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Service Desk and Spaces: Troubleshooting

Trouble with online resources? Try the following

Before reporting a problem please try these steps:

  • Use a lower case 's' in front of your student number as your username
    e.g. s123456
  • Try using your CDU email address as your username
    e.g. s123456@students.cdu.edu.au.
  • Try a different web browser and/or computer (we recommend Mozilla Firefox or Google Chrome)
  • Check your computer firewall and pop up blocker settings
  • Clear your browser cache and cookies

Clear browser cache and cookies

To speed up the loading process, your internet browser saves files called cache and cookies. Clearing these files can fix issues like loading or formatting abnormalities on websites.

Google Chrome

  1. Click the ‘Customize and control Google Chrome’ button on the right of the address bar.
  2. Click ‘Settings’ and then ‘Advanced’ to show more settings.
  3. Under 'Privacy and Security' click ‘Clear browsing data’.
  4. In the ‘Basic’ tab change the ‘Time range’ to ‘All time’.
  5. Tick the boxes for:
    •   Cookies and other site data
    •   Cached images and files

Mozilla Firefox

  1. Click the ‘Open Menu’ button on the far right of the address bar.
  2. Click ‘Options’ and then ‘Privacy and Security’.
  3. Under ‘History’, click ‘clear your recent history’.
  4. In the ‘Clear Recent History’ box change the ‘Time range to clear:’ to ‘Everything’.
  5. Click the ‘Details’ arrow to show all the preferences.
  6. Tick the boxes for:
    •   Cookies
    •   Cache

Your details

When letting us know about an issue, please provide your:

  • First name & last name
  • Email address
  • Student number

Useful information to help us help you

About you:

  • Are you a Menzies staff member?
  • Are you a postgraduate student?
  • Are you a staff member?
  • Have you activated your student account?
  • Are you a currently enrolled CDU student?
  • Have you checked your account status via the Student Portal?
  • Have you reset your password recently?

About the issue:

  • The web address URL of the page experiencing issues
  • Name and version of the web browser you are using
  • What error message, if any, you received
  • Can you log in to CDU Learnline?
  • Can you log in to CDU Webmail?
  • If the issue is with an online form, can you access other forms on the Library web page?
  • Are you accessing the CDU resource on or off campus?
  • When did this access last work for you?
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