FAQs: Technical Queries
Here are answers to some of our most common questions:
How does the tracking system work?/I finished an assignment, why didn’t I get a checkmark?
There are two kinds of tick boxes – the ones that mark off automatically, like on quizzes and video presentations; and the kind that only your facilitator can tick, like on discussion forums and journals. So, if you know that you’ve posted in a forum or submitted a response but you haven’t gotten a tick, don’t worry – it just means that your facilitator hasn’t had a chance to read it yet.
· I I’m getting too many emails, what can I do?
We strongly discourage participants from turning off emails, as many of these are essential for keeping up with the course. The best option is to change your email settings to provide you with one email each day that summarizes everything that happened in the course, known as a daily digest. To do this, mouse over your profile picture, then Preferences, then click on User. On this screen you can select Forum preferences and select the digest type you’d like to receive.
The videos are taking a long time to load
Unfortunately there isn't much we can do about this. If you're noticing that your internet is slow in general, you might consider contacting your service provider and making a complaint. In the meantime, when you open a video you can click on play, and then pause it and allow it to load for a few minutes. After it loads a little bit you should be able to watch it without interruption
· I I don’t understand the hangman game/it’s not allowing me to finish
If you’re playing the hangman game and have been given a multi-word answer, the system thinks of a Space as a letter. You can guess a space by selecting the underscore “ _ “ character from the available letters.
Can I download a video to view it offline?
No, all of the content in our online environment is copyrighted, either by AFABC or by a third party who has licensed it to AFABC. For this reason, sharing and distribution is not allowed.
Can I get a transcript of this video?
Not at the moment, but this is a feature that may be possible in future AFABC online courses.
I’m not able to access an activity or resource.
If you’re having difficulty opening up an activity or resource, ensure that you’re using the most recent version of your web browser, and clear your cache (instructions for Internet Explorer, Mozilla Firefox, And Google Chrome). If the activity still won’t open, contact a member of the support team.
If the activity is crashing in the middle of the activity interactive video you may need to adjust your flash settings on your browser.
Here is a simple video guide on how to do this: https://www.youtube.com/watch?v=9x1ugRuAaQA
NOTE: Mac users running OSX 10.6 (Snow Leopard) with Safari 5.1 - there is a known issue that prevents pdf documents from displaying correctly. Please either use a different browser or contact a member of the support team if you are having this problem.
I completed a SCORM activity, but when I pressed submit nothing happened.
This is a known issue with certain operating system/browser combinations. But don't worry: if you were able to click next/submit on the last slide, your responses are definitely saved, even if the Thank You slide does not display. If you are concerned that your responses might not have gone through, please contact a member of the support team who will be able to confirm receipt.
A video/audio clip isn’t playing.
If you’re having difficulty playing a media file, ensure that you’re using the most recent version of your web browser, that you have the most recent version of any required plug-ins, and clear your cache (instructions for Internet Explorer, Mozilla Firefox, Safari, and Google Chrome). If the media still won’t play, contact a member of the support team.
I’ve checked an activity off on my checklist, but my gradebook doesn’t show 100% completion.
By checking off an activity on your activity checklist, you are notifying your facilitator that it is ready to be marked, as well as maintaining a list for yourself. Your facilitator will then read your submission and mark it as complete. Please be patient, as your facilitator likely has many assignments to mark.
Which web browser should I use?
Our online platform is compatible with all popular web browsers, but we recommend either Google Chrome, Internet Explorer, or Mozilla Firefox. Whichever browser you use, ensure that it is the most recent version.
Note: If you are using Internet Explorer 11 there is a compatibility issue with editing text in Moodle. Please contact a member of our support team for help fixing this.
Some images are not loading
If you access a page and images fail to load (they might appear as boxes with x's in them), this is likely a moodle issue and you should send an email to a member of our support team who will be able to correct this.
Why am I not receiving email notifications?
There are a couple of reasons why you might not be receiving email notifications. The first thing you should do is check your profile, and ensure that your email is correct and that you subscribe to discussions you post in. Then, look at your messaging settings (in the side bar, right below “edit profile”) and make sure email notifications are ticked for everything you want. If that doesn’t work, check your spam filter. If none of this works, try using another email address.
I’m having a technical problem not listed here, what should I do?
If you’re having a technical problem that you are unable to solve, please contact a member of the E-Learning support team by clicking on the “Support” link in the top bar. Please include your cohort, the name of the activity or resource you’re having difficulty with, and the web browser you’re using.