Frequently Asked Questions

Go to helpdesk.shastacollege.edu and log in using your Shasta College username and password to access the self-service portal. From there, you will be able to either submit an incident or submit a request depending on the issue you are submitting a ticket for.

To check on the status of your help ticket, go to helpdesk.shastacollege.edu and log in using your Shasta College username and password to access the self-service portal. Click on the tab “My Tickets” to view all of your currently open tickets. Click on each individual ticket to get more information and check the status. 

NOTE: You can also close any of your help tickets via this same self-service section if you've resolved the issue yourself.

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Use your Shasta College username and password to log in.

You can access your @shastacollege.edu email in two different ways, depending on whether or not you are on one of the campuses or offsite.

• While on campus, using your district issued laptop or desktop device, you will see the Microsoft Office Outlook program icon on your desktop where you can access your email account by clicking the desktop icon.
• While offsite, you can access your email via the Shasta Portal by going to the following link Shasta Portal and choosing Microsoft 365. This will bring up all of the Microsoft 365 applications you have access to including Outlook for email access.

You also have the option to install these Microsoft 365 applications to your personal device for access offsite without having to use the Shasta Portal.

Go to the Google Play store if on Android, or Apple store if using an iPhone. Search for the Outlook application and choose install. Once installed, open the app and choose "add exchange account" where you will put your username@shastacollege.edu email address and password. If done correctly, your Shasta College email will open and you will be able to see your inbox and all associated folders.

Emails can hang in the outbox for a number of reasons.

• The internet connection may not be working correctly, if at all. Double check that you are in fact connected to the internet.
• Outlook could be out of date, causing the program to malfunction in multiple ways. Refer to the question “How can I update my Windows computer?” to check that your system is up to date.
• It could be a temporary network error that has since been resolved, but Outlook doesn’t know to send the emails yet. Go to the Send/Receive tab within Outlook and select the button to “Send and Receive All Folders” to force it to send the emails.
• If the problem persists, submit a Help Ticket incident for assistance.

To reset the password on your district issued laptop/desktop, log in to the computer and hit “Control+Alt+Delete” to bring up the security options menu. On this menu, you will see the option to "Reset Password". Follow the prompts on the screen to reset your password and keep in mind that this will change your password for your laptop/desktop, your email, and your portal log on.

• First check the computers' power cord to make sure it is completely plugged into the power strip/surge protector.
• If you are using a power strip/surge protector, make sure it is completely plugged into the wall socket and that the power switch to the power strip/surge protector is turned on.
• Most power strips/surge protectors have a built in circuit breaker which, often times, looks like a black or red button near the power switch. Press the reset button to see if that solves the problem.
• If the computer still won’t turn on, submit a Help Ticket for assistance.

First, identify whether the mouse is a wired or wireless mouse.

• In most cases, a wireless mouse will quit working or act erratically if the batteries have died. Replace the batteries and check if the problem has been resolved.
• Try moving the USB dongle that matches the mouse to a different USB port on the computer to re-establish a connection.
• If it is a wired mouse, verify that the cord running from the mouse to the computer is plugged in properly.
• Check the underside of the mouse for debris that may be causing the laser to malfunction. Verify the underside of the mouse is clean and try again.
• If you are still experiencing issues, submit a Help Ticket request for a replacement mouse.

Using a can of compressed air, you can blow any debris out from behind the keys using short bursts of air. If this doesn’t resolve the issue, you may be able to get a replacement keyboard from the Information Technology department. Submit a help ticket to request that one of our Support Staff troubleshoot the issue and provide a replacement, if needed.

Your district device will get updates monthly. You will see an icon in the notification tray as well as receive a notice that "Software changes are required by your IT Department". You will have the ability to download and install updates now or postpone to a later time if you are in the middle of working. After the updates have finished downloading and installing, you will be required to restart your device to apply the updates. Once the restart is complete, you will be up to date. If any issues arise during this process, submit a Help Ticket for further assistance.

The Software Center is how your district issued device gets its' updates. Click the "allow download and install the updates" button on the notification so that they can work in the background and not disrupt your work. When they are finished downloading, you'll get a restart notification, in which you can choose to restart your computer now or postpone until the end of the day to not interrupt your workflow. 

Reboot the computer and verify that you are connected to the internet. If the VPN was not disconnected properly during a previous session, it could be hung up on the network and prevent the new connection. If that doesn’t work or you've never connected before, submit a Help Desk ticket to have one of our team troubleshoot the issue.

Try rebooting your computer to see if it maps the drive again on restart. If that doesn’t resolve the issue, locate the icon on your desktop labeled “MapNetDrivesI-H.exe”. Double click this icon and wait while the program reconnects your drives. Your mapped drive folders should now show up in your File Explorer. Submit a Help Desk ticket if this does not resolve the issue.

There are many reasons why a computer may just stop working or "freeze". If you are still able to use the keyboard, click “Control+Alt+Delete” to access the Task Manager. Once in the Task Manager, identify the program that has frozen and right click the program name to end the process. If you are unable to use the keyboard or mouse, you’ll have to perform a hard reset. Hold down the power button on the computer until the computer turns all the way off. Push the power button again to power back on the computer. If the problem persists or the computer does not come back on, submit a Help Desk ticket to have someone come out to troubleshoot the problem.

A clear indicator that your hard disk has failed is that your computer will fail to start up. If this is the case, submit a Help Desk ticket to have the hard drive replaced.

Verify that the cable connected to the display is also connected properly to the computer or docking station you are using and that the monitor is on by checking to see if the power indicator light on the power button is on. If so, there’s a good chance your computer has gone to sleep if it was on previously and you stepped away for a moment. Try moving your mouse to see if the display comes back on. If the monitor is in fact on and you are getting a no signal input message, verify that the computer is powered on and the cables are securely attached. If none of these remedies resolve the issue, submit a Help Desk ticket for support.

Talk to your supervisor about the software you are requesting and if a purchase is necessary. If a purchase for software is necessary, have your supervisor submit a Help Desk ticket as a request that identifies the software needed and how many licenses need to be purchased, if applicable.

Submit a Help Desk ticket request so that one of our technicians can schedule you for an upgrade to the operating system.

Open one of your office software items like Microsoft Word, Excel, Outlook, etc. Click on the File tab and click on Account. Under product information you will see the version of Microsoft Office you are using.

To get an upgrade, submit a Help Desk ticket with your current version identified and which version you are requesting to be upgraded to if it’s a specific version you’re looking for.

Reach out to Human Resources to request that your workstation be evaluated for ergonomic accommodations.