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Online Learning @ MQ

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Centre for Flexible Learning: 
Building Partnerships for Success 

Help

Note that this help is intended for those units hosted on Online Learning @ MQ.

Identifying Access Problems

When you try to access and use your online unit and its material, you may experience one of three problems:

  1. you can't get to the login point for your unit (in this case you never get asked for a username and password) - see Site Access Problems;

  2. you can't log in when you are asked to enter a username and password - see Logging In;

  3. after you have logged in, things don't seem to work and/or you get error messages - see Things Don't Work.

The following directions and steps are intended to help you with each of these, identify where your problem is and collect information that can help in trying to resolve it.

Site Access Problems

If you have Internet access and can get to Web sites but not your online unit then work through the following.

  1. Try to access Macquarie's home page at

    http://www.mq.edu.au/

    or the Library at

    http://www.library.mq.edu.au/

    Both of these are publicly accessible via the Internet. The only reasons you should have any difficulty reaching them are the following.

    • A temporary network failure between your Internet service provider (ISP) and Macquarie.

    • A temporary failure of the server you are trying to reach.

    • Your ISP is blocking access to the server you are trying to reach. This is very unlikely, but if your ISP is your employer then there is a remote chance of it happening.

  2. Try to access Online Learning @ MQ at

    http://learn.mq.edu.au/

    If this brings up a page without error then your Internet access to your online unit is working and you should be able to find it and attempt to log in.

    The easiest way to do this is to click on "Login". When you attempt to log in you will be prompted for a username and a password. If you then have a problem logging in, see "Logging In" below. After you log in you will see a list of the units to which you have access.

    The only reasons you should have any difficulty reaching Online Learning @ MQ are the following.

    • A temporary network failure between your ISP and the server.

    • A temporary failure of the server.

    • Your ISP is blocking access to the server. This is unlikely, but if your ISP is your employer then it is possible this is happening.

Logging In

If you cannot log in after ensuring you have entered your username and password correctly, you should contact IT Help:

Student IT Help
Building C5C Room 244
Web: http://www.library.mq.edu.au/help/
Phone: (02) 9850 HELP, (02) 9850 4357 (in Sydney) or 1 800 063 191 (outside Sydney)
Email: via the Just Ask form at http://www.library.mq.edu.au/justask/

Things Don't Work

If you experience problems with material not working after you have logged in or it seems to work but you get error messages, then there are two possible reasons.

  1. You might not be using a suitable browser. If your online unit uses only standard HTML and features of WebCT you can refer to the WebCT Browser Tune-up (http://www.webct.com/tuneup/) to check your configuration. For further assistance with Java installation see this Student Guide. If your online unit uses additional features you may need a particular browser and/or other software. Ask your convenor.

  2. If your online unit is using any java-based applications such as chat or a whiteboard then it is possible that your ISP is blocking access to the application's server. This is unlikely - unless your ISP is your employer. If you think that your ISP might be the problem then ask them if they have a firewall and/or block access to ports like 4445 to 4450, 4567 and 4568.

  3. There might be a problem with the online material. Tell your convenor.

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