Need service?

Contact ITS Service Delivery Staff at 336-334-4822 Ext. 44444.

Email us at

Enter a support ticket at

Online Tech Support

Scroll down for answers to the most commonly asked tech questions, as well as FAQs on Moodle, Titan Email, WebAdvisor and My.GTCC.

Options for online tech support and important links (some links require you to sign in to Portal):

Important Links
All Faculty
Create an IT ServiceDesk Ticket
Faculty In Training
ITS Forms Book Adoptions
Eduroam WebAdvisor
TitanNet Tutoring (Portal)
Time Clock/Leave Requests Faculty/Staff Services (Portal)
Employment at GTCC Moodle (Curriculum)
Employee Directory Moodle (Workforce Training)
Human Resources (Portal) Moodle for Instructors Info
MyGTCC (Portal)
Org Charts (Coming Soon)


Remote Support: ITS will provide session key.


Pearson MyLab/MyLabPlus

Having trouble with any of the Pearson MyLab/MyLabPlus products?

  • MyLab issues Phone: 1-800-677-6337: Monday-Friday 12:00 pm - 8:00 pm
  • MyLabPlus issues Phone: 1-888-883-1299: Monday-Friday 12:00 pm - 8:00 pm
    **If you are taking any DMS or DRE courses, please use this number for MyLabPlus.

Most Commonly Asked Tech Questions

Please note that you must either show a photo ID or share your GTCC ID number for your account to be found. If you do not have your ID number, you may search for it at

Your ID number is a 7-digit number that begins with either 0 or 1. It is not your social security number.

Your username is the first part of your email address, so if you use, your username will be jssmith.

Your username is case sensitive and is unusual because usernames shorter than four characters will have capital Xs as placeholders in the system until they are at least six characters long.

Moodle and WebAdvisor use the same username and password.

  • Passwords must have:
    • at least eight characters, but no more than 16.
    • at least one capital letter
    • at least one lower case letter
    • at least one number
  • Passwords cannot:
    • contain any part of your name or username.
    • use sequential numbers (i.e. 123)
    • contain very common names or words (i.e. mom)
    • contain months of the year
    • repeat any of your previous 12 passwords
  • To activate your account or change your security questions, change your password or if you've forgotten your password or locked your account, please go to
  • If you still have issues please call our 24/7 Help Line: 1-866-826-3748

Submit a service request at and tell us the type of device you are looking to check out from us, and we will notify you of the availability of such devices.

Name Change:

  • Please complete this form: Click here to download PDF. (Note: You will be directed to log into My.GTCC)
  • Then, take it to the GTCC Registrar’s Office with two forms of identification (one of which has to be a state or federally issued picture ID) to start the process. They are located in Room 140, Sears Applied Technologies Building, Jamestown Campus and are open from 8:00 am to 7:00 pm, Monday-Thursday and from 8:00 am to 5:00 pm, Friday. After they guide you, the last steps will be to get your name changed in WebAdvisor by the MIS Department and in Moodle by the eLearning Department.
  • Note: Please continue to use WebAdvisor and Moodle as normal, until the change has been made. Be sure to inform your instructors that your name will be changing. Please note that your username will not change, even if the name associated with it does.

Address and/or Telephone Change:

  • Complete this form: Click here to download PDF(Note: You will be directed to log into My.GTCC)
  • Then, take it to the GTCC Registrar’s Office with two forms of identification (one of which has to be a state or federally issued picture ID) to start the process. They are located in Room 140, Sears Applied Technologies Building, Jamestown Campus and are open from 8:00 am to 7:00 pm, Monday-Thursday and from 8:00 am to 5:00 pm, Friday.

User ID changes are ONLY done in-between semesters. You MUST provide an alternate email address if you wish to be informed when the User ID change has occurred. Current GTCC email account WILL be deleted and CANNOT be recovered once new User ID is created. Please download and fill out the Student ID Change Form.

There are two networks for students to choose from:

eduroam (education roaming) is a secure worldwide federated network access service developed for the international research and education community. It allows GTCC faculty, staff, and students to use their GTCC user name and password to access wireless network services when visiting participating institutions. In addition, it enables GTCC to serve as a hotspot for eduroam members visiting our campus.

Ready to try eduroam? Install it Here

For more information: Eduroam User Agreement

TitanNet is the GTCC student/public wireless network.  Previously, a login was not required.  For better security, Faculty, Staff and Students will now log on using their GTCC username/password.  Non-GTCC guests will sign on with their private email address or SMS message.   This login is similar to what you see when using wireless at the hospital, hotel or some restaurants.

See our list of TitanNet FAQs for more information.

If you’re new and have not activated your account yet, please do so at

If you have never reset your GTCC password before, it is your 6-digit date of birth. This is the 2-digit month, followed by the 2-digit day, and ending with the last two digits of the year, not the full year. For example, if your date of birth was January, 1, 1973, your default password would be 010173.

Service Requests are for issues where something needs to be changed, installed, moved, etc., but is still working. Incident Requests are for issues where something is not working the way it’s supposed to, or a system is down, etc.

This happens when your account is set up for logging into GTCC computers, WebAdvisor, and Email, but has not yet been set up for access to Learnerweb. To resolve this issue, contact Roxanne King at Ext. 50128.

GTCC accounts lock out for various reasons, but the most common one is too many failed login attempts. GTCC Faculty and Staff get 3 attempts to log in before the account is locked, and Students get 10 attempts. (The account that gets locked out is the one associated with the username entered during login. If someone else mistakenly enters your username and tries to log in too many times, your account gets locked out in order to protect your information. This usually happens when someone forgets to type in the number at the end of their username or types in the wrong number.) The Password Self Service site provides the ability to unlock your account yourself if you have set up your security questions. If this does not resolve your issue, you can call the Service Desk at Ext. 52909 or 866-826-3748.

There are several possible reasons for why you aren’t able to log into Colleague:

The first and most common is your password may have expired since the last time you logged in. If this is the case, please submit a service desk request to have your datatel/colleague password reset and a technician will contact you.

The next most common reason is that your account may have expired. This is not the same as your password expiring. If your account has expired, your supervisor will need to submit a service desk request to have your account reinstated before you will be able to log in.

These are issues that need to be handled by an ITS Administrator. Please enter a ticket at

Make sure that you are using Internet Explorer to open the LearnerWeb site. There are known issues where other browsers will not display the site correctly, preventing you from registering for events.

  • Some websites, tools and/or plugins require Java (and its plugins) to work.
  • To check your version or download updated version of Java, visit:

Note: Java doesn’t work on Google Chrome and doesn’t work on some mobile devices. If you need to access something that uses Java, please access from a desktop or laptop computer using Mozilla Firefox, Internet Explorer, or Apple Safari.

Instructions for signing up for e2Campus can be found here.

Titan Live Email FAQ

Every student, faculty member, and staff member at GTCC is assigned a Titan Live ID that is used for multiple services such as email and Moodle. The same credentials are used to access multiple resources at the college.

However, before you can start using your Titan Live ID you must register and activate your account. Registering your account not only activates it but allows you to enroll in the self-service password reset system so that you may reset your own password if forgotten. Activation is done through the password management portal at This website allows you to activate your Titan Live ID as well as change your password if forgotten.

Click below for instruction on how to set up Titan Live on:

  • If you’re a new student, make sure that you have gone through the activation process at first or you will not be able to access your TitanLive email, Moodle or WebAdvisor.
  • Once your account is activated, go to and log in with your entire email address ( for example) for your username. It will not work if you leave off the “” part. The password should be the same as your Moodle and WebAdvisor login.

  • You can call the 24/7 Help Line at 1.866.826.3748. Make sure that you have your name, student ID # and date of birth.
  • You can call Ext. 44444 for helpdesk support.
  • You can email with your full name, student ID #, and date of birth to request a password reset.
  • You can reset it yourself (you must have already activated your account and set up your security questions). Go to
  • Or your can stop in to Titan Hub.

Do not open or click on any link in any email that looks suspicious and/or was sent by someone that you do not know. Please click on “Junk” in the toolbar of your email window and select whether it’s “Junk” (not wanted, but not harmful) or “Phishing” (suspicious and potentially harmful).

WebAdvisor And My.GTCC FAQ

Call Ext. 44444 for helpdesk support.

Call anytime for 24/7 support  for network password reset only (not Colleague): 1-866-826-3748

You can also get help and information about your application status and look up your username at either of these links:

  • You should use Mozilla Firefox to access WebAdvisor. Certain browsers, like Google Chrome, will not work.
  • If you are a new student, make sure that you’ve activated your account at first or you will NOT be able to access your TitanLive email, Moodle or WebAdvisor.
  • Moodle & WebAdvisor use the same username and password (prefix of your email address without the part). Make sure to enter letters in all lowercase.
  • Please make sure that you are not adding ‘’ to the end of your username, and that you are typing your username in all lower-case letters. (Numbers should still be numbers)
  • For Faculty/Staff: Please log into If this site gives you an error stating that your password has expired, please call the helpdesk at Ext. 44444 for further assistance.

  • You must have cookies enabled to access WebAdvisor. We recommend using Mozilla Firefox ( to access.
  • If you are using certain types of security software such as Norton, McAfee, or AVG, etc., it may be preventing a page from opening as it should and your settings may need to be modified.

  • Microsoft provides a limited copy of Office 365 for students, faculty, and staff at GTCC.
  • To download, sign into your email at using the same username and password that you use for all GTCC applications.
  • Find and click on “Office 365.”
  • Click the gear icon in the top right hand corner.
  • Then, select “Office 365.”
  • Click “Install now.”
  • (Note: If you already have a copy of Microsoft Office, you should uninstall that version first and restart your computer before downloading Office 365.)
  • (Note: Once your account with GTCC is disabled, your MS Office license will end.)

Our home page will still have campus-wide News, Events and Calendars.

  • Career Services information can be found at My GTCC Student Services Career Services.
  • Scholarship information can be found at My GTCC Finances Scholarships.
  • Event and Announcement information that was previously sent by email can be found on your default Faculty/Staff or Students page.   
  • Titan Café information can be found under Other Announcements to the right of the Announcements section on your Faculty/Staff or Student default page.

Log in to and look for the section called Webadvisor. Click the arrow next to Employee Records.

Curriculum:  You can access Web Wiz through WebAdvisor at You can also access Web Wiz through the WebAdvisor section of the Faculty/Staff default page, but you will have to log in again.

Continuing Education:  You can log into the new My GTCC portal at and access WebAdvisor without logging in again.  On your Faculty/Staff default page, look for the WebAdvisor section and click on the Faculty menu.  Click on Adult Ed Attendance.

Follow these instructions:

  1. If you do not see the menu bar (row of words –> File Edit View Favorites Tools Help) in Internet Explorer, right click above the address bar and select Menu Bar.
  2. Click Tools and Compatibility View Settings (halfway down the list of options).
  3. Add to the list of Websites you’ve added to Compatibility View.
  4. Ensure that Display intranet sites in Compatibility View and Use Microsoft compatibility lists are checked.
  5. Click Close.
  6. The page will refresh and Announcements and Events will display correctly.

Look for the Quick Links section on your Student or Faculty/Staff default page

Yes, please log off and close the browser.

To log out of My.GTCC, click the drop-down to the right of your name on the upper right corner of the page.  Click Sign out.  Close all instances of the browser you are using.  For example, if you have multiple sessions and/or tabs of Firefox, you must close all of them after logging out of each window.

My.GTCC doesn’t know if you are a student or faculty/staff and so it doesn’t know which page to default for you. Submit a support request at (Login required). However, you can navigate to the pages in the portal anyway.

Yes. On your faculty/staff or student constituency page, you will see web apps for Email and Calendar. Click to access your email and calendar information. At this time, you have to log in again, but in the future, we will have single sign-on capabilities.

Student Forms are Student Policies and Information under General Forms.

Faculty/Staff forms are on the Resources menu under Forms.

You can access the Web Wiz link from WebAdvisor or from My.GTCC. Web Wiz is not compatible with My.GTCC, so it is the only application on the WebAdvisor menu that requires an additional login. The Curriculum Attendance (Web Wiz) link will open in a new window. You will need to log into WebAdvisor. Then, you can access your attendance.

Click here for instructions on how to set up Colleague UI/Datatel.​

There may be an issue when people use Chrome as their default browser and launch Colleague UI from My.GTCC. The Colleague UI browser will open normally, but then it seems to freeze and there is no choice but to close it. To avoid this, make Internet Explorer your default browser and then Colleague UI should work as expected.​