Client Care Portal (CCP)
Four ways to get help...
Give us the right info | Getting back to you | What we support | Hours of Operation/Location
4 ways to get help...
1. Call: 416-978-1802
2. Help Desk: Rm. 3-320 (3rd fl. computer labs), OISE building, 252 Bloor St. W.
3. E-mail: firstname.lastname@example.org
4. Online Ticket System: Faster and More Effective New Tracking System (Requires Login)
Provide the right information to get the best support
PLEASE BE SPECIFIc. Vague information will only delay the process as we will require clarification.
In order to facilitate your response, it is important that you be prepared to answer basic questions about your computer (i.e., is it a Mac or a PC) and the specific events of the error or problem. Without a complete and accurate description of the problem, the technician can do little to help.
Describe the problem in detail.
What platform are you using? Mac OS X? Windows XP? Linux?
Type of Internet Service? Dial-up? High Speed? Wireless?
Type of Browser? Safari? Firefox? Internet Explorer? and version.
If it is an online course - the course URL. If it is a specific note or message, provide note numbers and dates when problems occurred.
Your contact information - Is it your cell, home, or work phone number? Ensure your e-mail and any other contact information is CORRECT.
Getting back to you - we need your help
Don't leave things to the last moment if possible! Remember to check our hours of operation.
We need YOUR HELP to Troubleshoot the Problem:
Ensure you have read any necessary documentation where applicable, i.e. manuals, quick notes, or online resources.
Web help pages on this site. Google Searches on any problem can also help for more seasoned users.
Ensure you have used the troubleshooting guides listed within the Toolbox, such as connecting online, downtime procedures and/or login checklists to help eliminate and troubleshoot your problem. These have been created because they are the MOST COMMON solutions. The EC also has a Self Help section.
Note the recommended technologies (soft skills or hardware) for typical online use. Older systems can also be problematic.
Institutional Support Lines as described on this page.
If you are in a course:
Ask your instructor. They are your first line of support and can also help guide you to the correct location
Ask your peers within your class. Since most courses at OISE are about building community, it is highly encouraged that peers help each other. Most online environments here at OISE have a place (conference, forum or view) to post technical questions.
General information and what we support
Operated by the OISE Education Commons, either your question will be handled with one of our technical representatives or forwarded to the correct technical staff. Tickets are generated and tracked to ensure your questions are answered.
What is Supported?
If it is a simple hardware, software or connection issue, the technician may answer or reply immediately. If the problem is more involved, the issue may be forwarded to someone more specialized in the area in question. When in doubt, the CCP is the central hub for technical support both on-campus and online.
Computer Hardware, Operating System and Browser Settings, Software, Login Problems, Connections to OISE and UofT, Online Learning Environments (WebKF2, OISENet, Blackboard), Library Databases, Server Corruptions, UTORID access, Virus issues, upgrades and downloads.
Access our Technical Support page for more help with troubleshooting your problem (Mac or PC) AND detailed information on the hardware and software standards that are supported institutionally.
What is NOT Supported?
The CCP does not deal with registration issues or any online official student systems/forms or software and hardware issues that are not supported institutionally.
CCP Location and Hours
Location: Rm. 3-320 (3rd fl. computer labs), OISE building, 252 Bloor St. W.
Please click here to see our operating hours.