Common Tech Issues

Have the student wait a few minutes before trying again. More often than not, this will fix the submission issue. 

1. First, check to see if the student paid to renew the course in the shopping cart. If you can confirm payment, go ahead and manually update the unit in Buzz and give them a month from the current day since they haven’t been able to access it until now.
2. If that doesn’t work, sometimes, you’re seeing the course show up and when you proxy as them the course is showing up but for some reason on the student’s end, they are not seeing the course even though by all accounts and reasons there shouldn’t be a problem. 
3. When this happens, have the student check the date and time on their computer. There have been multiple instances where because the date and time on the computer is wrong, and the start date on the course is set to a specific date, the computer falsely thinks it’s not time for the course to start yet and so it doesn’t show up on their account. If they fix their date and time on the computer, it should resolve the issue.

Have the customer use the magnifying glass in the top right corner of the website and search the course instead. Make sure they hit Enter as not all options will appear as a suggested filler. The button may work again later so they can try using it again at another time.

• Old/New Course Document
  • Courses that are going to be removed are listed here and specify which date they will no longer be available. 
  • Check on the “Discontinued” tab at the bottom
• Courses with an * in front of their name are older versions of that unit and are therefore not available for purchase anymore. There is another newer version of that unit available for purchase that the customer can purchase instead, it will not have an * in front of the name.

Send the student’s info to the HD employees over the “Username Changes” project. It is best if you don’t change anything and let them handle it all instead as there are a lot of steps for them to follow to make sure everything is transferred properly. You can let the customer know they are quick about it and can easily get it done within a business day.

• Have the student wait a little longer first as it can take a long time for the code email to be sent to them. If they are still not seeing it, we can manually verify for them by just selecting “Verify” on their Buzz details page. Make extra certain that the email on file is correct before you do this. 
• This will not affect their ability to access their courses or assignments. If they are having an email verification issue with an assignment, it is not the same problem as this and is most likely a problem with TurnItIn not being able to access their work, which you can verify by proxying as them and checking the assignment. See the “TurnItIn Error Fix” section for instructions on how the student can resolve this in their settings.

1. First, have the student check in the top right corner of their Google Chrome browser to see if they are signed into their Alpine District email. If they are and it still isn’t working, have the student send a screenshot of what they are seeing (please tell them to take the screenshot of the FULL browser window.) 
2. Check on the following:
   • The bar at the top of the screenshot that has the name and information regarding the assignment
   • The grades page for the unit
   • Proxy as the student and look at what activities are included in the course feed. 
3. If you are seeing that the title of the assignment includes words like “Not visible” or “Hidden info” and this assignment is not included in the grades or the course feed along with the rest of the activities, then it is an old assignment that the student does not need to worry about completing. Have them go back to their course feed and manually select the next activity instead. 
4. Please then contact the teacher. This is a visibility setting issue. Often the page is in a folder that is hidden, but because the lesson is not hidden, it shows up as a page for them to go to next but then won’t open. 
   • The teacher just needs to go into edit mode and then click on the “eye” to remove visibility for any assignments that are showing up as “access denied” when the page shouldn’t be showing to students at all. Clicking the eye so it turns red with a line through it should solve the problem.

• Issues with the Orientation Course?
  • Students need to take their orientation course once a year. When they renew their registration, it will automatically add a new orientation course to their Buzz account. If there are issues with the course renewing or getting in the student’s way, here are some fixes:
    • If the orientation is about a year old, manually delete it from their account and manually add a new one to their account and make sure it expires at the time that their registration expires since this is when they will be when a new one is added.
    • If the orientation is fairly new, manually extend it until the end of their registration date.
    • You are able to excuse any assignments in the orientation as well, so if the student has already done it and Buzz added a new one and is asking them to do it again, you can excuse assignments and let them move on. Be sure to communicate and work with the student on these issues, we don’t want to hold them back from their work. 

• Sometimes when a student leaves a submission and then comes back to it to try it again, it will have a screen pop up that says “Would you like to pick up where you left off?” and the student’s first instinct is to hit “Resume” because they don’t want to lose their work. However, this prevents the assignment from resetting and therefore doesn’t allow them to save their new submission. 
• Have the student select “No” instead and this will cause the video player or the module or the quiz to reset and actually allow them to redo the assignment.