How to ask for help

The first step in finding a solution to the problem you are experiencing is to search our Knowledge Base which is growing all the time. Use the search facility provided by entering a subject title such as ‘Timetable’. That will gather together all the current articles relating to timetables.

If you cannot find what you’re looking for then you can either e-mail support@schoolsict.net or submit a ticket from this site. If you do submit a ticket or e-mail us we need as much information as possible to resolve the problem as quickly as possible.

What we need to know

We can solve problems more quickly if we have complete information. Delays in resolution occur where we have to respond to your query with more questions about the circumstances of the problem you are reporting, so here are some guidelines about what information to include wherever possible.

Context

The context in which the error occurred is essential to understanding what was happening at the time. For example, what were you trying to achieve? Which Moodle pages were you using (the URL)? What menu options had you used that lead you to the issue?

Infrastructure information

IMPORTANT: Please check that your Moodle version is a supported version here. We only support Moodle versions currently supported with bug fixes for serious security issues. E.g. Moodle 2.7 until 8th May, 2017. Check the status of your release http://docs.moodle.org/dev/Releases.

There are a large number of different infrastructures that are supported by Moodle and consequently ZiLink. Sometimes issues occur due to the combination of applications used to make up your infrastructure.

Please tell us the following in your initial request.

  • Moodle version, e.g. 2.4.2;
  • PHP version, e.g. 5.3.1;
  • MySQL version or other database and version - include sub-versions and minor revisions;
  • Web server and version, e.g. Apache 2.2

Error messages

Sometimes the error message supplied by Moodle is vague often due to the level of debugging that you have activated on your site. Set your debugging to the most comprehensive level and then go to the page that produced the error(s) you see on screen. You will see more detailed information which can be copied and pasted into a ticket or attach a screenshot to the ticket.

To turn debugging on go to Site administration > Development > Debugging and select the ‘Developer’ level from the drop-down list, scroll to the bottom of the page and click ‘Save changes’. Don’t forget to revert back to the original setting when you have the information required.

Symptom

What didn’t happen as a result of the error message? Have you noticed other issues that may appear unrelated but have occurred? E.g. no enrolments. Please give as much information as possible.

 

The more information that you can provide in your initial support request, the more able we will be able to investigate and resolve satisfactorily.

We hope you find this information helpful.

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