This page outlines current known issues with TELT Systems and recommended workarounds.
Moodle
If you are experiencing an issue with Moodle that is not listed below, please contact us.
For assistance with workarounds, please refer to our help guides for staff and students.
| Issue | Workaround | Date Updated | Status |
|---|---|---|---|
| Video playback in Moodle on Safari for Mac displays as dark and pixelated. Believed to only affect videos uploaded to theBox in Moodle via the Moodle Media button. | Use another browser. Firefox recommended. | 27/03/2018 | Blackboard are investigating on ticket # 03111019 |
| Video playback in Moodle on Chrome for Mac displays a "corrupted" error message when the timeline slider is utilised to advance the playback. Believed to only affect videos uploaded to theBox in Moodle via the Moodle Media button. |
1) Do not use the timeline slider to advance the video 2) Use another browser. Firefox recommended. |
27/03/2018 | Blackboard are investigating on ticket # 03111022 |
| Moodle Quiz activity: Text and Icons overlap each other in quiz questions | No workaround | 22/03/2018 | Blackboard Ticket #03084803 - fix currently being tested |
| H5P fails to save content states: H5P activities will not save student's attempts during completion of an activity. Any responses/activity completion data will be wiped out if the webpage is refreshed or closed during the session. | Please ensure any H5P sessions are completed is done so without refreshing or closing your browser. | 22/03/2018 |
Blackboard Ticket #03085879 This is a limitation with H5P. |
| Moodle course overview - performance issues when users are enrolled in a large number of courses as an instructor | Don't enrol in courses unless you are an instructor in that course. Administrative users can access course without enrolling. | 12/03/2018 |
Moodle HQ are working on performance improvements MDL-61384 and MDL-55611 |
| HTML Editor - Insert Moodle Media Slider does not work: When inserting a video via the Insert Moodle Media button, staff/students can control the size of the video using a slider. The slider is not currently working, the video instead defaults to one size. | You can instead set the video size by clicking the "show html" button, denoted by <> in the menu, and then change the height/width pixels to your desired preference. Note, if you enter a pixel size which isn't in the correct ratio, the player will load a video player in the correct ratio as close as it can to what you entered | 26/02/2018 | Investigated by Blackboard. Ticket #03078505 |
| Moving inserted videos in Moodle from theBox: Within 'settings', if you click the option to move the content, upon the page refreshing, the media player generated changes and displays larger in size. | A manual refresh of the browser is required before the appropriate media player is generated and displayed in its new position. | 26/02/2018 | This is not currently planned to be fixed. If experienced please refresh the browser as per the workaround. |
| Teaching Assistant Role: Role updates in UNSW3-305 have removed Teaching Assistants ability to modify Course Resources and Activities. | Users with an Instructor role are unaffected and can add/modify/delete resources and activities. | 14/02/2018 | TA role permissions are being reviewed by Blackboard. Ticket #03092962 |
| theBox video transcoding notice missing: When uploading a Video to theBox instead of observing a message that the video is still transcoding, a progress indicator is displayed with no message on the status. | Refresh the page in a few minutes time. Once complete the progress indicator disappears. | 28/02/2018 |
Blackboard have been asked to investigate the cause. Ticket #03070409. A fix is anticipated for mid-March. |
| User Synchronisation Issue (myUNSW / Moodle): There is currently an issue affecting the synchronisation of staff and students from myUNSW to Moodle for Semester 1 2018 courses. Anyone who already had access won't be affected. | No Workaround. | 08/02/2018 | Blackboard have implemented a fix which will be deployed in the February Moodle release. Issue will be resolved on the 15th February. Ticket #03061498. |
| Safari - Embed Codes: When using Safari and adding media content in Moodle using Embed Codes, the page will reload and not display the media player. | If using Safari, a refresh of the page will be required after inserting the media item, for the media player to be generated. | 03/01/2018 | Investigated by Blackboard. Ticket #465392 |
| Share codes for MP3: Adding MP3 content in Moodle using Share Code's from theBox will not generate a working media player. | Insert MP3 content from theBox via embed code instead | 03/01/2018 | Investigated by Blackboard. Ticket #465516 |
| Moodle Player Issues: Videos inserted in Moodle from theBox via the "Insert Moodle Media" may in some cases, cause older content to auto download. | Insert content into Moodle using theBox embed codes | 28/02/2018 | Developers are aware of this issue and are working to apply a fix as soon as possible. For more information, please contact TELT. Tickets #03050612, #03055364 & UNSW-378. |
| Workshop & UNSW Workshop: Students’ assessment marks are not computed correctly when using comparison against the best assessment. | 1) Make use of the tool for submission marks only. This is done by hiding the assessment mark in the gradebook. OR 2) Manually enter the peer assessment marks as overrides. The overrides must be done in the Gradebook – either by direct entry in the Grader Report, or as an import (see next issue). Once below issue is resolved, overrides can also be done directly in the workshop activity. |
23/10/2017 | Currently being investigated by Netspot. Ticket #: 413044 |
| Workshop & UNSW Workshop: When an assessment mark is overridden within the Workshop activity (not in the Gradebook), the old mark is still recorded as the grade – i.e. the student sees the old mark only, both in the activity and in the grade book. | Grade overrides must be done in the Gradebook – either by direct entry in the Grader Report or as an import. Note: When using this workaround, the instructor should tell students to disregard the bracketed numbers and the column for assessment marks when accessing the Workshop activity in Closed phase. |
23/10/2017 | Currently being investigated by Netspot. Ticket #: 413044 |
| Gradebook import: xlsx and xml files are not able to be imported. | Export and import .csv files only. | 17/10/2017 | This issue has been reported to Blackboard who are investigating a solution. |
| Course Import / Progress Bar: Importing from a course with multiple progress bar blocks will only result in one progress bar block being imported, the most recently created progress bar block. | There is no current workaround available. | 17/10/2017 | This issue has been reported to Blackboard who are investigating a solution: Ticket number 462956 |
| Moodle Quiz: Editing a close type question after it has been completed by a user can result in the question breaking. This prevents subsequent users from using this question. |
Best practice is to not edit quiz questions after the quiz has become live in your course. If editing a close type question is required minor changes may be allowed but if you see the prompt "I confirm that I want the question to be saved as edited" |
17/10/2017 | Moodle HQ is aware of the issue MDL-52703 but there is no current schedule for a fix to be implemented. |
| Users of the internet service provider 'Belong (Telstra)' are unable to connect to Moodle. | Use a different internet provider if possible, perhaps from the UNSW Campus. | We recommend contacting your internet service provider so that they can identify and resolve the issue. | |
| Choice activity: If you limit the number of responses allowed you receive an error “This choice is full and there are no available places” (MOOD-5522) | Do not limit the number of responses to the choice activity. | 14/11/2017 | Currently a known issue. Moodle HQ tracker issue: MDL-56881 |
| OU Wiki: images and other media inserted in heading text in sections causes an error when clicking on "Edit section" link | Highlight the image or media that has been tagged incorrectly and set back to paragraph formatting before saving. | 9/11/2017 | This issue has been reported to Blackboard. Ticket #463947 |
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Embeded videos: Users are able to play an embedded video even when there are
restrictions in place for an activity/resource.
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Manually hide the restricted activitie/resource that require restrictions. | 27/10/201 | This issue has been reported to Blackboard. Ticket #: 463501 |
| Embeded theBox videos: Some embeded videos from theBox display shake when added using the Moodle Media button when using the Chrome browser. | If staff log in directly to theBox and access the embed code for a video then this can be added as html code anywhere the Moodle text editor is available. | 17/10/2017 | The issue has been reported to our developer to develop a fix. |
| Moodle is intermittently unresponsive: Staff/students may intermittently experience Moodle activities/resources being unresponsive. For example, a section may not expand/collapse when clicked on, or a threaded forum may not open. This is believed to be related to javascript. | Please refresh your webpage, as testing has confirmed that this issue is intermittent and will usually be resolved. | 23/10/2017 | This issue has been reported to Blackboard. Ticket #: 455843 |
| Advanced Forum: The reset table preferences button does not stick (MOOD-4389). | Manually show the column again rather than clicking the reset table link. | 23/10/2017 | This issue has been identified by Moodle and is being looked at under MDL-41730. |
| Moodle File/Folder: Users get a "Can't find server" error in Moodle when trying to access a file or folder. | The issue is sporadic. Click the file or folder again. | This issue has been reported to Blackboard. Ticket #: 448597 | |
| Moodle Media Collection: When using group mode within an assignment collection the settings to restrict the number of "Maximum galleries" does not work as intended. | There is no current workaround available. | 17/10/2017 | This issue has been reported to Blackboard to develop a fix. Ticket #: 448253 |
| Moodle Media Collection: When using a media collection with the settings to allow students to create an unlimited number of galleries student will be unable to add any galleries at all. | There is no current workaround available. | 17/10/2017 | This issue has been reported to Blackboard to develop a fix. Ticket #: 448253 |
| Forum activity: When clicking Show parent in a forum, all posts in the forum are marked as read. | There is no current workaround available. | 17/10/2017 | This issue has been reported to Blackboard to develop a fix. Ticket #: 448074 |
| Forum activity: A users personal preference setting "Automatically mark posts as read" does not work correctly for the forum activity, when it is set as a "single simple discussion". Posts are not automatically marked as read and the button to do so manually is not available. |
Other forum types do not have this issue. |
17/10/2017 | This issue has been reported to the developer in Netspot. Ticket #: 438804 |
| Quiz tool: In situations where a quiz contains a mix of manual and automatically graded questions, If changes are made to the multiple choice answers after submissions have been made some attempts will be automatically graded and some will be listed as "Not yet graded" | Attempts that are not yet graded must be done so manually. | 17/10/2017 | Currently being investigated by our developer on Blackboard ticket #: 446067. |
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Media Collection activity: Users are unable to choose files to upload to a media gallery when using Firefox on Windows and clicking the Select your file button. |
Option 1: Drag and drop your file into the uploader instead of clicking Select your file. Option 2: Change the drop-down beside File name to All files. Option 3: Use a different browser. |
Currently being investigated by our developer on Blackboard ticket #: 445853. | |
| Moodle Message menu: The Moodle message menu is not visible when accessed via iOS devices. | Use a supported operating system and browser. | This is an iOS issue that may be fixed through future updates. | |
| Course Grid Format: Grid format is not readable by JAWS screen reading software for visually impaired students. |
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Grid format developer is currently updating the plugin to improve accessibility. Moodle tracker issue: CONTRIB-3240. | |
| Gradebook: When working with the grade book in multiple tabs, filtering the list in one tab (tab 1) can cause problems when entering grades in the second tab (tab 2) as the list filtered in tab 1 has caused updates not reflected in tab 2. | Do not use multiple tabs when working with the grade book. | 17/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-42306 |
| IMS Content Package: Bad URL links in PDF file and HTML page, XSD not displayed clearly in IMS Content package (MOOD-2070) | There is no current workaround available. Avoid linking using anchors within pages and only use the main TOC for navigation. | Currently a known issue. |
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| Search Users: On activities/tools that allow you to search users, the checkbox "If only one user matches the search, select them automatically" does not work. | There is no current workaround available. | 23/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-26363 |
| Quiz: When an Adaptive Mode quiz that allows re-attempts is created the feedback is for the last saved answer, not last submitted/graded. | There is no current workaround available. | 23/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-35325 |
| Turnitin Assignment: Turnitin calculates grades incorrectly when a zero scale is specified. This occurs most commonly where an Instructor sets a task with two parts e.g. one section worth 0 marks and the second section worth 20 marks. In this case, if a marker gives a 0/0 mark for the first section the total calculates incorrectly. | The preferred workaround is not to set assignments or sections of assignments worth zero marks. If there is no alternative to the use of zero marks then do not mark the section that is worth zero marks and the calculation will occur correctly. For example, Student J: (-/0) + 12/20 = 60% (correct) Student C: 0/0 + 12/20 = 300% (incorrect) |
23/10/2017 | We are working with Turnitin and Netspot to resolve this issue either by restricting the number of characters that can be entered when the assignment is created or by increasing the number of characters allowed. |
| Moodle Mobile App: Unable to add audio-only content as student | There is no current workaround available. | This is a limitation of the iOS7 as it does not allow files other than photos or images from the internal gallery. | |
| Moodle Mobile App: White "contents" heading text overlaps underlying interface on iOS7 iPhone 5 | There is no current workaround available. | Currently a known issue by Moodle HQ. Moodle tracker issue: MOBILE-462 | |
| Mobile Devices: No embed code available when accessing YouTube from an iPad (MOOD-2234) | If you need to post videos on YouTube, use a desktop browser. | 24/10/2017 | The mobile version of the YouTube website does not provide access to the embed code. |
| Mobile Devices: Receive a SAML error when trying to use the "Web" icon within Moodle Mobile App (MOOD-2051) | There is no current workaround available. | Currently a known issue by Moodle HQ. Moodle tracker issue: MOBILE-529, MOBILE-113 | |
| Win7 64bit Chrome 30 > Maple TA Activity >Instructor is unable to add a Maple TA activity as the course is not mapped to a Maple TA class via the Maple T.A course tools block (MOOD-2543) | There is no current workaround available. | MapleTA is not integrated with Moodle. | |
| Moodle Mobile App: Horizontal scroll doesn't work properly during grading (MOOD-1996) | Use the mobile theme to grade the assignment instead of the Moodle Mobile app. | Currently a known issue. by Moodle HQ. Moodle tracker issue: MOBILE-640 | |
| iPad4 Safari 7 > Lightbox Gallery - Multiple image upload from Camera Roll & Images Per Page Issue (MOOD-1810) | Rename each file before upload from the Camera Roll. | 24/10/2017 | This is a limitation of the way iOS handles uploads from the Camera Roll as every uploaded file has the name "image.jpg". |
| Mobile Devices: iPad4 Safari 7 > User boxes always say "0 Items" (MOOD-2360) | There is no current workaround available. | 24/10/2017 |
Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-45385 Unresolved |
| Mobile Devices: Audio of SCORM package kept looping at regular intervals, cropping of window displaying SCORM package (MOOD-1925) | The width of the Flash content area should be set between 940 pixels to 960 pixels to fit in landscape mode. | 24/10/2017 | |
| Moodle Mobile App: Unable to complete enrol cohort as a Manager (MOOD-2316) | There is no current workaround available. | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-45999. | |
| Moodle Mobile App: Restore screen missing horizontal scroll (MOOD-2016) | There is no current workaround available. | Resolved in Moodle 2.6. Moodle tracker issue: MDL-39851 | |
| Moodle Mobile App: Unable to edit Legacy Files (MOOD-2041) | There is no current workaround available. | This is a limitation of the Moodle Mobile app. | |
| Moodle Mobile App: Unable to add a cohort as an Manager (MOOD-2356) | There is no current workaround available. | Currently a known issue by Moodle HQ. Moodle tracker issue: MOBILE-574 | |
| Moodle Mobile App: Unable to complete enrol cohort as an Manager (MOOD-2366) | There is no current workaround available. | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-45999 | |
| Voice Podcaster subscription returns blank page (MOOD-2815) | Use an alternative browser. | This issue affects only Chrome 38 on Windows 8 PCs as the Java plugin is not supported. | |
| Error message with custom link setting in Course Menu block (MOOD-2866) | There is no current workaround available. | 24/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: Moodle Tracker issue: CONTRIB-5534 |
| MOOD-2666 Can upload multiple files but only the first will be displayed using an iPad |
Moodle lets the user select which of the multiple files they are uploading is the 'main' file, which is the one shown by default. You need to select the 'main' file if you upload mutiple files in order for the 'main file' to be displayed. If you do not select a 'main' file, Moodle selects one for you automatically. |
24/10/2017 |
Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-25489 Expected behaviour and is not intended to be resolved. |
| Course logs: When attempting to retrieve the course logs for a large course cohort, the page can may time-out. | There is no current workaround available. | 24/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-30212 |
| Error message when accessing SCORM packages using wireless connections as there is a low time-out set for accessing the SCORM resource. | There is no current workaround available. Users may wish to access SCORM packages using a wired connection. | 24/10/2017 | There are discussions on this issue here. |
| YouTube search: When searching for a YouTube video using the Moodle Media button or in a Moodle Media Collection YouTube gallery, it returns a video saying that your device or app is not supported. YouTube is currently changing their technical interface that allows users to access YouTube from other apps such as Moodle. |
To add a YouTube video to your course, navigate to YouTube first and search for your video. Once you have found your video, copy the URL from the address bar (the URL looks like this) and paste this in the editor in your Moodle course or the Youtube URL field in the Media Collection. | 24/10/2017 | Currently being investigated by Netspot. Ticket #: 434466. |
| Cannot load Voice Authoring applet due to Java security settings in the browser (MOOD-3555, MOOD-3557) | Use an alternative browser. | This issue affects Chrome 4X on Windows 7 PC and Safari 9 on El Capitan as the Java plugin is not supported. |
Resolved Issues
| Issue | Workaround | Date Updated | Status |
|---|---|---|---|
| Quiz STACK questions: an error is displayed which prevents creation of new stack questions. Existing stack questions should continue to work as expected. | No workaround | 19/04/2018 | Blackboard resolved this issue ticket #03120599 |
| Quiz STACK questions are i) not displaying correctly and ii) not accepting answers and produce and "invalid answer" error message preventing these questions from being completed. |
i) click the box at the bottom of each STACK question with 'fix dollars' written on it. Save the changes and the variables will display again. ii) There is no current workaround. |
11/04/2018 | Blackboard resolved this issue ticket #03118641 |
| Unable to add files in Lightbox Gallery: The ability to upload files within a Lightbox Gallery Moodle activity is not functioning. | 26/2/2018 | Resolved - Ticket: #03077211 | |
| Moodle Player Issues: Videos inserted in Moodle from theBox via the "Insert Moodle Media" method will allow manual downloading and in some cases, cause content to auto download. | Insert content into Moodle using theBox embed codes. | 19/02/2018 | Developers are aware of this issue and are working to apply a fix as soon as possible. Manual downloading was addressed in the February Moodle release. For more information, please contact TELT. Tickets #03050612, #03055364 & UNSW-378. |
| Adding media on Moodle from theBox using "Insert Moodle Media" method will autoplay in some browsers. | Use an alternate browser (excluding Safari) and add content from theBox using Embed Code instead. | 19/02/2018 | Investigated and resolved by Blackboard as part of the February Moodle release. Ticket #: 03050673 |
| An instructor cannot add iframe embed codes from services such as theBox, Vimeo or Google into activities including Database, OU Blog, Discussion Forum |
Moodle strips out iframe embed codes from multiple activities for security reasons. Not all activities/resources are affected, for example, Page/Label. |
24/10/2017 | Logged with Blackboard for investigation. Ticket #: 440169 |
| Average mean of grades (with extra credit) calculates incorrectly in Gradebook (iPad iOS 9) (MOOD-3638 | This is a limitation with iOS 9. | 24/10/2017 | Logged with Blackboard for investigation. Ticket #: 440220Works |
| Lesson activity: The numerical question type does not display embedded images to staff (preview mode) or students. Rather a broken image icon will appear to these users. | If an image is being used to display an equation, use LaTeX notation if possible. | 17/10/2017 | This issue is known to the developer and is currently being investigated by Netspot. Ticket #: 446835 |
| Media Collection activity: Users are unable to playback audio files when comments are not enabled in the collection. | If there are no course related implications, edit your media collection and enable commenting. | 17/10/2017 | Currently being invested by our developer on Blackboard ticket #: 446345. |
| Web PA activity: Security message displays due to the security certificate expiring | When the error displays ignore this alert and select "Continue to this webpage (not recommended)" in order to access WebPA. | 17/10/2017 | The WebPa security certificate is not being renewed because a new activity is scheduled to supercede WebPA before the end of 2016 |
| Guest access mode: Profile pictures and names are visible to guests viewing tag pages. | If privacy is a concern, avoid adding tags to the interests section of personal user profiles. | 17/10/2017 | This issue is known to the developer and is currently being investigated by Netspot. Ticket #: 444363 |
| Mobile Devices: All SCORM packages viewed on an iPad have their navigation (back/next buttons) cut off by the Moodle SCORM window (MOOD-2198) | There is no current workaround available. | 24/10/2017 | There will be patches for this issue in Moodle 2.6. |
| Turnitin Assignment: There is a 40 character limit on Turnitin Assignment titles. If you use more than 40 characters you may be able to create an assignment but you won't be able to edit details, such as the post date, after creation. | Edit the title and reduce the title to less than 40 charcaters and save changes. Once this has synchronised with Turnitin the assignment will be fully editable again. | 23/10/2017 |
We are working with Turniitn and Netspot to resolve this issue either by restricting the number of characters that can be entered when the assignment is created or by increasing the number of characters allowed. Th elimit has been changed to 255 characters. |
| Forum Posts: Double posts will occur whenever the "Post to forum" button is double-clicked. | There is no current workaround available. | 17/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-41730 |
| Mobile Devices: Unable to enrol users into sandpit using iPad 4 Safari 7 (MOOD-2275) | There is no current workaround available. | 24/10/2017 |
Currently a known issue by Moodle HQ. Error generated but student gets enrolled. |
| Mobile Devices: On creating a note via Participants icon, XMLPRC Error displayed (MOOD-2049) | There is no current workaround available. | 24/10/2017 |
Currently a known issue by Moodle HQ. Moodle tracker issue: MOBILE-533 |
| Editing Section 0: When a course format is set to Topics format section 0 can't be edited due to the edit icon not displaying. | Change the course format to Collapsed topics, edit section 0, and then return the course format to Topics format if necessary. |
17/10/2017 |
This issue has been reported to our theme developer who have develop a fix which will be deployed in the January Moodle release on Weds 18th January. |
| Hidden course section names: When you hide a section within a moodle course, the section name also disappears resulting in confusion if multiple sections are hidden. | If hiding sections, create a label activity with the section name and place it at the top of the section so you know which one it is. | 17/10/2017 | This issue has been reported to Blackboard who are investigating a solution: Ticket number 454371 |
| ATTO editor does not link text to provided URL | There is no current workaround available. | 24/10/2017 | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-45842 |
| Moodle Mobile App: Question Bank issues (MOOD-2031) | There is no current workaround available. | 24/10/2017 | Resolved in Moodle 2.6. Moodle tracker issue: MDL-39851 |
| Moodle Mobile App: Unable to access TinyMCE editor as student (MOOD-2225) |
There is no current workaround to resize the File picker to the screen size. "Choose File" options are limited to only "Take Photo or Video" or "Choose Existing". |
24/10/2017 |
Resolved in Moodle 2.6. Moodle tracker issue: MDL-39851 This is a restriction applied at the operating system level |
| MOOD-2545 Unable to add Maple TA activity | There is no current workaround available. | MapleTA is not integrated with Moodle | |
| MOOD-2544 Unable to add MapleTA assignment | There is no current workaround available. | MapleTA is not integrated with Moodle. | |
| Moodle Chat: When setting to separate groups, chats are now separated by groups. | There is no current workaround available. |
This issue was identified in Moodle 3.1 upgrade testing (451955), however, will not be fixed. If this is an issue for you, please email externalteltsupport@unsw.edu.au. This issue has been resolved the Moodle 3.3 upgrade. |
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| Instructor unable to send an email using Send An Email Immediately functionality using iPad iOS 9 (MOOD-3678) | This is a limitation with iOS 9. Use an alternative browser. | 24/10/2017 | Logged with Blackboard for investigation. Ticket #: 439748 |
| Unable to embed media, add iframe, access Dropbox via Moodle Media button in TinyMCE (El Capitan) (MOOD-3921) | iframes are stripped out from TinyMCE for security reasons. | 24/10/2017 | Logged with Blackboard for investigation. Ticket #: 439066 |
| Unable to add Math equation and select Media Gallery in TinyMCE editor (Win 10) (MOOD-3504) | Use Firefox instead of Chrome | Logged with Blackboard for investigation. Ticket #: 439104 | |
| Instructor unable to change number of chapters in Course Menu block (Win 10) (MOOD-3620) | Use Firefox instead of Chrome | Logged with Blackboard for investigation. Ticket #: 439273 | |
| Empty RSS feed for student (Win 7) (MOOD-3791) | Use Firefox instead of Chrome for better formatting. However, RSS feed is not intended to be viewed in the browser directly. | Logged with Blackboard for investigation. Ticket #: 439945 | |
| Missing icon for Group mode, debugging message displayed when uploading unacceptable file format, cannot uncheck Outcomes checkbox after selection for OU Wiki (Win 10) (MOOD-3576) | Group member information has been moved under activity restrictions. | Logged with Blackboard for investigation. Ticket #: 439500 | |
| TELT Administrators not enrolled in course receive notifications for Certificate (El Capitan) (MOOD-3461) | There is no current workaround.The TELT Admins enrolled at category level inherit additional capabilities. | Logged with Blackboard for investigation. Ticket #: 439443 | |
| "Embed" URL resource loads a blank screen with wrong URL (Win 7) (MOOD-3431) | Browser blocks iframe in another site. | Logged with Blackboard for investigation. Ticket #: 439475 | |
| AGSM EE Administrator unable to enrol a staff member (iPad iOS 9) (MOOD-3966) | This is a pre-existing iOS issue. | Logged with Blackboard for investigation. Ticket #: 439697 | |
| TELT Administrator unable to enrol a staff member (iPad iOS 9) (MOOD-3962) | This is a pre-existing iOS issue. | Logged with Blackboard for investigation. Ticket #: 439698 | |
| Instructor unable to edit Smart Sparrow lesson using iPad (MOOD-3482) | Smart Sparrow's content is developed using Flash which cannot be played on iOS. | Logged with Blackboard for investigation. Ticket #: 439889 | |
| Student unable to access audio using theBox repository from Moodle Media button (iPad iOS 9) (MOOD-3842) | Moodle is providing a URL that first needs a redirect through to theBox (for authentication purposes), and this is preventing iOS from displaying the audio within an html5 audio player - as it doesn't perform the redirect itself. | Logged with Blackboard for investigation. Ticket #: 439954 | |
| Student unable to scroll content and follow links in PDF documents within IMS content package (iPad iOS 9) (MOOD-3722) | This is a limitation with iOS 9 | Logged with Blackboard for investigation. Ticket #: 440009 | |
| Unable to add video using theBox upload and select from iPad photo gallery (local files) (iPad iOS 9) (MOOD-3598) | This is a limitation with iOS 9. | Logged with Blackboard for investigation. Ticket #: 440010 |
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Moodle 3.1 Upgrade
Issues listed in this section are related to the Moodle 3.1 upgrade. We are actively working to resolve these issues with Blackboard.
| Issue | Workaround | Status |
|---|---|---|
| MOOD-4230 Assignment - Group filter list not applied to grading interface. | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 452514 |
| MOOD-4230 Assignment - Grading interface - dropdown to select user sporadically doesn't disappear (in Chrome) and always doesn't disappear (IE11) | When clicking the dropdown, wait until list is populated before clicking user. | Logged with Blackboard for investigation. Ticket #: 452439. Update 29-Dec: This item has been investigated and will not be fixed at this time. Please use the workaround. |
| MOOD-4230 Assignment - Stamp and comment annotations are not fixed to the page (instructor view only). | There is no current workaround. |
This is a known issue with Moodle and is being tracked for fix under MDS-54815. |
| MOOD-4568 Publish as LTI Tool - Missing dropdown options for roles. | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 452127 |
| MOOD-4230 Assignment - Notify student button appearing when it shouldn't be. Note: Notifications are not sent until proper marking workflow is reached. | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: |
| MOOD-4434 theBox videos - Videos added via the TinyMCE editor include scroll bars. | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 452503 |
| MOOD-4389 Advanced Forum - Clicking on the subscribe/bookmark/substantive icons to toggle on/off does not work correctly. | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 452298 |
| MOOD-4389 Advanced Forum - Search field and search button are too close and misaligned. | There is no current workaround. | Logged with Daemon for investigation. Ticket #: |
| MOOD-4389 Advanced Forum - The reset table preferences button does not stick. | Workaround is to manually show the column again instead of clicking the reset table link. |
Currently being investigated by Moodle HQ under ticket MDL-55906. |
| MOOD-4389 Advanced Forum - Forum posts should not auto "unzip" | There is no current workaround. | Lgoged with Blackboard for investigation. Ticket #: 452436 |
| [CRITICAL] MOOD-4389 Advanced Forum - Display options drop down not listed. | There is no current workaround. The different views have been deprecated. | Logged with Blackboard for investigation. Ticket #: 449869 / 452186 452186 introduces - indentation of replies/sub-replies - addition of "RE" + subject line automatically to replies/sub-replies |
| MOOD-4569 - Publish as LTI tool - TELT Administrator unable to create working publish as LTI tool | There is no current workaround. | The capability moodle/role:assign will enable the TELT Administrator role to do other tasks outside the LTI tool. Hence this capability is not given to the TELT Adminitrator role. |
Moodle 3.1 Upgrade - Resolved Issues
| Issue | Workaround | Status |
|---|---|---|
Moodle 2.9 Upgrade
Issues listed in this section are related to the Moodle 2.9 upgrade. We are actively working to resolve these issues with Blackboard.
| Issue | Workaround | Status |
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| MOOD-3640 Error in restoring IMS Common Cartridge (Win 10) | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 439074 |
| MOOD-3641 Unable to export and import IMS Common Cartridge (El Capitan) | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 439238 |
| MOOD-3592 Unable to upload WMA and RA audio files (Win 10) | There is no current workaround. | Logged with Blackboard and Daemon for investigation. Ticket #: 439320, UNSWBOX-224 |
| MOOD-3438 Instructor cannot scroll submission in Annotate PDF of Moodle assignment (iPad iOS 9) | There is no current workaround. | Currently a known issue by Moodle HQ. Moodle tracker issue: MDL-43462 A patch is available in MDL-54594 and will be tested in Moodle 3.1. |
| MOOD-3540 Instructor unable to create new form in WebPA activity (Win 10) | There is no current workaround. | Logged with Blackboard for investigation. Ticket #: 439952 |
| MOOD-3526 Instructor unable to scroll through content when marking, unable to add a comment in the comment box for Turnitin assignment (iPad iOS 9) | There is no current workaround. | Logged with Turnitin for investigation. Ticket #: 00473102 |
| MOOD-3562 Linked images in theBox are not displaying in Media Gallery (iPad iOS 9) | There is no current workaround. | Logged with Daemon for investigation. Ticket #: UNSWBOX-186 |
Moodle 2.7 Upgrade
Issues listed in this section are related to the Moodle 2.7 upgrade. We are actively working to resolve these issues with Netspot.
| Issue | Workaround | Status |
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| MOOD-2659 Unable to record audio | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427502 |
| MOOD-3237 Unable to find users to add to cohort using iPad | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427529 |
| MOOD-3196 Multiple issues with ATTO editor and creating a course from scratch | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427716 Moodle Tracker issue: MDL-46860 |
| MOOD-2893 Restore of course failed with IMS Common Cartridge package | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427718 |
| MOOD-2949 Student unable to access URLs in PDF and webpages, XSD not displayed clearly in IMS Content package using iPad | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427771 |
| MOOD-2844 UNSWTV iFrame embed code not working in Forum and Database | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427899 |
| MOOD-3080 UNSWTV iFrame embed code not working in Forum and Database when uploaded by student | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427900 |
| MOOD-2690 Only 1 image can be added to Lightbox Gallery by instructor using iPad | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427903 |
| MOOD-2957 Only 1 image can be added to Lightbox Gallery by student using iPad | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 427904 |
| MOOD-2834 Unable to create a shortcut to file in Dropbox when uploading content | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428018 |
| MOOD-3121 Student is unable to submit image as assignment submission using iPad | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428163 |
| MOOD-2705 Student is not prompted to answer Moodle assignment submission statement, Instructor does not see student submissions | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428216 |
| MOOD-2655 Wrong error message when creating Attendance with incorrect point value, Low Grade does not display anything | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428218 |
| MOOD-2717 Excessive text in Rubric in Moodle assignment overlaps field | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428253 |
| MOOD-2730 Misleading term "Search potentials" in Dialogue activity | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428254 |
| Unable to restrict activity by group | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 428389 |
Moodle 2.5 Upgrade
Issues listed in this section are related to the Moodle 2.5 upgrade. We are actively working to resolve these issues with Netspot.
| Issue | Workaround | Status |
|---|---|---|
| Known issue - alphabetical sorting | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 389144 |
| MOOD-2004 Unable to restore courses from IMS Common Cartridge backup | Backup your course as a standard Moodle backup. | Logged with Netspot for investigation. Ticket #: 390714 |
| MOOD-1779 Renaming of Student role to Participant and set Visibility to Hide is not updated during student access, toggle settings do not work | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 391330 Moodle tracker issue: MDL-42776 |
| Win7 64bit Chrome 30 > Add user to cohort > Selection of "If only one user matches the search, select them automatically" checkbox does not automatically enrol the only user | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 391394 Moodle tracker issue: MDL-26363 |
| MOOD-2005 Importing an IMS Common Cartridge fails, exporting fails when some content is selected, slow response time | There is no current workaround. | Logged with Netspot for investigation. Ticket #: 393881 |
| Moodle Mobile App: "Page" resource text is too small | Access this Moodle function via a supported operating system/browser. | Logged with Netspot for investigation. Ticket #: 391423 Moodle tracker issue: MOBILE-465 |
| Moodle Mobile App: Missing option for " Blackboard Course Migration" form under "Navigation" | Access this Moodle function via a supported operating system/browser. | Logged with Netspot for investigation. Ticket #: 393133 |
Moodle 3.3 Upgrade
Issues listed here have been identified in our testing Moodle 3.3 environment and do not affect the production Moodle environment. Blocker issues identified during testing will be resolved prior to upgrade.
NOTE: Items that are crossed off have been resolved.
| Issue | Workaround | Status |
|---|---|---|
| Moodle - Insert Moodle Media (theBox mp3 issues) | use embed codes | Awaiting response from Blackboard RT-464950 |
| UNSW 3.3 - Interim Test - Application of end dates for courses | populate the end date for older courses to help prevent them from being displayed in the dashboard | Awaiting response from Blackboard RT-465056 on feasability of inserting specified end date into selected Moodle courses |
| Cannot upload multiple feedback files to Assignment activity on Moodle 3.1/3.3 | no workaround | reported to Blackboard RT-463448 |
| UNSW 3.3 Editing an activity settings dropdown appears under next activity heading especially stealth activity settings | move the activity up, then change its settings and move it back. | reported to Blackboard ticket RT-464904. UNSW3-272 for fix is pending peer review. |
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| UNSW 3.3 - InterimTest - MOOD-5091 - Error when importing image file from Dropbox. If you try to use dropbox before responding to the email confirmation when you create a new dropbox account a generic error is displayed when attempting to add files from dropbox. | Respond to dropbox email and the error no longer occurs | A better error message to inform users of how to correct this is being tracked under Blackboard ticket RT-464444 |
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| UNSW 3.3 - InterimTest - MOOD-5095 - Error message when dragging and dropping folder for upload | Drag each of the files in the folder | This has been reported to Blackboard under ticket RT-464457. |
| UNSW 3.3 - InterimTest - MOOD-5091 - When multiple files are added to the "select files" section, only the first is displayed | only upload one file | Previously reported as MOOD-2666/MDL-25489 |
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| Update to Moodle 3.3 (Stack Question Type) | No workaround needed, updating plugin version. | This has been reported to Blackboard under ticket RT-460617. |
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| UNSW 3.3 - InterimTest - AGSM EE Theme | No workaround at this time. | This has been reported to Blackboard under ticket RT-462204. |
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| UNSW 3.3 - InterimTest - theBox Videos: When viewing videos embedded from theBox UAT, the videos show an error message. | No workaround at this time. | This has been reported to Daemon under ticket UNSW-337 |
| UNSW 3.3 - InterimTest - MOOD-5193 - Emoticons don't appear after entering them in the quiz description | This feature has been dissabled as per RT- 413888. | This has been reported to Blackboard under ticket RT-462351. |
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| UNSW 3.3 - InterimTest - MOOD-5195 - Errors when adding SCORM package | Errors appear but SCORM package still works. No workaround necessary. | This has been reported to Blackboard under ticket RT-462368. |
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| UNSW 3.3 - InterimTest - Leganto plugin results in error. | No workaround at this time. | This has been reported to the Library Admin team. |
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| UNSW 3.3 - InterimTest - MOOD-5195 - SCORM package description dropdown menu disappears | No workaround at this time. | This has been reported to Blackboard under ticket RT-462441. |
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| UNSW 3.3 - InterimTest - Blocker - MOOD-5388 - Importing contents imports items that were not selected | Expected behaviour. | This has been reported to Blackboard under ticket RT-462452. |
| UNSW 3.3 - InterimTest - MOOD-5388 - When adding a new section to a backup/restore/reset course, error message appears | No workaround at this time. | This has been reported to Blackboard under ticket RT-462453. |
| UNSW 3.3 - InterimTest - MOOD-5388 - Students, view did not get imported | Expected behaviour. | This has been reported to Blackboard under ticket RT-462470. |
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| UNSW 3.3 - Interim Test - Blocker - MOOD-5193 - Quiz: No grace period | No workaround at this time. | This has been reported to Blackboard under ticket RT-462597 |
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| UNSW 3.3 - Interim Test - Blocker - MOOD-5237 - Media Collection: Get error when creating new media collection | No workaround at this time. | This has been reported to Blackboard under ticket RT-462636 / UNSW-340 |
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| UNSW 3.3 - Interim Test - Critical MOOD-5384 - Restore: Deleting section results in error | No workaround at this time. | This has been reported to Blackboard under ticket RT-462642/RT-462916 |
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| UNSW 3.3 - InterimTest - MOOD-5380 - Backup saved in user private backups, not course backups | Expected behaviour. | This has been reported to Blackboard under ticket RT-462619 |
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| UNSW 3.3 - InterimTest - Copy of UNSW Moodle 3.3 | No workaround at this time. | This has been reported to Blackboard under ticket RT-462787 |
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| UNSW 3.3 - InterimTest - Error message is displayed for the External Tool activity | No workaround at this time. | This has been reported to Blackboard under ticket RT-462924 |
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| UNSW 3.3 - InterimTest - MOOD-6010 - Debugging error message shows when adding/editing External Tool activity | No workaround at this time. | This has been reported to Blackboard under ticket RT-462945 |
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| UNSW 3.3 - InterimTest - MOOD-5385 - CAPTCHA does not work correctly | No workaround at this time. | This has been reported to Blackboard under ticket RT-463041 |
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| UNSW 3.3 - Interim Test - MOOD-5084 - Standard Forum activity duplicates first post when the "display replies in threaded form" view is used | No workaround at this time. | This has been reported to Blackboard under ticket RT-463081 |
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| UNSW 3.3 - Interim Test - Collapsed topics course format and FBE Category with 3 column theme, does not show blocks on specific window widths |
1. Add at least one section to the course
or
2. Edit course settings and change the course format "Column orientation" from “Vertical” to “Horizontal” (which is currently "Vertical"
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This has been reported to Blackboard under ticket RT-463324/RT-464809 |
| UNSW 3.3 - InterimTest - Sending message interface has black/blue buttons | No workaround at this time. | This has been reported to Blackboard under ticket RT-463926 |
The following issues were discovered as part of Moodle 3.3 Upgrade testing but have been replicated in Moodle production. As such these items will be resolved upon Moodle 3.3 project completion:
| Issue | Workaround | Status |
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| UNSW 3.3 - InterimTest - MOOD-5195: Score calculated incorrectly | No workaround at this time. | This has been reported to Blackboard under ticket RT-462447. |
| Instructors unable to revoke individual bookings in scheduler activity, when two or more students have booked places | No workaround at this time. | This has been reported to Blackboard under ticket RT-463435. |
Moodle UNSW Sydney (PVCE) Theme
Issues listed here have been identified in our production Moodle 3.3 environment.
| Issue | Workaround | Status |
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| Large UNSW icon appearing in the header. | No workaround. | This issue has been reported to the theme developer. |
Issues listed here have been identified in our testing Moodle 3.3 environment.
| Issue | Workaround | Status |
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Manage Grades: Under "Grader report" change view: the icon is invisible, as it is a white icon on a white background.
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Click the blank area right behind the course name at the top of the grader report table. | This issue has been reported to the theme developer. |
| HTML Block: HTML block title can be left blank, which will make the block header disappear. | Always add a block title in the HTML block settings. | This issue has been reported to the theme developer. |
| Moving Sections: Move section icon is invisible in edit mode, as it is a white icon on white background. | Hover the mouse pointer in front of the section name and drag the section to move the section up and down. | This issue has been reported to the theme developer. |
| Books: When a book chapter is imported from an HTML web page package, odd colour, font and page structure changes will occur. | No workaround. Avoid importing book chapters from web pages. | This issue has been reported to the theme developer. |
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Quiz: Quiz navigation block appears at the bottom of a page. This is easy to miss and
difficult to locate particularly with long quizzes. |
Try to make quiz pages short by limiting the number of quiz questions displayed on each page. | This issue has been reported to the theme developer. |
| Turnitin Assignment: Section activity list on the left-hand side of the screen is missing in Turnitin Assignment activities. | Use the navigation block to access any other section or activity. | This issue has been reported to the theme developer. |
| Search Advanced Forum: For the forum search results, pictures do not zoom out automatically to fit the display. | No workaround. | This issue has been reported to the theme developer. |
| Quiz: On mobile devices, the page break icons overlay the questions when swiping the area left of an equation. | No workaround. | This issue has been reported to the theme developer. |
| Hidden Sections: When a mouse pointer hovers over the text 'Hidden from students', the text colour becomes grey and the text is barely readable. |
Adjust the colour settings manually:
Settings > Course administration > Edit settings > Course format > Toggle foreground (change to a darker colour e.g. black).
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This issue has been reported to the theme developer. |
| Questionnaire: When editing or adding questions, large edit and delete icons appear. | No workaround. | This issue has been reported to the theme developer. |
| Course Settings: When editing a course In Grid format, large change image icons appear. | Avoid using "grid" course format. | This issue has been reported to the theme developer. |
| Media Collection: Edit gallery icon is missing. | To edit a gallery, click the blank area in the lower right-hand corner next to the "information" icon in the gallery. | This issue has been reported to the theme developer. |
Resolved issues
| Issue | Workaround | Status |
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Blackboard Collaborate Ultra
If you are experiencing an issue with Blackboard Collaborate Ultra that is not listed below, please contact External TELT Support.
For assistance with workarounds, please refer to our help guides for staff.
You can also view a list of Known Issues identified by the Blackboard company.
| Issue | Workaround | Date Updated | Status |
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| Users of the Linux operating system may have trouble viewing some whiteboard slides when watching recordings, these appear blank. |
No work-around. To view the full presentation please use a Windows or Mac computer. |
08/08/2017 | Currently being investigated by Blackboard development team. Article number: 000047225 |
| When opening a Blackboard Ultra setting using Safari 9 browser the user is asked to login instead of being taken to the session |
Within the external tool activity settings switch the launch container setting from "default" to "new window" |
Currently being investigated by Blackboard development team. Article number: 02281895 | |
| Occasionally a recording of a session is not made available automatically in Moodle. | Contact the IT Service Desk asking them to retrieve the recoding from Turnitin. | Currently being investigated by Blackboard development team. Article number: 46319 |
Resolved Issues
| Issue | Workaround | Date Updated | Status |
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Turnitin Version 2
If you are experiencing an issue with Turnitin that is not listed below, please contact External TELT Support. You can also check Turnitin's System Status page for current system status.
For assistance with workarounds, please refer to our help guides for staff and students.
| Issue | Date Updated | Workaround | Status |
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| The keyboard is not generated on iPads when writing comments using feedback studio in Safari. | 22/09/2017 | Users intending to use feedback studio in iPads, need to download the Turnitin app version 3.0.2. | TII has indicated that issues with feedback studio using Safari on iPad will not be investigated. |
| The feedback studio allows instructors and/ or graders to award a mark more than the maximum mark configured in the settings of the TII assignment. When this happens, Turnitin reports inconsistent marks to the grade book of the course. | 22/09/2017 | Instructors and users with grading access need to ensure that the mark allocated in the feedback studio is less than or equal to the maximum. | TII has indicated that this is not a bug and is not intended to be fixed. |
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When creating rubrics with Turnitin Direct Version 2 the overlay has a close button, clicking on the close button doesn’t do anything. |
21/09/2016 |
Use the alternative close button at the top right-hand corner of the overlay |
TII has indicated that this is not intended to be fixed. Ticket: 00547460 |
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Occasionally when students try to submit a Turnitin assignment at UNSW for the first time their submission will not be visible. This is usually because they have been assigned an email address that has previously been used by another UNSW student who has now left. |
16/10/2017 |
Contact the IT Service Desk by email and ask them to urgently transfer your ticket to LT.TELT.SUPPORT. |
A permanent solution is currently being investigated by UNSW with Turnitin. This is being actively monitored by TELT support daily to detect such instances. |
| Turnitin Assignment: Assignment "Due soon" notifications are appearing before the start date of a Turnitin assignment. This could cause a little confusion among students | 24/03/2017 | No workaround at this time | Netspot are investigating via service ticket: 456635 |
theBox
If you are experiencing an issue with theBox that is not listed below, please contact the IT Service Centre.
For assistance with workarounds, please refer to our Moodle help guides for staff.
| Issue | Date Updated | Workaround | Status |
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theBox has the ability to export videos to UNSW's eLearning and aboutUNSW Youtube channels. This is currently not working, videos cannot be exported to the youtube channels. |
12/04/2018 | No current workaround. | This has been reported to Youtube Support. |
| When making changes to a videos settings in theBox, upon refresh the top title is changed to display "(Incomplete"). | 09/03/2018 | No current workaround. Note: The video's title remains fixed and the content should still display correctly. | Developers are aware of this issue and are investigating. Ticket#: UNSWBOX-561 |
| When attempting to share a video with external email addresses, the recipient will not receive an email. | 09/03/2018 | No current workaround. | Developers are aware of the issue and are investigating. Ticket#: UNSWBOX-574 |
| Videos inserted via Embed code form theBox, when played on Safari will show a black media player with no visual and audio content. | 22/02/2018 | The video may be played normally on alternate browsers. You may also choose to link the video via the 'Insert Moodle Media' button. | Developers are aware of this issue and are investigating. Ticket#: UNSW-380 |
| Videos inserted in Moodle from theBox via the "Insert Moodle Media" method will, in some cases, cause older content to auto download. | 28/02/2018 | Insert content into Moodle using theBox embed codes. | Developers are aware of this issue and are working to apply a fix as soon as possible. For more information, please contact TELT. Tickets #03050612, #03055364 & UNSW-378. |
| Editing galleries on Moodle does not allow you to link to images from theBox. | 16/10/2017 | Save image(s) to storage devices and import to gallery. | TELT support team is aware of this issue and plans to fix it in a future release. |
| Drag and drop of files into theBox using the Safari browser does not work | 16/10/2017 | Use the Add files button, or use another web browser which supports this functionality such as Firefox or Chrome. | |
| Podcast URL's do not download video/document files, though this continues to work for audio files | There is no current workaround. | This is being investigated by our developer. Ticket #: UNSWBOX-365 | |
| theBox is not emailing staff at the completion of video upload/processing, or for secured embed links | 17/10/2017 | There is no current workaround. | This is being investigated by our developer. Ticket #: UNSWBOX-357 |
| Video owners (staff) are unable to download their originally uploaded source videos from theBox interface | There is no current workaround. | This is being investigated by our developer. Ticket #: UNSWBOX-313 | |
| Prior to playing a video, the first image is letterboxed. | There is no current workaround. | This is being investigated by our developer. Ticket #: UNSWBOX-356 | |
| You cannot upload audio files to theBox from iOS devices. | There is no current workaround. | iOS does not support the ability to browse for audio files. |
Resolved Issues
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UNSW Lecture Recordings+
UNSW Lecture Recordings+ Issues
| Issue | Date Updated | Workaround | Status |
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Embed YouTube videos in MS PPT via Echo360 Ribbon Media Slide not displaying correctly When using the Echo PowerPoint Ribbon and adding a Media Slide, embedding a YouTube video will display condensed / narrow when viewing the presentation in "Slide Show" mode. |
24/04/2018 | You may choose to instead present via a browser through Lecture Recordings+ however will loose transitions, animations and other effects if your PowerPoint has these. | Echo are aware of this issue. Pending a fix for a future release. No expected date as of yet. Case #43637 |
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Staff/students are unable to expand window Staff/students may want to expand the window size to fill the screen. However in some cases, clicking on the button does not do anything. This occurs when UNSW LR+ is set to open within the Moodle window, as opposed to opening as a new tab/window (as per our website instructions). |
17/10/2017 |
Please configure the activity to open in a new tab/window, by re-visiting Step 5 of the "Sharing my lectures within Moodle" section on the teaching gateway here: https://teaching.unsw.edu.au/recordings-start
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This is working as designed, as controlled by the instructor configuration. |
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A black/green screen is displayed in a lecture recording after the lecturer uses a portable device. The issue occurs when a lecturer brings a device that supports the HDCP (high-bandwidth defigital copy protection) protocol, and plugs it into a venue's digital (eg. HDMI) port, in order to share their screen. Due to the HDCP protocol in action, the device does not send a valid signal to the capture appliance, which will instead receive a black/green screen. |
If possible, using a analog connection (eg. VGA) will prevent HDCP being used. Alternately, turning off HDCP on the portable device, if the device supports this. For more advice, please contact venue support to identify if this is the cause of your issue. |
HDCP is working as designed, as controlled by the user device. Hence this cannot be corrected by UNSW. | |
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Issue with display and interactions with polls or questions: There have been reports of issues when trying to answer questions or polls with Echo360 ALP. If you experience issues with how the system is displayed, or if you are unable to submit answers to questions, please try using a different web browser or clearing your browser cache. |
17/10/2017 | We recommend using the Firefox or Google Chrome web browsers. Also try clear your browser cache. If the issue persists please advise your instructor.
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Monitor, new instances have not been reported. |
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Clicking on a UNSWLR+ link in Moodle asks you to login again Some users report being asked to login again, after they have clicked on a link within Moodle. They then find they cannot login to the link. |
17/10/2017 |
The UNSWLR+ service requires you to have cookies enabled, as this allows users to transfer between Moodle/UNSW LR+. Enabling cookies on your web-browser will fix this issue. For help doing this, please contact the UNSW IT Service Centre (02 9385 1333). |
This is working as designed, as controlled by the user device, so cannot be corrected by UNSW. |
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Live Streaming issue: Staff and students live streaming from iOS devices like iPhones and iPad's will experience an approximate 40s time delay. For all other devices, such as Microsoft or Apple computers, the expected time delay is 5-10 seconds. |
We recommend that staff/students avoid iOS devices for live streaming if possible, as a 40 second delay will definitely affect their ability to interact with the classroom.
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Echo360 are aware of this but have no scheduled solution, as this is controlled by Apple. | |
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Network issue: Users with poor network connectivity may receive the error message "An unknown error occurred" when accessing the ALP service via Moodle. This is not typically a ALP issue. This may affect users on campus connecting to Uniwide in low signal areas, or heavily populated/ high use areas. This may affect users off-campus on personal networks. This may also impact students in the first few minutes of a lecture where many students are connecting simultaenously. However this quickly resolves once the lecture resources are downloaded. |
Network connectivity issues for users on a personal or other non-UNSW network are outside the control of UNSW. We recommend testing your network connectivity ahead of time, and if required use the UNSW network. If on-campus but not in the venue, we recommend students move to an area with better network connectivity. If on-campus in a venue using ALP, we recommend waiting a couple of minutes for the initial peak to pass. If this still occurs we recommend students update the instructor so they can investigate other options, such as changing rooms. |
To assist on-campus connectivity for all users and services, UNSW continually improves Uniwide infrastructure and network standards across the campus. Over time we expect these issues to be minimised due to network improvements at UNSW, as well as streaming improvements by the Echo360 company. Prior to ALP launch in 2017S2, we plan to create and share a table that identifies how suitable each venue is for wireless connectivity and ALP usage. |
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Powerpoint alignment issue: When importing powerpoints, objects don't always align correctly or objects that were layered overtop of others appear behind after being uploaded to ALP. This can result in text being hidden, or other anomalies. |
17/10/2017 |
We recommend that you test your powerpoint ahead of time, and if issues are experienced we recommend that you reduce your use of the more complex functionality. You may also wish to convert some of your powerpoint slides to images to improve the upload process. |
Echo360 are continually improving this area. |
Resolved Issues
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