Course-Related Scenarios
Below you will find escalation information regarding Course-Related Scenarios
Link/Button is not working properly
Questions to Ask the Client:
- Have you run the link validator tool? Would you like me to show you how to use it?
- Did this issue happen after you copied the course content from somewhere else?
- Copy and Paste the link into the URL bar – look at the URL to give you hints on where the link goes
An External Site Link or Link to somewhere in their Canvas Course
Right click and copy the link. Paste the link somewhere you can review it. The URL may provide clues for where the link leads and why it may not be working properly.
Help the client find the correct link.
A Link to an External Tool
This may be an issue with the External Tool itself. Check to make sure the tool is not currently down.
We are not handling in-depth issues with external tools.
Help the client as best you can, but then give them some IU Knowledge Base webpages to help them OR transfer them to SCMC for more in-depth help.
A Link that should be a file to download
Right click and copy the link. Paste the link somewhere to see what might be the issue by looking at the url code.
Check the client’s files on Canvas and make sure the file is there. Reattach the correct file
An IU Redirect Link
The course was likely copied from somewhere else and it “broke” the link. The Redirect link needs to be manually re-linked.
See Helpful Documents
Helpful Documents:
- INTERNAL (sc): Canvas External Tool Contact and Referral List for SCMC
- INTERNAL (uits): Configure the IU Redirect Tool
- IU KB – Add web resources to your course navigation in Canvas
Specific Examples:
General Image Issues
Questions to Ask the Client:
- Does this image communicate important content to the student, or is it decorative?
- Do images have alt text, captions, and/or image descriptions as needed?
- Is this image uploaded in your Canvas Files, or was it pasted directly onto the page?
- Are there copyright concerns with this image? Or is it open access? Or is it your own?
Broken Images, Images not loading, copyrighted images, accessible images, etc.
Show the client how to fix their image issues.
Make sure images are uploaded into client’s Canvas Files – no direct copy-paste.
Show clients how to add alt text, image captions, or image descriptions to help make the images accessible.
Share free image resources to avoid copyright issues. Check Helpful Documents below.
How to place images on a Page OR client complains of images distorting text or “ruining” page
Show clients how to use DesignPLUS to place the image within the text correctly (without causing text distortion). If the client is not tech savvy – this may need to be something you do for them.
Clients have several options to place images onto a Page in Canvas
- Insert –> Images –> Choose Image
- “Plug Tool” –> Upload/Embed Image –> Can search online within Canvas to find images to use in their course
- Copy and paste and image –> DISCOURAGE THIS. While the instructor may be able to see the iamges, students may not
Pros Course – Specific digital image design for a course
Hand off to the [Media] team if a big visual design is needed which would require coordination with the IDs designing that course as well. We do not currently have a procedure for this. Please reach out to Renee/Murday for guidance.
Helpful Documents:
- Free Image Resources at IU:
- The Upload/Embed Image Tool in the Canvas RCE
- DesignPLUS Sidebar – Images:
- Accessibility for Images:
Specific Examples:
Client Wants to Change the Template Within Their Course
Questions to Ask the Client:
- Is this is a ProS Course?
ProS Courses are the only courses bound to template restrictions.
Things that CANNOT be Changed in a ProS Course:
- Course layout/theme
- Module Structure
- Lecture Videos
- Assignments
- Rubrics
- Outcomes
- Objectives
Things that CAN be Changed in a ProS Course:
- Course Introduction Video
- Supplemental Content
- Syllabus Policies (e.g. late policy)
- Course Annousements
- Inscribe Posts
- Due Dates
Helpful Documents:
Specific Examples:
A Client wants to make a video for their course and/or have professional editing.
Questions to Ask the Client:
- Is this a ProS course? Have you added “edvideo” as a co-editor or co-publisher in Kaltura already?
- Has an eDS ID ever worked on this course with you before?
- What is this video being used for and how does it impact student success?
- How are you recording this video and where is it stored?
- Has the video already been edited, or do you need help editing?
- How long is the recorded video?
- Would you like questions to go along with the video (Kaltura/Playposit)?
What Can the ID Clinic Help with in terms of Vidoes?
- Teach faculty how to make their own videos / edit their own captions.
- Assist with the alignment of videos to content (thematic alignment and/or course objectives)
- Consult on optimal video length.
- Consult on whether this content needs to be a video in the first place.
- How to upload videos into Kaltura and/or adding videos to a Canvas site
- Explaining what video recording options are available and how to use them.
- Adding “edsvideo” to the faculty’s Kaltura video so they are able to receive support from the eDS Video Production Team
All other Video Inquiries and Issues Regarding Creating Client Videos:
Please read through the Pressbook shared with the ID Clinic from the eDS Multimedia Team. Read through their criteria carefully. If you need assistance, reach out to the team or contact Renee/Murday directly.
See Helpful Documents for more resources surrounding videos
Helpful Documents:
- Academic Media and Production Spaces (AMPS)
- ServiceNow Requests Site
- Campus Teaching and Learning Centers
- KB – How to add a Co-Editor, Co-Publisher, or Co-Viewer in Kaltura
- INTERNAL – ID Clinic, eDS Multimedia Team Escalation Steps
Specific Examples:
- After a ProS handoff, a faculty member reaches out to our team about making a new Introduction Video for their course.
- A faculty member reaches out to us about how to make a Kaltura Capture video and embed it in their Canvas Course.
- A faculty member reaches out to ask for help on the best way to record a presentation and upload that recording to their Canvas Course for their students
Grades are not appearing in the gradebook as expected
Questions to Ask the Client:
- Is the grade coming from an external tool?
- Is Grade Sync broken?
- Is there an issue with weighting grades and assignment groups?
- Are students grades being graded manually or automatically?
- Are there imported assignments or quizzes (new or classic)?
- Are the dates and point values the same between the tool and Canvas? If the point values differ in the tool, Canvas might redistribute points on a percentage basis.
General gradebook issue. A simple fix in Canvas
Troubleshoot the issue with the client. Check assignment groups, gradebook, assignments, quizzes, and other sections of Canvas to help discover what might be going on.
Use the questions to the left to help guide you to an answer.
Errors in Grade Sync from an External Tool to Canvas
We may not be able to fix this. You can troubleshoot with the client to see if it is something we can help fix with them.
Here are some things to consider:
- Use the Questions to the left to help troubleshoot with the client.
- If you cannot discern the issue, send them to SCMC for more troubleshooting. [SCMC transfers to the vendor as needed].
Gradebook Errors Regarding Extra Credit
UNDER CONSTRUCTION
Helpful Documents:
Specific Examples:
Issue with the course – the issue is systemic and needs to be changed in the archetype course
Questions to Ask the Client:
UNDER CONSTRUCTION
Helpful Documents:
Specific Examples:
Issues with Copyright
Questions to Ask the Client:
UNDER CONSTRUCTION
Fair Use Checklist
Librarian for that Campus
Naz Pantaloni is Copright Expert