If this effects a staff account, please refer to the Australian Staff Accounts Canvas document to create/fix the Canvas staff account.
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.
A user isn't automatically logged into Canvas on a domain workstation
Problem
A user is logging into an AIE workstation and doesn't automatically login to Canvas, this is whether they are a staff or student.
Solution
Restart the workstation
Ensure the user's workstation is joined to the domain
Ensure the user is logged in via their own individual Active Directory account (not a generic account)
Test login via an external device (e.g. mobile phone) as the user may NOT have a Canvas account at all:
If this effects a staff account, please refer to the Australian Staff Accounts Canvas document to create/fix the Canvas staff account.
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.
A student is not enrolled in one or more Canvas course(s)
Problem
A student may not be enrolled in any Canvas courses or specific course.
This can either be confirmed by going to the student's "Dashboard" or "Courses" page to find there are no courses listed (as shown below) OR the student has advised a specific subject is not present.
Solution
Ensure the student is in enrolled in the correct timetable in Wisenet.
An example below demonstrates Chris' enrolment in a GDML timetable.
Ensure the student's timetable is valid in Wisenet.
Timetables need to meet the following criteria.
Timetable code should meet timetable conventions as per the "Timetable Code Convention" document managed by AMAC.
Status needs to be "Confirmed"
Start date needs to be before today's date.
The following screenshots shows a list of timetables which meet the valid criteria (as of )
3. Wait for the Enrolment system to sync.
4. Done! If we use Chris' Canvas account from the previous example we can see their enrolment in the following GDML courses/subjects.
A student has withdrawn and can still login to Canvas
Problem
A student has withdrawn from their enrolment and may still access Canvas or the AIE network.
Solution (Temporary)
This will be automated as per improvement request DEV-12.
This is currently processed manually after notifying IT by disabling the user's Active Directory account.
A section name in Canvas does NOT include the teacher's name
Problem
A section name in Canvas does NOT include the teacher's name, example below.
Section name is:
AU 2017 Melbourne Cert 3 (Art) VETiS (T1-M17CUA3VETiS-4)
Section name should be:
AU 2017 Melbourne Cert 3 (Art) VETiS - Teacher's Name (T1-M17CUA3VETiS-4)
Solution
Ensure there is a trainer allocated to the correlating timetable in Wisenet.
Search for the timetable in Wisenet by the timetable code, e.g. T1-M17CUA3VETiS-4
Add a trainer to the timetable
Wait until the next enrolment sync at 11AM or 4PM to confirm the fix!
A problem or 'how to' is not listed here
Please ticket the problem/question and refer to the following categories in order to process the request correctly.
Content problems
Example: "Lock" icons/images displaying within pages when viewed by students
Route these issues to the relevant HOF or team/“owner” of the content for answering. Only resolve the ticket once you’ve confirmed that either:
The HOF has answered the question to the reporter directly OR;
The HOF has provided YOU the answer, which you relay back to the reporter
Problem with Canvas functionality
Escalate these issues regarding Canvas functionality to L3.
Access problems
Example: Student or staff member does not have access to Canvas.