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Learning Precinct Guide: 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 your CDU email address
    e.g. s123456@students.cdu.edu.au.
  • Try a different web browser and/or computer (we recommend Mozilla Firefox or Google Chrome).
    download and install
    Google Chrome or Mozilla Firefox
  • 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’.
  3. Click ‘Advanced’ to show more settings.
  4. Under 'Privacy and Security' click ‘Clear browsing data’.
  5. In the ‘Basic’ tab change the ‘Time range’ to ‘All time’.
  6. 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’.
  3. Click ‘Privacy and Security’.
  4. Under ‘History’, click ‘clear your recent history’.
  5. In the ‘Clear Recent History’ box change the ‘Time range to clear:’ to ‘Everything’.
  6. Click the ‘Details’ arrow to show all the preferences.
  7. Tick the boxes for:
    •   Cookies
    •   Cache

Your details

Please provide:

  • First name & last name
  • Email address
  • Student number
  • Phone number (optional)

Your Account details

The following information will help Library staff to identify how the problem is relevant to you.

Please provide (where applicable):

  • 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?

Issue details

We need to know as much detail as possible about the problem.

Please let Library staff know the following:

  • The web address URL of the page experiencing issues
  • Name and version of the web browser
  • Error message received
  • Can you log in to CDU Learnline?
  • Can you log in to CDU Webmail?
  • Can you access another form on the Library web page?
  • Are you accessing the CDU resource on or off campus?
  • When did it last work for you?
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