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When to direct student help requests back to the student's instructor for D2L
The general rule of thumb to use when assessing who a student's D2L help request should be directed to, is whether or not it's something up to the instructor's discretion. Is it a judgement call, versus a procedural or technical question?
This document attempts to explain and provide examples for when it's appropriate to redirect a student help inquiry for D2L back to the student's instructor
Here are some common examples of situations in which the instructor of a class decides what happens (all instructors are empowered to do these things). In each case, the student should be referred back to his or her instructor. Under no circumstances will any staff ever intervene on the student's behalf regarding judgement calls; the instructor MUST decide the correct course of action.
|Relevant KB Articles|
|A student needs to access a course before the semester begins.||It is an instructor's option to open a course in D2L to students early. Students that feel their course should be available can contact their instructor. Instructors unsure of how to open courses can refer to KB #66560||51747|
|A student wants to delete a discussion post or Dropbox submission.||There are pedagogical reasons why students cannot do these things. Refer the student to his or her instructor.||Edit or Delete a Discussion Post|
Un-Delete discussion posts in d2l
|Some kind of technical issue occurred, or for whatever reason a student was not able to complete a D2L quiz/exam on time, or cannot access it.
||The instructor elects to either reset the student's quiz attempt, grant special access, or does nothing and the student receives whatever for a score (see Quiz KB articles).
||Document 44285 is unavailable at this time.|
|A student registers for a course but can't see it.
||The student can wait 12-36 hours for the automated process to complete, or the instructor can manually add the student to the class via the Classlist tool in their course (see KB article for help regarding Classlist).
||Courses Do Not Show Up / My Course is Missing |
Enrolling a user in Your D2L Course
|Something (content, grade, discussion,
||The instructor has probably not finished completing the task, or the student is confused about course schedule. Refer to instructor.
|Certain feedback or quiz results were supposed to be made available, but aren't.
||Verify the student knows how to view feedback or results. Most likely the activity does not have settings compatible with what the student is looking for. The instructor needs to know
||D2L Quizzes (Students) |
Viewing Feedback in D2L Dropbox
Document 39439 is unavailable at this time.
Document 63825 is unavailable at this time.
Students Accessing Submission Views in D2L Quizzes
| A student dropped a class, but it's still showing up in D2L.
||The student can wait 12-36 hours for the automated process to
complete, or the instructor can manually remove the student from the class
via the Classlist tool in their course (see KB article for help
regarding Classlist). Students that are manually added MUST be manually removed if they drop.
||See A student registers... |
|Student requests syllabus or access to materials/quizzes/
||Totally up to the instructor to provide/deny access.
||See Something... |
|Student took "incomplete" on a course and needs access.
||The instructor can manually enroll the student as a "Student - long term" via the Classlist tool in their course (see KB article for help regarding Classlist).||Student Long Term (Extended) Access |
Document 44285 is unavailable at this time.
Document 45480 is unavailable at this time.
|This is an option the instructor enables or disables (see Dropbox KB if necessary).
||Viewing Turnitin Dropbox submissions in D2L |
Turnitin Overview for Dropboxes in D2L
Using Turnitin (Originality Checking) in D2L
Enabling Turnitin (Orginality Checking) within a D2L Dropbox Folder
|A student is supposed to post to a discussion, but there's nothing there or there is no button to start a thread.||This usually occurs if a student is required to "post first" before seeing other student posts. It may also be that there are date restrictions on the topic. Refer the student to his or her instructor.
||Joining a Topic, Reading Posts, and Posting Messages in the Discussion Tool of D2L|