Faculty Support

Common student issues

Last Updated: Jun 01, 2016 06:18PM EDT

Helpful resources and information

  • Student support center: http://studenthelp.acrobatiq.com/ (Link is also located on Help page, reached in menu pictured below)

  • Student orientation article: http://studenthelp.acrobatiq.com/customer/en/portal/articles/1998464

  • Browser check tool: https://northeastern.acrobatiq.com/browser_check (found in menu pictured below)
  • ​Acrobatiq Support does not take action on scored assessments without the express permission of the instructor; this includes deleting attempts to make more attempts available, amending the schedule, etc.

  • If the problem cannot be solved by Northeastern's support staff, please escalate to Acrobatiq Support. Ideally, the Northeastern support representative would collect any information useful in diagnosing the problem:
    1. Student name and email
    2. The URL of the page where the student is experiencing difficulty. The Northeastern or LEVEL class title usually is not sufficient for identifying the Acrobatiq course.
    3. The student's browser and version, and the operating system and version.
    4. A clear description of the problem, using as much specificity as possible. For instance, if a student claims the system isn't marking their answers correct when it should, ask the student to identify the question text and the answer options they chose.

    Email Acrobatiq Support directly (support@acrobatiq.com) and you can expect a response within 48 business-day hours. Every effort will be made to respond in the same business day, though this is not always possible due to Acrobatiq Support ticket volume.


 

Common issues or topics students raise


Cannot locate link to Acrobatiq

  • In summer 2016, Acrobatiq students will sign in with their accounts here: https://northeastern.acrobatiq.com

  • Students may find links in their class environment in the LMS. If not, they can navigate to the URL above

  • Each class's instructor can confirm the location of the Acrobatiq link in the LMS class space

 

Cannot sign in

Common reasons students cannot sign in:

  • The student is entering the wrong email address

  • The student is entering the wrong password

  • Students commonly change their passwords and then forget the new one.

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Cannot find password-reset link

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Scheduled units and modules

  • The Table of Contents page includes any schedules that have been applied to units or modules

  • The arrows on the left will reveal the modules within a unit

  • If a unit has a schedule, it applies to all nested modules, and their pages and assessments

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Scheduled assessments

  • Assessments are listed on the Table of Contents within the module where they are located

  • The arrows on the left will reveal the modules within a unit, and assessments will appear along with the module's Learning Objectives

  • If an assessment has a schedule, it appears next to the title of the assessment

  • The unit or module schedule supercedes the schedule on an assessment. For instance, if no schedule is placed on an assessment, its availability is governed by the unit's or the module's schedule

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Finding scores earned on assessments

Students have multiple locations where they can review the scores they've earned on their assessments.

  • On the Table of Contents, the score of record will appear next to the assessment. If multiple attempts are allowed, they are not all visible here

  • On the cover page, the page in the course where the student is given the terms (schedule, time limit, number of attempts, scoring method, etc.) and the assessment is begun, shows a list of all attempts if multiple attempts are permitted

  • ​The My Scores page is a one-entry gradebook. It can be accessed in three locations by a student: On the My Courses page, in the banner at the top of course pages, and in the menu located at the top right of course pages​​

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Problems submitting assessment attempts

Sometimes students report an inability to submit their assessment attempts. They describe the progress meter (a circle of dots in motion) running, followed by the screen fading gray, and no submission being made. This is typically the result of an out-of-date browser.

  • Encourage the student to use the Browser Check tool in the menu at the top right of any Acrobatiq page

  • Update the browser to the latest version

  • Switch to a different, more up-to-date browser on the same device

  • Try a different device

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Reporting content errors, and adjusting scores if an error appears in an assessment

Acrobatiq did not create the content in the Northeastern / LEVEL courses, so the team responsible for creating the content is also responsible for maintaining it and fixing errors. Acrobatiq Support cannot adjust scores in the gradebook or the My Scores page, nor is there an instructor tool for this purpose. If a student identifies an error that results in lost points on an assessment, here are the steps to take:

  • Encourage the student to consult with the instructor and/or mentor first, to confirm the student's suspicion about the error

  • The content in all Northeastern / LEVEL courseware is created and maintained by the Northeastern team. The instructor should bring the error to the attention of their point of contact on the content-creation team

  • Points can be awarded in the Northeastern gradebook by accounting for the lost points; as of June 2016, Acrobatiq doesn't have the technical ability to adjust the scores

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Contact Support

support@acrobatiq.com
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