We wanted to share some tips for assisting students with SPVC issues. Here are some things to consider:
- Ask for the student's Learner Portal user ID and password. You can then access the student's eLab and investigate the problematic environment in depth.
- Before accessing a student's eLab, ensure that they have either suspended it first or at least stopped using it. You will run into issues if more than one user tries to access the same eLab at the same time.
- After you have finished troubleshooting the issue, suspend the eLab so that the student will not lose any access time.
- Often restarting the operating system within the eLab will clear up any issues. You restart the operating system within an eLab in the same way you would on your own computer. Keep in mind that an eLab is just a self-contained learning environment "in the cloud." It includes a fully configured operating system (e.g., Windows 7) and all of the necessary IBM and non-IBM software installed for use with the relevant course book(s).
- Be careful not to unintentionally "cancel" the course. Otherwise, the student will lose any previously completed work.
- However, there may be cases where a student has to start the course again from the beginning. For example, the eLab may be corrupted beyond repair. You would cancel the course and relaunch the eLab. Then the student can resume the course book.
- After the eLab is working again, send a brief email to the student indicating what the root problem was and how you fixed it. Conclude the email with something like "I've suspended your eLab, so you can resume the course when you're ready. If you encounter any other issues, please log another ticket.