Contacting support
What to include so a problem can be diagnosed the first time.
Before you report it
- 1Retry once
Transient failures and rate limits both resolve on retry, and they are the majority.
- 2Establish the scope
One user or everyone? One course or all of them? One screen or the whole application? This single answer changes the entire diagnosis.
- 3Check the obvious linkage
Missing course usually means section membership or a section link. Empty course usually means unpublished materials.
What to include
- The exact time, with timezone. Logs are searched by time.
- The address of the page, not a description of it.
- Who it affects — one named account, or everyone.
- What you expected and what happened.
- Whether a retry worked. This distinguishes rate limiting from a real fault immediately.
- A screenshot where the problem is visual.
What counts as urgent
Report immediately
Anything that affects an assessment in progress — a live exam failing to load, a timer behaving unexpectedly, attempts not submitting. These have a deadline that cannot be moved, and the cohort is sitting in a room.
Everything else — a generation failure, a wrong mark, a missing material — is important but has a working alternative in the meantime.
Things you can resolve yourself
- Password resets — your administrator, immediately.
- Missing enrolment — your administrator, through sections and rostering.
- A wrong mark — your teacher, through override.
- An unpublished material — your teacher, on the lesson’s Materials tab.
- A failed generation — retry it; it resumes rather than restarting.