Guidelines for teachers

Having issues with…

(laptop/tablet/smartphone…)

Your Uni.lu laptop lost connection. OR You cannot connect to WiFi. OR You cannot access your personal drive/shared folders.

To solve it, you can…

…in advance:

  • Use Cisco AnyConnect for all connectivity on Windows (Tutorial).
  • Reconfigure the network drive (Tutorial).

…during an exam:

  • Restart the laptop
  • Reset your WiFi router
  • Disconnect/reconnect Cisco AnyConnect
  • Reinstall Cisco AnyConnect at vpn.uni.lu (Tutorial).

If the issue persists:

Please call IT support: +352 46 66 44 9911

Your device doesn't turn on.

To solve it, you can…

…during an exam:

  • Make sure your device is fully charged, plugged in and charging.

Your device froze up. OR Browser/app is not responding. OR Laptop is on, but screen is black.

To solve it, you can…

…during an exam:

  • Windows: press CRTL-ALT-DEL, open Task Manager, click “End Task” for an app
  • MacOS: press ⌘-Option-Esc, force quit an app
  • Mobile devices: Hold “Power” until device restarts

Your device goes into Sleep mode.

To solve it, you can…

…in advance:

  • Disable “Power Saving Mode”
  • Switch from “Power Saving” to “Performance” Mode
  • Keep your device plugged in

You cannot start the web browser.

To solve it, you can…

…in advance:

  • Check your browser for updates.
  • Install a second browser (e.g. Google Chrome)

…during an exam:

  • Use another browser (e.g. Google Chrome)
  • Clear broswer cache (via browser settings)
  • macOS: avoid using Safari
  • Windows: avoid using Internet Explorer/Edge.

Your device is installing updates.

To solve it, you can…

…in advance:

  • Check your device for updates and do the updates.

Your connection is broken.

To solve it, you can…

…during an exam:

Your connection is very slow.

To solve it, you can…

…in advance:

  • Contact your Internet service provider

…during an exam:

  • Move closer to the router
  • Restart the router
  • Restart the device
  • Use a cable to connect to the internet

Webex does not work.

To solve it, you can…

  • Check Webex status information at status.webex.com
  • Check your internet connection
  • Restart your device

If the issue persists:

Please call IT support: +352 46 66 44 9911

You cannot see your Webex Personal Room.

To solve it, you can…

…in advance:

If the issue persists:

Please call IT support: +352 46 66 44 9911

You cannot create a Webex meeting. OR Students cannot join your Personal Room.

To solve it, you can…

…in advance:

  • Make sure you know how to create a Webex meeting (Tutorial).
  • Make sure you know how to organise an oral interview session (Tutorial).

…during an exam:

  • Make sure the link you provided to the students is correct.
  • Use the web interface to configure personal room settings (unilu.webex.com).

If the issue persists:

Please call IT support: +352 46 66 44 9911

Your mic/camera is not working.

To solve it, you can…

…in advance:

…during an exam:

  • Make sure you are not muted.
  • Go to Security/Privacy settings of your device and allow Webex access to micro/camera
  • Select another camera/micro during the Webex meeting (Tutorial).

If the issue persists:

Please call IT support: +352 46 66 44 9911

You cannot hear anything.

To solve it, you can…

…in advance:

  • Test your audio via Webex Meeting app (Tutorial).

…during an exam:

  • Try using headphones
  • Go to Webex in-meeting settings and choose different audio output (Tutorial).
  • Make sure other attende’s mic is working.

If the issue persists:

Please call IT support: +352 46 66 44 9911

Video feed disappears sometimes.

To solve it, you can…

…during an exam:

  • Close all apps except Webex

If the issue persists:

Please call IT support: +352 46 66 44 9911

You cannot share your screen.

To solve it, you can…

…in advance:

  • Try using a different device for a test.

…during an exam:

  • Check Webex permissions in your device’s privacy settings.

If the issue persists:

Please call IT support: +352 46 66 44 9911

You cannot log in.

To solve it, you can…

If the issue persists:

Please call IT support: +352 46 66 44 9911 if:

  • you see an errot message when using Password Reset tool
  • you are a vacataire.

You got signed out.

To solve it, you can…

…during an exam:

  • Refresh the page
  • Log in again
  • Go back to assignment page.

If the issue persists:

Please call IT support: +352 46 66 44 9911

Is Moodle down or is it just me?

It’s just you!

(no issues reported)