Moodle Troubleshooting Guide

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1 P a g e 1 Moodle Troubleshooting Guide Pg 2: Pg 2: Pg 3: Pg 4 Pg 5 Pg 6 Pg 7: Pg 8: Pg 9: Browser Issues Updating Browsers Deleting Browser Cache How to reset browser settings Browser Blocking Pop-ups: How to Allow Pop-ups Enabling and Unblocking Java in Chrome Enabling and Unblocking Java in Firefox Updating Java and other plugins Navigation Block Issues/Missing Courses How do I know what topic will resolve my issue? See this list below and then click on the item that may resolve your issue. Trouble logging into Moodle Topics: Deleting Browser Cache Trouble with viewing and clicking on items in Moodle and will not display the item or shows an error Topics: Browser Issues, Updating Browsers, Deleting Browser Catch, Reset Browser Settings, Browser Blocking Popups Using Jmail or uploading an assignment it just spins or doesn t do anything Topics: Browser Issues, Updating Browsers, Deleting Browser Catch, Reset Browser Settings Moodle course is not displaying correctly Topics: Deleting Browser Catch, Reset Browser Settings Cannot find my courses in Moodle Topics: Navigation Block Issues/Missing Courses Used to be able to see all courses, but now cannot see any Topics: Navigation Block Issues/Missing Courses When clicking on a link to view a video, the video is not viewable Topics: Updating Java in Google Chrome and Firefox Having trouble opening and viewing documents Topics: Browser Blocking Popups

2 P a g e 2 Browser Issues It is advisable to avoid using Internet Explorer in Moodle. Try one of these browsers: Google Chrome OR Firefox = Better Moodle Experience Updating Browsers: Google Chrome usually updates by itself when you close and re-open your browser. How to check if Google Chrome is up to date: 1. Click the menu button in the upper right hand corner under the X button. 2. Click about Google Chrome. 3. If your browser is up to date you will see this message. 4. If your browser isn t up to date click the same menu button and click Update Google Chrome. Firefox, like Chrome, usually updates by itself when you close and re-open your browser. How to check if Firefox is up to date: 1. Click the menu button. 2. Click the? at the bottom of the list for the Help Menu. 3. Click About Firefox 4. If your browser is up to date you will see this message. 5. If Firefox not up to date click the same menu button and click Update Firefox.

3 P a g e 3 Deleting Browser Cache: All browsers should be able to clear cache by holding down three keys on your keyboard all at the same time while you have the browser open. Try this keyboard shortcut: Press down on the keys: ctrl-shift-delete If that does not help try Google Chrome Browser: 1. Click the Chrome menu on the browser 2. Click tools and clear browsing data. 3. Check the Cached images and files check box. 4. Click the button clear browsing data Firefox Brower: 1. Click the menu button and click the? at the bottom of the list for the Help Menu. 2. Go to the advanced section and choose the network tab. 3. Click clear now in the cached web content. 4. Click the OK button at the bottom of the window.

4 P a g e 4 How to reset browser settings: Google Chrome Browser: 1. Click the Chrome menu on the browser and click settings. 2. Scroll down to the bottom and click show advanced settings 3. Scroll all the way to the bottom and click the Reset browser settings button. Firefox Brower: 1. Click the menu button and click the? at the bottom of the list for the Help Menu. 2. Then click troubleshooting information. 3. In the top right hand corner click the reset Firefox button.

5 P a g e 5 Browser Blocking Pop-ups: How to Allow Pop-ups In many instances it is good for a browser to not allow popups (pop-up windows) in order to keep advertisements from popping up windows with information you do not want. Moodle has some features that need to have the popups enabled so that content can be accessed. Please see the instructions below to allow pop-up windows. Google Chrome Browser: 1. Click the Chrome menu on the browser and select Settings. 2. Click on advanced settings at the bottom of the page. 3. Under the Privacy heading click the button that says Content settings 4. The content settings window will open and scroll to the Pop-ups area. 5. Select the radio button to Allow all sites to show pop-ups. 6. Click Done to save that setting. Firefox Brower: 1. Click the menu button and choose Options. 2. Select the Content panel. 3. Uncheck Block pop-up windows to disable the pop-up blocker altogether.

6 P a g e 6 Enabling, Unblocking, and Updating Java Some items on the internet need a plug-in called Java in order to display the item such as a video properly. Google Chrome Browser: Enabling Java in Chrome 1. In a blank tab in Chrome type the following: chrome://plugins/ A list of installed plug-ins will be displayed. Check to see if Java is enabled. (Will show a disable link if it is on.) If enabled it will look like this: 2. Click always allowed if you want Java automatically allowed. Unblocking Java in Chrome If you have trouble opening a video, you may see this. If you click on it, it will give you the following window. Go ahead and allow the plugin.

7 P a g e 7 Enabling Java in Firefox 1. Click the menu button and choose Add-Ons 2. Click on Plugins from the list of items on the left. You should see Java listed on the right. If it is not listed, you will need to install java. You can install java by clicking on this link Unblocking Java in Firefox If you have trouble opening a video, you may see this. If you click on it, it will give you the following window. Go ahead and allow the plugin.

8 P a g e 8 Updating Java and other plugins Check and make sure you have all the correct plugins and even other browsers: Google Chrome, Firefox, Adobe Flash, Java, and Adobe Reader. 1. Use to download any browser/plugin among other things as well. 2. Click the checkbox next to all the apps you want to download. You can learn more about a program by hovering over it. In the above example is the update for Java and the information when the cursor is hovered over it. 3. Click Get Installer and run it. 4. Follow the prompts to download and install the apps you are downloading. Note: Ninite will not install unnecessary items. Other sites may try to install tool bars and other software you may not want. Make sure that you do not install unwanted items when the installer asks you to.

9 P a g e 9 Hidden Navigation Block What is the navigation block? Your navigation block is an area in Moodle on the side of your window where you are able to navigate to Moodle courses. Remember: Please check the start date of the course in WebAdvisor. You will not see your course until the start date of the course. You should see your course by 9am on the course start date. If you are not seeing your navigation block or any of your courses, your navigation block could be docked. This may be causing you not to be able to see your courses. Follow these steps to undock your navigation block. This is what it will look like if your navigation block is docked. Click the arrow under the docked block to make it visible again.