1. Who are you?

Whether you’re submitting a help desk case, emailing enrolled@tesu.edu, or calling the Help Desk, we need to know your name and university ID number so that we know who we’re working with!

2. Where are you?

Is the problem in Moodle? The portal? Online Student Services (OSS)?

If you’re in Moodle, what course is giving you trouble (ex: 2023JUL ACC-1010-OL009)? Please include the full course code from Moodle: year/term/code/section/OL/OB/TE/GS.

3. What’s going on?

We need to know what’s happening that shouldn’t, or what isn’t happening that should. 

Are you receiving an error message? What do you see? If possible, attach a screenshot. (Click here to learn how to create a screenshot!) 

The more detail you provide and the more specific, you are, the easier it will be for us to diagnose the issue. 

4. How long has it been going on?

Is this something new or has it been going on for a long time? 

Give us a time frame.

5. What browser are you using?

Are you using Chrome? Firefox? Internet Explorer? Safari? Have you tried any other browsers? 

Make sure your browser is up-to-date and running the most recent version. Then, try a different browser.  Sometimes the issue can be resolved by simply trying something new.

Also, sometimes a website gets stuck because a browser remembers too much about your web history, and you then need to clear your browser’s cache. Click here to learn how.

6. Are you at home? Work? On your military base?

If you’re getting an error where you can’t see certain things, you may be connected to a server that restricts access to various sites. 

This is often the case in hospitals, government offices, military bases, and so on. Please talk to your site administrator if you need access while in these locations.

7. If you’re having issues in Moodle, where’s the problem coming from?

Now that we know a little bit about the problem and what course it’s happening in, we’ll need to get into the nitty-gritty. Is the issue in a specific assignment? Which module is it in? Is it a discussion forum? Blog post? Video assignment? 

8. Is there anything else we need to know?

Any other information that might be useful is appreciated and will help us get to the bottom of the issue quickly.