Contacts for Moodle Help

If you experience any non-technical issues relating to your Moodle course, address your concerns firstly to your lecturer.

UNSW IT and external TELT support deal with different types of technical issues.

If you encounter a technical issue (e.g. an error message displays) while using Moodle, here are some steps to that might help before calling/emailing for support:

  • If you have time, try performing the action again at a later time.
  • Log out of Moodle, then log in and try again.
  • Change browsers and try again. See System Requirements for supported browsers.
  • Close down programs that may be slowing Moodle down, and try again.
  • Restart, or shut down and reboot the computer and try again.
  • Perform the action using a different computer.
  • Check that your login credentials work in myUNSW.
  • Check that your enrolments are correct in myUNSW. If you have just changed your enrolments, allow at least 48 hrs to pass before trying to access Moodle courses.

I can't log in to Moodle

Login may fail for a number of reasons:


1. You may not have entered either your User ID or Password correctly.

  • In the USER ID field, ensure that you have typed a "z" before your student number. (Eg. z1234567)
  • Your PASSWORD (your zPass) is case-sensitive. Check on your keyboard if Caps Lock is on or off.

2. You may not be currently enrolled in an online course.

You must have accepted an offer and have an active program record to have access to Moodle.


3. You have just accepted your offer, recently changed programs, or updated your enrolment in the current term.

Your online access may not have been updated yet. Allow 2 working days for this to be completed. If after 2 working days you are still unable to log in, the External TELT support team can help you:

Email: [email protected]
Phone: internal x53331; from within Australia (02) 9385 3331; international +612 9385 3331

Support hours:
Monday–Friday, 8.00am–10.00pm Sydney time
Saturdays–Sundays, 9.00am–5.00pm Sydney time


4. You have recently discontinued or graduated from your program but would like to access previous course content.

Graduates only retain access for up to 90 days and access to Moodle cannot be reinstated. The Student Hub may be able to help you assess your requirements and provide recommendations.


5. You are also unable to log in to other services (eg myUNSW) despite having correct zID and zPass

If you have not already checked, it is recommended to try logging into another UNSW service such as myUNSW.

If you cannot log into other UNSW services alongside Moodle, the IT Service Centre will be able to help you review and resolve access issues You can also check Identity Manager for Students for more information and self-help guides.


6. For other Moodle issues that do not match the above situations.

Contact External TELT Support with a description of the issue and your zID:

Email: [email protected]
Phone: internal x53331; from within Australia (02) 9385 3331; international +612 9385 3331

Support hours:
Monday–Friday, 8.00am–10.00pm Sydney time
Saturdays–Sundays, 9.00am–5.00pm Sydney time


See also Outages for Moodle and eLearning

 

 

I can login but don't have access to my course

You may not see a course in Moodle for a number of reasons


1. The term has not started.

Courses will only show up in your Moodle dashboard near the start of the term after the lecturer releases them. Release times vary so some courses may show up earlier/later near the start of the term compared to others.


2. Ensure your enrolments are correct in myUNSW.

If you have just changed your enrolments, allow up to 2 working days for the enrolment to update in Moodle before trying to access the course again. If your course is not listed properly in myUNSW, contact your lecturer.


3. You have just chosen or updated your enrolment in the current term.

Your enrolments may not have been updated yet. Allow 2 working days for this to be completed before trying to access the course again.


4. You are still unable to see the course after 2 working days from enrolment

Confirm with your lecturer if the course has been made available on Moodle. If it has been made available and you still cannot see it, then check your Moodle Course dashboard filters, and if needed contact the External TELT support team:

Email: [email protected]
Phone: internal x53331; from within Australia (02) 9385 3331; international +612 9385 3331

Support hours:
Monday–Friday, 8.00am–10.00pm Sydney time
Saturdays–Sundays, 9.00am–5.00pm Sydney time

 

I am receiving an error or have a 'how to' question

The External TELT Support help desk is separate from the IT Service Centre help desk.

External TELT Support can handle technical and how-to inquiries for Moodle and plug-in services such as Turnitin and Blackboard Collaborate within Moodle.

To help them investigate the issue, it is recommended to include the following details (where applicable) in your email, or have them ready when you make your phone call:

  • your name and student ID number
  • the program you are studying in, e.g. MBT, Australian Graduate School of Management, UNSW
  • the full name of the course you're studying
  • the Moodle course URL
  • if the issue relates only to a certain part of your course, the activity or resource URL
  • your computer type, operating system, Internet browser, and version details (i.e. PC laptop, Windows XP, Internet Explorer 9)—see the following page for information about Moodle system requirements
  • whether or not you are using a UNSW SOE (Standard Operating Environment) computer
  • a brief description of the issue you are experiencing
  • a description of the steps you performed immediately before the issue arose
  • any useful screenshots, or the text of any error messages.

Contact External TELT Support

Email[email protected]
Phone: internal x53331; from within Australia (02) 9385 3331; international +612 9385 3331

Support hours:
Monday–Friday, 8.00am–10.00pm Sydney time
Saturdays–Sundays, 9.00am–5.00pm Sydney time

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