Student Resources | Mercy College

Student Resources

This page contains abbreviated policies based on frequently asked questions. If you have specific questions regarding policies within Distance Education at Mercy College, please contact Dan French dan.french@mercycollege.edu.

Access to Canvas is granted to any student who registers for a class. Each instructor determines if and how much of the platform is utilized in land-based classes. Some online and hybrid classes will utilize a website other than Canvas for retrieval of course materials. Instructors may choose to completely hide the course link within the My Courses area. Do not use Canvas to determine what classes you are currently registered for.

Course access opens and closes based on dates set by the Empower system. Students will not have access to their Canvas course materials after the class has ended. Therefore, students will need to save their work outside of Canvas for their portfolio project requirements.

Students are strongly advised to back up any assignments intended for delivery to a Cnvas assignments or discussion forum before submitting. In the event of a power flicker, a frozen computer, or lost Internet connection, having a copy of your submission on your own computer will be very helpful to you.

Students are strongly advised to save each question one at a time on Canvas quizzes to reduce the risk of error or lost data in the event of a power flicker, a frozen computer, or lost Internet connection.

Official grades are provided to students in the Empower system. The Canvas gradebook is provided for student convenience only and is not an accurate representation of official grades. Contact your instructor, or refer to the Empower system, if you have questions regarding your course grade. Midterm and Final grades are released only by Empower. An on-going calculation of your grade will not always be displayed in Canvas.

Technical Support Procedure

Step One
Students who encounter a technical issue that, for any reason, prohibits the student from submitting a graded assignment within the Canvas system before the assignment’s due date are to call the Canvas Help Desk at 1-844-358-6881.

Students must submit a request for this 3rd party-verified ticket, which will verify the date, time, and technical specifics surrounding their issue. The Canvas ticket will then be forwarded to the course instructor, who will use the information provided by the Canvas Help Desk to make an informed decision regarding: accepting the assignment, reopening an assignment, or extending time on an assignment.

Distance Education Policy: Without a ticket from the Canvas Helpdesk, your assignment may not be accepted.

The Canvas Helpdesk will:
        - Attempt to resolve your issue by phone so you can continue working
        - Document the date, time, duration of, and specifics around your technical issue
        - Generate a ticket which is sent to Mercy College
        - Your instructor will use the information provided by the Help Desk to make an informed
          decision regarding: accepting your assignment, reopening an assignment,
          or extending time on an assignment.
Step Two
After calling the Canvas Helpdesk, the student will then compose an email to their instructor containing 1) a screenshot of the issue they have encountered, 2) a description of the issue they have encountered, 3) the ticket number provided by the Canvas Helpdesk.

How to Make a Screen Shot
Windows Operating System: On your keyboard, press the [PRINT SCREEN] or [PRINT SCRN] key. This key is typically located at the top of most keyboards, near the [Insert], [Home], and [Delete] keys. Upon pressing the Print Screen key, it will appear as though nothing has happened. Open a new Microsoft Word document and PASTE. An image of your computer screen will appear in the Word document. If it appears small and hard to see, that is ok. We can enlarge the image later. Save your Word Document to an easy to find location on your computer and send it as an email attachment.

Mac Operating System: On your keyboard, press [Command] [Control] [Shift] [3]. Upon pressing the key combination, it will appear as though nothing has happened. Open a new Microsoft Word document and PASTE. An image of your computer screen will appear in the Word document. If it appears small and hard to see, that is ok. We can enlarge the image later. Save your Word Document to an easy to find location on your computer and send it as an email attachment.