IT FAQ's
When do I receive a
tablet?
If you meet the qualifications for a tablet, you
can receive a tablet by your first day of class.
When will I receive a
laptop?
If you meet the qualifications for the laptop,
you will receive one after you complete your third module. The reason we wait
until the end of your third module, is to make sure our students are
comfortable in their program before we send one. We also issue different
computers for certain programs.
What is
the duration of the warranty on the tablet?
The tablets have a 10 day warranty for immediate
replacement if you received it from the shipper damaged. You will only qualify
for a refund if the tablet is actually faulty. Before sending the tablet, please
email a picture of the front and back of the tablet to IUstudent.itsupport@independence.edu.
Also, include the keyboard and Microsoft Office
365 Code with the tablet when returning it. If Microsoft Office is not
included, $99 will be billed to your account. If the keyboard is not included,
$50 will be billed to your account.
What is the duration of
the warranty on the laptops?
The laptops have a one year warranty. You will
only qualify for a warranty repair of the laptop if it is faulty as determined
by IT. Before sending the laptop, please email a picture of the front and back
of the laptop to IUstudent.itsupport@independence.edu.
Do the tablets and
laptops come with Microsoft Office?
Yes, the tablets come with a one year Microsoft
Office 365 subscription. This personal subscription allows full access to
Microsoft Office 365 on a personal tablet and personal computer.
The laptops come with Microsoft Office 2010
installed.
Where do I install
Microsoft Office on the laptop if I don't see it in the programs?
You can contact IT Suport at (866)888-3768 or IUstudent.itsupport@independence.edu for
help in downloading and installing the programs.
If I am a graphic arts
student, where do I install the necessary software to succeed in my classes?
Graphic Arts students require specific programs
to be successful in their program. If you have questions about these programs, please
contact your associate dean.
If you need the programs, please contact Jason
Merrill, who will provide you access to these programs.
v Jason
Merrill- Associate Dean of Graphic Arts
v Stevens-Henager
College and Independence University
v Phone:
801-512-0087
v e_jason.merrill@stevenshenager.edu
My tablet offers a free
Windows 10 upgrade, can I upgrade it?
IU software is not yet interfaced to work
smoothly with the Windows 10 operating system on the tablets.
What operating systems
work best with Canvas?
All Mac/Apple operating systems work well with
Canvas.
Windows 7 and 8 work well with Canvas. There
have been some complaints with Windows 10, so we advise against using Windows
10. IU at the moment does not support Windows 10, but if you feel comfortable
using Windows 10 on your personal computer, please feel free to use it.
What web browser works
best with Canvas?
Canvas works best with Mozilla FireFox or Google Chrome. Use
whichever one you are more comfortable with.
Does Windows 10 work
well with Canvas?
Windows 10 is still a new operating system. Students
have run into minor issues using it thus far, therefore we advise against using
it. Canvas works best with Windows 7 or 8.
What should I do when I
receive the tablet?
As soon as the tablet is received, please open the package and inspect
the tablet. Place it on the charger and allow it to charge for several hours
before turning it on. You MAY need to hold the power button down for several
seconds before it turns on, after being charged for several hours. IF it still
is not charging, please use another micro-USB charger (like the ones used for
most cell phones) and charge for several hours before reaching out to IT for
assistance.
Please find the Office 365 Code and
follow the instructions to download this onto the tablet. If this piece of
paper is thrown away, the code itself costs $100 to replace and you will be
responsible for this fee. Each and every tablet comes with this card inside the
packaging. (A photo of the card is here so that you know what to look for.)
Connect the tablet to the internet as soon as
possible. Do not wait to do this and then find issues with the tablet later on
down the road (after the 10 day cutoff).
DO NOT, under ANY circumstances, install Windows
10 onto your tablet!!
Read the owner's manual for additional details
that are important and pertinent to operating the tablet.
If you receive your tablet weeks before school
actually begins, OPEN IT IMMEDIATELY. Do NOT wait to open the tablet until
classes start. You have 10 days to contact IT and report a problem regarding
faulty tablets based on delivery of your tablet, NOT based on the first day of
class.
What do I do if
I am having tablet issues?
To access the IT Department the quickest, use
your smartphone and click on the chat link located at www.online-shc.com.
If you do not have access to a smartphone, please email IT at IUstudent.itsupport@independence.edu.
Please provide your FULL NAME, PHONE NUMBER,
best time to contact you and description of the issue you are having. You can
also contact us by calling 866-888-3768 and stating your FULL NAME, PHONE
NUMBER, and best time to contact you and a description of your issue in a
voicemail and we will call you back in the order that your call was received.
Who do I
contact if I have Portal or Canvas issues?
Please contact IU Help at iu.help@independence.edu,
or by going to our chat. You can also reach them by calling
855-880-3121.
Do I have to pay for my
tablet/laptop?
Yes and No. You do not have to pay for your devices issued from
Independence University if you complete one of our programs. If you
false-start, drop, cancel, or no show, and you have been issued a device, the
charge will be added to your balance. If you want the charge removed from the
balance, contact the IU Help Line at 855-880-3121, by emailing them at iu.help@independence.edu,
or by using the chat feature of SHARC to have a return
shipping label shipped sent to you. Once you return the device the charge will
be removed from your balance.
What do I do if my
tablet/laptop breaks?
If the device is faulty and within the duration
of the warranty, IU Student IT Support can help replace your device. Contact IU
Student IT Support at (866)888-3768 or IUstudent.itsupport@independence.edu to
see if you can be approved for a return shipping label to be sent to you. If
you are approved, IU Student IT Support will email/mail you a shipping label
for your device.
If it is outside of the warranty duration or
broken by the user, you can still send us a picture of the front and back of
the device and a description of the issues you are having. They help to work
you through the approval process to determine if we are able to issue you
another laptop or tablet. Please note, in this case a tablet or laptop charge
will be added to your account. The reason for an approval process is to
determine the practicality before issuing a replacement device to a student; we
do not want to bill the student for something they do not need.
I am not familiar with
computers. Where can I get extra help in learning on how to use my tablet/laptop?
