00: The ICT CSTT Course Orientation

Hands-On Technical Support

Subtopics:

1. Troubleshooting Common Technical Issues
2. Ensuring LMS Access
3. Collaborative Workspace for Module 1

Overview

In today’s digital learning environment, technical competence is essential for teachers and learners alike. Hands-on technical support ensures that participants can access learning platforms, troubleshoot issues, and collaborate effectively within the Learning Management System (LMS).

This session empowers participants to solve common ICT challenges independently and build confidence in navigating online learning tools such as Moodle, Zoom, Google Workspace, and OER repositories.

Learning Outcomes

By the end of this topic, participants should be able to:

• Identify and resolve common technical issues (login, connectivity, browser errors).
• Access and verify Learning Management System (LMS) accounts.
• Enrol in modules and access resources using both mobile and web platforms.
• Collaborate with peers effectively using digital tools and shared workspaces.
• Seek and offer peer or facilitator support efficiently during the course.

1. Troubleshooting Common Technical Issues

Technical challenges are a normal part of digital learning. Understanding how to identify and solve them saves time and ensures a smooth learning experience.

a) Resolving Login and Password Problems

• Check your credentials: Ensure the correct username and password are used. Watch out for capital letters and extra spaces.
• Reset passwords: Most LMS platforms (like Moodle) have a “Forgot Password” option. Enter your email to receive a reset link.
• Account activation: If newly registered, confirm your email activation link before attempting to log in.
• Contact support: If login fails repeatedly, email the course administrator with your full name, registration ID, and the issue description.

Tip: Always keep a record of your login credentials in a safe and private place.

b) Fixing Access Issues for Course Materials

If materials or activities are not loading:

• Check your internet connection – try switching between Wi-Fi and mobile data.
• Update your browser (Chrome, Firefox, or Edge are recommended).
• Clear browser cache and cookies – old data can block access.
• Ensure you’re enrolled in the correct module.
• Report missing resources via the course helpdesk or forum.

c) Browser and Connectivity Settings

• Enable JavaScript and cookies – Moodle and Google Workspace rely on these.
• Allow pop-ups for downloading files.
• Update your apps regularly from Google Play Store or Apple App Store.
• For slow connections, use the Moodle Mobile App or download materials for offline access.

According to Moodle HQ (2023), the mobile app improves accessibility for learners in low-bandwidth regions by allowing offline reading and delayed submission syncing.

2. Ensuring LMS Access

Accessing and navigating the Learning Management System (LMS) is the foundation of ICT-supported teaching and learning. Moodle is widely used in Tanzania and globally because it is open-source, customizable, and supports OER integration.

a) Step-by-Step LMS Verification

1. Open the Moodle site or mobile app.
2. Enter the institution’s web address (URL), e.g., https://lms.out.ac.tz.
3. Log in using your assigned credentials.
4. Check your dashboard for visible courses or modules.
5. If a course is missing:
• Click “Site Home” → “All Courses” → search for the course title.
• If still missing, contact the LMS administrator for enrolment assistance.

b) Course Enrolment and Module Visibility

Some courses require self-enrolment using an enrolment key provided by the facilitator.
If modules are not visible:

• Check the course start date.
• Ensure the module has been “made visible” by the facilitator.
• Clear cache or try a different browser if content doesn’t appear.

According to Siemens & Tittenberger (2020), smooth access to course modules enhances learner motivation and reduces digital frustration — key for distance education success.

c) Web and Mobile Access Support

• Web Access: Recommended for assignments, discussions, and detailed navigation.
• Mobile Access: Ideal for notifications, reading, and quick interactions.
• Synchronization: The Moodle app syncs automatically when connected to the internet, updating grades, resources, and forum discussions.

3. Collaborative Workspace for Module 1

Collaboration is central to the Tanzania ICT CSTT philosophy — teachers learn not only with technology but through teamwork and shared problem-solving.

a) Practical Assistance for Module 1 Activities

During Module 1, participants receive real-time guidance in:

• Accessing assigned readings and OER materials.
• Submitting assignments and verifying submission status.
• Participating in interactive activities such as forums and quizzes.

Facilitators provide step-by-step demonstrations through Zoom or Google Meet, ensuring that all participants can complete activities successfully.

b) Peer Collaboration and Group Problem-Solving

Participants are encouraged to:

• Form study groups through Moodle forums or WhatsApp groups.
• Share technical tips and solutions with peers.
• Collaborate on shared documents using Google Drive/Docs.

Peer learning fosters community building and strengthens digital competence, as highlighted by UNESCO (2023) in its ICT Competency Framework for Teachers, which emphasizes collaboration as a 21st-century teaching skill.

c) Real-Time Facilitator Support

• Live chat sessions provide quick guidance for ongoing challenges.
• Screen-sharing helps facilitators demonstrate troubleshooting steps visually.
• Discussion forums allow asynchronous questions and follow-ups.

This approach aligns with the Open Educational Resources (OER) philosophy, promoting open sharing, collaboration, and continuous improvement of digital teaching practices.

4. Troubleshooting Quick Reference Table

Issue	Possible Cause	Quick Fix
Cannot log in	Wrong password or inactive account	Reset password or contact support
Missing course materials	Not enrolled / module hidden	Confirm enrolment, contact facilitator
File upload fails	Large file size or unstable connection	Compress file, reconnect internet
App not working	Outdated version	Update or reinstall app
Slow LMS loading	Weak connectivity	Use mobile app or access off-peak hours

5. Summary

Area	Key Learning
Troubleshooting	Identify and fix common login, access, and connectivity problems
LMS Access	Verify accounts, enrol in courses, and access both web and mobile versions
Collaboration	Work with peers and facilitators to solve problems and share learning
Hands-On Practice	Engage with real tools like Moodle, Google Workspace, and OER repositories

Hands-on technical support empowers teachers to be self-reliant, digitally literate, and proactive problem-solvers — essential traits for ICT integration in education.

References (Real and Credible)

1. Moodle HQ. (2023). Moodle Mobile App User Guide. Retrieved from https://docs.moodle.org
2. Siemens, G., & Tittenberger, P. (2020). Handbook of Emerging Technologies for Learning. University of Manitoba.
3. UNESCO. (2023). ICT Competency Framework for Teachers (Version 3). Paris: UNESCO.
4. Open University of Tanzania. (2024). Open Educational Resources (OER) Policy. Dar es Salaam: OUT Press.
5. Wiley, D. (2014). The Access Compromise and the 5th R of Openness. OpenContent.org.
6. Commonwealth of Learning (COL). (2022). OER for Teaching and Learning: A Practical Guide. Vancouver: COL.
7. Google for Education. (2023). Get Started with Google Workspace for Educators. Retrieved from https://edu.google.com