Currently known issues

Important Announcements

Please find below important announcements relating to Educational Technologies at La Trobe, including known issues currently affecting users along with any available workarounds.

LMS (MOODLE) - The Learning Management System

ReferenceIssue Status
INC0176699

LMS (MOODLE) - Email delays from LMS

Timing of Impact:
Thursday 20th September 2018

Description:
ICT were notified that the mail queue from the LMS was being delayed by the LTU mail queue being oversized. This will have caused delays in mail being delivered from the LMS.

ICT has advised that all queued mail has now been sent for delivery, and this issue is resolved.

For further assistance, please see below for how to contact ICT.

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Last updated: 20th September, 2018 @ 4:00pm

Resolved
PRB0040791

Turnitin - Assignment Grades Visible to Students via LMS Gradebook

Timing of Impact:
Tuesday 18th September 2018 @ 4pm - Ongoing

Description:
A number of reports have been raised by academic staff in regards to grades being visible to students via gradebook in the LMS to Turnitin assignments well in advance the Post Date.

ICT is aware of the issue and is working with the vendors for a resolution as soon as possible.

For further assistance, please see below for how to contact ICT.

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Last updated: 19th September, 2018 @ 4:00pm

CURRENT
PRB0040770

Self-Enrolment - Some Students Receiving Error: "Not in 'All La Trobe Students' Cohort"

Timing of Impact:
Monday 20th August 2018 @ 10am - Ongoing

Description:
Some additional LMS Subject Sites might be available to students via a "Self-enrol" method. However, a small number of students logging into the LMS with their La Trobe Student "@students.ltu.edu.au" user account are receiving the error "Only members of cohort 'All La Trobe students' can self-enrol" instead.

ICT is aware of the issue and are investigating. For expedited resolution, tickets logged with these symptoms should include this issue reference.

For further assistance, please see below for how to contact ICT.

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Last updated: 21 August, 2018 @ 1:15pm

CURRENT
PRB0040767

LMS (MOODLE) - Performance Issues and "Error: Database connection failed"

Timing of Impact:
Thursday 23rd August 2018 @ 08:30am until
Thursday 23rd August 2018 @ 08:52am

Monday 20th August 2018 @ 10:00am until
Tuesday 21st August 2018 @ 10:15am

Description:
The LMS (MOODLE) at https://lms.latrobe.edu.au is returning a variety of intermittent errors to all users, such as "Error: Database connection failed", due to what appears to be massively reduced performance of the system.

ICT is aware of the issue and is working with the vendor for a resolution as soon as possible.

For further assistance, please see below for how to contact support.

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Last updated: 21 August, 2018 @ 1:20pm

Resolved
INC0148610

Quiz - Additional Students Appearing in "Not Attempted" Quiz Reports

Timing of Impact:

Friday 4th May 2018 - Ongoing

Description:
Quiz activity reports for users who have not attempted the activity are incorrectly listing approximately 100 extra students who are not enrolled. These additional students are listed in Quiz > Results > Grades when the "Attempts from" option is set to "enrolled users who have not attempted the quiz" or "enrolled users who have, or have not, attempted the quiz".

Please note that this is a display issue only, and none of these additional students are actually enrolled in the LMS subject, nor have access to view or attempt the quiz.

ICT is aware of the issue and is working with the vendor for a resolution as soon as possible.

For further assistance, please see below for how to contact support.

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Last updated: 15 May, 2018.

CURRENT
INC0149950

Assignment - Unable to View/Annotate Word Submissions in Document Viewer

Timing of Impact:

Wednesday 13th September 2017 - Ongoing

Description:
Submissions to an "Assignment" activity in the LMS in Word Document format cannot be viewed or annotated from the LMS Document Viewer. When clicking the "Grade" button, instead of the document being displayed, a single blank page is presented.

Word Document submissions to Assignment activities must be downloaded and viewed/annotated outside the LMS, or resubmitted in PDF format for viewing/annotating if grading within the LMS using an "Assignment" activity.

ICT is aware of the issue and is working with the vendor for a resolution as soon as possible.

For further assistance, please see below for how to contact support.

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Last updated: 3 May, 2018.

CURRENT
INC0120809

Gradebook Grader Report - Horizontal Scrollbar Issues with Internet Explorer

Timing of Impact:

Thursday 8th March 2018 - Ongoing

Description:
Staff viewing or editing student grades in the LMS (MOODLE) using the "Grader report" will have an improved experience from the 8th of March with horizontal scrolling when using the Google Chrome or Mozilla Firefox web browsers.

However, staff using the Internet Explorer web browser are likely to experience problems with display or modification of grades using the "Grader report", and are strongly encouraged to use Google Chrome or Mozilla Firefox.

The MOODLE Gradebook's "Grader report" screen can be found in the LMS (MOODLE) through:

  • ADMINISTRATION > Subject administration > Grades

Or:

  • ADMINISTRATION > Grade administration > Grader report


For further assistance, please see below for how to contact support.

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Last updated: 5 March, 2018.

CURRENT
CHG0036447

LMS Login Issue - Submit button appearing prior to La Trobe Staff and Student Login

Timing of Impact:
Thursday 22nd March 2018 - Friday 23rd March, 2018.

Description:
When clicking the "Log In" button under "La Trobe Staff and Students", users are being displayed a blank page with a "Submit" button, instead of the usual La Trobe Single Sign On (SSO) login page.

Users will need to click the "Submit" button to continue the login process, but may continue to use the LMS normally otherwise.

ICT is aware of the issue and is working with the vendor for a resolution as soon as possible.

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Last updated: 23 March, 2018.

Resolved

Turnitin

ReferenceIssueStatus
PRB0040791

Turnitin - Assignment Grades Visible to Students via LMS Gradebook

Timing of Impact:
Tuesday 18th September 2018 @ 4pm - Ongoing

Description:
A number of reports have been raised by academic staff in regards to grades being visible to students via gradebook in the LMS to Turnitin assignments well in advance the Post Date.

ICT is aware of the issue and is working with the vendors for a resolution as soon as possible.

For further assistance, please see below for how to contact ICT.

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Last updated: 19th September, 2018 @ 4:00pm

CURRENT
INC0059883

Turnitin - Changes to Generation Speed and Number of Originality Reports

Timing of Impact:

Tuesday 16th January 2018 - Ongoing

Description:
Turnitin has implemented changes which, if resubmissions are enabled for an assignment, allow students to view their initial Similarity Report immediately, then revise and resubmit their work up to three times, without having to wait 24 hours for updated originality reports. After three resubmissions have been made, the 24-hour report generation wait time will be restored.

NOTE: This change is already in effect in the LMS, however, when creating assignments, help text wording incorrectly advises the previous functionality. ICT are planning an upgrade to the Turnitin functionality in the LMS which will correct this wording discrepancy.

More information, please see the following Knowledge Base article:
How do I change the number of Turnitin Similarity Reports a student can generate?

For further assistance, please see below for how to contact support.

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Last updated: 30 April, 2018.

CURRENT
INC0146872

Turnitin - "Expired Class" in "Read-Only Mode" Error Message When Submitting

Timing of Impact:

Friday 6th April 2018 - Ongoing

Description:
Staff have reported that students are unable to submit assignments to some Turnitin activities in the LMS, being presented with the following error:

"This paper was submitted to a class that is expired, and is currently in read-only mode."

ICT have advised that this is due to a restriction in Turnitin relating to the "Turnitin class", which is linked to an LMS subject. Turnitin classes have a default expiry of 6 months since creation or at the due date of the last assignment (whichever is greater), after which intervention by the vendor is required.

If you are experiencing this issue, please contact ICT to have this resolved.

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Last updated: 30 April, 2018.

CURRENT
PRB0040529

Turnitin Errors for Some Students Viewing Originality Reports via the LMS

Timing of Impact:
Monday 23rd October – Friday 3rd November 2017

Description:
Some universities, including La Trobe, were experiencing intermittent issues where students were unable to access/view Originality Reports and assignment feedback in Turnitin. The following error was generated:

"Error message: M15: 26 - You may not view this paper because you are blocked from this class by your instructor."

This has now been resolved.

During the incident, the following functionality was not affected:

  • Submission of Assignments by Students
  • Assignment Confirmation Receipts to Students
  • Viewing/Grading of Assignments by Stafff

Please contact ICT if you are experiencing any issues.

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Last updated: 10 November, 2017

Resolved
 

ICT System Requirements & Compatibility

In April 2018, ICT reviewed the ‘System Requirements & Compatibility’ information for technology services from a user experience perspective. This includes the recommended browser, versions and operating system requirements for using the technologies. This will provide users with critical information for using the technologies and will enable them to have the best user experience possible.

LMS (MOODLE) - The Learning Management System

Application: LMS (MOODLE) - The Learning Management System

PlatformSystem and hardware requirements
WindowsWindows 10, Windows 8.1, Windows 7.
MacOS x 10.10 to latest
Supported BrowsersGoogle Chrome - minimum version 30.0
Firefox - minimum version 25.0
Safari - minimum version 6
Internet Explorer 9. Version 10 is required for drag and drop upload of content from outside the browser into Moodle.

LMS Admin (Manage My Subjects)

Application: LMS Admin (Manage My Subjects)

PlatformSystem and hardware requirements
WindowsWindows 10, Windows 8.1, Windows 7.
MacOS X 10.10 and above
Supported BrowsersGoogle Chrome - version 65 (64 bit)
Firefox - version 52 (64 bit)
Safari - 11
Internet Explorer 11

Echo360

Application: Echo360

PlatformSystem and hardware requirements
WindowsWindows 10, Windows 8.1, Windows 7.
MacOS X 10.10 - OS X 10.12
Supported BrowsersGoogle Chrome - most recent version
Firefox - most recent version
Safari - most recent version
Internet Explorer 11 and higher (including Edge, the Windows 10 native browser)

PebblePad

Application: PebblePad

PlatformSystem and hardware requirements
WindowsWindows 10, Windows 8.1, Windows 7.
MacOS X 10.10 and above
Mobileminimum mobile operating systems supported:
- iOS 9
- Android 5.1.1
- Blackberry OS 10.3.0
- Windows 10
Supported BrowsersGoogle Chrome - most recent version 59
Firefox - most recent version 53
Safari - minimum version 9
Internet Explorer 11

Turnitin

Application: Turnitin

PlatformSystem and hardware requirements
WindowsWindows 10, Windows 8, Windows 7.
MacOS X 10.7 and above
Supported BrowsersGoogle Chrome - minimum version 30.0
Firefox - minimum version 25.0
Safari - minimum version 6
Internet Explorer 9

Zoom (for Staff)

Application: Zoom for Staff

PlatformSystem and hardware requirements
WindowsWindows 10, Windows 8.1, Windows 7.
MacOS X 10.7 or later
Supported BrowsersGoogle Chrome 
Firefox 
Safari5+
Internet Explorer 7
 

Who can I go to if I have any questions?

Students should be directed to Student IT Support

If you require support in the use of the LMS or other educational technologies, please contact ASK EDTECH.

More support information is available on our Support and Contacts page.