Help Desk FAQ

The Wilson Community College Help Desk supports campus e-mail and Moodle. If you are having technical issues with your online accounts please let us know. We also have a service that provides Moodle support 24 hours a day, 365 days a year. You will need PDF reader and PowerPoint (PP) or PowerPoint (PP) Viewer to view these documents.

For more information contact:

Lisa Elliott
Director of Distance Learning/Instructor
(252) 246-1224
helpdesk@wilsoncc.edu
Location: G-116

Help Desk hours:

24-hour Moodle support: 
            (866) 827-5730      
Online Moodle Help Desk

Frequently Asked Questions

What Internet Browsers are supported by Moodle and GroupWise?

Internet Explorer versions 8 & 9 and Firefox are supported by Moodle. However, It is recommended to use Firefox 3.6 or higher. If you are using a different browser you may not be able to submit assignments, post to the discussion board or view course content. Only Internet Explorer version 7 and Firefox versions 2 and 3 are supported by GroupWise.

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When I log into GroupWise I see a blank screen, What should I do?

Please click on your menu bar and select Tools and then Compatibility View. This is will prompt you to log back in, you should be able to view your emails.


I am in GroupWise, I have entered the email address but a message displays “ please specify a recipient”. What does that mean?

Please click on your menu bar and select Tools and then Compatibility View. This is will prompt you to log back in, you should be able to view your emails. If you are using a different browser or version (even IE 6 or 8) you will not be able to open your e-mail messages.

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Where is Blackboard?

The campus is no longer using Blackboard. Please see the link for Moodle located on the Wilson Community College homepage under Student Information. Alternately, you may go directly to Moodle using the web address http://moodle.wilsoncc.edu  

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How do I log into Moodle?

Your login name is your first initial, last initial, and last four digits of your student id number.

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I forgot my Moodle password!

You may request a new password be sent to your student e-mail account using the “Forgot password” link on the Moodle login page.
You may also contact the 24-hour help desk at  1-866-827-5730. Or, the Wilson Community College Help Desk at252-246-1224      .

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I forgot my E-mail password!

Contact the Wilson Community College Help Desk at  252-246-1224      

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What is my e-mail address?

Your student e-mail address is your login name followed by “@my.wilsoncc.edu”

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Where do I access my e-mail?

A link is available on the Wilson Community College homepage under Student Information for student e-mail.

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How do I log into my e-mail?
Your login name is your first initial, last initial, and last four digits of your student id number.

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I cannot login to Moodle/Groupwise!

Login names and passwords are case sensitive. Ensure that you are entering your login name in lower case letters.
Many people use the number pad to key in numbers in their password. Make sure that the NumLock feature is turned on or try entering the numbers from the number keys at the top of your keyboard. Contact the Wilson Community College Help Desk at 252-246-1224 or the 24 hour Moodle helpdesk at 866-827-5730 to verify your login name and password.

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I do not see my class listed in Moodle!

Moodle NET courses are available to students at 8:00 a.m. on the first day of classes each semester. Hybrid courses are available once you meet with your instructor. Seated courses may or may not use Moodle. Please contact the instructor listed for your course if you do not see your course listed.

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I dropped a class but I still see it in Moodle. How can I get it removed?

After the last day to drop/add courses, this information should be automatically adjusted for you.
In some cases you may need to contact the instructor listed for the course and ask they remove you from the roster.

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One of my classes from last semester is still showing up on my Moodle account. How can I get it removed?

Contact your instructor for the course and inform them that the course is still displayed on your account. They will be able to fix this for you.

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I saw my course in Moodle before but now it is gone!

After the last day of the semester your classes are removed from your Moodle view. Contact your instructor to determine if you have been dropped from the course. All NET courses require that you login and explore the course prior to the drop date which is normally five days after the start of the classes. Also, NET courses require that you complete required assignments each week for continuous enrollment.

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I can’t get back into my test/quiz/assignment in Moodle.  What can I do?

You will need to contact your instructor and let them know what happened. Only your instructor can open a test, quiz or assignment for you.

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I do not have Microsoft Office 2010. How can I view .docx files? How should I submit my work to instructors?

If you have Microsoft Office 2000, XP or 2003 you can download and install the compatibility pack to view documents.(docx, .pptx, .xlsx). Save your assignments as either .doc files or Rich Text Format (.rtf) files for submission. If you are not using Microsoft Office products but instead have Works, WordPad or another word processing software you will need to contact your instructor or creator of the .docx file you are trying to open. They may be able to make a different format of the document available to you. Save your assignments as Rich Text Format (.rtf) files for submission.

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I have Microsoft Office 2007 but my instructor is not able to read my assignments. What can I do?

You will need to save your work in the 97-2003 or Rich Text Format (.rtf) file formats. Follow the steps provided in the “Saving a 2007 word document as a 2003 word document” file on the Help Desk webpage.

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I called the help desk but no one answered!
If this occurs, always leave a message and call back. The help desk operates on a part time schedule; hours are posted on the Help Desk webpage. The help desk is also responsible for training and assists users at other locations on campus. All calls are returned within 24 hours. Most are returned within the hour. Calls received after the close of business on the last day of the work week are returned Monday mornings.

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