Ongoing - Moodle 20-21

 Blackboard Collaborate: A small percentage of users are unable to join sessions on Google Chrome or Microsoft Edge and receive a message "Error : Uh-oh. You can't connect. Try to rejoin"

A small percentage of users have reported a problem when using Google Chrome or Microsoft Edge to join a Collaborate Ultra session or breakout group, causing them to be unable to join. The users will see a purple spinner that eventually resolves to the following error: "Uh-Oh. You can't connect. Try to rejoin"

Screen capture of the You Cannot Connect Rejoin message

Workaround

On April 20th, 2021 Blackboard released a permanent solution to the issue.

Any users still having issues using Google Chrome should try one of the following options:

 Blackboard Collaborate: Some users using Mozilla Firefox version 87 receive a message "Error : Uh-oh. You can't connect. Try to rejoin"

Blackboard Collaborate users using Mozilla Firefox version 87 connecting via TCP or TLS cannot connect to the session. Users will see an Error: "Uh-oh. You can't connect. Try to rejoin." Other browsers and versions of Firefox are not affected by this issue.

Screen capture of the You Cannot Connect Rejoin message

Workaround

For users connecting from behind a Firewall or using TCP/TLS only due to a ISP constraint in South America, at this time we do not recommend upgrading to Firefox 87. Affected users can either use supported versions of Google Chrome or Microsoft Edge (Chromium) for their Collaborate sessions. For more information about supported browsers, click here .

If the user must use Firefox, they will need to downgrade to Firefox 86: https://support.mozilla.org/en-US/kb/install-older-version-firefox

This issue is also fixed in Firefox 89 Nightly. Please note that this is a beta browser and is therefore not supported at this time by Collaborate. https://www.mozilla.org/en-US/firefox/89.0a1/releasenotes/

 Blackboard Collaborate: Attendees unable to see closed captions.

Blackboard Collaborate attendees are unable to see closed captions if they join session AFTER captioning begins.

Workaround

Method One
Stop captioning by removing captioner

  • Participant Panel > Click Ellipses next to Captioner's name > Remove Captioner

Start Captioning again

  • Participant Panel > Click Ellipses next to Captioner's name > Make Captioner

Note, existing captions will be removed from screen if this method is chosen.
Session recording will contain full caption history.

Method Two
Wait to start captioning until after all expected attendees have joined the session.

 Blackboard Collaborate: Web browser Google Chrome version 89.0, attendees unable to view content or hear audio in Collaborate sessions.

The main content area in the centre of the screen and video areas in bottom left/right corners are not visible. Affected attendees will only see solid black, as displayed in the image below.

Affected attendees will also be unable to hear others in the session. However, others will be able to hear and see them (if their microphone and camera are enabled).

Cause: The root cause is currently under investigation. Blackboard development team is prioritising work to find a resolution for this issue. This known issue will be updated when the issue is fixed. 

Workaround

  1. Try to uninstall / Reinstall the Chrome browser.
  2. Try disabling the Send a "Do Not Track" request with your browsing traffic setting under Chrome Settings (see image below).
  3. Use another supported browser. A list of supported browsers can be found here.

 Blackboard Collaborate session time may appear incorrect in Google Chrome.

Google has identified the following bug in their Chrome browser which can cause Collaborate session(s) times to appear incorrectly. Blackboard is aware of a behaviour where the time within Chrome browsers displays the session start time incorrectly compared to your device time.

Workaround

This does not affect the running of the session but please do inform your students who are using Google Chrome browser, to either ignore the browser times or to switch to another browser (Mozilla Firefox). We are waiting for the vendor to provide a fix as a matter of urgency.

Blackboard Collaborate PowerPoint upload/conversion errors and sharing your presentation. 

You may have an error when uploading PowerPoint files within Blackboard Collaborate and this leading to unable to share your presentation. The vendor is aware of this issue and working on resolving this as high priority.

Workaround

If you are experiencing PowerPoint conversion issue and sharing your slides, you can save your PowerPoint presentation as a PDF and upload within Blackboard Collaborate to share you presentation. You can also save your PowerPoint file as separate image files. 

To Save the Slides as Images, please do the following:

  1. Open PowerPoint
  2. Open the presentation needed
  3. Click File
  4. Click Save as Pictures
  5. Save the pictures to your Desktop for easy finding
  6. Select Format: JPEG
  7. Click Save
  8. The images are now saved to a new folder on your Desktop
  9. To Upload the Images to your Session
  10. Open your Collaborate session
  11. Click Load Content
  12. Browse to the Desktop folder created above and select all of the images from the newly created folder by pressing Command + A
  13. Click Open
  14. Select: Import Images as Individual Pages > Load
  15. The Page Explorer will open. This will allow you to move slides to different rooms and organize them.

Javascript Molecular Editor Question - answers don't save when there are two questions on one page

Within a Moodle Quiz, if you have two Javascript Molecular Editor(JME) questions on the same page, only the answer response to the last JME question is saved for the student. 

Workaround

Digital Education recommends that every Quiz Question is provided on a new page as this ensures student answers are saved with each page load. It also reduces the load on Moodle.

To set this up:

  1. Open your Quiz
  2. Click Edit Settings
  3. Under Layout
  4. Set New page to 'Every question'.

For more guidance on Moodle Quizzes please see the Moodle Quiz guide.

Zoom attendance list within Moodle is currently not being generated.

Within Moodle, the Zoom Attendance report is not generated from 26th November 2020 onwards. We are working with Zoom service providers to resolve this and a date to fix the report is yet to be confirmed. 

Workaround

To access the Zoom attendance report, please contact the Meeting organiser (the organiser who created the Zoom session) to download the attendance list from their Zoom home page. To find out how to do download the attendance report, please visit Zoom guide. Please note, until a fix is implemented, only the meeting organiser will have access to this report. 

Re-naming Zoom meetings on Moodle. Name changes do not appear in Moodle Calendar or Zoom platform.

Quick editing a Zoom meeting using the pencil icon on Moodle can lead to unexpected behaviour.

Zoom meeting quick edit

This includes changes to a meeting's name not carrying over to the Moodle calendar. As well, it has been reported that changes to a meeting name do not always carry over to the Zoom web portal, and will revert after a period of time.

This has been flagged to the developers of the Zoom plugin to investigate. 

Workaround

Avoid renaming if possible.

If you do need to rename something, edit the Zoom meeting, and update the name on the settings page.

Zoom meeting edit settings option

If the issue persists, create a new Zoom meeting and delete the old.

Moodle Participants Select all users .. the Choose actions button is greyed out. 

Within the Moodle Participants area if you scroll to the bottom of the participants list and click on Select all XXXX users 


You will notice the Choose actions button greys out / unavailable to select.  

Workaround

To first refresh the participants page, and apply any filters is necessary. Scroll to the bottom of the participants list and Select Show all 273 (your number will depend on the amount of users you have available on your Moodle course).

Scroll back to the top of the participants list and below the First name a/ Surname column header, click the checkbox


Scroll back to the bottom of the participants list and you options are available for you to select.


Ongoing - Moodle 19-20

Re-naming Zoom meetings on Moodle. Name changes do not appear in Moodle Calendar or Zoom platform.

Quick editing a Zoom meeting using the pencil icon on Moodle can lead to unexpected behaviour.

Zoom meeting quick edit

This includes changes to a meeting's name not carrying over to the Moodle calendar. As well, it has been reported that changes to a meeting name do not always carry over to the Zoom web portal, and will revert after a period of time.

This has been flagged to the developers of the Zoom plugin to investigate. 

Workaround

Avoid renaming if possible.

If you do need to rename something, edit the Zoom meeting, and update the name on the settings page.

Zoom meeting edit settings option

If the issue persists, create a new Zoom meeting and delete the old.

Turnitin assignments: Check the Post Date (assignments appear anonymous but are not)

How Turnitin should work:

If a Turnitin assignment has been set to anonymous marking and no submissions have been made it should be possible to edit (further extend) the Post Date of an assignment and keep the assignment anonymous.

Issue:

There seems to be instances where the above is not the case.  Though the assignments appear anonymous in the first instance if you choose to extend the Post Date by editing it, once a student makes a submission, their name is revealed and all other names appear anonymous. Even though the ‘new’ Post Date has not passed. This seems to happen ONLY in cases where the assignment settings have been edited in the assignment inbox via the pencil icon (image 1). We have reported the issue to Turnitin and they are investigating this as a matter of urgency.

Workaround and actions to take if you would like to update the assignment Post Date:

SCENARIO 1: No submission(s) has been made to the assignment and the Post Date has passed:

Edit/update the Post Date and any other dates within the Edit settings page of the assignment as necessary -  Turn editing on > Navigate to the relevant assignment >  Edit > Edit settings > Edit the relevant dates (image 2) > Save and display

SCENARIO 2: The Post Date has NOT passed and is correct, a submission has been made and the name of the student(s) who made a submission has been revealed. Other student names in the submission inbox remain anonymous, however as each student submits their name is also revealed.

A new submission inbox will need to be created.

SCENARIO 3: The Post Date seems correct, no submissions have been made BUT you may have edited the P ost D ate within the assignment inbox screen via the pencil icon (image 1)

Turn editing on >Navigate to the relevant assignment >  Edit > Edit settings > Save and display. This will ensure that the Post date is updated correctly.

Image 1 - assignment inbox

Image 2 - edit settings

Resolution

Turnitin are currently aware of this issue. As of August 2020, they recommend the same work in as provided above. For updates see Turnitin's known issues for Moodle page.

No icons in the Library Resources block

The Library Resources block on Moodle currently doesn't display its icons and will show the missing image placeholder instead.

Workaround

None

Resolved

 Web browser Mozilla Firefox version 86.0 causing display issues within the Moodle settings - fixed on 26/04/2021.

When using Mozilla Firefox version 86.0, you will notice some of your setting options displaying horizontally 'example below'. 

Workaround

This does not affect the running of your course and you can still use the options within the Moodle settings. Alternatively, you can choose to ignore the the horizontal display or to switch to another browser (Google Chrome). We are waiting for the developers to update the Moodle theme.

Moodle Snapshot 19/20 Terms and Conditions - new users cannot accept the terms and conditions and are repeatedly asked to accept due to read-only mode

When a NEW user logs into the snapshot 19/20 they are presented with the terms and conditions which they need to accept. However their response is not saved due to read only mode on the snapshot and this is presented again when they log in later. 

Workaround

Digital Education are working to resolve and review the read-only plugin to fix this issue - unfortunately nothing can stop this and the user has to re-accept the terms on each login. We will update this section once we have a resolution/workaround

Safari Browser, Moodle activity chooser missing scroll and Moodle page display wrapper. 

Display issues with browser version Safari 12, 13 and 14 is causing issues with Moodle pages wrapping text and not allowing you to scroll down on the Add as activity or resource chooser.

  1. The right hand scroll bar is missing to scroll down to the remaining activities and resources. 

.

2. Safari web browsers is wrapping the Moodle page text, see below. This is a Moodle theme issue only affecting the Safari browser. 

 


Workaround

Please use Google Chrome or another web browser as this is affecting Safari 12,13 as well as 14.

Intermittent issue affecting some Blackboard Collaborate breakout rooms, participants in a breakout room are not able to share audio/video.

Within a Blackboard Collaborate, some sessions with two or more breakout rooms may experience an issue where participants in a breakout room are not able to share audio/video. The vendor is aware of this issue and working on resolving this as high priority.

Workaround

Please create a new breakout room and move the participants from the affected one to the new breakout room.

For more guidance on this issue, please see the Blackboard Collaborate known issues page.

Moodle edit options disappear when mouse hover / roll over.

Moodle edit options buttons disappear intermittently when mouse hover / roll over. This affects accessing editing options on your Moodle page. 

Workaround

Please note, the hidden options do exist even though they have disappeared. Please go ahead and use the mouse to roll over and bring your options back, allowing you to select your option. A fix to this bug is scheduled for the next Moodle update. Moodle update on 18th November 2020

Update:

This issue is was resolved on the 18th November 2020 Moodle update.

Moodle Quiz - Gapfill Question type results in a display error. 

The Gapfill question type results in display errors including the Moodle footer appearing on top of quiz questions and/or Moodle blocks appearing under quiz questions. 

This makes it confusing for students to complete Quiz questions on the page and to navigate the quiz.

Workaround

  1. Edit a Gapfil question.
  2. Select More Options
  3. Change Display Answers to gapfill, or dropdown.
  4. Save

Update:

This issue is was resolved with the Moodle update to 3.9

Blackboard Ally - instructor icons do not display correctly.

Blackboard Ally's score icon appears beneath the wrong resource. This occurs where there is a resource on Moodle, and beneath it, an image is directly embedded. Ally's score icon will appear beneath the resource as normal. The same icon will be duplicated and appear beneath the image below the resource. The icon will link to the same accessibility report for the resource. The image's own accessibility report does not appear.

Please note that these icons only appear to Course Administrators and Tutors. This issue does not impact students.

The issue is under investigation by Blackboard.

Workaround

The issue is now resolved.

Mediacentral Download button is difficult to find on Moodle.

Where you have added a Media Resource on Moodle, and set the Media Resource to allow downloads. The download button does not appear beneath the video.

Our technical teams are currently investigating the issue.

Workaround

The download button is still there and functional. Please direct users to click near the bottom right of the video and the option should display.

Turnitin assignments: Launch rubric manager does not display correctly.

How Turnitin should work:

When setting up a Turnitin assignment, under GradeMark Options, staff should be able to launch the rubric manager to build and edit rubrics. 

Issue:

The rubric manager when launched does not display correctly, as a result, staff are unable to build or edit rubrics.

Workaround

  • Create the assignment without a rubric.
  • Open a submission - you could either submit as a test student or wait until submissions have been received. You could provide your rubric as a word document on Moodle so that students have access to it before they submit.
  • Click the rubric icon.

Rubric icon

  • Click the cog icon. 

  • Build your rubric or grading form as normal.


Resolution

Rubrics can now be attached as before.

'Allow Group Import'  (CMIS groups) function currently not working - fixed on 22/01/2020

The 'Allow Group Import' (CMIS groups) function available via the Portico enrolment block is currently not working. This means that any groups set up in Portico will not automatically be created in Moodle if this option is selected. The technical team hope to have this resolved for the start of term 2 as further investigation into this is required.

Workaround

Groups can be created and users assigned to groups via the Bulk enrolment method. For courses running in  term 2,  please DO NOT follow the steps below.  We hope to have the issue resolved by then and want to avoid the creation of duplicate groups.

For courses running in term 1 (Sept 2019 - Dec 2019), do the following:

  • Turn editing on and navigate to the Portico mappings block to ensure 'Allow Group Import' is unticked but that Mappings are activated.
  • Enrol users  and assign them to groups via the Bulk enrolment method described in the following the  guide - M06 Bulk enrolments.

Moodle assignments with Turnitin - new users are unable to accept Turnitin's Terms and Conditions in Chrome browsers.

How Moodle assignment with Turnitin should work:

Students need to accept Turnitin's Terms and Conditions in order to submit their first assignment to Moodle assignments with Turnitin integration.

Issue:

Students are unable to accept the Terms and Conditions.

Workaround:

Ask the student to accept the Terms and Conditions and submit on the Turnitin assignments on the Plagiarism and Academic Writing course. Any submission to the Plagiarism and Academic Writing course is not stored with Turnitin and so will not be picked up in any subsequent Turnitin submission.

Alternatively, kindly request the student submits their assignment using the Firefox browser.


MathML equations in Moodle do not display for Chrome or Explorer browsers. Fixed 17/01/2020

MathML equations in Moodle do not display correctly for students using Chrome or Explorer browsers.

Workaround

Please create any equations using Moodle's TeX editor.

Toggle for block sidebar is invisible in iOS - 20/01/2020

A new feature introduced in the Moodle summer upgrade is the display of your blocks within a sidebar that can be open and closed when accessing Moodle on a mobile phone. This toggle, which is a blue button with a white button, appears on the right side of the screen but currently doesn't display on iOS.

Workaround

None

Blue background on description boxes in folder resources - 20/01/2020

All folder resources on Moodle have a blue background on the description which impacts readability and accessibility.

Workaround

None

Course overview block doesn't indicate if a course is hidden - 11/11/2019

If you're a course administrator or tutor enrolled onto courses that are hidden, there's no indication within the course overview block that a course is hidden. The course overview block allows users to star (favourite) or hide courses but that applies locally to the user when looking at their dashboard and has no impact on a course being visible/hidden within the settings.

Workaround

If you're hiding old courses from students on Moodle, you can check that they're hidden by going into the course itself or looking at the Moodle category structure: https://moodle.ucl.ac.uk/course/index.php

MyFeedback not showing personal tutees - 24/10/2019

In the MyFeedback block, on the second 'My Students' tab, it says that 'Any personal tutees you are allocated (in Portico) will show by default in the list below.' but they do not. No Personal Tutees are shown for members of staff to whom they have been allocated in Portico. A fix is currently in development.

Workaround

None

Reading Lists not working - 09/2019

Unfortunately as a result of an update by Library to their Talis Aspire plugin, the reading lists were not working on Moodle and reading lists were not being displayed.

Workaround

The reading list plugin has now been updated as of Friday 13th September and you can now add your reading lists to your modules/courses. Please note the old plugin will be removed and all placeholders for your old reading lists will also be removed as a result on the 20th September.

Portico enrolments - 04/09/2019

If you're a course administrator or tutor who would like to reset their course, please note that due to some changes in the way enrolments work the block has been disabled and will be enabled by the 20th August.

Resolution

The portico enrolment block is now visible and mappings made within the block will correctly enrol students

Please note that currently within the Moodle Mapping interface there is a display error. For the majority of modules you may see 2 identical entries. Please tick both entries to ensure students are imported onto the course. The SITS team are investigating this duplicate occurrence and we hope to have it removed shortly.

Multiple attempts required to log into Moodle - 04/09/2019

Some users have reported having to enter their credentials multiple times to log into Moodle despite having cleared their cache.

Resolution

An issue with Moodle's infrastructure was resolved

Moodle logging users out - 04/09/2019

User’s may find that they are logged out of Moodle automatically and have to log in again. This seems to happen more so when attempting to enrol users.

Resolution

An issue with Moodle's infrastructure was resolved

Unenroling users and "Logging in as" another user, logs users out - 04/09/2019

User’s may find that they are logged out of Moodle automatically and have to log in again. This seems to happen more so when attempting to enrol users.

Resolution

An issue with Moodle's infrastructure was resolved

Quickmail Messages not working - 03/09/2019

User’s are not appearing when trying to send a message from Quickmail and messages are not being emailed out to students.

Resolution

A newer version of the Quickmail plugin has been deployed

Quiz - Drag and Drop Matching Question Issue - 13/08/2019

This question type is not working on Moodle quizzes. 

Workaround

Consider using a similar question type, such as the Matching or Gapfill question type.

Resolution

Will be fixed in the next update of UCL Moodle (13th August)

Quickmail not working  - 13/08/2019

User’s are not appearing when trying to send a message from Quickmail.

Workaround

Use Forums to contact groups, or email outside of Moodle to contact individuals.  cc' other Staff members, if required.

Resolution

Will be fixed in the next update of UCL Moodle (13th August)

Some users are unable to access Administration block - 07/08/2019

Some users have reported that they are unable to access the Administration block.

Workaround

None at present.

Course Reset Enrolment Issue

When a non-admin role such as a Manager and tutor tries to complete a course reset this should unenrol students from the previous cohort. Unfortunately there is a bug and students are not being unenrolled which means the new course has two cohorts of students.

Solution

You will need to reset your course as normal and then remove the Portico enrolment method as detailed in the Reset your course guidance.

Resolved - Moodle LSA's 18/19

Some URL links within the Moodle LSA snapshot 18-19 may redirect to live 19-20 - 15/11/2019

Some links to images and documents in Moodle snapshot 18-19 direct users to Moodle 19-20.

Workaround

Please send instructions to students on how to access a specific resource or activity rather than sending a link.