FREQUENTLY ASKED QUESTIONS

(STUDENTS/PARENTS)
Tip: For desktop/laptop user, press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

MOST FREQUENTLY ASKED QUESTIONS

https://tinyurl.com/SOUL-FAQ-S

1. Where can I get information about?

● Activation/Login details of SU Email & mySOUL and mySOUL System
Requirements
● mySOUL YouTube tutorial, User guide, Contacts:
○ http://su.edu.ph/mysoul#1592469926031-eca479c4-ecc9
● Enrolment Flow:
○ http://su.edu.ph/mysoul#1592469835890-8777b017-fffd
● Admission Schedule and Requirements:
○ http://su.edu.ph/mysoul#1592469458622-299a5da2-5ca3
● School Fees, School Calendar, others:
○ http://su.edu.ph/mysoul

2. How to activate my mySOUL account?

You will need your SU Email Address to activate your mySOUL account. Your email
address and default password are found in your mySILLIMAN. If the SU email details are
not found in your mySilliman, email mis@su.edu.ph to get your login details. Click here
to view and download the steps.

3. How to activate my SU Email (juandelacruz@su.edu.ph) account?

Click this link for the procedures.

4. Can I use mySilliman login details or Student ID for mySOUL?

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 FREQUENTLY ASKED QUESTIONS
(STUDENTS/PARENTS)
Tip: Press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

No. mySilliman is a portal to information and services of Silliman University. To know

more about mySilliman, contact the MIS office at mis@su.edu.ph or call at (035)
4226002 local 346.

5. Can I use my other email account in logging in to mySOUL?

No. Only the official SU email address (juandelacruz@su.edu.ph) is acceptable in
mySOUL.

6. I am a college/graduate school student, but until now, I could not see my subjects in
mySOUL. What should I do?
All virtual classrooms will be visible on your account 2 days before the first day of
classes. For late enrollees, virtual classrooms will be available within 24 hours from the
time your mySOUL account is activated and you have been officially enrolled in
mySilliman. This also applies to late enrollees and schedule modifications.

7. Some of my virtual classrooms are now viewable but I have missing virtual classrooms,
what should I do?
Check your schedule in mySILLIMAN and compare it with mySOUL virtual classrooms.
Take note that virtual classrooms are updated every 24 hours. If there are missing virtual
classrooms, email at mysoul@su.edu.ph. please click here.

8. My subjects are still pending for approval from my adviser. What should I do?
Email your department. Fill-out this form.

9. I want to know the status of my enrollment. What should I do?

Email your department. Fill-Fill-out this form.

10. I have questions like enrollment procedures and flow, admission requirements,
courses offered, scholarships, school fees, school calendar, and directories, where can I
get the information?
Download the mySOUL user guide at this link. Click here to view mySOUL YouTube Tutorial.
 FREQUENTLY ASKED QUESTIONS
(STUDENTS/PARENTS)
Tip: For desktop/laptop user, press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

Click here to view the information. You can also chat/email with our staff. The chat box is
found at the lower-right corner of the computer screen.

11. What is mySOUL?

mySOUL, powered by Open LMS, formerly a Blackboard brand, is the official learning
management system (LMS) of Silliman University. It is an all-in-one web-based software
application for classroom organization, management, tracking, and monitoring. It is
capable of organizing offline (asynchronous) activities like assignments. Likewise,
mySOUL is capable of conducting real-time (synchronous) activities like video
conferencing. It is accessible at https://soul.su.edu.ph.

12. What are the hardware, Internet speed (bandwidth), and browser requirements of
mySOUL?
The following computer system specifications are the minimum requirements for taking
online courses at Silliman University through mySOUL. These requirements also apply to
all the components of mySOUL, including video conferencing tools like BigBlueButton,
Zoom, Google Meet. If your resources permit, get the recommended specifications for
better browsing, downloading, uploading, and video conference experiences. Click here
for the minimum and recommended specs.

13. Do I need a computer for the entire duration of ODL in Silliman University?
Yes. ODL in Silliman University supports flexible learning. Generally, the resources and
activities of the virtual classrooms are designed for desktop and laptop operations. A
mobile app is also downloadable preferably for viewing of resources; submitting
assignments and similar activities is best done with a desktop or laptop.

14. Is there any preferred browser in using mySOUL?

For best performance, use Mozilla Firefox (v. 50 or higher) or Google Chrome (v. 54 or
higher). We recommend having multiple browsers on your computer for two reasons.

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 FREQUENTLY ASKED QUESTIONS
(STUDENTS/PARENTS)
Tip: Press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

First, this will allow you to switch quickly in times of browser-related issues. Second, this
will help you or our technical support in ruling out problems in your browser.

15. Do I need an enrollment key to register in a virtual classroom?

No. You can view your enrolled subjects in mySOUL 2 days before the first day of classes.
For late enrollees and added subjects, you can see your enrolled subjects after 24 hours
(College) and 48 hours (SBE) from the time you are officially enrolled.

16. How to download the mobile app of mySOUL?

The minimum operating system specification is Android 9 for Android phones/tablets
and iOS 12 for Apple products. Using your mobile device, go to Google Play (for Android)
or App Store (for iOS) and type Open LMS. Download the app. Once downloaded, input
mySOUL's address https://soul.su.edu.ph. Input your SU Email login details.

17. Is it necessary to download the mobile app of mySOUL?

With the mySOUL mobile app, you can learn wherever you are, whenever you want,
with these app features: a) easily access course content - browse the content of your
courses, even when offline; b) connect with subject participants - quickly find and
contact other people in your classes; c) keep up to date - receive instant notifications of
messages and other events, such as assignment submissions; e) submit assignments -
upload images, audio, videos, and other files from your mobile device; f) track your
progress - view your grades, check completion progress in courses, and browse your
learning plans; and g) complete activities anywhere, anytime - attempt quizzes, post in
forums, and more - both online and offline.

18. I forgot my username or password for my SU email, mySilliman or MS Office 365. What
should I do?
For username and password concerns please email oss@su.edu.ph, or you can click
here.

Download the mySOUL user guide at this link. Click here to view mySOUL YouTube Tutorial.
 FREQUENTLY ASKED QUESTIONS
(STUDENTS/PARENTS)
Tip: For desktop/laptop user, press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

19. I forgot my username or password for mySOUL. What should I do?

mySOUL user access is SU Email authorization. It means that you will need your SU Email
to access mySOUL. So, if you forgot your SU Email account details, please email
mis@su.edu.ph, or you can click here.

20. How can I contact the SOUL Office?

● Chat. For desktop/laptop users, the chat box is found at the lower right corner of
your computer screen. For mobile users, go to https://tinyurl.com/SOUL-mCHAT
● Call at (035) 4226002 local 417 or our mobile number at 09552818224.
OFFICE HOURS: (8:00 - 12:00; 2:00 - 5:00 pm Mondays to Fridays)

21. mySOUL page keeps on loading, I am stuck at the login page, or I cannot access
mySOUL. What should I do?
1st: Check your internet connection. You can try checking your internet speed at
https://www.speedtest.net. Take note that the recommended speed is Broadband
(high-speed) Internet connection with a speed of 4 Mbps or higher. If your connection is
fine, go to the 2nd option.
2nd: Switch to another browser. Use Chrome or Mozilla. We recommend having multiple
browsers on your computer for two reasons. First, this will allow you to switch quickly in
times of browser-related issues. Second, this will help you or our technical support in
ruling out issues in your browser. If this does not work, do the 3rd option.
3rd: Check your browser. Make sure it is updated. For best performance, use Mozilla
Firefox (v.50 or higher) or Google Chrome (v. 54 or higher). You can go to this link for the
steps in updating your browser. If this does not work, do the 4th option.
4th: Clear the cache of your browser. Click this link for the procedures.
5th: Email the web administrator of mySOUL at mySOUL@su.edu.ph.

22. It seems that mySOUL crashes and mySOUL has bugs, is it possible?
mySOUL is powered by Open LMS, formerly a Blackboard brand. Our provider maintains
the webserver (hosted in Amazon Server) and program codes. We subscribed to the fact

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(STUDENTS/PARENTS)
Tip: Press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

that Open LMS has over 1,400 clients and 4 million active users worldwide. Click here to
read more about its performance and availability. To troubleshoot, please refer to
Number 2.

23. I have some concerns about my classes like submission, taking quizzes, etc. What
should I do?
Contact your teacher through email or send a private message to him/her in SOUL,
which can be found at the lower-left corner inside your virtual classroom. You may need
assistance from your Department Chairperson or Program Coordinator. Click here for the
contact details.

24. I have questions about a quiz (taking a quiz, submitting a quiz, scores, among others),
what should I do?
Instructors use quizzes to assess your mastery over course content and objectives. Your
answers are submitted for grading, and the results are recorded in the Gradebook. You
can view your grades when your instructor makes them available to you. Read this link.
You can also send a private message to your teacher.

25. How to track, mark and manage virtual classroom activities?

Activity completion allows you to track your work in a course. Manually mark activities
as you complete them. Your instructor can also set specific conditions you need to meet
before an activity automatically gets marked as complete. Read this link.

26. How do I see my grades?

You can find your grades in several places. You choose where you want to check them!
Read this link. Your final grades are posted and can be viewed in your mySilliman.

27. I have a question about the use of mySOUL. Where can I view the procedures?

Download the mySOUL user guide at this link. Click here to view mySOUL YouTube Tutorial.
 FREQUENTLY ASKED QUESTIONS
(STUDENTS/PARENTS)
Tip: For desktop/laptop user, press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

Go to SU Virtual Library in your MY COURSES. The “how-to” steps of mySOUL are posted
under the STUDENT CORNER tab. You can also download the ebook of the tutorial
including the YouTube tutorial at this link.

28. Can I still view my virtual classrooms in the previous semester?

No. By default, virtual classrooms of the previous term are not visible to students.
Contact your teacher if you need to comply with your INCs. He/she can give the
instructions on what, how, and where to submit your work.

29. How to avail of FREE Microsoft Office 365?

Email mis@su.edu.ph for your Office 365 account. Go to http://su.edu.ph/freeoffice365
to view the procedures. This is only available for bonafide students of Silliman University.

30. I have concerns about my enrollment (conflicts, add/drop, accomodation). What

should I do?
Go to http://su.edu.ph/mysoul for the information. You can contact the Office of
Registrar and Admissions at 035-4226002 loc 245. You can also email them at
ora@su.edu.ph. You can also ask for assistance from your department. Click here for the
contact details.

31. What is asynchronous delivery?

Asynchronous delivery is online communication synchrony where students and teachers
are not online in mySOUL at the same time. Students perform activities, read, and
download resources, and communicate with teachers and classmates at their own time
within the time frame set by the teacher. Examples of asynchronous activities include
watching recorded lecture videos, assignments, private messaging, open forum,
scheduled group work, case studies, term papers, other performance-based activities
that can be performed with or without the Internet at their own pace. In this teaching
delivery, students are not required to log-in in mySOUL during the class schedule. On the
other hand, teachers are expected to log-in during their class schedule to monitor
student progress, check assignments, review scores, grade essays, and other forms of

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 FREQUENTLY ASKED QUESTIONS
(STUDENTS/PARENTS)
Tip: Press CTRL F then type the word/s to search | For more info: http://su.edu.ph/mysoul

assessment, respond to messages, adjust/modify resources, and activities, among

others. Teachers must deliberately design asynchronous activities with less screen time
among the students.

32. What is synchronous delivery?

Synchronous delivery is online communication synchrony where students and the
teacher are online in mySOUL according to the class schedule. Students perform the
activities within the class schedule. Examples of the synchronous activities are video
conferencing (oral recitation, reporting using file/screen-sharing, demonstration,
group-work using break-out, document-sharing) and chat (by class or by grouping),
scheduled exam, among others. In this teaching delivery, students are required to log-in
in mySOUL during the class schedule, and attendance is checked. Teachers are expected
to log-in during their class schedules.

33. What are some tips and strategies for attending online classes?
Click Success as an online student | Taking online exam | Attending Web Conference
Session | Internet Safety | Online Etiquette

For more information, go to https://su.edu.ph/mysoul

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Download the mySOUL user guide at this link. Click here to view mySOUL YouTube Tutorial.