Elearn login debugging
Steps to help assist a student who is having issues logging in to e-learn
- Check when they last logged in to e-learn
- Open students contact in the database
- Click on the Elearn Details or Student profile link (as seen in screenshot)*
- If the most recent login time is more recent than when they were having issues logging in, hopefully your job is done
- If not, request that the student describes the problem that they’re having in as much detail as they’re able to
- What the problem is – depending on the issue, screenshots can be useful here
- What they were doing when they experienced the issue
- What page they’re on / attempting to visit – including the URL
- A description of anything that they’ve done to try and solve the problem
- If the student is reaching a page that says "502 Bad Gateway" you can suggest that they try clearing their cookies
- It’s also useful to get them to provide you with some more details to assist with debugging
- What kind of device they’re using – i.e. Laptop / smartphone / tablet
- What operating system they’re using – i.e. Windows, MacOS, Android, iOS
- What browser they’re using – i.e. Firefox, Chrome, IE
- What their IP address is; https://www.whatismyip.com/ - Public IPv4 is usually the one that’s relevant
- Send all information gathered above through to techsupport@nzihf.co.nz