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Commonly asked support questions

30 September 2020 Posted in: Tips Tagged: By: Annette Muhammad

Here are the questions that were most commonly asked via The Helpdesk during the past month.

Question 1: How can I give someone access to my course?
Answer 1:If you are an Administrator, Course Administrator or Teacher on a QMplus course area, you can enrol others onto your course area yourself. For details of how to do this, please see ourHow can I give people access to my courseguide.  

Question 2I have given a user guest access to my course but the user cannot play my QMplus Media videosHow can I fix this? 
Answer 2:If you wish to share your videos to a QMplus area that is available to non-logged in users who are using guest access, then you need to change the settings on your videos to make them publicly available. To do this, following the steps in our guide on how to make your video publicly available. 

Question 3: How can I find out who attended my Blackboard Collaborate sessions? 
Answer 3:If you are using the External Tool activity, you can see a detailed attendance report for all attendees. You can download the report in spreadsheet format. To access attendance reports, click on the      icon to the right of the session:

Attendance reports are not available when using the Collaborate activity. You can use activity completion as a rough form of attendance monitoring but this will only log who launched the Collaborate session and will not tell you how long they spent in the session. You can also view the session logs within QMplus. 

Question 4The Module Information block is missing on my course area and the block is not available to add. Can you help? 
Answer 4: This issue is caused by the format of your course. The Collapsed Topics (QMUL) course format has been disabled and because of this, the Module Information block is no longer available. To restore the block, you need to change the course format to Topics Format (QMUL). Find out how to change your course format here.  

Question 5: How can users prevent connection issues when participating in a Blackboard Collaborate session?
Answer 5:A stable internet connect is necessary to participate in a Blackboard Collaborate session. If users are having problems with their internet connect, they can try the following: 

  • If possible, use a wired ethernet connection between your device and the router as this is more stable than wireless. 
  • Ensure they are using one of the supported browser when joining a session.  
  • Turn off cameras and use screen sharing as little as possible. 
  • Reduce the number of tabs/windows open and ensure other internet activity is minimised.

Find out more about the technical requirements for joining a Collaborate session here. 

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