Rio Salado's Helpdesk is available to help you work through some of the technological barriers that may come up during your "Online Experience". Please choose from this Knowledge Base of Questions below to troubleshoot the problem you may have. If your specific problem is not listed, please contact the Helpdesk as instructed directly below. Please select from the Index to help narrow your search.

Getting Started

For additional help, please email or call the helpdesk.

Email:
Technology.Helpdesk@mail.riosalado.edu

Telephone:
(480) 517-8600 or 1-800-729-1197

Getting Started:
Login

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What is my user name and password?

Username: The username format is your firstname.lastname (up to 15 characters).

Password: The word Rio with a capital R, the first 2 letters of your first name, the first 3 letters of your last name (if your last name is less than three letters, use your entire last name), and the last 3 digits of your student ID.

Example: First Name: Bob
Last Name: Ross
Student ID: 123456789

Username: bob.ross
Password: Rioboros789

 

I can't log in and the error message says that they cannot find me in the system.

  • Make sure that you are typing your user name and password correctly (see above). Do not bookmark your course page. If your class has not started yet, please check periodically as your start date approaches. If none of these solutions apply, please call the helpdesk at 480.517.8600.

Email

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What is my email address?

Why does my instructor get "funny" characters in my email?

  • You more than likely copy & pasted from Word or Word Perfect into your web email. These funny characters are special formatting characters called "smart quotes" that your browser cannot understand and displays those odd symbols. To correct this, use Notepad instead of Word or Word Perfect.

    • To find Notepad click: Start -> Programs -> Accessories -> Notepad. It is a basic text editor and will not insert those characters into your email message when you copy the text and paste in your email message.

What is that icon on my desktop that has my course name?

  • That is your course conference. There you can see messages from your instructor to the whole class about upcoming events or schedule changes, etc. You can also post your own messages in there, however, anything you post can be seen by everyone in the class, so please do not post assignments.

How do I send an email?

  1. Click on the email link on your main course page.

  2. Click the button on the top of the page that says “New”

  3. In the ‘To:’ field type your recipients email address.

  4. Type your message and subject line.

  5. Click ‘Send’ at the bottom of the page.

I click on "email" and it asks me for a user name and password again.

  • If this is your first attempt at accessing your email you either do not have an account, or your password is misspelled. Please call the helpdesk at 480.517.8600 to have us look into it for you.

Can I change my Password, User Name, email address etc.?

  • No. User names, passwords and email addresses cannot be altered in any way with the exception of a legal name change (marriage, divorce, etc.). If your name changes or is incorrect we can change it in your email, but you’ll want to speak with Admissions to fix it in your student records.

How do I delete my messages & email?

  • Emails can be deleted by opening the message and selecting “Delete” from the toolbar.

  • Students cannot delete messages posted in the course conference.

Note: If you are unable to delete messages please call the helpdesk at 480.517.8600 and we will delete the messages for you.

How do I send a message to the course conference?

  • Open up your course conference and then click “New” as if to write a new email. The message will be automatically addressed to the course conference.

How do I attach a file?

  1. Click on the email link on your main course page.

  2. Click the word ‘Message’ at the top of the screen and select ‘Message with Attachments’

  3. Click the button on the top of the page that says “New”

  4. Click ‘Browse’ and select your file. Then Click ‘Open’ (this will attach your file).

  5. In the ‘To:’ field type your recipients email address.

  6. Type your message and subject line.

  7. Click ‘Send’ at the bottom of the page.

What is my instructor's email address?

  • Instructor email addresses are as follows:

firstname.lastname@mail.riosalado.edu

My instructor isn't getting back to me.

  • If you have not received a reply from your instructor in a few days:

    • Make sure that you are checking your email account through Rio Salado and not your personal account.

    • Check to see if you received a message from "mailer-daemon" indicating that your message was never sent due to an incorrect email address.

    • Call the Helpdesk at 480-517-8600 and we can check into it and put you in touch with the Faculty Support Team to contact the instructor on your behalf.

Web Phone Questions:

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How to setup your Audio?

  • Click on this link to get detailed instructions on how to set up the audio for the Click to Talk web phone: Audio Setup Manual
How do I make sure the call is clear?
  • Click HERE to get an audio sampling explaining how to make calls clearer and easier to understand:
What if I set up my audio, did everything right, but I still cannot get it to work?
  • Use the Live Chat feature to speak to a representative and they can help you .
Does this call cost me anything?
  • This call goes on your existing internet connection and will not cost you anything on top of your normal Internet connection.
General Questions:

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How do I download and watch a Real Player video?

  • You can either click the link and Real Player will automatically play the file, or you can right-click on the link and choose "Save link as" or "Save target as" (depending on your browser). Once it is downloaded, you can play it directly from your computer.

Can I get an extension on my class?

  • Only your instructor can extend a class. You will need to contact him/her to get permission to continue.

How do I know who my instructor is?

  • When you first log into your class there will be a link in the center of the page that says "Meet your Instructor." Click that and you will be taken to a bio page for your instructor.

Why can't I open .pdf files?

  • You need to download the newest Adobe Acrobat Reader. It's free and can be downloaded from www.adobe.com. For help with a download or installation, please call the helpdesk at 480.517.8600.

I can't open the Rio homepage.

  • Check to make sure that you have an Internet connection. Test this with other sites, such as www.yahoo.com or www.microsoft.com. If you are able to access other pages, please call the helpdesk at 480.517.8600.

Where are you located?

  • Our address is 2323 W. 14th St. We are just North of Broadway off of 52nd Street (between Priest and 48th St.)

Emptying your Cache in Netscape

  • Your computer stores various web pages in your system’s disk cache. This allows your computer to load frequently visited web pages faster. Once in a while your computer will store a wrong cache file in your system. When this happens you will know because when you try to access one of your favorite web pages, it won’t load.

  2. >

    In Netscape select Edit and click on Preferences…

  4. >

    Located along the left side of the window, click on the Advanced category and select Cache.

  5. Click the Clear Disk Cache button and the Clear Memory Cache button.

  6. Click OK.

Downloading Files from the Internet
  2. >

    Click on the link of the file that you want to download.

  4. >

    A window will appear asking you to either save the file to disk or open it from location.

  6. >

    Select “Save the file to disk” and click OK.

  8. >

    A dialog box will now appear.

  10. >

    Near the top of the window and right of “Save in:” you will see a drop down box.

  11. Click on the arrow and select Desktop from the menu

  12. Click Save.

Note: Most of the files you download are the installation files for the program that you want. After completing the Download, double click on the file and follow the installation instructions.

Biology

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How do I download and play a slide show from my Biology class?

  • "Right-click" on the link and choose "Save link as" or "Save target as" (depending on your browser). Once it is downloaded, you can play it by clicking:

Start -> Programs -> Adam Interactive

Once the program is loaded, click "Slide Show” then choose File -> Open and locate the file you downloaded. Click "Open" and your slide show will begin to play.

Math CD class:

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Why does it say I am already logged on?

  • This happens when the Instructional Support System determines the user has another active session simultaneously. This happens if multiple users attempt to run Mediated Learning using the same account or when a student attempts to login after they have "crashed" out of a previous session.

  • The solution is to click the Proceed button to terminate previous connection and to establish a new one. If you terminated a previous session abnormally (crash, power failure, etc.) you should reconnect on the same computer you had the problem. Data collected from the previous session is "pushed" into the Mediated Learning database when you reconnect.

  • If you do not re-establish the connection on the same computer, you risk losing your work from that aborted session.

Did you know that there are Rio Computer Labs that you can go to for help? We have 5 labs in the Phoenix area. There are no lab fees for Rio Salado students. Feel free to check out a lab near you.

Computer Labs:

Paradise Valley Mall Lab

480-517-8765

Luke Air Force Base / Lab Rio West Valley

480-517-8785

Mesa

East Lab

480-517-8055

Sun Cities Lifelong Learning Lab

480-517-8775

Tempe Lab

480-517-8456