Access and Support

HANDS provides many trainings, events, and services online. To get the full experience, there are multiple ways you may be asked to engage with us. This page provides first-step guidance about how to get signed up, logged in, and ready to learn with HANDS. And if these instructions do not cover everything, we will tell you who to ask for help and how.

We recommend exploring the platforms before you need to access them for interacting with HANDS. If you have any questions or requests for specific accommodations, don’t hesitate to contact hands@iupui.edu

If you have any technical problems not related to HANDS materials, please contact the UITS Support Center. Phone, email, and chat support is available 24/7. During closings, phone calls will route to the UITS Contact Center for an answering service.

Chat: https://ithelplive.iu.edu/ 
Phone: 317-274-4357
Email: ithelp@iu.edu
Online: Knowledge Base 

  • If you're having trouble logging in to your IU Guest account, it may be because the account was disabled or not properly activated.
  • If you've forgotten your IU Guest Account password, you can change or reset your password by following these step by step instructions.
  • If the problem persists or if you have other questions regarding you IU Guest account, contact UITS Support directly by phone at 812-855-6789 or 317-274-4357, or email at ithelp@iu.edu
If you can't access a module through IU Expand, it might be because you have to reset your IU account if you have made one previously. To do this, contact UITS.
If you're having trouble applying a promo code, try clearing your cache in your web browser. If the problem persists, contact hands@iupui.edu.

List of common services/platforms:

Zoom

Zoom.iu.edu – For IU users

Zoom.us – For external users

Zoom is an online conferencing platform that we use during meetings, trainings and services to host discussions, presentations, and provide modeling of techniques.

The process of signing up for Zoom is very simple (and the basic plan is free). Just go to zoom.us/signup.
No. If you are joining a meeting as a participant you do not need to create a Zoom account. However, some features, like creating a meeting or updating your profile, are only available with an account.
You can join a meeting one of two ways,
  1. Click the link emailed to you when you're ready to join the meeting OR
  2. Go to join.zoom.us and enter the meeting ID that was emailed to you
Note: Sometimes, the link will send you to a big blue button prompting you to sign in as a meeting host. Instead of clicking the button, select "Join Meeting as an Attendee" listed directly below the blue button. This will then lead you to a new blue button, prompting you to launch meeting and/or enter the passcode. For more information on joining a Zoom meeting, check out the HANDS in Autism Zoom User Guide
If you are unable to view other member's screens or videos during a Zoom meeting, you may need to first try restarting your computer. If the problem persists, you will want to clean your disk. To clean your disk,
  1. Type "Disk Cleanup" in the search box on the taskbar of your computer.
  2. In the pop-up window select all the items you want to "clean up" or delete
  3. Select "Run Cleanup" or "Ok"
  4. If problem persists, restart your computer
If your reception is regularly going out while on Zoom, we suggest moving closer to your router, if you use WIFI. Another solution would be to simply turn off your camera.

To see more frequently asked questions or submit your own, visit the Zoom User Guide.

Contact HANDS@iupui.edu with further inquiries or trouble accessing Zoom.

Canvas

Canvas.iu.edu

Canvas is a Learning Management System (LMS) administrated by Indiana University. You will need to create a Guest Account with IU before you can participate.

This pdf contains instructions to walk through the process of setting up an account and getting added to the relevant course. If you have completed the steps in this PDF but still are unable to log in to canvas, please contact the UITS Support Center to ask for the IT support via chat, phone, or email.

  • If you're having trouble logging in to your IU Guest account, it may be because the account was disabled or not properly activated.
  • If you've forgotten your IU Guest Account password, you can change or reset your password by following these step by step instructions.
  • If the problem persists or if you have other questions regarding you IU Guest account, contact UITS Support directly by phone at 812-855-6789 or 317-274-4357, or email at ithelp@iu.edu
If you can't access a module, it might be because you have to reset your IU account if you have made one previously. To do this, contact UITS.

Contact HANDS@iupui.edu with further inquiries or trouble accessing Canvas.

Padlet

Padlet.com

HANDS uses Padlet as a collaborative online pasteboard during some meetings and workshops to provide downloads and links to Google Documents and Surveys to help with discussion and activities.

The Padlet is usually organized into columns that are organized by topic, with a title of the column at the top. You can click on individual items to open them (links, pdfs, images, etc.), or leave comments on them.

You will be given a link to the specific Padlet you will be using, before or during the meeting.

Google Docs

Drive.google.com

Sometimes we use Google Docs, or Google Slides to offer a collaborative and interactive experience during services and meetings. Most items should not require a Google Account login, however you may find it helpful.

If you are not logged in, any changes you make to a document will be made anonymously and you will not have a way to return and view the document at a later time.

Microsoft Teams

Microsoft.com/microsoft-teams

Microsoft Teams is a communication platform we often use for team facilitation & collaboration. When utilized, you will be sent a direct email link as an initial step. Microsoft Teams can be accessible through a guest account (any non-IU user), but guests will be required to accept the invitation in the email message prior to gaining access to the team. Learn how to accept an invite and join a team as a guest here.

To learn about all the features of Microsoft Teams visit kb.iu.edu/d/bfaw.

For IT support, trouble shooting, and general inquiries contact UITS 24/7 chat support.

If you do not have a Microsoft Account, you will be prompted to create one upon receiving the email invitation to join a Team.
  1. Click "Open Microsoft Teams" in your email invitation
  2. Hit next to confirm your email
  3. Create a password
  4. Verify your email
  5. Review permissions and accept
Watch the video tutorial here.
If you've been signed out and can't remember your password,
  1. You may need to first try resetting your password. Select "Forgot Password?" in the sign in menu and go through the steps to create a new password.
  2. If you're unable to reset your password, there are a number of steps you can take before submitting a recovery form. Try clearing your browser history/cache or signing in on a different internet browser. If you already have an existing MS account through your workplace (e.g., the same one as you use to sign into your MS Office 365), log in using it
  3. If you still can't access your account, you can begin filling out an account recovery form through Microsoft. Go through all the steps before doing this by following the link below.
For more detailed instructions, click here.

Contact HANDS@iupui.edu with further inquiries or trouble accessing Teams.

Surveys

You may be asked to fill out a survey before or during a meeting. These will be hosted by RedCap, Qualtrics, and Alchemer. RedCap and Qualtrics are HIPAA compliant.

Polling

Mentimeter.com, PollEverywhere.com

To make events interactive, HANDS uses live polling to capture the feedback and thoughts from participants. Poll Everywhere and Mentimeter are two common poll websites we use.

To participate, HANDS will provide either a text link or a picture of a QR code that you can read with your phone’s camera.

Email

All forms of communication begin with email. If you do not have an IU email, messages may come in your inbox as ‘encrypted’ with the subject line beginning with “[Secure Message]…”. To view the email, you will need to download and open the “securedoc” attachment and enter your password. However, if you have not previously opened a secure email from IU in your email, you will need to follow the steps below for new users.

Common issues with opening a secure email:

If this is your first time opening an encrypted message through IU's secure message system, you will need to register your account. To do this follow these steps or visit this link for more detailed instructions:
  1. In the email sent to you, download and open the "securedoc" attachment to your computer. It will open in your web browser.
  2. Confirm that in the "To:" field is your email that received the secure message
    1. If your correct email does not display, click "My address is not listed" and then "Submit"
    2. Verify your email address and hit "Submit"
  3. Click "Register" (or if using a web-based email, i.e. Gmail, it may read "Open" instead of "Register")
  4. You will be directed to a new user registration form. Fill out all fields, including your name, unique password, security phrase, etc. Do not use your IU passphrase, if you have one,  as your password.
  5. Click "Register"
  6. To complete the registration process, you will receive a separate email to confirm your account. Open the email and click "Click here to activate this account". You should see a confirmation message that the registration was successful.
  7. To open the original email, see the next drop-down
You can only open a secure email if you've completed the registration process with IU's secure email system (CSEES). If you have not done this, see the previous listed drop-down. If you just recently did this, you may need to refresh the page, then follow these steps:
  1. In the email message, download and open the "securedoc" attachment to your computer. It will open in your web browser.
  2. Confirm that your correct email address that the message was sent to appears in the "To:" field (if it doesn't, see the next listed drop-down)
  3. Enter your password you created when you registered, and click "Open" to view the encrypted message.
  4. You can now reply to the message within the secure tool.
If your email address does not appear in the "To:" field:
  1. Select "Address not listed" in the dropdown "To:" field
  2. Insert your email address that the message was sent to in the new "Your address" field
  3. Click "Submit"
For more detailed instructions, click here.