Saint Leo University Instructor

LionShare - Issues with Content

Select the Issue:

A "File Not Found" Error appears when attempting to access content
An Error message appears for Students when they attempt to click on a link
Students are unable to see a content item
How to hide or restrict content from Students
An issue is occurring with a 3rd Party Tool

A "File cannot be Found" Error message appears when attempting to access content.

User-added image

This can occur if the associated file does not exist, was deleted, or moved to a different folder:

If you believe the file may have been moved:
1. Click on the dropdown next to the file link in Content, and select Change File.
2. Select Choose Existing to search for the file in the course
  - Clicking on a file's name will open it in another tab, allowing you to confirm whether it is the file you want.
3. If the desired file is found, click the radio button to the left of its name, and then click Add to close the pop-up.
4. Choose whether to notify students of the change and then click update to complete the change.
If your content was copied from another course:

Go to to the course from which you copied the content.
Locate the content, and confirm whether the file exists there.
- If the same error occurs, then the file does not exist in the original course either
- You can check whether that course copied the content from another, and attempt to locate the file.
Go back to your current course
Go to Course Tools
Select Import / Export / Copy Components
Search for the Offering
Choose Select Components
Locate and select the specific items you would like to copy
Click Continue
Complete the Copy Process

If the above steps did not resolve the issue, and the file was deleted within the last 30 days:
- Contact Contact Lions SHARE technical support:
  - [BROKEN LINK]Contact Support Link
- Please provide an Exact date of when the files existed, along with the name of the file that was deleted.
- Files that were deleted the same day they were created Cannot be restored.

An Error message appears for Students when they attempt to click on a link.

This can occur if the link is broken, if the linked item has release conditions they have not been met, or if the link is directing them to a different course:

The Link is within a content item:
1. Click Edit HTML
2. Click on the link.
3. Click Quicklinks in the top left of the editor.
  - For External Links (Youtube, News Articles, External Tools, etc.):
    1. Insert the correct link in the URL field.
    2. Select Update and save the change.
  - For Internal Links
    1. Click the dropdown at the top of the pop-up
    2. Select where to link (Quiz, Dropbox, etc) and then choose the specific item.
The link is on the Contents page:
- External Links (Youtube, News Articles, External Tools, etc.):
  1. Click the link and confirm whether it takes you to the desired location.
  2. If the link is incorrect:
    1. Click on the dropdown next to it, and select Edit Link.
    2. Update the link's URL, and click Update to save the change.
  3. If the link is correct:
    1. Go to the site and make sure no membership is required to access it
    2. If the site directs students to a 3rd party tool:
      - Please refer to I have an issue with a third party tool.
- Internal Links (Dropbox, Discussions, Quizzes, etc.):
  - Go to the content item, and check whether any Release Conditions have been set, or if it has a Start / End date:
    - These can be confirmed by:
      1. locate the item (ex. Quiz), and click on the dropdown to the right of its name.
      2. Select the Edit option
      3. In the Restrictions tab, confirm whether a start or end date has been set, and whether a release condition has been set.
      4. Confirm whether the student has met the conditions
      5. If the release conditions have not been met, then the student will not be able to access the item.
        If the release conditions have been met, but the error still occurs, ask the student to access the item directly.
        Ex. For a Quiz, have them go to the Quizzes tool and access the quiz
        If the issue still occurs, please Contact Lions SHARE technical support:
        [BROKEN LINK]Contact Support Link

My students cannot see a content item

Follow these steps to make a content item visible to students:

Go to Content and locate the item
1. Check whether the item has been set to Draft
  - Items that have been set to draft cannot be seen by students.
  - Click on the dropdown and set it to published to resolve this.
2. Check whether the item has a Start Date or End Date:
  - Items with a Start date cannot be accessed until that date/time has been reached.
  - Items with an End Date cannot be accessed once that date/time has passed.
  - To remove or edit the date:
    1. Click on the item
    2. You can then edit the date by clicking on it.
    3. Once clicked on, you can also press the X to remove it entirely
3. Check whether the item has any Release Conditions:
  - Items with release conditions cannot be accessed until the student has met the condition(s)
  - To remove a Release Condition:
    1. Click on the Item
    2. Select the X to the right of the Release Condition to remove it
    3. Alternatively, all conditions can be deleted by clicking Remove all Conditions

How to hide/restrict content from Students

Please follow these to restrict student access to a content item:

Go to the item you wish to hide.
Click on the dropdown and select Edit Properties In-place
Choose which of these scenarios is most applicable to you:
- I want to hide the item completely:
  1. Click on the dropdown on the right.
  2. Select Draft.
    - The item will remain completely hidden until it is set to Published
- I want the item to only be visible if the students meet the conditions I place.
  1. Click Add dates and restrictions.
  2. Under Release Conditions, either:
    - Click Create to make a new condition
      1. Choose the Condition Type (Such as visiting a content item or completing a quiz)
      2. Select the specific Item they condition will check ex.
        Student has visited the Syllabus Content Item
    - Click Browse to add an existing condition
- I want the item to only be visible for/from/until a certain day or time.
  1. Click Add dates and restrictions.
  2. Click on Add start date and/or Add end date to specify a day and time.
    - Start Date prevents students from accessing the item until the specified day and time.
    - End Date prevents students from accessing the item once the specified day and time have passed.

An issue has occurred with a 3rd Party Tool

Please refer to this list to determine who you should contact regarding a 3rd Party Tool:

Adobe Connect:
- Refer to: https://helpx.adobe.com/adobe-connect/connect-support.html
Blackboard Collaborate:
- Refer to http://www.blackboard.com/support-for-blackboard-collaborate.aspx
Cengage MindTap
- Contact Cengage Support:
  - Phone: 800-648-7450 (Option 2)
Chalk and Wire:
- Contact your department for assistance.
Dream Spark:
- Contact Joshua Adams for assistance with account or password resets:
  - Phone: 352-588-7015
  - Email: Joshua.Adams03@saintleo.edu
Grammarly:
- Students can register through their course or directly from https://www.grammarly.com/edu
- Contact the Learning Design Office:
  - Phone: 352-588-7375
MyLabs:
- Contact MyLabs Support:
  - Phone: 800-677-6337
  - You will need to provide them the following:
    - Your First and Last name
    - Email Address
    - Access Code
    - Course ID
    - The error being encountered
Tutor Trac:
- Instructions can be found at http://www.saintleo.edu/resources/learning-resource-center/tutortrac.aspx
- Contact Eric Bryan if you have any questions:
  - Phone: 352-588-7147
  - Email: Eric.Bryan@saintleo.edu