TELT Systems - Known Issues

Best practice is to not edit quiz questions after the quiz has become live in your course.

If editing a cloze 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" 
do not save the changes as this will result in the question breaking.

Users of the internet service provider 'Belong (Telstra)' are unable to connect to Moodle.

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 with the Moodle 3.3 upgrade.

If an image is being used to display an equation, use LaTeX notation if possible.

Attempts that are not yet graded must be done so manually.

Option 1: Drag and drop your file into the uploader instead of clicking Select your file.

Option 2: Change the dropdown beside File name to All files.

Option 3: Use a different browser.

When the error displays ignore this alert and select "Continue to this webpage (not recommended)" in order to access WebPA.

• avoid using the grid format
• change your course format to the topic or weekly format if you are already using it

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)

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.

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".

Resolved in Moodle 2.6.  Moodle tracker issue: MDL-39851

This is a restriction applied at the operating system level.

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.

Moodle strips out iframe embed codes from multiple activities for security reasons.

Not all activities/resources are affected, for example Page/Label.

Logged with Blackboard for investigation. Ticket #: 440169

Logged with Blackboard for investigation. Ticket #: 452433

This is a known issue with Moodle and is being tracked for fix under MDS-54815.

Logged with Blackboard for investigation. Ticket #: 45167

Currently being investigated by Moodle HQ under ticket MDL-55906.

Download the assignment using the link in the grading interface for grading.

This has been reported to Blackboard under ticket RT-463040

Within the external tool activity settings switch the launch container setting from "default" to "new window"

Joining an Collaborate Ultra Experience Session when using  # in the name field will cause an error.

If a Participant Role user in a Collaborate Ultra session joins the Session before a Moderator Role user joins, then Participant Role users will lose any audio, video, chat, or whiteboard permissions they initially had. If all Moderator Role users in a session leave the session, then any remaining Participant Role users will lose any audio, video, chat, or whiteboard permissions they previously had in the session.

To prevent Participant Role users from losing permissions the Moderator Role user should be the first to enter the session. If the Moderator Role User joins the session after Participant permissions have been removed the Moderator Role user can enable the Participant Permissions for the Live Session.

Resolved in Collaborate Ultra 17.10. Article number: 000047475

Application Sharing Plays Back Faster than Audio in Blackboard Ultra Recordings

When creating rubrics with Turnitin Direct Version 2 the overlay has a close button, clicking on the close button doesn’t do anything.

Use alternative close button at the top right hand corner of the overlay

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.

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 isbeing actively monitored by TELT support daily to detect such instances. 

Unsupported UNSW TV flash based embed links no longer work.

This does not affect supported UNSW TV iframe embed links which continue to work as expected.

Example: <object classid="D27CDB6E-AE6D-11cf-96B8-444553540000" height=“306" width="540"><param name="movie" value="http://tv.unsw.edu.au/p/v.?v=6YcCEJJ+EeKP5ABQVoM23A==&s=1&c=DFE66592-48C1-11DE-9396123139020041&auto=0&k=16F0DCC396EBCD4A959E54FFF0C44995"/><param name="allowFullScreen" value="true" /><paramname="allowscriptaccess" value="always" /><embed src="http://tv.unsw.edu.au/p/v.?v=6YcCEJJ+EeKP5ABQVoM23A==&s=1&c=DFE66592-48C1-11DE9396123139020041&auto=0&k=16F0DCC396EBCD4A959E54FFF0C44995” type="application/x-shockwave-flash" allowscriptaccess=“always" allowfullscreen="true" height="306" width="540" />

Flash based embed links were deprecated and replaced years ago within UNSW Tv by the implementation of newer iframe embed links within UNSW Tv. However the embed links for older videos may have been embedded in old course backups, and rolled over consistently without being updated to the newer standard.

The immediate solution is to replace the old embed links with the newer embed links, which are available to video owners and agents in theBox.

This is an unsupported use case and will not be resolved.

Request that your faculty contact re-upload your video directly to YouTube. Contacts in faculties and divisions that have access are:

Art & Design - j.bosben@unsw.edu.au

Business School - sam.cotton@unsw.edu.au

Engineering - j.edwards@unsw.edu.au

FASS - e.preen@unsw.edu.au

FBE - sally.oughon@unsw.edu.au

Law- m.backlund@unsw.edu.au or sloxton@unsw.edu.au

Library - r.gray@unsw.edu.au

Maths - s.waters@unsw.edu.au

Medicine - c.kennett@unsw.edu.au or emma.oneill@unsw.edu.au

Science - nicholas.langley@unsw.edu.au

NewSouth Innovation - s.brodie@nsinnovations.com.au

Student Recruitment - e.perry@unsw.edu.au

UNSW Canberra - j.carroll@adfa.edu.au, e.bortolotto@adfa.edu.au or l.morisset@adfa.edu.au

UNSW Marketing - s.terkes@unsw.edu.au

UNSWTV - unswtv@unsw.edu.au

Internet Explorer 9 is not a supported web browser.

UNSW IT have confirmed that Internet Explorer 11 has been installed on Windows 7 SOE, and this has been tested successfully.

Increasing security did not fully process.

There is no current workaround.

There is no current workaround.

While the search does not display these resources, agents can still find the resources by clicking the "Agency Content" menu within the search page of theBox website.

Note: The Agency Content menu is only available in theBox. If agents are attempting to share resources that are shared with them within Moodle, they will need to use the log in as feature or the media embed code.

For support on implementing these instructions please contact the TELT team by logging a ticket via the IT Service Centre.

An embed code contains two sets of height and width values, one height (h=X) and width (w=X) for the video itself, and one height (height=X) and width (width=X) for the window that encompasses the video. Embed codes generated by theBox currently have these values set as the same, causing the browser to present scroll bars.

It is possible to correct this by editing the embed code directly and adding 20 pixels to the window height and width values.

For example, an embed link may contain these values that control the size of the video and frame: h=1234 / w=1234 / height=1234 / width=1234. To remove the scrollbars, add 20 pixels to the height/width to result in: height=1254 / width=1254.

For support on implementing these instructions please contact the TELT team by logging a ticket via the IT Service Centre.

Thumbnail view of video is broken for migrated content in theBox/Moodle:

- you search for a video

- you add a Media Collection to a Moodle course and view the gallery.

Videos will play successfully via Chrome (recommended) or Internet Explorer, which are both installed on the SOE.

If the preinstalled IE/Chrome browsers are not suitable, it is possible to manually update from Firefox ESR to the standard version of Firefox. We do not recommend that you do this except where absolutely necessary, as UNSW IT may not be able to support you on this browser if you run into other issues.

If you do need to change versions, we would recommend changing back to ESR when possible.

After you playback a video in theBox, the thumbnail should be regenerated.

In a few cases the thumbnail does not regenerate;

Workaround 1: Add a Moodle label next to the Media Collection informing the students that the links work even if they appear broken, or

Workaround 2: Raise a service ticket with the IT Servicedesk requesting that we upload custom thumbnails for you. This is a very time intensive process so we only have the resources to do this for a small number of videos at a time. You will need to create the custom thumbnail files for upload.

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).

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

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.

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.

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.

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).

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.

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.

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.

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.

Confusion flag issue:

Students in a lecture have the ability to flag something as confusing. This is currently not shown to the lecturer in class, and is only visible three-four minutes later.

We recommend advising that students follow other processes to report confusion within realtime, such as raising their hand in lecture, or using the Q&A functionality.

Note the first may be troublesome if live streaming is being enabled, as distant students may not hear their question in the microphone. However a lecturer can reiterate the question prior to answering it.

Note it can be hard for the lecturer to keep on top of the Q&A functionality in a lecture if they are not used to using it.

Multiple choice questions with more than one correct answer, does not display any correct answers to students.

Multiple choice questions with one correct answer is not affected, this is shown to students.

Powerpoint plugin - image refresh issue:

When delivering a lecture via the Echo360 ALP powerpoint plugin, image questions do not automatically refresh.

Powerpoint plugin - question scaling issue:

When delivering a lecture via the Echo360 ALP powerpoint plugin, questions do not scale correctly.

1. Use FireFox (recommended workaround)
2. Enable Unsafe Mode for UNSWTV/Java in Safari 7:
   1. Click Safari > Preferences.
   2. Click Security tab.
   3. Click Manage Website Settings...
   4. Click Java from left hand list of plug-ins.
   5. Beside tv.unsw.edu.au, click the dropdown and choose "Run in Unsafe Mode".

Will remain an issue because Apple deliberately set the defaults on Safari this way due to security concerns they have about JAVA.

Your browser will indicate an invalid security certificate.  Your web browser will typically allow you to over-ride this.

For Internet Explorer, click Show Content.
For Safari, click Continue.

Re-load Moodle or the website containing the video.

Win10/OSX. Firefox does not remember  to automatically launch .collab files

Users must continue to select a desired action when launching .collab files from Firefox.

The vendor is aware of the issue and is working to resolve the problem. Article No: 000041167 & Article No: 00042172

When using Windows 8, 8.1 or 10 machines to upload a powerpoint file to BBC V12.6.4 using Office 2010, an error will be presented: "Failure calling PowerPoint to process presentation"

1. Download and use Apache OpenOffice to complete the PowerPoint upload process
2. Save and upload your PowerPoint slides as image files

The 64 bit version of the Chrome web browser on Windows 7 / 8 may be unable to reliably play Echo recordings, recordings may freeze and not progress.

A similar issue has been reported for Safari browser on Mac OSX, where users are advised by Echo that they do not have Adobe Flash Player 9 installed. However, this is an incorrect message caused by Safari blocking Adobe Flash player from working.

For Chrome 64 bit users on Windows, we recommend using a different web browser such as Firefox or Internet Explorer to play recordings. Alternatively, install the 32 bit version of the Chrome web browser.

For Safari users on Mac OSX, we also recommend using a different web browser such as Firefox or Chrome. Alternatively you can enable the Flash Player following these instructions: https://helpx.adobe.com/flash-player/kb/enabling-flash-player-safari.html

No solution currently exists.

However the move to the new Lecture Recording platform in 2017 S2 should resolve this issue.

Usage of the document camera in venues with lecture recording enabled can lead to a choppy display, with a lag.

This is believed to be due to an upgrade of document camera technology for some venues, without a corresponding increase of the lecture recording quality.

We recommend that you use Echo on other days where possible, or download key recordings manually or via the podcast link. This can either be done when the system is available on Sundays, or ahead of time.

Instructions for students to download recordings are available here: https://student.unsw.edu.au/lecture-recordings-view-and-download

There is currently no workaround.

Option 1
If you are the instructor of the course and simply want to provide access to the recording in a different section, use the Echo Link to share your recording.

Option 2
If you are need to copy it to make edits (trim, add transcription):

Download your recording, make necessary edits and upload into theBox for sharing.

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.

If editing is relatively minor, it should be left un-edited (you can restore to previous format in the ESS portal).

If editing is immediately required (eg. confidential or inappropriate material), the recording should be:

- Downloaded from Echo, edited via an alternate video editing software and then re-uploaded into Echo.

or

- Kept disabled in Echo until this issue is resolved.

Accessing EchoCenter through Moodle may result in a security alert stating that the connection is unsecure. This has been confirmed for Chrome on Mac OSX Sierra, and there have been reports for other web browsers/operating systems.

Note, it does not always appear to be consistent.

This is believed to be due to the security certificate used by the Echo360 system.

Users may proceed past the warning by expanding past the "Advanced" section of the page and clicking on the link to proceed. The warning does not typically display again in the same browsing session once you have proceeded past it.

Alternatively as a particular web browser may handle a certificate issue differently, we recommend trying a different web browser such as Firefox or Safari.

Turnitin Assignment: When trying to bulk download assignments via zip file, when the assignment has submissions that have not been proccessed or uploaded correctly the bulk download will be prevented

Download the files that are not correctly processed and delete the submissions. have the student re-upload or upload on behalf of the student.

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)

Instructors should refresh the submission showing an originality report using the refresh icon next to the submission in the Assignment Submission Inbox. The "Pending" version will be removed. Please do not to try to delete the "duplicate" entry because both have the same document id number and will more than likely result in both entries being deleted from the Turnitin Submission Inbox. Resubmission is possible, without generating an adverse similarity report, but this will result in unnecessary work for the instructor and student.

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.

Update Adobe Flash Player

Turnitin is currently aware of this issue and is working towards a fix

Final Status: This ticket has been resolved. Office365 was rejecting emails from Turnitin. Turnitin has modified their email system so that Office365 would not reject emails from their system.

Original Status: We are working with Turnitin on a fix on ticket 00537691.

Delay updating to iOS 7 until issue is resolved or if you have already started using Turnitin for iPad, please see the workarounds suggested by Turnitin.

1. Update the Start Date in your course settings to the current date (or date in the past).
2. Create new test student.

NOTE: Old test students will not work until the previously set start date has been reached.

There is no current workaround available to stop notifications from being sent.

It is recommended that you hide the assignment link and gradebook column until you are ready to release the grades and feedback to students.

Anticipated resolution in first monthly release after 2.7 upgrade.

Moodle tracker issue: MDL-33600

Currently being investigated by Netspot.  Ticket #: 416209.

The Blackboard Collaborate activity contains a chat window that (if enabled by the Moderator) allows for general discussion and private messaging between users.

This activity can be configured to remain open for a long period of time, and if enabled can allow audio/video chat as well as more advanced functionality (whiteboard / file sharing etc).

Note: This activity requires that a launcher to be downloaded prior to use for staff/students, this occurs when they attempt to access the tool for the first time.