Academic Technology

Back to SBCC

Frequently Asked Questions


Pipeline_icon Pipeline FAQs & Troubleshooting:


Pipeline_icon I’ve forgotten or don't know my Pipeline username and/or password, what can I do?

If you have forgotten your Pipeline username and/or password, or don't know it, go to http://pipeline.sbcc.edu, click on the "Find my username/reset password" link and fill out the lookup form to retrieve it.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM.


Pipeline_icon I've forgotten or don't know the answer to my Pipeline security question.

Please contact Distance Education Tech Support to have it reset. You will need to provide some personal information for verification. Security Questions are reset at scheduled times.

  • Online: ONLINE SUPPORT FORM
  • Phone: (805)-965-0581 ext 2949
  • On Campus:  Distance Ed. Office CC 225 located inside the Campus Center, next to the Cafeteria.

Pipeline_icon I get a "No records found" message when trying to look up my login information.

Please note: The information you enter into the lookup form has to match your application and account on file with SBCC Admissions and Records. Please contact their office at (805) 965-0581 x7222 to verify that your name, date-of-birth, and social security number are correct.

If you require additional assistance or have further questions, please fill out the
ONLINE SUPPORT FORM.


Pipeline_icon When I try to login to Pipeline, it says my account is expired, disabled or suspended. What can I do?

You can re-enable your account by clicking on the "Re-enable account" link on the Pipeline login page and filling out the form. You will be required to verify your personal information then re-set your password.  Please wait up to 5 minutes for your account to re-enable after completing the process.

If you require additional assistance or have further questions, please fill out the
ONLINE SUPPORT FORM.

Pipeline_icon I'm an international student and don't have a Social Security Number (SSN).

You were assigned a temporary Social Security Number (SSN) number sometimes called a "999" number when you applied to SBCC.  You will need to retrieve this number in order to access or reset your Pipeline login information. Please contact SBCC Admissions and Records at (805) 965-0581 x7222 if you are not able to locate this number.

If you require additional assistance or have further questions, please fill out the
ONLINE SUPPORT FORM.


Pipeline_icon Can I automatically send my Pipeline email to another email account?

Yes. Click HERE for instructions.

If you require additional assistance or have further questions, please fill out the
ONLINE SUPPORT FORM.


Pipeline_icon How do I use Pipeline Gmail?

Check it out here: Intro to Gmail.


Pipeline_icon When I click on a link, or try to access an area of Pipeline, a message says "Access Denied" or, I'm being asked for a user ID and PIN. What can I do?

We have determined that this issue may occur due to an internet security or anti-virus program such as Norton, McAfee etc, that is enabled and is preventing access to the page or area. To resolve this issue, temporarily turn off or disable your security program, then access the page or area again. If you find that this allows you access, you will need to adjust the settings of your program to allow full access to http://pipeline.sbcc.edu.

If you require additional assistance or have further questions, please fill out the
ONLINE SUPPORT FORM.


Pipeline_icon Is Pipeline a Secured Site?

Yes. We know the https:// and padlock don't show up, but we are using SSL (Secure Sockets Layer, which encrypts the traffic and which is signified by https://), and your transaction is encrypted and secure. The reason the that the https:// prefix and the padlock don't show up is because Pipeline is wrapping an HTML frame around these web pages, and the browser only shows the characteristics of this outer frame. We are working as quickly as possible on a way to do this so that the padlock shows up.

If you require additional assistance or have further questions, please fill out the
ONLINE SUPPORT FORM.


Pipeline_icon Can I access Pipeline from my mobile device?

While we recommend as a first option to use a regular laptop or desktop while doing business in Pipeline, using some phones or tablets should be okay. However, because there are a wide variety of different products, apps, and devices, please use a mobile device at your own discretion.

Back to top Back to top


Moodle_icon  Moodle FAQ


Moodle_icon What is Moodle?

Moodle is SBCC's official Learning Management System (LMS). Moodle stands for Modular Object Oriented Dynamic Learning Environment and is an open-source product.  For more information about Moodle please visit moodle.org

If you have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon What are the computer technical requirements for taking a course in Moodle?

Please visit the Distance Education Technical Requirements page for more information.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon My online course isn't showing up in my Moodle course list.

Most course links will appear in Moodle on the first day of each semester. For information about early start courses or early access dates please contact your instructor.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon How do I access my Moodle online course?

1. Login to your Pipeline account at http://pipeline.sbcc.edu.
2. Click on the class or teach tab, then on "Login to Moodle." You will see a list of your links to your courses.
3. Click on your online course to enter the course home page.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon Error Message: "Sorry, but your IP number seems to have changed from when you first logged in..."

Why does this error occur?

  • If you are logged in to another Moodle session from another computer.
  • If you log in to one wireless network, then move to another without logging out of Moodle AND quitting your browser or restarting your computer.
  • If you did not terminate your Moodle session by quitting your browser, then try to log in again.
  • If you put your computer to sleep or in hibernate without logging out or quitting the browser, then try to log in again.
  • If you remain logged in to Moodle through your phone or tablet, then logging in again from another computer.

Fixing and avoiding this error:

  • Hit F5 to refresh your browser.
  • Logout then completely quit your browser and then log in again.
  • Logout then completely quit the browser of any other device such as a phone or tablet.
  • If you still receive the error, clear your browser's temp file, history and cache.
  • Restart your computer.
If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM

Moodle_icon Error Message: "Incorrect sesskey submitted, form not accepted!"

Why does this error occur?

  • If you logged in a second time to Moodle within the same browser session, then tried to submit something (like in a Forum) or make a settings change.

Fixing and avoiding this error:

  • Logout, then completely quit your browser and try to log in again. This will terminate all conflicting Moodle sessions from the server.
  • If you still receive the error, clear your browser's temp file, history and cache
  • Restart your computer.
If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM

Moodle_icon How do I turn off my pop-up blocker so I can take a Moodle Quiz?

-PC-

Internet Explorer 8
1. Open Internet Explorer 8
2. Click the Tools menu, located at the far right hand side of your browser's Tab Bar
3. When the drop-down menu appears, select the Pop-up Blocker option. A sub-menu will now appear
4. Click on the option labeled Turn Off Pop-up Blocker

Internet Explorer 9
1. Open Internet Explorer 9
2. Click on the gear icon at the top (far right) and select Internet Options
3. Switch to the Privacy tab
4. Uncheck Turn on Pop-up Blocker, at the bottom
5. Click OK

Firefox 4.0
1. Open Firefox.
2. Click on the Firefox menu on the top left and select Options.
3. Click on the Content tab
4. Uncheck Block pop-up windows.
5. Close OK.

Google Chrome
1. Open Chrome
2. Click the wrench icon tools menu on the browser toolbar
3. Select Options
4. Click the Under the Hood tab
5. Click Content settings in the "Privacy" section
6. In the "Pop-ups" section, select "Allow all sites to show pop-ups"

-MAC-

Safari
1. Open Safari
2. Click the Safari menu from the top menu bar
3. Un-check the option to "Block Pop-up Windows"

Firefox 4.0
1. Open Firefox
2. Click on the Firefox menu from the top menu bar
3. Select "Preferences"
4. Click on the "Content" tab
5. Uncheck Block pop-up windows.
6. Close the Preferences window.

Google Chrome
1. Open Chrome 
2. Click the Chrome menu from the top menu bar
3. Select Preferences
4. Click the Under the Hood tab
5. Click Content settings in the "Privacy" section
6. In the "Pop-ups" section, select "Allow all sites to show pop-ups"

-MISC-

Norton Internet Security:

1. Double Click on the Norton Icon in the System Tray
2. Click 'Ad Blocking'
3. Click 'Turn Off'

Google Toolbar:
1. Click on the Google Icon and select 'Options'
2. In the Accessories Section uncheck 'Popup Blocker'

Yahoo Toolbar:
1. Click on the Pop Up Icon pictured below
2. Uncheck 'Enable Pop-Up Blocker'


Moodle_icon I get an error message while trying to upload my assignment or while taking/submitting a quiz.

Please note: Only your instructor can grant another attempt at a quiz or assignment. If you are granted another attempt at submitting an assignment or quiz, below are a few suggestions and recommendations for you to try to resolve this issue:

  1. Try another internet browser. Firefox is the recommended browser for Moodle. You can download and install it for free from the link below:
    • Mozilla Firefox: http://www.mozilla.com/en-US/firefox/
    • NOTE FOR MAC USERS: at this time we do not recommed the Safari browser for use with Moodle due to intermittent display and fucntionality issues.
  2. Don't use your browser's back button to navigate in Moodle. Doing this can cause serious issues with a quiz or assignment submission. Instead, use the internal links (breadcrumbs) within the course, or the quiz navigation block.
  3. Don't re-login to Moodle during a quiz. This will also cause issues with submissions. If you have to re-log in, make sure you quit your browser first, then open it and try again.
  4. Check your Internet security settings. If an internet security setting or an anti-virus/spyware program such as Norton, McAfee, Window Defender, etc., is enabled it may prevent content from running properly within Moodle. To resolve this issue, temporarily turn off or disable your security/protection program, then access the page, area, or try again. If you find that this allows you access, you will need to configure the settings of your program to allow full access to Moodle.
  5. Try a different computer at a different location. If you are in on campus, you can use the computers on campus such as the in the Learning Resources Center (LRC), Library, or Campus Center.
  6. Contact your Internet Service Provider (ISP) to check on any security or protection settings that may be enabled on your service.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon I can't get a QuickTime movie (.mov) to play.

Below are a few suggestions for you to try to resolve this issue:

  1. First, go to the following site to verify you have QuickTime installed and active. If not, download and install it from the site. http://www.apple.com/quicktime/troubleshooting/
  2. Try the following settings change within the QuickTime player. This may allow you to view the content.
  • Go to Start Menu and Control Panel
  • Click on Quick Time.
  • Click on the Advanced tab
  • Under "Video" select Safe mode (GDI only)
  • Click OK.

For Windows:

  1. Download the movie file to play it from your computer.
  • Right click on the file and choose "Save File As Type" or "Save Target As."
  • Choose a location and click on Save.
  • Click on the file to open it.

 If you require additional assistance or have further questions,please fill out the ONLINE SUPPORT FORM


Moodle_icon Stop receiving email alerts from a Forum/Discussion:

You can unsubscribe from a forum/discussion to avoid receiving emails from it by going to the forum and clicking on "unsubscribe" in the upper right corner. In addition, you can change your default setting for forums/discussion in your Moodle profile. Follow the steps below:

1. Log into Moodle through Pipeline.
2. Click on your name in the upper right corner.
3. Click the "Edit Profile" tab.
4. Click the "Show Advanced" button on the upper right.
5. On the "Forum Autosubscribe" option, select "No" from the drop down menu.
6. Click on "Update Profile" at the bottom of the screen.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon Saving a document in the Rich Text Format (rtf):

Many instructors require you to save in the Rich Text Format (rtf) as it is considered a more generalized file format that can be read by many different types of word processing programs. Below are steps for saving your document in the Rich Text Format:

  1. Open your document with your word processing program, e.g. Microsoft Word, MS Works, Notepad, WordPad, etc.
  2. Go to File "Save As" from the drop down menu.
  3. Under " Save As Type," choose Rich Text Format (rtf) from the drop down menu.
  4. Click on Save.

If you require additional assistance or have further questions,please fill out the ONLINE SUPPORT FORM


Moodle_icon PowerPoint Presentation won't display:

Do you have PowerPoint installed on your computer? If not, you can download the PowerPoint Viewer for Windows for free from the following site:
http://sbcc.edu/distanceeducation/technicalrequirements.php#plugin

If you DO have PowerPoint installed, when you click on the link to the PowerPoint presentation, do you see a message line or bar appear near the top of the screen? If so, click it and select download file.

You can also try to download the file and open it from your computer:

  • Right click on the file and choose "Save File As Type" or "Save Target As."
  • Choose a location and click on Save.
  • Click on the file to open it.

If you require additional assistance or have further questions, please fill out the ONLINE SUPPORT FORM


Moodle_icon Why don't I see all my courses listed in my Moodle course list?

If your instructor is NOT using Moodle, you might not see a course link to it in your Moodle course list. To verify your official enrollment in courses, login to your Pipeline account and access your Schedule/Bill.

If your instructor IS using Moodle and you still do not see your course listed in your Moodle list after the start of the semester, please contact Student Technology Support by filling out the Online Support Form from the link below.

If you require additional assistance or have further questions,please fill out the ONLINE SUPPORT FORM


Moodle_icon Can I access Moodle from my mobile device?

We recommend using a standard laptop or desktop computer for MoodleWhile some tablets and smart phones may work, we do not recommend using those as your primary station for taking online courses.  So use mobile devices with discretion, but be advised that mobile devices use "apps" which may not be able to display or run some online course content and resources. 


Back to top Back to top

 

General Questions about Online Classes:


Do I need to turn in an application?

If you have never attended SBCC before OR have skipped a semester (except for Summer semester), then you need to submit an application.

  • Apply online
  • By Mail: Download and print the application:
    English   Spanish
  • On Campus: Visit the office of Admissions and Records located in the Student Services building.

If you are a currently enrolled student at SBCC, you do not need to resubmit an application.

If you are a student with a disability, you may contact our DSPS office to make an appointment with a specialist at (805) 965-0581 x2364.


Can I apply to the college online?

If you are a new student, or have not attended SBCC for at least one semester (excluding Summer), you must complete an application to SBCC. This can be accomplished using the online application form, by mail, or in person at the Admissions & Records office.

For step by step instructions on the online enrollment process, please visit our Steps for Enrollment In Online Courses Checklist.

If you are a new student, you will receive a letter once your Application has been processed inviting you to come for English and/or Math Assessment tests and the dates those tests are scheduled to be given. Please read the Assessment information carefully and decide whether you need to take these tests. You may disregard the dates for enrollment, as those are not applicable to online students enrolling online.

NOTE: If you are unable to come to campus for assessment testing, please mark your Educational Goal on your application as “undecided” or “15”. This will bypass the assessment testing.


How much does the online program cost?

Online courses cost the same as regular courses. Please see the Tuition and Fees page for more information on current tuition costs.

Students taking only online classes are not eligible for the bus pass and therefore do not pay the transportation fee.

If you enroll in an online course that requires you to attend an on-campus lab, your enrollment will be subject to the standard on-campus Student Health Fee and the Transportation Fee. Please see the Tuition and Fees page for more information on current tuition costs.


How do I register for my online classes?

You have a few options for registering for your online classes:

If you are a student with a disability, you may contact our DSPS office to make an appointment with a specialist at (805) 965-0581 x2364.


I've registered for my online course, now what do I do?

Please see the “How to start your course” page for detailed instructions on what to do once you’ve enrolled.


Can I buy my books online?

Yes, You may buy or preorder books online at the bookstore website.

Back to top Back to top


I am a student with a disability. Where do I go to ask for an accommodation for my disability?

Go the DSPS department website to read the process for requesting accommodations based on your particular disability http://www.sbcc.edu/dsps/accommodation/

You can contact us several ways:
Phone: 805 965 0581 ext 2364 or 805 730 4164
E-mail: dspshelp@sbcc.edu
Fax: 805 884 4966

Back to top Back to top


Dropping, Adding, and Changing Classes:


How can I find out how many spaces are left in an class?

Visit the continually updated schedule provided by Admissions and Records.


Can I drop a class online? Can I switch from one section to another?

You can drop your courses through your Pipeline account. If applicable, you may apply to have your course fees refunded to you by filling out and submitting the Student Request for Refund Form.

If you wish to switch from one section to another, drop the original section, and re-register in the course you wish to switch to.


The class I want to take isn't offered online, what should I do?

Currently only a portion of the College's classes are offered online. If the class you want to take isn't being offered online this semester, it might be offered in an upcoming semester. However, you may want to enroll in an on-campus section of the course as there is no guarantee that the class you want to take will be offered online in the near future.


I want to add a class that is full, how do I do this?

Please visit the Admissions and Records "Help for Common Registration Problems" page for options.

Back to top Back to top


Grades, Transcripts, & Course Credit


Where can I find my grades?

Finalized course grades (unofficial transcripts) can be found by logging to Pipeline. To order official transcripts, Visit the Admissions website for more information.


Will I earn the same credit toward my degree or certificate taking an online class as I would in a traditional classroom?

Yes. The course is the same credit as a traditional course and your transcript will not distinguish it as being an online course.


How do I petition to take my online class for credit/no credit?

Email your instructor and inform them you want to take the class for credit/no credit. Your instructor will then send your request to the Admissions office to be processed. Please pay close attention to the deadlines to request credit/no credit!


How do I obtain a verification of completion of coursework?

You can obtain verification of online coursework the same way you would receive verification of any coursework, by contacting your instructor if your instructor makes that information available at the end of the course, or by contacting the Admissions Office.

You can request an official or unofficial transcript in writing from the Admissions Office. Please visit the Admissions website for more information on requesting transcripts.


How do I get a record of my course grades?

For an unofficial transcript:
Login to Pipeline, or visit the Admissions office.
For an official transcript:
Contact the Admissions Office in writing and request a transcript, or you can leave or send in a self addressed envelope and the Admissions Office will send you your grade report for free. Visit the Admissions website for more information on requesting transcripts.

Back to top Back to top


Getting help with your online class


What library services are available to me as an online student?

As an online student, you are entitled to many excellent resources and services from the SBCC Luria Library.

Library Services for Online Students


Where can I get help using my e-mail or using the internet?

If you're new to the Internet & E-mail, COMP 103 may be just the class for you. This 1-unit course provides an introduction to the web and electronic communication, and is self-paced, so you can complete it before you begin your online classes. View the course description for more details.


Will I be able to contact my instructor to get some help if I need it?

Yes. Your instructors are available to help you and want you to succeed in your course. You can normally contact them via e-mail through your Pipeline account or visit them during their office hours. If you have a question for a particular instructor, you can find a listing of e-mail addresses by searching the campus directory. If the instructor you wish to contact is unlisted, or you are unsure how to direct your question, fill out the ONLINE SUPPORT FORM and your message will be forwarded to the correct party.


How do I use the internet for online courses?

There are several ways you will be using the Internet for your online education. You will be using the Internet when you open a browser (i.e. Internet Explorer, Firefox, Safari) to view your course instructions and assignments, meet classmates for a discussion and chat on a bulletin board specifically set up for your course, and sometimes to read your instructor's lecture notes. Then, depending on what the assignment is and how your particular instructor has designed the course, you may be searching the Web for information or photos, examples, or research on a particular topic. You may be asked to print information off the Web and use it in a classroom situation or in a group presentation. Some courses will be using e-mail as their principle method of communication between student and instructor. This will sometimes require you to 'attach' documents to e-mail messages to turn in your assignments. Visit the Learning Resource Center for help in preparing for your individual computer tutoring.

Back to top Back to top


Additional help topics


How do I know which courses are taught totally online and which courses require some on campus attendance?

When you're visiting our website, click on the Course Schedule , and then on the CRN for the course in which you are interested in taking. You will then be linked to information about that particular course, its attendance and other requirements. For additional information, please contact that department. You can look for contact information through the SBCC Directory Lookup page.


Are the courses taught by SBCC Faculty or someone else?

All online courses are taught by regular SBCC faculty.


What skills should I have if I want to succeed in an online class?

You should have basic computer skills including the ability to access the Internet using an Internet Service Provider (ISP) or through the College Library or Learning Resource Center, be proficient using a web browser and sending and receiving e-mail, and have basic Word Processing skills. You should know how to create a file, open an existing file, save a file, print a file and basic editing functions such as typing text, inserting and deleting text and moving text.

If you are a student with a disability and this is your first time taking an online class it is advisable to contact the Assistive technology specialist to discuss accommodation needs and technical requirements if you are using assistive technology.


Where can I go if I have more questions about online learning?

If you have any more questions, please contact Online Student Support via the ONLINE SUPPORT FORM.

Back to top Back to top


721 Cliff Drive Santa Barbara, CA 93109-2394    Main Campus Phone: 805.965.0581    © 2014 Santa Barbara City College