ODL Technical FAQ

Please review the frequently asked questions below before submitting a technical support request to the Helpdesk.

1. I cannot log in to elearning. What should I do?
Make sure your username and password are correct. Try resetting your password if the option is available. If you still cannot log in, contact the Helpdesk and include your full name, student ID, programme, and a screenshot of the error message.
2. I have logged in but I cannot see my course.
Check that you are using the correct account. If the course is still missing, inform the Helpdesk and include the course name, course code, and your student ID.
3. My learning tile or week is locked.
The tile may be locked until the required activities in the previous tile are completed. Please complete the required activities such as videos, PDFs, quizzes, or assignments.
4. I completed the activity but the tile is still locked.
Refresh the page and wait a few minutes. If it remains locked, send a screenshot of your completion status to the Helpdesk.
5. The lecture video cannot be played.
Try another browser such as Chrome, Edge, or Firefox. Ensure your internet connection is stable. If the issue continues, provide the course name, week/tile, video title, and screenshot.
6. The PDF cannot be opened.
Try using another browser or download the PDF if the option is available. If it still cannot be opened, report the course name, week/tile, and PDF title.
7. I cannot submit my assignment.
Check the file format, file size, and assignment deadline. Rename the file without special symbols. If submission still fails, send a screenshot of the error together with the assignment details.
8. I uploaded the wrong assignment file. Can I replace it?
If the deadline has not passed and editing is allowed, you may replace your submission. Otherwise, contact your lecturer or the Helpdesk immediately.
9. The quiz cannot be opened.
Ensure you are accessing the quiz within the allowed time. If the issue continues, report the course name, quiz title, and screenshot of the error.
10. Completion is not marked even though I completed the activity.
Make sure you completed the activity correctly. Refresh the page after a few minutes. If the status still does not update, send a screenshot to the Helpdesk.
11. I forgot my password.
Use the password reset function if available. If it does not work, contact the Helpdesk with your full name, student ID, and registered email address.
12. Which browser is recommended?
Use the latest version of Google Chrome, Microsoft Edge, or Mozilla Firefox. Avoid outdated browsers or social media in-app browsers.
13. Can I use a phone to access?
Yes, but for quizzes, assignments, and uploads, a computer or laptop is recommended to avoid technical issues.
14. What information should I include when reporting a problem?
  • Full name
  • Student ID
  • Programme
  • Course code/name
  • Week/tile
  • Affected activity
  • Screenshot
  • Device and browser
  • Date and time the issue occurred
15. How long does the Helpdesk take to respond?
Responses are usually provided within 1 working day. For urgent issues such as assignment submission problems, include the word URGENT in your report.
📢 Important Reminder:

Please provide complete information and screenshots whenever possible to help the technical support team resolve your issue faster.

Last modified: Tuesday, 19 May 2026, 4:22 PM