Known Issues

5XX Internal Server Error

There is an issue within Echo360 where students are receiving the following error – 5xx Internal Server Error. See image below.

This error is caused by a duplication of their account from when an embedded recording is sometimes double clicked on. To fix this the duplicate account needs to be deleted by an administrator. Place a job with this form and it will be actioned:

Blank Screen on accessing Echo360 Recordings

Getting this error when trying to login to MyLO:

If you are receiving an error message when logging into MyLO stating you are not Authorised please try resetting your password. Note that is you are new to the University it can take 24 hours for your account to be created- so if you get a message stating that your  username or password is not known this might be the issue. Wait 24 hours and see if you can log in successfully.

If you still continue to have problems accessing MyLO please contact the Service Desk: service.desk@utas.edu.au

Getting this error when accessing a unit or content within MyLO:

If you are trying to access a unit in MyLO - such as Turnitin & Academic Honesty and get this error, you may not be enrolled. To self-enrol in this and other units go to the Course Catalog.

If you are in a unit, and pressing on a link gives you this error, then the link may have restrictions on it, or it could be pointing to a file that is still in draft mode. In this case it is best to contact your lecturer in the first instance, as they can fix these errors.

With the Turnitin integration within MyLO there are a few common errors that can appear that can be overcome quite easily. This help guide: https://mylo.utas.edu.au/d2l/lor/viewer/view.d2l?ou=6607&loIdentId=96282 includes workarounds with errors you may receive when creating your assignment, issues with GradeMark, and how you can go about resubmitting items to Turnitin to receive your originality reports.

To access MyLO Manager when not on campus you will need to have access to VPN on your PC. If you are using a UTAS laptop at home the VPN should already be installed.

However if you are using your own computer you will need to to download MyVPN in order to access MyLO Manager

For any issues with installing VPN please contact the Service Desk.

Please note that MyLO will auto save your quiz answers as you go so,
so if you do have network issues or other problems your answers will be saved.

Respondus Help can be found here to assist with common issues.

How do I install LockDown Browser?.

Small Screen when opening up your Quiz:

When opening up a quiz in MyLO which uses Respondus Browser and Monitor, and you find that the quiz is only taking up part of  your screen:

This occurs when the display is set to a higher resolution than Respondus LockDown Browser is able to support. Students with 4k monitors and other very high-resolution displays should lower the resolution before beginning a LockDown Browser quiz. The use of docking stations can also cause similar results.

For a non 4k monitor, we recommend a resolution of 1920 x 1080 and a scaling of 100% - 125% or so.
For 4K monitors, we recommend 3840 x 2160 with a scale of 200%.

Instructions on how to change your screen resolution can be found here:

• For MAC: support.apple.com/en-au/guide/mac-help/mchl86d72b76/mac
• For Windows: support.microsoft.com/en-au/help/4026956/windows-10-change-screen-resolution

There is a problem with the LockDown Browser settings for this Exam.

When opening up Respondus LockDown Browser you get the message as per the image below:

There can be a number of causes for this error. In the first instance of getting this message, please contact your lecturer, in case they can see an error on their end that can be easily fixed. If there is no visible error on the lecturers view of the quiz then see if the below helps fix your issue.

• The error is often caused by the student accessing the exam through a "reminder" entry in a toolbar or calendar. It's important for the student to access the exam by first navigating to the course and then going to the appropriate test area or content area.
• If the student is going first to the course, then to the content area, but the problem persists,  the error could be caused by security settings on the computer, ISP, or network. In most cases, the problematic settings are on the computer itself. Please do the following steps one at a time and afterwards verify if the problem persists.
• Your computer, ISP, or network might be blocking access to the Respondus servers. Temporarily shut down all anti-virus and firewall software on the computer and try the exam again. If the problem persists, try using the computer on a different network, or using a different computer on your main network. Keep in mind that the block could be in the router itself. Bypassing the router and plugging straight into the modem may help.
• If the error persists, reset your computer's internet options.  For Windows users, go to control panel and select "Network and Internet." Once there, click on "Internet Options".  On the "Security" tab, ensure that your settings are not higher than "Medium". On the Advanced tab, click "Reset" located under the header "Reset Internet Explorer Settings". In the window that opens, select "Delete Personal Settings" and then click on the Reset button. Doing this will impact all client browsers, not just Internet Explorer.
• After resetting the internet options, restart your computer and try to access your exam again.
• Ensure that you have the correct time and time zone set for your computer.

If you need help with fixing any of these issue please get help from the Service Desk.

Unexpected Error upon Submission of Quiz

On submitting your quiz within Respondus you receive an error:

Unexpected error. Please contact the system administrator

If this occurs:

• Close down Respondus Monitor and go back into your unit in which the quiz was taken.
• Go to the quiz tool and check that your attempt was submitted. You can do this by selecting the Submissions option from the drop-down next to the quiz name. You will see all your attempts in a list here. For more information on the attempt - such as the date and time submitted, as well as any score and feedback released by your lecturer can be found by pressing on the attempt link.
  
  
  
  Contact your lecturer in the first instance and let them know of the issue.
• More information on how to access your quiz results can be found in this guide.

We are aware of an issue with the ETS, e-rater® feedback for certain papers. The message "e-rater® cannot process this paper" is shown, even if the paper is within the 64,000 character limit and is in the correct formatting. In some cases reformatting the document may resolve the error, but we are not able to pinpoint the exact area that needs to be reformatted in the document.

Currently there is no workaround for this issue. Turnitin's engineering team are working with ETS to develop a fix for this.

Users unable to view Echo360 Recordings using Chrome

If using Chrome please be sure your browser is up-to-date and that cookies are enable.

To Allow Cookies in Chrome:

1. Open Chrome
2. Click on the 3 horizontal dots in top left hand corner of the Chrome toolbar, then select Settings from the menu that appears.
3. Type the word Cookies in the search box at the top of the settings page to be directed to the Cookies settings in Chrome.
4. In the middle of the page you should see the Privacy and Security section. Click on Cookies and other site data.
5. In the Cookies setting page, select Allow all cookies if it is not already selected.  This will ensure that Echo360 content will appear properly, even if embedded in an LMS or other website frame.

NOTE: If you encountered the Enable Cookies message when trying to view Echo360 content, and had to change your cookie settings, you may ALSO want to clear your browser cache, as well as cookie and site data, to ensure you are no longer blocked from viewing content. https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en

Users unable to view Echo360 Recordings using Safari

To configure cookie settings in Safari for macOS:

1. Open Safari
2. Click the Safari menu and select Preferences.
3. Click the Privacy tab.
4. DISABLE both the Prevent cross-site tracking option AND the Block all cookies option. Both of these boxes must be unchecked.
5. Close the Safari Preferences window and refresh or restart your browser.

To configure cookie settings in Safari for iOS:

1. Open Settings and scroll to Safari.
2. Scroll down to the Privacy and Security section of the page
3. Review the current setting for Prevent cross-site tracking and Block all cookies. Both of these sliders must be OFF, as shown in the below figure, in order to view Echo360 content through Safari on a mobile iOS device.

There are currently issues with recent versions of Safari, including Safari 12.1 and Safari 13.0.4 on Catalina and Mojave that are causing the Safari third party cookies toggle to not function properly. This is preventing users from accessing Echo360 content when that content is embedded in another site, like an LMS. We've tested and found that the current Safari Technical Preview resolves this problem. Until a fix is available in a publicly distributed Safari update, we recommend you temporarily use another browser, such as Chrome or Firefox. We apologize for the inconvenience.

There is a new option within MyLO that allows you to directly add a URL or embed code for either a Video or an Audio component.

This option can be used with several different sites- but not for MyMedia. If you enter your URL in this way it will not play. If you enter the embed code it will play, but not in full screen. We recommend using your normal method of adding MyMedia recordings for your students to access.

A list of sites that do allow you to use this method of uploading include:

• Daily Motion - (www.dailymotion.com)
• Discovery Channel - (dsc.discovery.com)
• Howcast - (www.howcast.com)
• Influxis - (www.influxis.com)
• Khan Academy - (www.khanacademy.org)
• MIT Video - (video.mit.edu)
• National Geographic - (video.nationalgeographic.com)
• SchoolTube - (www.schooltube.com)
• Science Stage - (www.sciencestage.com)
• Teacher Tube - (www.teachertube.com)
• Ted - (www.ted.com)
• TV.Adobe - (tv.adobe.com)
• YouTube - (www.youtube.com)
• Vimeo - (www.vimeo.com)

We have come across an issue where a staff member will get an internal error when trying to access the Gradebook, Classlist or an assessment. This will only occur IF you  have been searching for Groups of students instead of by user, AND there are two copies ( or more) of a Group with the same name.

The issue is resolved by removing the groups/s that are not correct. If you cannot access the Groups tool to fix this you can log a job with the Service Desk.

Below is what a Campus Group should look like.

You can see in the List below there are two campus groups in the list.

Delete the incorrect group/s and you will no longer get an internal error.

When a Turnitin assignment is created within a Learning Management System (LMS*) course, a Turnitin class is created  for this course if one does not already exist.  This class has a default end date which is typically six months from the creation date or on the day of the latest post date for Turnitin assignments in that class.  Once this end date is reached the class becomes "expired," which means any submissions in this class become read-only. Instructors will be able to view the originality report and any grades, comments and rubrics attached, but will not be able to make any modifications until the class is reactivated.

While Lecturers will continue to have read only access, students will not because according to Turnitin:

A student who opens their Originality Report will not receive a read-only message - this is because students do not have the ability to add grades or feedback to their reports, irrespective of whether the class is active or not. So a read-only message is not considered necessary for students.

Therefore: to avoid students being unable to access feedback you should get all students to download their personal GradeMark feedback before the end of semester.

If students are getting an error message similar to the one below, it is likely that the course on the Turnitin side has closed.

If your unit is still running you can fix this issue by creating a semester long Turnitin Assignment folder and hide this from your students as shown in the instructions below.

1. Create a new Assignment folder. On the restrictions tab select a start and end date- ensure the end date is the semester end date / unit end date.  Tick the option to allow only users with special access to see this folder. But do not choose any students. This folder will therefore be hidden from their view.
   
2. On the Turnitin tab select the option to enable Turnitin folder. You do not need to worry about any other settings as it will not actually be used.
   

Your students will then again be able to access their GradeMark and we advise that students download a PDF copy of their GradeMark to keep for future reference.

1. Once they access Turnitin via the Originality Report or GradeMark icon, students can select the download option.
   
2. Choose Current view to print out a PDF version of the assignment plus the GradeMark and feedback left by the Lecturer.
   

When uploading an assignment to an assignment folder you may sometimes encounter an issue. Please look through the main issues here with the ways in which to resolve them.

Cannot see the Assignment Folder in your unit.

There could be various reasons why you cannot see your assignment folder in your unit. Often the assignment folder will only appear if you have accessed specific content, done a quiz or activated a plagiarism Checklist. To ensure that you have done these items read the announcements in your unit, read your unit outline and access any content module called Start here or Important Information, as it may contain links to either a Quiz you need to do or a checklist you need to agree too. These tools can also be found in your navigation bar.

If after going through your unit content you still cannot see any assignment folder, in the first instance, please contact your lecturer about this issue.

Your Assignment cannot be Submitted

There could be a few reasons why you are unable to submit your assignment. Below are a few common reasons:

• The end date for your assignment may have already been reached and the assignment folder is now closed. If you no longer have the option to upload your assignment (it is greyed out) please contact your lecturer and they can give you extended access to the assignment folder so that your assignment can be loaded.
• If  you cannot see the button to upload your assignment try clearing your browser cache. Once you have done this try loading your assignment again
• You are trying to upload an assignment via an iPad- currently this is not compatible. Please upload via a PC or laptop.

Clicking "Attach File" does nothing

This can happen because your browser ( such as Firefox, Google Chrome or Safari) has pop-ups blocked.  Please disable pop-up blockers,then hit F5 (refresh) then try clicking on  the button again. Other causes of this issue can be Norton browser plugin; AdBlockPlus; or your internal internet browser settings. Please disable these for use with MyLO and try again.

You get a message saying "Oops, your file could not be uploaded"

For further assistance with any issues loading an assignment please contact the Service Desk: http://www.utas.edu.au/service-desk/home

There is a known issue for users on iPads when going to create a discussion post within MyLO. When typing in your text, the first two lines do not appear in the edit window. However on posting the text will appear.

This is a known issue that the vendor is investigating. The workaround is to create your discussion in Grid view when on an iPad. Instructions on how to change your view from Reading View to Grid View can be found here: Grid View.

Users may find that they are unable to see some content within MyLO - this may be due to the fact that browsers such as Google Chrome, Mozilla Firefox and Internet Explorer are now actively blocking mixed content - content from unsecured sites. For more information on this issue please read the following article on the Desire2Learn Community website: https://community.desire2learn.com/mixed-content-blocking-browser-changes-secure-pages/

To allow mixed content within your pages you may have to actively choose to allow blocked content. To do this please follow the instructions set out below for the appropriate browser being used:

Mozilla Firefox

Google Chrome

Internet Explorer

In MyLO you have the option when creating a Grade item to only show a student the Grade scheme, and not the actual grade or percentage. To do this Once the grade item is created you can select UTAS grades( or your own grade scheme) and select the options as below:

However unless you change a setting in the View User Progress tool, students will still be able to see their exact mark , as well as see where they sit in regards to others in their class.

This setting needs to be turned off in each unit that you do not want your students to see this data.

To do this:

• Go to Edit unit/ View User Progress
• From the classlist choose any student and press on their name
• Press on Settings
• Un-tick the option:  Display box plots of the class grade and distribution for graded items. Press save.
  

Issue:

When trying to send an email from within the Classlist or from within a group you receive an error message stating that you are not authorised to do so.

Resolved:

The most common cause of this problem is due to you having a quiz in progress. To fix the problem look at the alerts within MyLO.
Press on the red dot and you will see a message stating that you will not be able to receive any further alerts until the quiz has been submitted.

Press on the quiz name - this will take you to the unit with the quiz still in progress. Submit the quiz and you will once again be able to use MyLO email and get other notifications.

Note: If you cannot submit your quiz please email your lecturer - they will be able to do this for you or delete the attempt altogether.