Independence University - Student Blog

     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?

You may want to attend the Computer Basics Workshop or the Mac Basics Workshop. Computer Basics Workshop Information: Computer Basics Workshop Mac Basic Workshop Information: Mac Computer Basics Workshop You can also attend the Computer Basics Workshop drop-in sessions in the Student Success Center.