D2L Troubleshooting Student Problems Image
D2L_Troubleshooting Student Problems Image
The Student Reports that a class is not appearing in their D2L
When students report that they can successfully log into D2L but one or more of their courses is not appearing in their D2L course list, verify the following before forwarding on the incident report.
Verify whether the course is through UWC Online, or through a campus institution. Online has a separate D2L. This means that if users have classes through UWC Online as well as a campus when logging into the campus D2L site users will be unable to see their Online course pages, and when logging into the Online D2L users will be unable to see their campus classes. Make sure they are logging into the correct D2L site.
Campus D2L login page: https://d2l.uwc.edu/
Online D2L login page: https://uwconl.courses.wisconsin.edu/
Verify the course site start date. If the course site is not yet active, users will not see the site in their courses list. If this is the case, explain to the user that they will not see the course page in their list until the instructor makes the site active.
It may also be the case that their course is not actually using D2L, not all instructors use D2L course sites. To verify this, you can look up their enrollment information in PRISM, and search the class in question in D2L. If the site does not exist or is listed as inactive, this means that the course in question is not active and they will not see it in their courses list.
If the course does exist and is active, verify how long ago the user registered for the class. It takes about 24 hours from the time that they registered for a class, for the course page to appear in their courses list.
If you have verified all of the above information, the course page is active in D2L, write up an incident report and send it onto Instructional Technology.
Student Reports That They Cannot Log Into D2L
When students report that they are unable to log into D2L, verify the following before forwarding on the incident report.
Verify that the student has an Active Directory account, and verify that the user is in the correct student OU within AD. If they are not in the correct OU, they will be unable to log into D2L.
If they are in the correct OU in AD verify that they are using the correct username and password. If necessary, have them reset their password via the self service accounts page, found at www.uwc.edu/account.
If they are in the correct OU in AD verify whether they are an Online student. Online students log into a different D2L than the rest of the UW Colleges students. If they are an Online student, have them go to the UWC Online homepage http://online.uwc.edu/ and utilize the D2L login here, as shown below.
If they are still unable to log into D2L, verify their course start date. Check the direction on how to do this if you are unsure. New students will be unable to log into D2L until their at least one of their course pages has become available. If this is the case explain that they will be able to log into D2L when one of their instructors makes their course page available.
It may also be the case that none of their courses are actually using D2L. To verify this, you can look up their enrollment information in PRISM, and search the classes in D2L. If all of the sites are listed as inactive or do not exist, this means that none of their course are using D2L and if the user has never used D2L before, they will be unable to log in.
If you have verified all of the above information, the student has active course pages in D2L, and they are still unable to log into D2L, write up an incident report and send it onto Instructional Technology.
Note: D2L accounts are actually created when the user first has an active course page. This means that until students have an active course page, they will be unable to log into D2L since they will not have a D2L account. Consequently, this means that students that have previously used D2L will be able to log in, even though they may not have active course pages at the exact time.