For students, your primary sources of help are the ITSS Help Desk and the instructor of your course.

For instructors, the ITSS Help Desk is often the place to start when you have a question.  If your question involves course content or design then it may be referred to the Centre for Lifelong Learning.

ITSS Help Desk || 8:00am - 4:30pm || 566-0465 || helpdesk@upei.ca


GENERAL QUESTIONS 


Q: How do I access Moodle?
A: Go to http://moodle.upei.ca - Enter your UPEI network username and password to log into Moodle. (It’s the same username and password that is used to access the email and campus computer network). Note that you enter your username only, and not your complete email address; e.g. if your username is jdoe enter just jdoe not jdoe@upei.ca


Q: I forgot my username and/or password for Moodle or I do not know what it is, what do I do?
A: Have your ID number and PIN handy and go to the UPEI Campus Login page, https://secure.upei.ca/cls/login.html. There you can choose the “Network Username” option and reset your password. If this fails you can contact the ITSS Help Desk.


Q: How do I login to Moodle?
A: See “How Do I access Moodle?” above


Q: I can log into Moodle but I don't see my course(s)?
A: For students, log into the UPEI Campus Login page https://secure.upei.ca/cls/login.html and make sure your courses show up there. If they do not, contact the Registrar’s Office. If the courses do appear in Campus Login then contact the ITSS Help Desk.

For faculty, contact the ITSS Help Desk.


Q: How do I update my profile in Moodle?
A: Click on your name at the top of the page and then click on the ‘Edit Profile” tab.


Q: How can I change my email address in Moodle?
A: Edit your email address in your profile. Click on your name at the top of the page and then click on the ‘Edit Profile” tab. Enter a new address in the field labeled email address.


Q: I don't seem to see some of the information that other students say they can see in my Moodle course, what do I do?
A: Contact the instructor. If the instructor says you should be able to access the material then contact ITSS Help Desk. They can check and let the instructor know if something is hidden  that should not be.


Q: Are there specific browser configurations required or recommended for Moodle?
A: Any modern web browser will work with Moodle. It is recommended that Javascript be enabled.


Q: Where can I get more help with Moodle?
A: When in doubt start with the ITSS Help Desk.


STUDENT-SPECIFIC QUESTIONS

Jump To: General Questions | Student-Specific Questions | Faculty-Specific Questions


Q: I am having other problems logging in, who do I call?
A: Contact the ITSS Help Desk for assistance


Q: What do I do if I can’t upload a file to my instructor?
A: Contact the ITSS Help Desk for assistance


Q: What do I do if my computer crashed during a test?
A: Restart your computer and go back to the Moodle course and relaunch the test. You should be able to start where you left off. If you have further issues and cannot complete the test you should inform your instructor. The ITSS Help Desk cannot give you extra time to complete a test or a second try to complete a test without written permission of your instructor.


Q: How do I access Moodle on my iPad (or other mobile device)?
A: Launch the mobile Safari web-browser and go to http://moodle.upei.ca - Mobile Safari is mostly compatible with Moodle but you may experience some issues. It is not recommended to take a test (quiz) in Moodle on a mobile device due to reliability issues with mobile Internet access.


Q: What is the best browser to use with Moodle?
A: Any modern web-browser will work with Moodle. It is recommended that Javascript be enabled.


Q: Why can I not see my grades?
A: The instructor has hidden the grades. Contact your instructor for more information.


Q: The gradebook isn’t working as I want it to do. Whom do I contact?
A: General inquiries can be made to the ITSS Help Desk. Complex gradebook setups may be beyond the scope of the Help Desk and will be dealt with on an case-by-case basis.

Q: My issue isn't listed here. How do I get help?
A: Contact the ITSS Help Desk for assistance.

Q: How do I change my password?
A: Have your ID number and PIN handy and go to the UPEI Campus Login page, https://secure.upei.ca/cls/login.html. There you can choose the “Network Username” option and reset your password. If this fails you can contact the ITSS Help Desk.


Q: When will my Moodle course be accessible to me/my students?
A: Moodle courses are available mid-semester for the following semester. For example, September courses are available before the start of August. January courses are available mid-October etc. If you require earlier access to a course contact the ITSS Help Desk. This will be dealt with on a case-by-case basis.


Q: How do I add another instructor/TA to my course?
A: Go to the ‘front page’ of your course. Click on the Assign Roles link in the “Administration” block on the left side of the Moodle course page. On the next page click the ‘Role’ you wish to assign. (Teacher for full access, non-editing Teacher for grading assignments or student). Then you can search for the person you wish to add. Highlight their name and click the left arrow button in the middle of the page.


Q: How do I delete/add students?
A: You do not delete students, course enrollment is maintained automatically based on data from the Registrar’s Office. If you have a student that you feel should not be in your course first make sure they do not appear in your class list on the Campus Login page. If they do not you can follow the instructions in the previous question. When you get to the student page find the name of the student you wish to remove on the left, click on it to hightlight the name and then click the right arrow button in the middle of the page to remove the student. (You can also remove other roles this way. Be care to not remove yourself or you will no longer have access to the course. If you do this contact the ITSS Help Desk to have your access reinstated.)


Q: My course won’t be taught again for 2 years, will it be available until then?
A: Courses are maintained live online for a 1 teaching year period. You should backup your course (Click the backup link in the “Administration” block in your course) and keep it in a safe place if you wish to use the content in the future.


Q: Will the resources/activities I have added to my course automatically to the next course?
A: No but you can import from the previous teaching year or restore from a backup.


Q: Can I chat with my students using Moodle? How?
A: You can chat with your students using the “Chat” activity for a real-time synchronous discussion. For asynchronous discussion you should use the Forum activity.


Q: Is my course backed up? How often?
A: The Moodle server is backed up daily but you should perform your own Moodle backup periodically to prevent loss of content. Anytime you make major changes to your Moodle course that you could not easily replicate quickly you should create a new backup.


Q: I can not access my old courses. How can I access them?
A: If they are older than one year you should have a backup of your own to restore to Moodle. If it is a course from 2008-2010 you can contact the ITSS Help Desk to get the backup file.


Q: How do I change the number of weeks / topics in my course?
A: Click the the “Settings” link in the “ Administration” block and click on the “Number of weeks/topics” dropdown. Set it to the number you require, scroll to the bottom of the page and save.


Q: The grade book is not working right. What should I do?
A: Contact the ITSS Help Desk for assistance.

Q: How can I track what students (and ASSISTANTS/TAs) are doing in the course?
A: Click on the reports link in the “Administration” block on the left side of your course. There you can choose what user to track and other options.

Q: How do I manage groups and groupings in my course?
A: These links will take you to information on the moodle documentation website: Groups -- http://docs.moodle.org/19/en/Groups  Groupings -- http://docs.moodle.org/19/en/Groupings

Last modified: Wednesday, 6 June 2012, 02:12 PM