Frequently Asked Questions

What are the results of the Continuity of Instruction Plan?

By March 23, the plan had produced tangible results, as the Alamo Colleges faculty completed remote-ready training and began teaching remotely. In response to conversations with and data collected from faculty, the Alamo Colleges District established a number of resources, training sessions, and discussions to support faculty throughout the Colleges. The work completed from March 24 until the end of the Spring 2020 semester is summarized in an infographic that illustrates the dedication to support faculty.

Do I have to use Canvas?

Yes, Canvas should be the primary means of grade sharing and communication after initially setting up your Zoom sessions. See the Remote Ready Boot Camp materials for more information.

Where can I go for help with technology?

Contact Us

District Helpdesk Information

210-485-0555 (Option 4)

Out of Town Students
866-493-3947 (toll-free)



College Helpdesks Information

San Antonio College Helpdesk

St. Philip's College Helpdesk

Palo Alto College Helpdesk

Northwest Vista College Helpdesk

Northeast Lakeview College Helpdesk

Hours of Operation

Monday—Friday 8 – 12 a.m.

Saturday 9 a.m. – 9 p.m.

Sunday 11 – 12 a.m.


Caller Checklist

When calling, please have the following information readily available:

  • Last four digits of SSN
  • Date of Birth
  • Banner ID
What resources have been created to help me teach remotely?

Please visit the resources page to view the support documents and learning experiences created for you.

Do I have to use Zoom?
  • Zoom and Canvas are the required tools for instruction during the temporary closure as approved by all Vice Presidents of Academic Success.
  • No change is needed for instructors who are already teaching online.
  • Faculty members teaching a hybrid course may transition to Zoom or online.
What is Zoom-bombing? How do I stop it?
  • Zoom-bombing is when uninvited attendees show up in meetings and deliberately try to derail it.
  • Sharing a Zoom meeting link in a private setting like Canvas is a strong deterrent.
  • If Zoom-bombing happens there are many actions a host can take. Two simple solutions for the host are: (1) to mute attendees using Manage Participants or (2) to share their own screen to override the screen share of any attendees.
  • Zoom-bombing help
How can I transfer a Zoom video from my hard drive to cloud storage?

Unfortunately if it was saved to your device, your best bet would be to upload it to YouTube using a private channel so that it can’t readily be accessible to anyone. Once it is saved to your device, you will not be able to resave it to the Zoom cloud (unless you record the recording again and save that to the cloud). It is best practice to always save to the cloud for all recordings.

Why can’t my student see the polling question?

Here is information on the polling tool. Students should make sure that the Zoom windows are maximized to ensure they can see the poll on their device.

Why isn’t my microphone recording sound in my Zoom videos?

When you start a meeting, click on the arrow next to the microphone icon. In the pop-up menu, ensure that you have selected the correct device to record your sound (e.g., headset microphone, computer microphone, or other external microphone that is connected to your computer).

I have a student with two Zoom accounts. Which one should he use?

For duplicate Zoom accounts (Zoom, Canvas, Banner, etc.) please email so it can be investigated. We are discouraging students from setting up their own personal Zoom account.

When my student clicks the meeting link, she gets a 503 page error.

The “503 page error” is a server error. Reboot the device and check to make sure you have the latest browsers and check the link before trying again.

How can I get a usage report of who is using Zoom in my department?

Department Chairs can reach out to Alamo Colleges Information Technology Services for additional support.