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Frequently Asked Questions

You can find the answers to many of your questions below:

General/Admissions

Q: Is there one help desk number that I can call to get answers to the various questions I have regarding Troy University?

A: Students and prospective students may call 1-800-414-5756 or e-mail ask@troy.edu to get answers to questions concerning the many different functional areas of Troy University.


Q: What degree programs are offered online?

A: To view the degree programs we offer visit our degree programs page. Currently, we do not offer the teacher degree program. Students interested in teacher degree program should contact the College of Education at 334-670-3546. Students interested in completing courses to maintain teacher certification may be able to meet those requirements with courses available online.


Q: Does Troy University offer Nursing Degree Programs and courses online?

A: Yes. However these programs are handled specifically by the Nursing Department. Although the nursing department has distance learning education courses online they are not at all related to eTROY. This is the only online program not related to eTROY. Contact Crystal Bishop in admissions at 334-241-8631 or send an e-mail to ask@troy.edu.


Q: I have enrolled in an online course what step is next?

A: First visit the Schedule of Classes page then select the appropriate schedule of classes. Then scroll the course list for the class you enrolled. Click on the course number to view the Term Course Outline.


Q: What do I do about purchasing textbooks?

A: Please visit the How to Order Textbooks page and complete a book voucher or proceed directly to the virtual bookstore. Then select the appropriate term. Select eTROY graduate or undergraduate and then select the courses you are enrolled in and follow the remaining steps.


Q: When are students actually given access to their courses after registering online?

A: It is up to each individual instructor to make their courses available to their students, but courses should be made available no later than the day before classes actually begin.


Q: What is failure to meet SAP?

A: Failure to meet Satisfactory Academic Progress (SAP): denied Financial Aid due to either low GPA, low pass rate, or the student has exceeded the maximum amount of hours without getting a degree. You can appeal this decision if you were experiencing extenuating circumstances and can provide supporting official documentation. For more information on the denial go to: the Financial Aid page and click on Policies.


Q: Do I have to complete one of the graduate exams to enter a graduate program with eTROY?

A: Yes. Students may enter the program for one term without a test score on file but must have a test score on file by the end of their second term (18 weeks) to continue courses with eTROY.


Registration/Web Express/e-mail Account

Q: What is my User ID and Password on the Trojan Web Express?

A: First you must go to the TROY homepage and select Trojan Web Express. Then you must select students. In Trojan Web Express it will indicate that your initial password (PIN) is the First initial (capital) + Last initial (lowercase) + 8 digit birthdate (MMDDYYYY). You will be asked to enter a new password.


Q: My registration will not go through on the Trojan Web Express, what do I need to do?

A: The registration link is also available on the eTROY Forms page. Complete registration form and submit. It will then go on to an advisor for manual registration. You will receive a confirmation upon completion by e-mail.


Q: What do I do if I cannot drop or withdraw using the Trojan Web Express?

A: To drop a course or withdraw visit the eTROY Forms page. On the Online Forms page locate the link to the appropriate form. If you still have questions, please call the 1-800-414-5756 for assistance.


Q: How do I access my e-mail account?

A: Visit our the TROY homepage and select e-mail. Enter your User ID and your password (Should be your date of birth Example: 03261975)


Drop a Course

Q: If I tried to drop a course within refund period outside of office hours, now the deadline has passed, why should I be penalized and what can I do about it?

A: You can submit an online drop or withdrawal form that will be time dated and stamped, as these are approved by the date submitted. You can also send an e-mail to your advisor as e-mails are time dated and stamped as well and will show your attempt to drop or withdraw during the refund period. To drop a course visit the eTROY Forms page. On the Online Forms page locate the link to the appropriate form. If you still have questions, please call the 1-800-414-5756 for assistance.


Technical Support/Blackboard


Q: How do I access Blackboard?

A: Visit eTROY homepage and select "Blackboard". You will not be able to access Blackboard or e-mail until you have been registered for a course for at least 24 hours. Enter your User ID (the User ID is the same for Web Express, Blackboard and e-mail) and Password. Your password should be the last four digits of your Social Security Number. You should see your course on the right under "My Courses".


Q: I am a Troy University student but I do not have access to Blackboard. Why?

A: Only students who are currently enrolled in courses using the Blackboard system will be able to login to the system. Once a student enrolls in course using Blackboard he/she will have access to the system. This includes students who may have previously taken courses through Blackboard.


Q: I just registered for online courses, but I cannot login to Blackboard, what do I need to do?

A: It can take up to 24 hours for a student’s registration to process and be transferred to the Blackboard System. As soon as Blackboard system receives the registration information the student will be able to login. If a student still cannot login after 24 hours, they should verify their registration through Trojan Web Express or contact their advisor.


Q: I am having problems remembering my password for Blackboard. How can I get my password?

A: For password information go to the eTROY homepage and select "Blackboard", click on "Forgot Password?" and follow the instructions to receive your password information. The password will only be sent to the student’s TROY e-mail account. If the student receives an error message when clicking on the link e-mailed to them, this is an indication they are disabled within the Blackboard system because they are not currently enrolled in courses.


Q: What do I do if on the first day of the term my instructor still has not made my course available?

A: If a student finds that their online course is still not available on the first day of class, they should contact etroyqc@troy.edu or call 1-800-414-5756. You will need to give the name of the course and the instructor and to find out the status of the course.


Q: How can I review the syllabus for the course before it is available in Blackboard?

A: Students can go to the eTROY homepage and click on the "Schedule of classes" and then select "Undergraduate or Graduate" class schedule.


Q: I am having problems communicating with my online instructor. Who can help me get answers to my questions?

A: Any time a student has a problem with an instructor within a course he/she should contact TROY Global Campus Student Services at 1-800-414-5756.


Q: I just completed a term and need to go into Blackboard and check my grades, but it will not allow me back into my previous course, what do I do?

A: Students will only have access to courses for three (3) days following the end of the term. After three (3) days students will have to go to the Trojan Web Express to check their final grades. If student has a question about his/her final grade, he/she will need to contact the instructor of that course. If students are not enrolled for the next term they will lose access to the Blackboard system until enrolled in Blackboard courses again.


Q: I need to register for the upcoming term but do not have access to Blackboard. What do I need to do?

A: Students do not register for the upcoming term through the Blackboard system. To register for online courses, students need to go to Trojan Web Express.


Q: I went into my personal information within Blackboard and changed my e-mail address, but it keeps changing back to my troy.edu e-mail address. What do I do?

A: The Blackboard system has been set to default back to students' troy.edu e-mail accounts. The student's TROY e-mail account will be the only e-mail account instructors will have to communicate with students. This policy also applies to GoArmyEd students who use their .mil e-mail accounts.


Q: What do I do if the TROY Network is currently experiencing problems so I cannot get to the Blackboard site to complete my work?

A: It is not necessary to go to Blackboard through the TROY Web site. Blackboard users can log directly into the Blackboard system by going to http://troy.blackboard.com/.


Q: Who do I contact if I am having problems with Blackboard?

A: Users can go to http://helpdesk.troy.edu and submit a ticket for help. The Educational Technology team is available seven days from 7 a.m. until 8 p.m. M-F and 8 a.m. until 8 p.m. during the weekends to assist users through the ticket system.


Military


Q: Do military students, spouses, and/or dependents receive a discount on tuition?

A: Active duty service members, National Guard and Reservists using military TA are eligible for the military scholarship if enrolled in online, undergraduate courses. The scholarship reduces tuition to the current maximum TA cap of $250. Military spouses and dependents, as well as graduate students are charged currently published, non-discounted tuition rates.


Q: How do I get a SOCAD Student Agreement?

A: Your SOCAD Student Agreement will be prepared and sent to GoArmyEd when Troy University determines that you have satisfied all admission requirements and when your transcripts have been evaluated. Those admission requirements are satisfied when Troy University receives all required transcripts and test scores and when you begin your first term of classes with Troy University.


Q: Is there a deadline for submitting my agreement?

A: Your Student Agreement must be sent to GoArmyEd by the time you complete six semester hours with Troy University or nine semester hours at another college or university. If GoArmyEd does not receive your Student Agreement by the deadline, then GoArmyEd will place you on hold. Being on hold means that you will not be allowed to register for classes.


Q: How often is my Student Agreement updated?

A: Unless you change your degree plan, GoArmyEd will not update your Student Agreement because it is a static document that was not designed to be an academic advisement report. Instead, GoArmyEd designed the Degree Progress Report to help you keep track of your academic progress. So, it is the Degree Progress Report that GoArmyEd periodically updates as you advance towards completing your degree requirements.


Q: Where can I find my Student Agreement and my GoArmyEd Degree Progress Report?

A: To locate your Student Agreement and you Degree Progress Report, please log into your GoArmyEd portal account. Then go to "My Virtual Education Center" in the portal; then click the "Before You Enroll in a Course" link; and then "View Student Agreement/Degree Progress Report" link. Finally click the "View Student Agreement" link under the "SOCAD Student Agreement/Documented Degree Plan" category to see your Student Agreement; and click the "Launch Degree Progress Reports" link, which is located under the "Degree Progress Report" category, to see your Degree Progress Report.


Q: When I examine my Student Agreement, what should I look for?

A: Focus primarily on the courses that are listed in the Student Agreement because your degree-program requirements will mainly consist of those courses. Also, check to see which of those courses you have been given credit for. Although the Student Agreement will not be updated, please keep in mind that it was designed to serve as a snapshot of the courses and credit hours that have been initially applied towards your degree requirements.


Q: What is an eFile Student Agreement and how do I get one?

A: Your Student Agreement will be in the form of an eFile document if your GoArmyEd designated degree plan is "other degree plan." So, if your degree plan is designated "other degree plan," Troy University will directly upload your Student Agreement/Documented Degree Plan to your GoArmyEd portal account. Please keep in mind that if your Student Agreement is in the form of an eFile, you will not have access to the GoArmyEd Degree Progress Report. Also, please note that your Student Agreement will not be uploaded to the GoArmyEd portal until you have satisfied all Troy University admission requirements. Those admission requirements are satisfied when Troy University receives all required transcripts and test scores; and when you begin your first term of classes with Troy University.


Q: If my Student Agreement is in the form of an eFile document, is there a submission deadline?

A: Your eFile Student Agreement must be uploaded to the GoArmyEd portal and then reviewed and approved by an education counselor by the time you complete six semester hours at another college or university. If your eFile Student Agreement has not been reviewed and approved by the deadline, then GoArmyEd will place you on hold. Being on hold means that you will not be allowed to register for classes.


Q: If my Student Agreement is in the form of an eFile document, where can I find it?

A: To locate your eFile Student Agreement/Documented Degree Plan, please log into your GoArmyEd portal account. Then, click the "eFile" tab, which is located near the top of the page and to the right. Then, click on the icon labeled "SOCAD Student Agreement/Documented Degree Plan (the icon will usually represent a PDF, Notepad, or Word Document.)."


Q: How can I find out who the contact person is for GoArmyEd if I have questions about my Student Agreement or GoArmyEd Degree Progress Report?

A: If you have any questions regarding your SOCAD or your GoArmyEd Degree Progress Report, please contact Jonathan Lockhart at jlockhart43354@troy.edu

 

Last Updated: 11/25/2014

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