Support Strategies

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To Begin: Getting Started

At the beginning of the course

To access and participate in a connected course, you will to login. But logins are not always a straightforward process.

What should I do if my user name and password is not recognized?

You can do two things:

1. Remember passwords are case sensitive. Make sure that you are entering your passwords in upper or lower case (capitals or no capitals)
2. On the login screen to the UP portal you can create/change your password
   • If you are logging in for the first time, click on the New users link. The system will take you through the steps for creating security questions and to set up your password. Read the steps and information (on passwords and browsers) carefully.
   • If you forgot your password, use the Lost (forgotten) password link to create a new one.
3. If the above two methods do not solve your problem, contact the Student Help Desk.

If things don’t work as expected

Make sure that you are using the correct browser, e.g. Mozilla Firefox or Google Chrome (latest versions). Do NOT use Internet Explorer.

• Pop-ups are enabled Sometimes when you click on a link, the LMS should open a smaller pop-up window. But if pop-up blocking software or pop-up blocking features are enabled in your browser, then you won’t be able to view these pop ups while using the LMS.
• Cookies are enabled the LMS uses cookies to remember who you are when you move from page to page across the site. When you login, a cookie is created, when you log out or close the browser this cookie is destroyed.
• Java/script is optional It is not necessary to have JavaScript enabled on the LMS

In case of emergency

There are a range of events that are beyond your control, including an electricity outage, a stolen computer, a crashed course that is unexpectedly down, weak internet connections and computers infected by a virus.
It pays to take precautions.

• When composing a considered response for your blog, social media, or discussion board it might be good idea to compose these thoughts first in a word processing software, save it, and then copy and paste your work online.
• Keep your files organised in folders by class, and within those folders by units of the class. Your work will quickly pile up; establishing a system for easily locating materials you’ve produced for your coursework is immensely valuable.
• Regularly back up your files to an external drive or cloud storage.
• If you are using technologies for the first time, schedule additional time to become familiar with those technologies.

Where should I go to for further assistance?

Please contact us by email at [INSERT EMAIL ADDRESS] if you are unfamiliar with clickUP, different browsers or computers, and don’t know how to install or upgrade essential software which is listed in your site’s technical requirements.