Student unable to see courses they are enrolled in.

I've received emails from two students who claim that they cannot see their current courses in their roster, but the students are enrolled in.

Has anyone else encountered this error? Is so, what solutions have you tried to resolve the issue? I'm wondering if this is an issue with the browser cache or hiccup when enrolling them to the class?
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  • Hi Robert,

    We are sorry to hear that a few of your students are experiencing issues with their enrollments in OpenClass. We would be more than happy to take a look at this issue if you can please provide the information below.

    - Title of your OpenClass Campus
    - Emails of the students who are experiencing the issue
    - Missing course enrollment
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  • Campus: Pennsylvania Institute of Technology

    The students in question are:
    1) Zachary Chub (13Chubb7623@pit.edu) > "History of Religion (FAL1-14-M)"

    the second student is another issue. I sat down with her, and she encounters several errors while using OpenClass on her laptop.
    1) When she opens the email, she encounters the yellow screen of death that reads "Runtime Error"
    2) When she opens the syllabus she encounters the yellow screen of death that reads "No authentication token. Access is denied"
    3) When she opens anything else, she encounters a generic error message.

    Her machine runs Windows 7, Firefox (32.0.3), and Chrome. The error only occurs when she's using Firefox. It works fine in Chrome.
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  • Hi Robert,

    For the first issue, we aren't able to recreate. Can you send us a screenshot of what the student is seeing in the dashboard? Can you tell us what browser they are using?

    For the second issue, has the student cleared their browsing data (in Firefox it's called "Clear Recent History") in awhile? Can you send us a screenshot of the generic error message and the places in the platform she sees this?

    Thank you!
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  • I emailed the student, and am waiting back for a response.

    However, based on my memory, this is what I know.

    - The browser she's using is FireFox 32.0.3
    - I don't recall seeing any discrepancies with the Dashboard
    - The generic error message was something like 'The page you're looking for cannot be displayed' and that the end it stated to "contact our 24x7 technical support'
    - I had the student clear their cache, which I believe included the Clear Recent History option.
    - I also believe the student had a few add-ons installed on Firefox, which we disabled during testing (got the same results). Are there any add-ons that interfere with Open Class?
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  • Hi Robert,

    The only add-on that we have come across is an add-on designed for teachers to assist with grading. The name is escaping us right now, but it could very well be the add-on tools. Is it possible to uninstall them completely to see if this is the issue?

    Thank you!
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