Technical Support

Troubleshooting:

Canvas 

• EL Years 2-5 & TC Year 3 Login Link 
  • URL: https://bostonjatc.instructure.com/login/canvas  
• EL Year 1 & TC Years 1, 2, 4, 5 Login Link 
  • • URL: https://bostonjatc.instructure.com/login/saml 
• Getting Started with Canvas 
  • • • • URL: https://community.canvaslms.com/t5/Getting-Started/tkb-p/start 
• Info Guides for getting Canvas Student App on your personal device:
  • • • • • • • Android: https://community.canvaslms.com/t5/Canvas-Student-Android-Guide/tkb-p/student_android  
              • IOS: https://community.canvaslms.com/t5/Canvas-Student-iOS-Guide/tkb-p/student_ios  
• Issue: I am unable to login to Canvas 

• • • • • If you have a @bostonjatc.org email, click here to log in 
          • Try a different browser Edge/Chrome 
          • Reset your Office 365 password if needed 
        • If you use a personal email to access Canvas: 
          • Clear your browsers temporarily, cache and cookies and restart your browser 
          • Try a different browser Edge/Chrome 
          • Email support@bostonjatc.org if you forgot your password 
• Issue: I need to get in touch with my instructor
  • Use the Canvas “Inbox” feature to contact your instructor about class-related things.

Electrical Training Alliance LMS (Learning Management System) 

• Click HERE for LMS login instructions 
• URL: https://lms.protechskillsinstitute.org/login 
• Issue: I am unable to login to the LMS 
  • Click here and follow instructions to reset password 

Office 365 

• General Support Information 
  • https://support.microsoft.com/en-us/microsoft-365 
• General questions can go to Support@bostonjatc.org 
• Issue: I am unable to login to my Office account 
  • Make sure you are using your @bostonjatc.org email 
  • Reset your password on the login page if needed 
  • Clear your browsers temporary, cache and cookies and restart your browser
  • Use Microsoft Edge as your browser 

Student Device Frequently Asked Questions:

• Where can I get help using Windows and Office 365 applications such as Word and Excel? 
  • Refer to https://support.microsoft.com/en-us/microsoft-365 

•  What do I do if my computer is frozen, or will not turn on? 
  • Ensure the computer is fully charged. Hold the power button down for 30-60 seconds. After that time, release and press the power button again. If it won’t turn on Call 1-401-272-6688 7AM-7PM M-F 

• What do I do if Windows keeps freezing / crashing?  
  • Call 1-401-272-6688 7AM-7PM M-F 

• What happens if my laptop is lost or stolen? 
  • Send an email ASAP to: support@bostonjatc.org  

• What happens if my laptop is physically damaged and won’t turn on? 
  • Call 1-401-272-6688 7AM-7PM M-F 
• What do I do if I forgot my Office 365 account password? 
  • On the Office.com login page, click “Forgot my password” 

• Why can’t I login to Canvas? 
  • Use the following link: https://bostonjatc.instructure.com/login/saml 

• What should I do if my Office 365 account is blocked? 
  • Call 1-401-272-6688 7AM-7PM M-F 

•  What do I do if I can’t login to Netacad.com (Telecom only)? 
  • Make sure you are using your @bostonjatc.org email 
  • Click forgot password on the login page to reset it 

• Can I install software for personal use?  
  • No – Refer to Student Technology Policy outlined in the 2021-2022 Rules & Regulations [page 38] 

• What internet browser should I use?  
  • Microsoft Edge is the recommended browser for Canvas and Office 365 
  • Google Chrome can be used as well 

• Can I access my @bostonjatc.org email on my smartphone? 
  • Yes. You will need to download the Microsoft Outlook app from your phone’s app store 
  • Or configure your phone’s native mail app to connect to Office 365 

• Can I forward my @bostonjatc.org email to personal email account? 
  • While it is possible to forward mail, the JATC will only be corresponding with you through you @bostonjatc.org account which you are required to review periodically 
  • Missed messages because of forwarding cannot be used as an excuse 
  • Refer to Student Technology Policy outlined in the 2021-2022 Rules & Regulations [page 38] 

• Can I use my laptop for personal use outside of the JATC? 
  • Refer to Student Technology Policy outlined in the 2021-2022 Rules & Regulations [page 38] 

• Can I use my laptop on the jobsite? 
  • Refer to Student Technology Policy outlined in the 2021-2022 Rules & Regulations [page 38] 

• What happens if my laptop is damaged (non-warranty) and needs to be replaced? 
  • There is a 1-time accidental damage coverage on the laptop – determined by Dell 
  • Call 1-401-272-6688 
  • Additional replacements are at the cost of the apprentice 
  • Refer to Student Technology Policy outlined in the 2021-2022 Rules & Regulations [page 38] 

• What happens if my laptop is lost or stolen?  
  • Replacement is at the cost of the apprentice 
  • Refer to Rules & Regulations for Technology Policy  

• If my laptop is damaged or lost, can I bring in my personal laptop to use in class? 
  • No – Refer to Student Technology Policy outlined in the 2021-2022 Rules & Regulations [page 38] 
  • Devices under repair by Dell or Envision will be handled on a per-case bias 

• Are there any special care instructions for the laptop? 
  • Don’t leave in extreme temperatures (hot/cold) ex: your car or outside 
  • Use the provided sleeve for protection 
  • Do not leave the laptop in locations where it can be easily stolen 
  • You shouldn’t use standard cleaners on the screen.  
  • Dry, nonabrasive cloth  
  • Special computer screen cleaners 

• Who can I reach out with general questions not outlined here? 
  • Send an email to support@bostonjatc.org