Key Points:
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Navigate is an application that allows authorized students to schedule academic-related appointments with college staff (such as with advisors and tutors). It allows authorized faculty and staff to send academic-related notices to students (such as attendance and course failure warnings).
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Navigate student accounts are created by the VCCS System Office the first time they enroll in classes. Faculty and staff accounts can be manually created by the Reynolds IT department.
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Technical issues with Navigate can be routed to either the VCCS System Office or to EAB Navigate technical support depending on what services need to be performed (see the table below for a quick overview).
Instructions:
When a user needs technical support with Navigate, they can start with contacting the college Help Desk or emailing navigate@reynolds.edu (messages to the email address get sent to the designated Navigate App admin). Often the app admin can discern whether the issue is a college/VCCS technical issue or a Navigate issue. From there, the app admin can work with the Reynolds IT department to either submit a TeamDynamix ticket with the VCCS or can escalate the issue via email to navigatetechsupport@eab.com to open a ticket with the Navigate vendor.
For students needing assistance with making appointments in Navigate, it depends on whether they need directions on how to make the appointment (can generally be resolved through contact with an internal person or viewing a how-to handout/video) or if they are having technical errors within Navigate that are not allowing their appointments to go through (can be resolved through contact with Navigate tech support).
Below are some general examples of how to route Navigate issues to the correct support area.
| When to Submit a VCCS TeamDynamix Ticket… |
When to Submit a EAB Navigate Support Ticket... |
- The student is unable to log in to Navigate or any of the other tools in MyReynolds such as Canvas or Zoom.
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- The student is unable to log in to Navigate and is getting an error message, but is able to access other sites in MyReynolds such as Canvas, Zoom, etc.
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- The Navigate Student app is not showing in MyReynolds at all.
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- The appointment scheduling feature in Navigate is not working for the student, but an advisor has an appointment availability set up.
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- You are unsure of where to send the issue.
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- Registration is not going through in Navigate but it goes through successfully in SIS without any type of override by an advisor.
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If it is unclear as to which area to route the Navigate issue, the Help Desk can contact Kendra Wood directly via email or through a TeamDynamix ticket. Navigate issues that are submitted as TeamDynamix tickets are generally routed to her and she can give advice on the next steps for problem resolution. Whenever emailing Navigate tech support or putting in a ticket with the VCCS, it is helpful to include the student's assigned ID (EMPLID) number and username, a detailed description of the issue, and any screenshots that can help clarify the problem(s).
Colleges can get Navigate specific help by emailing navigatetechsupport@eab.com. This email opens a ticket and is routed through EAB's tech support team for resolution. In addition to Navigate tech support, the VCCS has a dedicated technical lead from EAB to support. Colleges may also submit a TeamDynamix ticket if their issue is SIS related and impact the data loaded into Navigate.