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• Student Accounts
• Staff Accounts
• Australian Staff Accounts Canvas

Canvas Support

Canvas support may be contacted directly on 1800 292 308.

How to:

Give a Staff Member Admin Access (Admin Tab)

The following Tab for Admin access for staff can be added by going to Admin>Settings>Scroll to the bottom

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to

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NOTE: If you only have like 2 options for roles in their contact one of your other IT Support staff you need something tweaked on their end

Add in them by Inputing their username IE: dallas.ball (firstname.lastname)

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:

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Reset a Canvas password

If you cannot remember your password 

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1. Ensure the user is using their Active Directory username and password.
2. If the user is using Canvas offsite or a device that is NOT on the AIE domain:
   
   1. Try using the AIE domain prefix in the username, e.g.
      
      Username: aie\john.smith instead of john.smith
      Password: ********
       
3. If it affects an Australian staff member:
   1. Reset the password via Active Directory
       
4. If it affects a US staff member:
   1. Try using the http://aie.instructure.com/login/canvas URL to login
   2. Reset the password via Canvas
       
5. If the user DOES NOT have a Canvas account
   1. If this effects a staff account, please refer to the Australian Staff Accounts Canvas document to create/fix the Canvas staff account.
   2. If this effects a student account, please wait for the next enrolment sync. If the problem isn't fixed create a ticket, please refer to the troubleshooting steps in the Student Accounts document to ensure the account is created.

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1. Restart the workstation
2. Ensure the user's workstation is joined to the domain
3. Ensure the user is logged in via their own individual Active Directory account (not a generic account)
4. Test login via an external device (e.g. mobile phone) as the user may NOT have a Canvas account at all:
   1. If this effects a staff account, please refer to the Australian Staff Accounts Canvas document to create/fix the Canvas staff account.
   2. If this effects a student account, please wait for the next enrolment sync. If the problem isn't fixed create a ticket, escalate, and tag Kosta.

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• • Student Accounts
  • Staff Accounts
  • Australian Staff Accounts Canvas

If you cannot find a fix for these problems, escalate these issues to L3.

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