Eliminating Common Student Help Desk Queries
The first point of call for any CloudDeakin queries for students is eSolution’s HelpDesk.
Monday to Friday: 8am-8pm, weekends: 11am-5pm
|Internal phones 888|
Geelong 03 5227 8888
Melbourne 03 9244 6888
|Warrnambool 03 5563 3888|
Off campus 1800 463 888
International +61 3 5227 888
What eSolutions HelpDesk cannot assist students with?
Staff should be aware that eSolutions HelpDesk staff cannot assist with queries from students relating to content or assessment settings. The following are common queries from students where HelpDesk cannot assist with and have advised that the student contacts the lecturer/unit chair. It should be noted that most of these issues can be eliminated by contacting a staff member in Learning Innovations to have your unit setup checked before trimester starts:
- Dropbox not showing/unable to submit to dropbox
This may be because the dropbox hasn’t been setup for the current trimester or the restriction dates have not been set correctly. The dropbox also might have selective release applied which eliminates certain students from accessing the dropbox.
- Cannot access group assignment dropbox, user in incorrect group for group assignment
Students cannot un-enroll themselves from groups, they need to inform the unit chair who will need to do this for them.
- Cannot view Turnitin student report
The UniStart site is where students should be heading to check their originality reports. Originality reports for active units are not displayed to students.
- Turnitin Grademark Comments not appearing for students.
If marking assignments via Feedback Survey in Turnitin, marking staff need to put a number in the grade otherwise, students won’t see comments. Additionally, if the release date of the Grademark date is in the future, students will not see comments.
- Late submissions allowed but the dropbox is closed
There are two settings that unit chairs can set in the dropbox to enable late submissions. The “Due Date” is for when the assignment is due. The “End Date” enables students to submit after the “Due Date” and up until the “End Date”; the system makes these submissions as “late” and provides the date/time that they were submitted. If late submissions are not accepted by a unit chair students should be notified.
- Lecture slides/notes not showing
Sometimes content is set to draft whilst unit chairs are setting up their units. This needs to be set to “published” for students to access/view content.
- Incorrect links to Bb Ultra/Deakin Video/DeakinAir
Unit chairs should check/test the setup of Blackboard Collaborate Ultra and DeakinAir/Video links before making their unit site available for students. Links do not roll over from one trimester to a next, you need to reset these each trimester. For assistance with rolling content over, please contact the Learning Innovations Team.
- ‘Access Denied’ message appears for students and other staff members when opening a video in DeakinAir
Unit chairs should check to make sure the video they want others to access is set to ‘Unlisted’ or ‘Published’ in DeakinAir. If the video is uploaded and the privacy settings are not changed to ‘Unlisted’ or ‘Published’ an ‘Access Denied’ message will appear for other users. The default setting is ‘private’
- Unit chair/Lecturer published assignment/quiz results but students can’t see their grades
The corresponding grade item in the grades area has a hidden option which needs to be “unchecked” so that students can view their grades.
- Staff/Students are unable to locate older recordings in Blackboard Collaborate Ultra
Recordings made early in the trimester aren’t appearing. Staff/students need to select ‘Recordings in a Range’ and specify the date. By going back several months, any old recordings should be visible in the list of available recordings.
Unit chairs should contact BL-LearningInnovations if they need assistance solving any of these issues for their students.