Capella UniversityLearner Technical Support – iGuide Training

iGuide

• iGuide is the main portal for Learner’s to access different resources within their account. Learner’s can access the following through iGuide:

– Courses that Learner’s are enrolled in

– Student Center to locate Financial Aid and account balance.

– Accessing Learner email (Gmail based platform)

– Registering for courses

– Modifying account information (if needed)

– Library and eBook access

– Tutorials to assist a Learner if they encounter challenges with certain items.

• iGuide can be accessed through the following:

– http://campus.capella.edu/ (direct URL)

– http://www.capella.edu/ > Log In >. Students & Alumni

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iGuide (Main Page / Learner View)

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iGuide (Main Page / Learner View)

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iGuide

A Learner will have the ability to access their courses within iGuide. The Learner will be able to locate their current courses within the home page.

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iGuide

• Common issues with Learners not able to access their Courses through the Capella Dashboard:

– Learners will not be able to access their course up to 3 days, before the course begins (Learners will still try to access their courses earlier than the 3 day window).

o Example: If a course was to start on September 21st, the Learner will not be able to access this course until September 18th.

– If the Learner is able to locate their course, but the course is not launching, perform the following troubleshooting steps:

o Ensure that pop-up blockers are not enabled. The course will launch in a new window, which could prevent a Learner from launching their course successfully.

o Perform Basic Browser Maintenance (BBM) to see if the Learner is able to click on the course link and able to access the course.

– What happens if the Learner is still not able to launch their course through the Capella Dashboard in iGuide after troubleshooting:

o This could be a possible broken link and/or link is not working properly within the Dashboard. A ticket will need to be escalated for this issue to be resolved.

o Inform the Learner that they can be able to access their courses by going to http://fd.capella.edu/ as a workaround, until the link issue has been resolved in the Capella Dashboard.

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iGuide (Learner Email)

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iGuide

• Common issues with Learner Email:

– A Learner is trying to sign in, but keeps getting redirected to their personal email.

o This indicates that the Learner will need to sign out of their personal Gmail account, and then re-launch their Learner email by clicking on the envelope icon in iGuide.

o The Learner may need to either switch browser and / or perform basic browser maintenance on the current browser by clearing their cache to stop all active logins, and login to iGuide once again for the correct email to be displayed.

– A Learner is receiving an error stating that the mailbox does not exist:

o Only active Learners and Alumni will have access to a Capella email account. We will need to check in CRM to confirm that the Learner does not have a Discontinuation or Administrative Withdrawal on their status.

o If the Learner has an Active / Alumni status, perform basic browser maintenance to see if that resolves the issue.

– What happens if the Learner is still having issues with their Learner email after troubleshooting has been completed.

o Check to see if Pop-Up Blockers are turned on, as this could prevent the email from launching.

o This could also be that the email account is not setup appropriately, and will need to be escalated for further assistance, with all troubleshooting steps completed.

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iGuide

Another issue that we receive calls about is a Learner wanting to know how to accept or decline their Financial Aid awards. In the figure shown to the right of the screen, the Learner will need to do the following:

- Hover over the My Capella tab within iGuide.

- Click on Accept/decline awards

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iGuide

• The Learner will need to click on the appropriate aid year, to access their award:

– The learner will check the awards that they want to accept, and then click on Accept All, followed by Submit.

– If the options are not available to select, they may have already accepted the awards. Suggest Basic Browser Maintenance and see if that option appears. (Ensure that Pop-Up Blockers are turned off, as this could prevent a new window from opening.)

– After exhausting all troubleshooting steps, have the Learner contact Financial Aid and Billing to see if they have accepted the Awards.

– If Financial Aid refers the Learner back to us, or has directed the Learner to contact us when it is not on our end, we will need to escalate the ticket, and explain that Financial Aid referred the Learner to our team, when it is not a technical issues.

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Capella UniversityLearner Technical Support – iGuide Training