Frequently Asked Questions (FAQ)

Desire2Learn (D2L - new DSO)

  1. I can't login to DSO
  2. I can't use DSO properly (when I click on anything nothing happens or I get an error message)
  3. The 'My Sites' Widget does not include all of the units I'm enrolled in
  4. I'm having problems accessing and using DSO from work
  5. How long can I be logged into DSO before it times out?

  1. I can't login to DSO

    Before you can access DSO you must activate your Deakin username and password. Go to the Passwords page and follow the instructions. If problems persist, contact the IT Service Desk for further assistance.

  2. I can't use DSO properly (when I click on anything nothing happens or I get an error message)

    This is usually a browser setup issue. Go to Getting Started and follow the essential steps to successfully access, login to and use DSO. If you receive ticks for each area but are still having problems, go to Clearing browser cache and cookies and follow the steps for whichever browser you are using.

  3. The 'My Sites' Widget does not include all of the units I'm enrolled in

    If your My Sites Widget does not include all of the units in which you are enrolled, please check your enrolment details through StudentConnect.

  4. I'm having problems accessing and using DSO from work

    If you access DSO from behind a corporate network, such as in a workplace, you may be restricted due to a workplace firewall. You may need to contact the IT Administrator in your organisation to organise appropriate access. Go to the Information for Deakin Studies Online (DSO) users connecting via a corporate network for technical information to assist the IT Administrator of your organisation in providing access to DSO in line with the policies of your organisation.

  5. How long can I be logged into DSO before it times out?

    If there is no activity registered, DSO will time out after 180 minutes.

eLive

  1. I don't have Java, do I need it?
  2. Where do I get a headset from?
  3. Can I use speakers and a microphone?
  4. My microphone won't work, what do I do?
  5. Mac users
  6. I have a "Connection Failed. Timed Out." error message. What do I do?
  7. How long before the start of a session can I get in?
  8. Do I need a password to get into the session?
  9. While using Student Lab PCs, the browser complains when trying to open meeting.jnlp or recording.jnlp files. What can I do?
  10. When I click on something nothing happens, or I get an error message?
  1. I don't have Java, do I need it?

    Yes. You will need Java Web Start which can be downloaded from the Deakin University Software site or installed from the 'Software Essentials DVD.

  2. Where do I get a headset from?

    Any major computer, communications or electronics retailer sell computer headsets at reasonable prices. USB headsets are recommended.

  3. Can I use speakers and a microphone?

    Yes. Please ensure you go to the eLive configuration room at least 24 hours before your session to ensure your audio is set up correctly. To login type in your name. The password is config. Please refer to Testing your hardware on eLive set-up guidelines page.

  4. My microphone won't work, what do I do?

    Please ensure you go to the eLive configuration room at least 24 hours before your session to check your audio settings. To login type in your name. The password is config.

    If you have a DUWS computer (Acer), and your headset is plugged into the front audio ports, please try the audio ports at the back of the computer.

    Make sure the microphone isn't clicked to "mute" on the controls located half way down the headset cord.
    1. If using a PC, there are two places that control the microphone and both have to be set properly to work:
      1. Go to Start > Control Panel > Sounds and Audio Devices (or Sounds and Multimedia depending on OS version).
        Click on Audio tab. Under Sound recording, click on Volume. Under Microphone check Select.
      2. Go to Start > Accessories > Entertainment >Volume Control.
        Select Options and make sure Advanced Options is ticked.
        Then select Properties and make sure Microphone is ticked.
        Select the Microphone column and untick mute, then select Advanced. Make sure both microphones at the bottom are ticked.
    2. If using a Mac, go to Finder>Applications>System Preferences>Sound and check all the following:
      1. Under Output, that the USB headset is selected.
      2. Under Input, that the USB headset is selected.
      3. Check the volume is high enough and mute is not ticked under all tabs

  5. MAC users

    A USB headset is recommended for use rather than a standard RCA headset.

    To paste into the whiteboard in eLive, you have to use the PC keys of Control+V instead of Apple V, after choosing the Enter text on Screen Enter text on Screen icon to the left of the whiteboard.

  6. I have a "Connection Failed. Timed Out." error message. What do I do?

    When using eLive for the first time, you may need to configure or confirm settings in your personal firewall to allow the installation of Java Web Start and the eLive resource files.

  7. How long before the start of a session can I get in?

    You will be able to access the session 30 minutes before it is due to begin. It is highly recommended that you login to your session giving yourself plenty of time to establish audio contact with the moderator. You will then be able to "step away" from the session (your moderator will tell you how to do this) and "return" within 5 to 10 minutes of the session start time.

  8. Do I need a password to get into the session?

    You may need a password to enter an eLive session. In cases where you do, it will be provided to you by the staff teaching the unit.

  9. While using Student Lab PCs, the browser complains when trying to open meeting.jnlp or recording.jnlp files. What can I do?

    If you get an error message of

    • Internet Explorer: Windows cannot access the specific device, path, or file. You may not have the appropriate permissions to access the item
    • Mozilla: C:\document~1\your username\locals~1\temp\recordig.jnlp could not be saved, because you cannot change the contents of the folder

    while trying to access eLive from the lab, please try the following work around.

    Please note that this work around will only work within Mozilla not Internet Explorer. Once the work around has been applied you can access eLive via Mozilla or Internet Explorer on that PC.

    1. Go to the eLive session
    2. When Prompted by the JNLP dialog box, Save the file to the desktop
    3. Navigate to the file and Right Click on it
    4. Select 'open with'
    5. Click on the 'browse' button
    6. Navigate to C:\Program files\Java\j2re1.4.2_02\javaws\
    7. Click on the javaws program
    8. Click on open
    9. Make sure the checkbox 'Always use the selected program to open this kind of file' is ticked
    10. Click on 'OK'
    11. This should launch eLive.

    If you still encounter any problems, please contact the IT Service Desk.

  10. When I click on something nothing happens, or I get an error message?

    This is usually either a browser set-up issue, or you have to clear either your browser's cache and cookies or your Java cache. Please go to Clearing browser cache and cookies and follow the steps for whichever browser you are using. To clear your Java cache, go to Clearing your Java cache and follow the steps.

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Turnitin

  1. I can't submit my paper to Turnitin
  2. I can't use Turnitin properly (when I click something nothing happens or I get an error message)
  3. My originality report hasn't appeared

  1. I can't submit my paper to Turnitin

    You may be trying to submit a file in the wrong format. Turnitin will only accept files in the following formats: MS Word, WordPerfect, RTF, PDF , PostScript, and plain text formats.

    Turnitin does not accept submissions saved in Microsoft Works or AppleWorks format. If you are using either of these programs, please save your paper in RTF (rich text format) or submit your paper by cut and paste (see the How to submit an assignment to a dropbox with plagiarism detection quick guide for further information).

    Currently Turnitin does not accept submissions created in Microsoft Office 2007. If you are using this program, please save your paper in RTF (rich text format) or an earlier version of Word. To do this:

    1. open your document in Microsoft Word 2007
    2. go to File
    3. select Save as
    4. select Rich Text Format or a previous version of word from the Save as type drop down menu at the bottom of the screen
    5. click Save.

  2. I can't use Turnitin properly (when I click something nothing happens or I get an error message)

    This is usually either a browser set-up issue or you have to clear your browser's cache and cookies. Go to Getting started with DSO and follow the steps under Step 2: Do a browser check. If you receive ticks for each area but are still having problems, go to Clearing browser cache and cookies and follow the steps for whichever browser you are using.

  3. My originality report hasn't appeared

    The time taken for the originality report to appear depends on a number of factors, including the size of the file being uploaded, number of files being uploaded into the assignment, the load on the Turnitin database at the time of uploading and subsequent load until the originality report is completed. For first submissions, this can be a few minutes or greater than 24 hours. For subsequent submissions, the report will not appear for at least 24 hours.

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Blackboard (old DSO)

  1. I can't login to Blackboard (old DSO)
  2. I can't use DSO properly (when I click on anything nothing happens or I get an error message)
  3. When trying to access DSO I get a 'session already running' error message
  4. My Course List does not include all of the units I'm enrolled in
  5. How can I set the html creator to load automatically?
  6. Why can't I take back my assignment?
  7. I can't submit my assignment
  8. How can I hide old units from my course list?
  9. I'm having problems accessing and using DSO from work
  10. How long can I be logged into DSO before it times out?

  1. I can't login to Blackboard (old DSO)

    Before you can access Blackboard you must activate your Deakin username and password. Go to the Passwords page and follow the instructions. If problems persist, contact the IT Service Desk for further assistance.

    Note: Blackboard is the old Learning Management System (LMS).  Desire2Learn (D2L) is the replacement LMS.

  2. I can't use Blackboard properly (when I click on anything nothing happens or I get an error message)

    This is usually a browser setup issue. Go to Getting Started and follow the essential steps to successfully access, login to and use Blackboard. If you receive ticks for each area but are still having problems, go to Clearing browser cache and cookies and follow the steps for whichever browser you are using.

  3. When trying to access Blackboard I get a 'Session Already Running' error message

    Various things may cause this to occur:

    1. This may be a browser issue, go to the Getting Started page and follow the essential steps to successfully access, login to and use Blackboard.
    2. In some browsers, you cannot have more than one Blackboard window open at a time. Try closing all browser windows and logging in again.
    3. Search toolbars from Yahoo!, mySearch, AltaVista, Google, and other sites may also cause this problem. You may be able to uninstall a toolbar through the Windows Control Panel:
      • From the Start menu, select Settings, then Control Panel
      • Double-click Add/Remove Programs
      • Locate the search toolbar, and click Change/Remove
      • Follow the onscreen instructions
      • For more information on uninstalling a program, refer to its documentation.
    4. Spyware, parasites, and other deceptive software may be causing this problem. You should check for, then uninstall or temporarily disable these types of software to eliminate problems when accessing DSO. The Blackboard Vista support site provides information on how to check and remove such software.

  4. My Course List does not include all of the units I'm enrolled in

    If your Course List does not include all of the units in which you are enrolled, please check your enrolment details through StudentConnect.

  5. How can I set the HTML creator to load automatically?

    On your DSO Homepage (where your Course List appears), click on the My Settings link near the top-right of the screen. Then click on the My Tool Options tab, and click the check box next to Start the HTML Creator by default . Click Save . (Uncheck the box next to Start the HTML Creator by default and click Save to revert back.)

    Please note: Selecting this option may mean that tools using the HTML editor such as discussions may take a significant time to load when using dial-up.

  6. Why can't I take back my assignment?

    The take back option for assignments can only be used if:

    • The take back option has been set in the assignment by your teacher
    • Assignments have been made available on the Course Tools menu
    • An assignment due date has not passed (once the due date has passed you will no longer be able to take back and edit an assignment).

  7. I can't submit my assignment

    If you are having problems submitting your assignment please try the following:

    1. you must have Java installed to successfully submit your assignments - go to the Getting Started page and follow the essential steps to correctly set up your computer for using Blackboard
    2. check out the Blackboard and Turnitin assignment guides
    3. contact the IT Service Desk .

  8. How can I hide old units from my course list?

    Click the pencil icon at the top of your course list. Then click on the Hide Link button next to each item you wish to hide. Click on the Home tab to return to your home page. You will see an alert at the top of the list saying you have a number of hidden links. To 'unhide' links, click on the pencil again and click on Show Link next to the relevant item.

  9. I'm having problems accessing and using Blackboard from work

    If you access Blackboard from behind a corporate network, such as in a workplace, you may be restricted due to a workplace firewall. You may need to contact the IT Administrator in your organisation to organise appropriate access. Go to the Information for Deakin Studies Online (DSO) users connecting via a corporate network for technical information to assist the IT Administrator of your organisation in providing access to Blackboard in line with the policies of your organisation.

  10. How long can I be logged into Blackboard before it times out?

    If there is no activity registered, Blackboard will time out after 120 minutes.

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23rd February 2012