. We can add additional months of service to your hotspot, should you remain enrolled in courses at Sierra College. If you run out of service time, email studenttechsupport@sierracollege.edu.  

    The hotspot will be delivered to your address from a third-party vendor. If you have any problems with your device, please refer to the information included in your shipment. If you need a digital copy, let us know via email: studenttechsupport@sierracollege.edu.  

  • Free Wi-Fi on Rocklin and Nevada County Campuses
    Free Wi-Fi is available to students at both our Rocklin and Nevada County Campuses. Wi-Fi is available at Rocklin in the S Lot and at NCC in Lots 7 and 8. There is guest access available, as well as secure access through mySierra. Students are welcome to use the network for access, but we request that you stay in your cars. There is no Wi-Fi outside at our Tahoe-Truckee Campus at this time.
Reduced Cost or Free Internet Access/Wi-Fi. Visit California Community Colleges for a list of primary internet service providers offering free or low-cost internet access and WiFi.

What We Do and Don't Do

What We Do

What We Don't Do

Technology Devices (during COVID-19 campus closure). While supplies last, students may request devices to help them complete their coursework.

Canvas LMS (Access & Navigation)

Sierra College Course Software Support (Access & Troubleshooting). Check out the "Tech Support Tips and Tricks" section. 

Microsoft Office 365 (Access, Download, Troubleshooting). Free access for Sierra College students.

mySierra & Sierra College Website (Navigation)

Sierra Connect (Navigation)

Student Account Related Issues. Please use the mySierra Student Help Form.

Non-Sierra College Software Support (installation, troubleshooting, etc.) 

School Work. Please contact the Tutoring Center for peer tutoring. They can also help new computer users navigate various applications used in instruction. See “Tech Study Skills” offerings on their schedule.

Viruses. We cannot diagnose or remove viruses; however, recommendations to various resources may be provided.

Specific support provided by other departments on campus. We are happy to refer you to the appropriate support service:

For any other questions or assistance, visit Student Services.

 

Tech Support Tips and Tricks

Account Related Issues

Student Tech Support can help you use your classroom technology and help troubleshoot issues you may be experiencing, but any issues involving student accounts should be directed to Enrollment Services. Here are some of the commonly asked questions we receive: 

Password Security

As a student at Sierra College, you will be using a variety of technology. Safe computing starts with password security. Please consider the following tips to keep you safe from possible threats:

  • Never share your password with anyone.  
  • Create a complex password that you can remember and is unique to you. Passphrases are recommended when possible. For example: Ilove2walkintheraininMay! 
  • Create different passwords for different applications. 
  • Update your password from time to time. 
  • Don't forget to log out. Leaving your account open is just as dangerous as providing your password. Take time to make sure you are fully logged out of all online applications and browsers.
  • Test the strength of your password. LastPass, a leading password manager vendor, provides a secure utility to test the strength of your password and provides suggestions for improving its strength.

Need to reset your password? Use the password reset tool. Passwords require 10 to 32 characters, including at least one uppercase and one lowercase letter, and at least one number.

Updates and Browser Issues

Many issues faced by students are the direct result of missing updates or are browser related, which  can be solved in a few steps.

Check for operating system updates. Updates are designed to make our computers safer and keep hackers from exploiting vulnerable spots. Updates can fix the code that allows hackers to install damaging malware on our computers or delete important files. The things that you have been so busy working on that you think you do not have time to update your software—those are at risk if you decide to ignore the reminder.

Check for browser updates. Malicious hackers and websites can exploit security flaws in browsers and infect your computer with harmful programs and viruses. Regular updates to your browser fix security problems when they are detected and make your computer safer from those types of attacks.

 

Clear your cache. The more information that is saved in the cache, the slower your computer will be browsing the web. Deleting the cache data helps to troubleshoot, helps to increase the loading time of web pages and increases the performance of your computer. When you delete the stored cache data, the new version can be retrieved, which is very important when you have changed your password.

Use incognito or private browser windows. Private browsing prevents your browser from leaving any tracks on your computer. It also prevents websites from using cookies stored on your computer to track your visits.

Canvas

Have you taken an online class before? Want to feel ready? First time users will greatly benefit from the Sierra College Distance Learning Department's Getting Started page.  

What is Canvas? Canvas is our learning management system (LMS). It’s where you can participate in your classes online via a computer or mobile app.

Tech Tips

How to Guides

Video Tutorials

How to Use Canvas

How to Use Canvas Student App (Login to Canvas to View)

Zoom/ConferZoom

What is Zoom? It is a remote conferencing tool that Sierra College uses to conduct instruction remotely as well as appointments with counselors and other support services.

Tech Tips

  • No webcam? If you need a webcam, please request one from the Curbside Services with the Library.
  • No audio? If you are having trouble connecting to the audio, call in to your Zoom meeting so your voice can be heard. Ask your instructor/counselor for the dial-in information to attend. You will need the phone number and meeting ID.
  • Slow internet? If your internet is slow at the time of your meeting, consider turning off your video for better results.
  • Use your phone. There is a Zoom app that works great for video conferencing.
  • Be sure to communicate with your instructor or counselor ahead of time if you do not have all equipment needed for your Zoom/ConferZoom session.
  • For more solutions to common issues, please visit the Zoom Help Center FAQ’s.

How to Guides

Video Tutorial

Adobe Creative Cloud 

What is Adobe Creative Cloud? Adobe Creative Cloud offers apps, creative work and learning resources. 

Are you enrolled in a course that requires the use of Adobe? Some courses in AAD, PHOT and COMM require the use of Adobe applications. Students who are enrolled in one of these courses, you will receive a notification from Adobe emailed to your Sierra College account. Please follow these instructions to create a personal account using your Sierra College username and/or email.

For students who would like to use these applications, but are not enrolled in a course requiring use, we have another option! You can connect to our lab computers in the Learning Commons remotely (Windows 10 devices). You can connect from a Mac, Chromebook, or other Windows device.

Microsoft Office 365

Learn how to access Microsoft Office 365, an integrated experience, that includes access to Word, Excel, PowerPoint, MS office downloads, cloud file sharing, and more. These applications are updated monthly with the latest features and security updates.

Tech Tips

How to Guides

Video Tutorials

Microsoft 365

Microsoft Cloud Storage and One Drive

Files and File Types

What is a file type? A file type is a name given to a specific kind of file. For example, a Microsoft Word document (.doc, .docx, etc.) and an Adobe document (.pdf) are two different file types. While these file types are associated with individual applications, other file types, such as rich text RTF files and MP3 audio files are standard file types that can be opened by multiple programs.

Tech Tips

  • Back up your files. It is a great idea to back up your files to prevent losing your work. 
  • Use your OneDrive! If you're still carrying around a flash drive, USB or thumb drive or any other portable file storage option, try using OneDrive to save data to an offsite or remote storage system. Sierra College students have 1T (one terabyte) of storage in OneDrive through Microsoft Office 365.
  • No scanner? Scan files by using your phone
  • Want to preserve your formatting? Please first verify that a PDF file is acceptable for your assignment, then review these steps to Save As or Create a PDF
  • Need to change the file type? Online Convert is a great Web app that lets you convert audio, video, images, and other kinds of files without installing software.

On-Campus Services

On-Campus Computer Reservations (Rocklin Campus)

Library use is limited to computer workstations and is by appointment only. The library is not open for general use at this time. This reservation process is limited to library computer use only. Current students may reserve up to 3 consecutive hours per day.

Book your computer reservation

Remote Access to On-Campus Computers

Connect to a Windows 10 computer on campus from your device at home. If you have a Mac, Chromebook, or cannot otherwise install software on your home device to complete your coursework, please use the instructions to remote connect to a lab computer.

Pay-to-Print

This on-campus service is not available at this time. 

We can help you learn how to login, add money to your account, and check your balances. We provide support for Learning Commons printers. 

You can also use these instructions on how to pay-to-print or watch the video.

Sierra College Cyber Security Information

Ransomware is a serious security matter that encrypts data and makes your computer data inaccessible. Please be vigilant in preventing ransomware from impacting our District systems. Typically these present themselves to you in the form of an email scam or malicious web site.

How to Prevent Ransomware

  • Do not respond to phishing emails or click on embedded links within those emails
  • Do not browse suspect sites and/or click on advertising links
  • If you believe you have been a victim of a computer virus, malware, or Ransomware attack on your work computer, immediately contact the IIT Help Desk at 916-660-7777 (x7777).

Official information from Sierra College IIT will come from sierra-college-iit@sierracollege.edu.

Attention: Sierra College Staff

To assure your District data is properly backed up, always save it on a District network file share (N: drive, S: drive, or Department share). Note: Your computer’s C: drive is not regularly backed up by IIT.

Please protect yourself and our network users against email phishing scams. Phishing scams are more prevalent during the holiday season. Typically, they entice individuals to take action in one of the following ways:

  • Click on an embedded link that installs malicious software on your computer,
  • Get you to respond with personal information or financial support,
  • Sends you to a website where you provide personal information or financial support, or
  • Get you to spam others with ill-intended emails.

When you look at a message in your mailbox, take a moment and follow these helpful security tips:

  • Understand who it is from
    • Look at the "From" address. If it looks suspicious, DO NOT respond to it.
  • Review any embedded links in the message
    • Hover over the link to view the address. If the address appears suspicious, DO NOT click on the link.
  • Use caution and be suspicious when you notice:
    • Misspelled words
    • Bad grammar
    • A sense of urgency for your response
    • You won the lottery
    • It is an unexpected email

It is also important to ensure your computer has the current security patches and your antivirus software has the latest updates.

Always report suspicious emails to your supervisor and the IIT Help Desk at helpdesk@sierracollege.edu

Log in to the SANS Security Awareness Virtual Training Center to view training videos. Anyone with a California Community College email address can sign up for a free account.  

CYBRARY also provides free IT security training.

Google has patched a severe Android vulnerability that researchers at IBM said impacts more than 55 percent of devices. As with most Android vulnerabilities, users are reliant on handset makers and carriers to push patches downstream to devices, something they’ve not always been diligent about.

IBM characterizes the vulnerability as a serialization flaw that if exploited allows an attacker complete control over an Android device. The most serious of the vulnerabilities disclosed today at USENIX by researchers Or Peles and Roee Hay affect versions 4.3 to 5.1, Jelly Bean through Lollipop, as well as Android M Preview 1 currently in beta. Make sure you keep your Android devices updated!

Learn more by reading Patched Android Serialization Vulnerability Affects 55 Percent of Devices.

A handful of frantic Microsoft Windows users have asked how to recover from PC infections from “CryptoLocker,”  the generic name for an increasingly prevalent and nasty strain of malicious software that encrypts your files until you pay a ransom. For years, security experts have emphasized the importance of backing up one’s files as a hedge against disaster in the wake of a malware infestation. Unfortunately, if your backup drives are connected physically (USB for example), or via the local network to the PC that gets infected with CryptoLocker, your backups may also become  encrypted as well.

Computers infected with CryptoLocker may initially show no outward signs of infection; this is because it often takes many hours for the malware to encrypt all of the files on the victim’s PC and attached or networked drives. When that process is complete, however, the malware will display a pop-up message similar to the one pictured above, complete with a countdown timer that gives victims a short window of time in which to decide whether to pay the ransom or lose access to the files forever.  Windows users should check out CryptoPrevent, a tiny utility from John Nicholas Shaw, CEO and developer of Foolish IT, a computer consultancy based in Outer Banks, N.C.  Another option might be cloud data storage systems such as the new Microsoft Office One-Drive, since it is not connected and susceptible like a network shared drive or USB drive.

The mission of the Sierra College Cyber Security Workgroup is to establish and maintain an information security program for Sierra Community College.

The program core initiatives are to:

  • Assess our security posture annually through self-assessment using industry standard best practices such as ISO 270001 and NIST
  • End-User Awareness Program designed to educate students, faculty, and staff to proactively avoid security breaches.
  • Review and Update District Security Standards and Procedures
  • Implement and Practice Security Incident Response

Contact Student Tech Center

Rocklin Campus LR 220 (Learning Commons)
Email: studenttechsupport@sierracollege.edu
Phone: (916) 660-7225
Hours: Monday-Friday, 7:30 am - 4:00 pm