Student Assistance Request

1. Student current status

   What is your student status? *

    Active student

    Returning student

    Alumni

    Withdrawn student / canceled enrollment

2. Student's reason for assistance

   What do you need help with? *

    Sign-in issue

    Issue with LMS / Classes

    Problem with Tech Kit

    Student website / portal issue

    Problem with software / program

    Physical hardware issue

    Laptop's proof of purchase

    Other problem

   Which sign-in issue do you have?

    Need to reset password

    Need to update phone number

    Remove Microsoft Authenticator

    Authenticator code issue

    Access denied

    Blocked for suspicious activity

    Other login issue

   Which LMS / Class issue do you have?

    Missing classes / incorrect classes

    Incorrect profile information

    Other LMS / Class issue

   Which software / program problem do you have?

    No Adobe access / license

    Adobe login loop issue

    Outlook email issue

    Program is malfunctioning

    Software code not working

   Which student website / portal issue do you have?

    CV Portal issue

    Connect site error

    O'Reilly website access denied

    LinkedIn Learning account issue

    Issue with personal information

    Other website / portal issue

3. Student solution

   Contact Support Team

   For immediate over-the-phone support with your issue, please contact the Support Team by calling the number below:

   844.349.3456

   Reset password

   To change your password and regain access to your account, please closely follow the instructions in the support article linked below:

   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=145

    

    

   After following the steps in the article above, do you still need assistance?

    Yes

    No

   Update authentication methods

   To change the authentication methods on your account, please closely follow the instructions in the support article linked below:

    

   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=397

    

    

   After following the steps in the article, do you still need assistance?

    Yes

    No

   Physical hardware support

   IMT doesn't offer support for physical hardware issues, but your device comes with support from the manufacturer.

   Please use the information below to contact the manufacturer of your device:

    

   Apple:

   Your device comes with Apple Care Support, you can contact Apple directly using this link:

   https://support.apple.com/contact

    

   Alienware:

   Your device comes with support, you can contact Dell directly at this number: 1.800.254.3692

    

   MSI:

   Your device comes with a 3-year warranty, you can contact MSI directly using this link:

   https://www.msiproservice.com/

    

    

   Thank you for using the IMT assistance form.

   You may now close this page.

   Have a great day!

   Escalate to Registrar's Office

   Please contact the Registrar's Office for further assistance with your issue.

   You can reach out to the Registrar by using the contact information listed below:

    

   Email: registrar@lafilm.edu

   Phone Number: 323.769.2490

    

    

   After contacting the Registrar's office and receiving assistance, do you still need IMT assistance with this issue?

    Yes

    No

   Escalate to DC Helpdesk

   Please contact the Distribution Center (DC) Helpdesk for further assistance with your issue.

   You can reach out to DC by using the contact information listed below:

    

   Location: 6353 Sunset Blvd. (Building 2, 4th Floor)

   Hours: Monday – Friday: 8am – 5pm PST

   Email: dchelpdesk@lafilm.edu

   Phone Number: 323.769.8769

    

   Thank you for using the IMT assistance form.

   You may now close this page.

   Have a great day!

   Escalate to Instructor / Support

   Please reach out to your instructor for a list of programs that you have access to in your current class and for further assistance with your software issues.

    

   You may also use the support page link below to directly contact the product support team for your software:

   Software Support Page

    

    

   After contacting your instructor or a product support team, do you still require assistance with this issue?

    Yes

    No

   Adobe Creative Cloud support

   Please ensure you meet the program and time requirements for Adobe Creative Cloud access by reviewing the support page below:

   Adobe Access Support Page

    

   If you require access to Adobe Creative Cloud early, please reach out to your instructor to request access on your behalf.

    

   Thank you for using the IMT assistance form.

   You may now close this page.

   Have a great day!

   Adobe login loop support

   Please follow the steps in the Adobe support article below to troubleshoot your issue:

   https://helpx.adobe.com/download-install/kb/fix-licensing-error-205.html

   Afterward, reboot your computer and attempt to log in to your Adobe account again.

   If prompted by Adobe for the option of either your 'Personal account' or 'Company or School account', please select the 'Company or School account' option.

    

    

   After following these steps, do you still need assistance?

    Yes

    No

   Outlook email support

   Please use the support articles below to obtain assistance with accessing Outlook on your device:

    

   Accessing Microsoft Outlook online:
   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=379

    

   Adding your email account to iOS:
   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=375

    

   Adding your email to the Microsoft Outlook app on macOS:
   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=382

    

   Adding your email to the Microsoft Outlook app on Windows:
   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=378

    

   Adding your email to the Microsoft Outlook app on Android:
   https://helpdesk.lafilm.com/front/helpdesk.faq.php?id=376

    

    

   After reviewing the articles above, do you still need assistance?

    Yes

    No

   CV Portal support

   If you're having issues signing into the Student CV Portal, please remember your username for the Student CV Portal is the username portion of your email, without the @lafilm.edu portion, and the password is the same as your email password.

   For example, if your student email is e.student@lafilm.edu, then your username for the CV Portal would be e.student.

    

   If you're experiencing a server error, like the one shown below:

   

   Please carefully type this URL into your browser then press enter: https://cvportal.lafilm.edu

   This will take you to the CV Portal homepage where you can choose the Student Portal option and then sign in using your student credentials.

    

    

   After following the steps above, do you still need assistance?

    Yes

    No

   Connect website support

   Please carefully re-type the following website URL into your browser URL bar: https://connect.lafilm.edu then press enter.

   This should reload the website and allow you to sign in.

    

    

   After following the steps above, do you still need assistance?

    Yes

    No

   Temporary account reactivation request

   Access to your account may be prevented because your student account is not in an 'Active' or 'Graduate' status.

   You may request a temporary 2-week extension by submitting an escalation ticket.

   Cannot accommodate request

   According to the provided information, you have already received a one-time temporary 90-day extension for your account.

   At this time, we cannot accommodate your extension request.

    

   Thank you for using the IMT assistance form.

   You may now close this page.

   Have a great day.

   Your issue has been resolved

   Thank you for using the IMT assistance form.

   We're happy we were able to help you resolve this issue.

   You may now close this page.

   Have a great day!

   Submit escalation ticket

   Please fill out the requested information below and we will investigate this issue further.

4. Ticket information

   Please enter your first name: *

   Please enter your last name: *

   Please enter your Los Angeles Film School student email: *

   Please enter the email address that was provided to you by the LA Film School, it should end with @lafilm.edu.

   Date of birth *

   Please enter your date of birth in this format: YYYY-MM-DD

   Preferred method to be contacted: *

    By phone / Zoom

    By E-mail

   What time zone are you in? *

    Eastern Time

    Central Time

    Mountain Time

    Pacific Time

    Alaska Time

    Hawaii Time

    Other

   What is the best time range to contact you? *

   Please give us a time or time range when it is best to contact you.

   Do you want another person to receive updates about this ticket as well? *

    Yes

    No

   Please enter the email of the other person you want to receive updates:

   Please enter an up-to-date phone number: *

   Please enter your most current up-to-date phone number.

   Please do not include the 1 or +1 in front of your phone number.

   If you have an international phone number, please enter the full number in the ticket description.

   Are you an on-campus student or online? *

    On-campus

    Online

   If possible, please enter your student number:

   Please enter your student number: *

   Please enter your personal email: *

   Please do not enter an email address that was provided to you by the LA Film School in this field.

   Please describe your issue: *

   Please provide as much information about your issue as possible so we can try to resolve it quickly.

   Your answer must be at least 80 characters long before you can submit it so we can thoroughly investigate your issue.