Video Streaming Technical Assistance
In order to assist you with the Video Streaming Programs, Old Dominion University has a toll-free number and extended hours for the OCCS Technical Support Center. To use these services, you must have the print out of the last page from the Computer Compatibility test with you when you make the call. The information from that page is critical in helping us help you. Please note that your web browser must be java-enabled to take the computer test. For more information on the hardware and software standards, please check the Hardware/Software requirements.
Hours of Operation (Eastern)
Monday - Friday, 8:00 AM to 10:00 PM
Saturday, 9:00 am - 2:00 pm
Phone Number: 1-877-348-6503 (toll-free)
Troubleshooting
If you would like to troubleshoot problems with your web browser, QuickTime, Flash, or Adobe Acrobat, the following are the vendor support sites:
If you need assistance with course content, please contact your instructor or TA. Customer Service Center personnel are not qualified to support your academic needs. We are here to assist with technical difficulties, such as accessing a web site, using your email account, viewing the video stream, and using Sametime. The depth of assistance we can provide with certain software packages, such as the Microsoft Office Products, SPSS, PaintShop Pro, etc. depends on the knowledge of the staff member(s) on duty when you call.
For non-critical questions, you may also send email requests for assistance. Please send your message to occshelp@odu.edu. Please be sure to provide enough information that we can assist you. All messages should include the following:
- Your name, ODU email address, and a phone number at which we can contact you.
- The date and time of the problem you are encountering.
- The name of the course, web site address, and the instructor's name.
- The operating system you are using (i.e., Windows XP or Vista).
- The Web browser and version number you are using (e.g., Internet Explorer 7.0).
- How you are connecting to the Internet (regular modem, cable modem, or LAN network). If you are connecting through a modem, and the problem is related to a live class, identify the modem speed and your actual modem connection speed.
- If you are connecting through an ISP, identify the ISP and your location.
- State the place in the course Web site at which you are experiencing difficulties.
- Most importantly, give a detailed description of the problem and exact transcriptions of any error messages (e.g., video will not start--click on LAN button but nothing happens, Sametime doesn't connect to the server, cannot edit my submission to the discussion forum, etc.
