Technical help

Q

Why do I need to login a second time to access my online unit?

A

This is a known issue with the portal. A solution is being worked on.

Q

Can I have 2 different online units open in a browser at the same time?

A

No - this is not possible.

Q

Do I need to check that my browser is set up to access an online unit?

A

Yes, to make sure your browser is ready, go to Browser Tune-up Page.

You can also check your browser is validated for use with CE 6 by clicking the link Check Browser at the top right hand corner of the My LMS page.

Q

How can I check my version of Java?

A

For Windows users

click Start then Control Panel
check for the Java icon

If there is no Java icon, download and install Java on your computer.

Q

Why are unit which I have withdrawn from listed on MyLMS page but not on the My Units page in MyMurdoch?

A

You have been denied access to the online unit and will not be able to access it from the MyLMS page. A unit continues to be listed on MyLMS until the results for all students are finalised. It will then be removed from your MyLMS page.

The MyUnits page displays units in which you are currently enrolled  or which you completed in the previous teaching period and can access for 45 calendar days after the end of the teaching period.

Q

If I go to MyLMS page why are old units still listed?

A

When you complete an online unit or withdraw you are denied access to the unit. The current practice is to remove student data from an online unit when the unit is set up for the next iteration of the teaching period. This is being reviewed.

On the MyLMS page all your unit are listed but you are denied access to those which are no longer current.

Your MyUnits page in the portal is the authoritative source for all your online units.

Q

Why do I continually get a browser check pop up window appearing?

A

Your Java version and/or browser are not supported - see above.

Q

What is a pop-up blocker?

A

Pop-up blockers work in the background while you browse the internet. When they detect a pop-up window that may be an unwanted advertisement, they automatically close the window. This can prevent the learning management system from performing properly.

Q

How do I disable pop-up blockers?

A

Pop-up blocking functions are included in some anti-virus, internet security, personal firewall, and browser programs. Disable the relevant setting in the program or set the LMS server as an allowed site. Programs that have pop-up blocking functions include the following.

• Safari
• Mozilla browser
• Netscape browser
• Firefox browser

To disable pop-up blockers:

Internet Explorer

• select Tools pull-down menu
• select Pop-up Blocker

• select Turn-Off Pop-up Blocker

Firefox for PC

select Options, then Content tab, then either

• untick Block Popup Windows
  

or

• select Allowed Sites and paste in the url for the Learning Management System

Firefox for Mac

• select Preferences then Content tab and follow instructions as above

Safari for Mac

• use Command+k key combination to toggle the pop-up blocker on or off

Other software

• Search your hard drive for any software with "pop-up" in the name. Disable it or set the LMS server as an allowed site

Q

Why does nothing happen when I click on the link to a file?

A

This could be due to having pop-up blocker set on for your browser. In some browsers the link opens as a new window and you are given the choice of opening or saving the file.

See below for instructions on disabling pop-up blockers.

Q

When uploading files the Get Files button is not working properly or the My Computer Applet fails. What should I do?

A

Select the link Click here to select files individually
Click Browse to find the file
Select the file
Click OK

Q

When I click the "New" link in discussions all new messages are displayed. When I reply to a message the pop-up window disappears and the messages are no longer shown as new

A

The 'New' message view provides a compiled message view of all of the new messages for all topics, or the individual topic selected and so will mark all viewed messages as read. If instructors and students prefer to read the messages individually and respond as they go, they should enter the topic and use the bold new message indicators and the All/Unread toggle to view only unread messages.

'New' also has a different meaning to 'Unread'. New messages have been posted since your last visit, whereas unread messages will keep that status until you view them.

Q

Why can't I access, download or print a file in my online unit?

A

There are a number of reasons why this may happen:

1. The file is too large.
   
   Action: contact your Unit Coordinator

2. The link to the file is broken because the file has been  moved or no longer exists in the online unit
   
   Action: contact your Unit Coordinator

3. The file has downloaded without you realizing
   
   Action: check your desktop  or downloads folder
   
   
4. Can't view PDF's in Safari 3.0 or 3.0.4 browser on a Mac
   
   Action: The following is taken from: http://shimshak.iblogget.com/2007/11/07/view-pdf-files-in-safari-3/ [accessed March 14, 2008]

1. DELETE the AdobePDFViewer.plugin from the following TWO locations: Harddrive/Library/Internet Plug-Ins. AND Users/"user name"/Library/Internet Plug-Ins.
   
   
2. Now open Adobe Acrobat and go to Preferences. In the Preferences window, select Internet in the list on the left side. A list of options will show up. Check the box Display PDF in browser using: and in the drop down menu, select your version of Acrobat. Then click on OK.
   
   
3. Still in Acrobat, click on Help in the menu bar and select Repair Acrobat Installation.
   
   
4. In the window that comes up, check the box Adobe PDFViewer Safari Plugin. Then click on Continue and a fresh version of the PDFViewer plugin will be installed.
   
   
5. That should be it. Now fire up Safari and open up a PDF file.

Q

Why do I see the "New" icon for discussions when there are no new messages?

A

This is a known system "bug" which will be addressed in an upcoming version of the Learning Management System.

Q

How do I create a zip file (zipped compressed folder)?

A

In the Murdoch labs

• Open My Computer
• Select the h: drive
• Right click, point to New, and then click Compressed (zipped) Folder
• Type a name for the new folder (your student number for the assignment perhaps), and then press Enter
• To add files to a zipped compressed folder:
• Open My Computer, and then locate the compressed folder.
• Drag files to the compressed folder to compress them.

PC Users

- Create a new folder
- Move all files to the folder
- Right click the folder
- Select Send To
- Select Compressed (zipped) folder

The zip file has the same name as the folder

Mac Users

- Create a new folder
- Move all files to the folder
- Control/Click the folder
- Select Create Archive of

The zip file has the same name as the folder

Q

Why is the Turnitin homepage displayed when I click the link to Turnitin in my online unit?

A

This is an issue with the browser.

• For Internet Explorer and Firefox: Make sure that the option to accept cookies from 3rd parties is enabled, or add an exception to accept cookies from www.turnitin.com. (you will find these settings in your browser preferences.)
• For Safari: Change your browser preferences to accept all cookies.

You will also need to clear your browsers cache/temporary internet files once you have changed these settings. See instructions here.

Q

"Error session already running"

A

As this is due to a "bug" with single sign-on you need to logout and start again.

Q

"Error on Page" when adding an attachment to a discussion message or an assignment?

A

This could be due to a number of causes. The first step is to Check your Browser

If the problem continues:
Ensure the file is not open in another program eg Word
If using Internet Explorer browser, ensure that the Display a notification about every script error option is not checked:

• In Internet Explorer, from the Tools menu, select Internet Options
• Click the Advanced tab
• Scroll down and uncheck Display a notification about every script error
• Click OK to save your changes

Check for spyware or deceptive software on your computer

Check your version of Java as described above

Q

"Error uploading file - Success 99999999999"
or
"Error uploading file - Unknown proxy type HTTP" when uploading a file

A

Instead of trying to upload the file directly from My Computer click the link "Click here to select files individually"
Browse to find the file
Select the file and click OK
The file will be uploaded

Contact IT Service Desk (9360 2000) and ask for your version of Symantec (anti-virus) software to be updated.

Q

"You do not have access to this Learning Context. Please click this link to return to 'myWebCT'" when trying to access an online unit.

A

This problem can be fixed by clearing the temporary internet files saved by your internet browser. Instructions for how to do this are as follows:

In Internet Explorer 6

• Click Tools, then Internet Options
• Click 'Delete Files' button.
• If there's a checkbox called 'Delete all offline content', put a tick in it. Click yes.
• When this is done, click OK to close Internet Options

In Internet Explorer 7

• Click Tools, then Delete Browsing History
• Click Delete Files button
• Click Yes
• Close Delete Browsing History window

In Firefox

• Click Tools, then Clear Private Data
• Make sure that at least the Cache box is ticked. Click 'Clear private data now'.

Once you have done this, close all of your internet windows, then open a new one and try accessing your online unit again.

Q

"WebCT Powerlink Error" when attempting to create a Turnitin assignment

A

Each new Turnitin assignment must have a unique name. Ensure the new assignment has a different name from any listed in the inventory