Common problems and how to solve them

Somebody cannot see a course or class

Work down this list in order. The cause is almost always one of these, and they are listed with the most common first.

1. 1

   Step 1. Check the person is enrolled on the batch. Open Enrollments and filter by their name.

2. 2

   Step 2. Check the course is published. A draft course is invisible to students.

3. 3

   Step 3. Check the batch has sessions in the timetable.

4. 4

   Step 4. Check their account is active on the Users screen.

5. 5

   Step 5. Check they hold the right role. A person with no Student role is not a student.

A screen looks empty

• A filter is still set from last time. This is by far the most common cause. Clear the search box and set every filter back to 'Any'.
• Some screens need a batch or course chosen first. Grade book, Performance, Transcripts and Assignments all show nothing until you choose one.
• A date range is excluding everything. Clear From and To on the Timetable.

Somebody cannot sign in

1. 1

   Step 1. Ask them to check Caps Lock and type the password again slowly.

2. 2

   Step 2. Open Security and look at Locked accounts. Too many wrong attempts locks an account.

3. 3

   Step 3. Check the account is active on Users.

4. 4

   Step 4. Confirm they are using the right username. It is often an email address, but not always.

The times are all wrong

Times are stored the same way for everybody and shown in each person's own timezone. If they look wrong to you, open My account and check your timezone. It is written at the top of the dashboard too.

A student's result looks wrong

1. 1

   Step 1. Open the Grade book, choose the batch and the student, and look at Entries. A missing or mistyped entry is the usual cause.

2. 2

   Step 2. Check the grading scheme is active and its weights are what you expect.

3. 3

   Step 3. Check how the scheme treats work with no mark yet. Unmarked work counting as zero drags results down.

4. 4

   Step 4. If the transcript disagrees with the grade book, it was generated earlier. Generate it again.

A guardian or manager cannot see their student

Being a parent, or working at the same company, grants nothing on its own. There must be an explicit link: Guardians for a guardian, Manager assignments for a corporate manager. Check the link exists, and that both people hold the right role.

You changed something and nothing happened

• A new role has no permissions until you grant them.
• A new grading scheme is inactive until you activate it.
• A new course is a draft until you publish it.
• A new quiz is unpublished until you publish it.
• An announcement outside its date window is stored but not shown.

When to ask your technical team

Some things are not fixable from the console. Take a screenshot of Operations and describe what you did, if:

• Pages fail to load or show an error message you cannot act on.
• Automatic importing is switched on but never runs.
• The system is very slow for everybody at once.