OLD – Moodle Help / FAQ / Troubleshooting

As your Moodle host we will provide you full support with the following issues if they arise:

  • Moodle and Wisenet integration
  • Site Administration
  • Upgrades
  • Backup and Restore

We expect that you have a Moodle Admin expert within your organisation who can troubleshoot any “How to use Moodle” questions you may have.  If that is not the case yet, you can visit moodledocs main page to find Moodle related learning resources, and to help you with any questions you may have on how to use the Moodle system. It will help you with resources such as:

New to the role of site admin?


About access and navigationAbout Course contentAbout assignment and gradeAbout archiving and end of yearAbout site security

Why can’t I log in?

There could be many reasons but the most probable is you have simply forgotten your password; you are trying the wrong one or are entering it incorrectly. Some other things to think about include:

• Does your username or password contain a mixture of upper and lower case letters? It should be entered exactly

• Are cookies enabled on your browser?

I can login to the Learner App but not into Moodle

This means that the learner is using the correct username and password. However there is something not right for the user in Moodle. You will need to check

• Is the Learner sync’d to eLearning from Learner App? If not then you will need to enable access.

• If the Learner appears in Moodle as a user, check:

  1. the users ‘Authentication Method’ and make sure that it ‘Wisenet Moodle Connector’ is selected
  2. ‘Force Password Change’ is Unticked by going to Site Administration > Users > Accounts > Browse for the relevant Leaner > Click on the Settings icon on the far right of the Learner’s name and uncheck the ‘Force Password Change’ tickbox

• If your Moodle site is hosted by a third party provider, check the login link setup in the LearnerApp settings. The URL must be truncated and should look similar to this – https://xxxx.moodlehost.com.au/login/index.php In some cases, the URL may be – https://xxxx.moodlehost.com.au/login/moodlehost.php. You must change it to read https://xxxx.moodlehost.com.au/login/index.php

Why can’t I change my temporary password?

Regarding reset password. When you click reset password in Moodle it redirects the URL to the Learner App login page. On this page, you should then click the reset password link and reset your password.

Why can I access the student’s login and he/she can’t?

Well, sometimes the web browser may not store the Learner’s username and password which can result in a new login page. Ask the Learner to try using a different web browser. It should work now.

How do I get back to the homepage?

Use the navigation bar at the top left of the page or the button at the very bottom of the course

How do I find course X?

If you are not already enrolled in a course you can search for it by name and description.

Why am I not getting any e-mails and others are?

Chances are your email address in your profile is either wrong or disabled.
NOTE: Administrators – Check the Learner App page to enable the student access for both Learner App and Moodle.

Where have the entire weeks / topics gone?

You have not probably clicked on the icon. To reveal all of the other weeks / topics you need to click on the icon which you will see in the right margin of the week / topic. You can also use the drop-down box underneath the displayed week / topic to jump to a hidden section.

Issue with SCORM packages after an upgrade

If you do not have actual error messages showing up but all packages have errors of some kind ranging from:

– unable to click the YES button to resume

– interactions not displaying for some users, but will show for other users even when logging on, on the same computer

– pages showing twice at random intervals

– blank pages displaying with no navigation buttons or page contents

– old known errors that were resolved and tested before now re-appearing

– navigational issues that were not present when tested before.
Then first check the source files and confirm that the issue is not with the original SCORMs.

Then to resolve the issue, try re-loading the SCORM zip file and clearing the cache. Test the package to see if it is resolved. If not, please log a support ticket to us.

Why am I getting an error message saying “Incorrect sesskey, form not submitted?

If you are receiving the message “Incorrect sesskey, form not submitted,” you need to change your browser preferences settings to allow cookies within your browser.

For example:

For Firefox:

1.  Go to Tools

2.  Select Options

3.  Select the Privacy tab.

4.  Under History, select Use Custom settings for history

5.  Make sure that the Accept cookies from sites box is checked

6.  Click OK

7.  Close Firefox and then relaunch the browser and return to your course


For Internet Explorer 8:

1.  From the Tools menu, or the Tools drop-down in the upper right, choose Internet Options

2.  Click the Security tab.

3.  Click Custom Level

4.  Scroll to the Scripting section of the list. Click Enable

5.  Close Explorer and then relaunch the browser and return to your course


For Google Chrome:

From the Tools menu, or the Tools drop-down in the upper right, choose Internet Options

1.  Select Settings

2.  Click the Show advanced settings…link

3.  Click Content Settings… in the Privacy section

4. In the Cookies section of the dialog that appears, make sure Allow local data to be set is selected to allow both first-part and third-party cookies

5. Click Done

6.  Close Chrome and then relaunch the browser and return to your course

Why is there no upload box?

This is either because:

• The assignment has now closed.

• The assignment is not yet open.

• You already uploaded something and the settings prevent resubmissions.

How can I see my recent assignment feedback?

There are many ways you can access your feedback. The most common method is by simply going to the same place where you uploaded the work. Another common method is to follow the link in the recent activity block (if the trainer has included it in the course). Another method would be to access the grade book and then follow the link for the required assignment. Depending upon how the assignment was set up, you may receive an email when it has been marked with a direct link to the feedback.

Why is my course average so low?

The Moodle grade book takes into account unmarked and un-submitted work. In other words, you start with zero and as you progress through the course and complete graded activities the percentage will steadily rise.

Why are other students getting notifications when someone submits an Activity?

Check the User Permissions settings for the related Course on Moodle.  Go to Course Administration > Users > Permissions and check your settings.  If you find that “students” have been selected next to a certain permission that they shouldn’t have access to, then deselect their permission by clicking on the X next to the list of roles for the relevant Permission setting.

Why design an end of delivery process for Moodle?

If you have a very large number of people in a Moodle course it starts to get very slow. Likewise if you have a very large number of records in your Moodle site activity log. Additionally, it can be confusing or even frustrating for your stakeholders if they can see a lot of completed learners in among current learners for Moodle courses.

For all these reasons and more, it is advisable to design an ‘end of delivery’ process where you ‘clean out’ your Moodle and reset your courses ready for new intakes.

If you have rolling intakes this can be a bit trickier to achieve but it’s still worth doing for the reasons mentioned.

Moodle docs have excellent suggestions for several approaches to end of delivery processes. Our customers have frequently asked us, how should we decide on an approach?

How to design an end of delivery process for Moodle?
  1. Discover the business need: what are your access requirements for various stakeholders?
  2. Understand how the access requirements would inform your process design
  3. Review the available options
  4. Draft a process for stakeholder feedback
Suggestions for End of Delivery

Moodle docs have some great suggestions for end of delivery which will help you understand your access requirements and how to map your requirements into your process.

How do I know that no one will hack into the work I submit on Moodle?

Why can’t I upload large audio files on Moodle?

If you want to upload audio/MP3 files into Moodle and you get a message saying ‘Not Supported”, it could be because the audio files you are trying to upload are too big.

You will need to contact Wisenet by logging a support request with details of what file types you are trying to upload and the file sizes. We will then assess your request and may organise FTP access to allow you to upload larger files.

If FTP access has been set up for you, you will require a cross-platform FTP application such as Filezilla, to complete the process from your end.

Why can’t all the learners in a class view the entire Moodle course?

1. Is the Moodle course meant to link with more than one Wisenet course? See Moodle Enrolments FAQ for a full range of potential solutions to this kind of problem.

2. Review the Learner Moodle access:

  • Review which Learners have their Moodle access authorised within Wisenet
    • Run qReport 0472
    • Go to the Course Offer, click on Reports in the left navigation, and click on Moodle Access with Unit Enrolments
I can’t see the Site Administration
  • If you can’t see the side navigation at all, ask your Moodle administrator
  • If you can see the site navigation but you can’t see Site Administration, check these things:
    1. Do you have permission to edit site administration on this Moodle?
    2. Are you logged in?
    3. Has Site Administration been hidden?
How do I find the version of Moodle currently installed?

The version of Moodle which your site is using can be found if you log in as an administrator and go to Site administration > Notifications.

Can I restrict learners from moving forward in their Moodle course if they haven’t yet successfully completed an assessment?

Yes – this is available in Moodle 2.0 or higher. It is known as a “conditional activity” for more information, see: Conditional_activities

Can I mark a Moodle course as completed?

Yes – this is available in Moodle 2.0 or higher. For more information, see: Course_completion

How do I set a password for Guest Access to my course?
I want to upgrade my version of Moodle – can I do this?

Yes – When you would like your Moodle upgraded, simply log a support request and ask.  One of our Moodle developers will arrange a mutually convenient time to minimise the disruption to your teachers, learners and administrators. We can usually arrange for the upgrade to be done either inside or outside your business hours, according to your preference.

Learn more about our Moodle upgrade process


After the upgrade is complete, we will leave your Moodle site in maintenance mode. This means that users can log in but they cannot access any courses.

You need to check that the upgrade is satisfactory from your point of view and then switch off maintenance mode by going to Administration > Site administration > Server > Maintenance mode

Why doesn’t Wisenet automatically upgrade our Moodle when a new version becomes available?

When a new major Moodle version becomes available:

  • the user interface usually changes to some extent
  • old features may be retired
  • new features will be introduced
  • plugins may not be updated to the new version requirements
  • there may be bugs

All these aspects can lead to discontinuities and inconveniences in the experience of your teachers, learners and administrators.

Sometimes these changes may be critical – however, sometimes they may be minor in terms of the whole Moodle software application but very important for the way you use Moodle.

We don’t know exactly how you are using Moodle or which aspects are most important to your business. Therefore it’s better if you decide when you are ready to move onto a newer version.

How often should we upgrade?

At least once a year. Upgrading is not usually a very disruptive process unless it’s been left for a long time between upgrades! Each Moodle version is only supported for twelve to eighteen months. You can check when support for your version expires:

Automatic upgrades (e.g. to the hosting environment)

We may from time to time carry out upgrades to improve the security or performance of your Moodle hosting environment. We will advise you of such upgrades according to the terms of our Service Level Agreement with you.

Do I need a sandbox Moodle for testing the upgrade?

Not usually.

  • For Minor upgrades we would typically apply them to live and let you test.
  • For Major upgrades, the process depends on the complexity of your Moodle. If complex then we would provide a Sandbox site to test the upgrade process and allow you to check that everything is in order before going live.

About major and minor releases

How will I know what to look for in a new Moodle version?

You’ll need to review the release notes and Moodle bug tracker for the version you intend to move to, and check the compatibility of any plugins or customisations that you have installed (as part of the upgrade process, we will check any that we have installed).

Moodle release notes page

Moodle bug tracker

What websites and resources are available about Moodle and eLearning?

There are many websites and You Tube videos available on line to assist you with both Moodle and eLearning in general. You can find these by using google. We also have a list of our favourite websites which you find here: Websites: eLearning, ePortfolios & online Learning websites.

How can I see who edited the Moodle Plugin Settings?

Follow the steps below to see a log of users who edited Moodle plugin settings:

  1. Log into Moodle with your Admin access
  2. Go to Site Administration
  3. Click on Reports
  4. Select and click on Config changes
    • It will return a list of changes made to any/all your Moodle plugins with information such as:
      • Date: The date and time of when the change occured
      • First name / Surname: Name of the Moodle User who triggered the change
      • Plugin: The plugin name, i.e. enrol_wisenetconnector
      • Setting: What setting was changed. i.e. remotecoursefield
      • New value: What setting it was changed to, i.e CourseOfferCode
      • Original value: What setting it was changed from, i.e UnitOfferCode
Can I choose to have a custom domain name for my Moodle site?

Yes you can, and you will need to provide Wisenet with the following:

  1. the domain name
  2. the domain SSL Certificate

Once we receive the above, we will then provide details on how to point the domain to our servers.


  • If you decide to host your domain externally, you will be fully responsible to update your domain certificate every year and then update us about the new certificate details.
  • If you want to avoid all the hassles from an external host, Wisenet can host your Moodle domain with a custom name, for example moodle-mycompanyname.wisenet.co and you won’t have to deal with certificate updates, etc. However please note, if you are on our Starter Edition there will be an extra cost for the custom domain name.

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