Canvas support now provided by Information Services and UO Online

Stock image of online support

University of Oregon students and instructors have new ways to get help with Canvas, UO's learning management system.

To receive help in person, instructors of any UO course can visit the new online education office in Knight Library Room 19. The support team is currently available from 10 a.m. to 4 p.m., Monday through Friday, with hours expanding to 8 a.m. to 5 p.m. in fall term.

Students can get in-person help with Canvas at the Information Services Technology Service Desk in Room 68 of Prince Lucien Campbell Hall from 8 a.m. to 5 p.m., Monday through Friday.

Anyone seeking Canvas help by phone should call the Technology Service Desk at 541-346-4357 (541-346-HELP). The Tech Desk's phone lines are currently open 8 a.m. to 5 p.m., Monday through Friday. On Oct. 14, those hours will expand to 20 hours per day — 6 a.m. to 2 a.m. — seven days a week.

Canvas users can also request help online through the new suite of Canvas pages in the UO Service Portal. Whether someone needs help logging in or wants to consult with an instructional designer about advanced features, users should select the option that best describes their needs, then click the green "Request Help" button, log in with a Duck ID and password, complete the form and click the green "Request" button.

Within Canvas itself, the "?" icon in the left sidebar also continues to serve as a path to support resources.

The changes, which started Sept. 16, reflect a recent shift in the way the university manages Canvas, and provides related tech support and instructional design consultation services. Formerly provided by CMET in UO Libraries, those services are now provided through a partnership between Information Services and UO Online.

"Together, we provide end-to-end support for effective, technology-enhanced teaching and learning," said Carol Gering, associate vice provost for online education.

"The transition to new online help forms in the UO Service Portal is just the first step in a larger revision of Canvas and related learning technology support," said Ben Brinkley, director of application services in Information Services. "We'll be working on service analysis and service improvement all year, and we really want to hear from Canvas users."

Students, faculty members, graduate employees and others who use Canvas are invited to provide feedback through a survey about their experiences getting help with Canvas.