eLearning FAQ | Western Cape Education Department
eLearning FAQ

If no internet:

  • Check that there is power to the cabinet and Access Point's (AP)
  • Is the problem limited to several users, or the entire school?
  • Are other schools in your area affected?

If the internet is slow:

  • Check the rendering of the of the page you are trying to access (i.e. the speed at which the web page appears on your screen)
  • Is the problem limited to several users, or the entire school?
  • Record the error message received

If still not resolved:

  • Log incident with the Schools IT Service Desk. (021 900 7123) In addition to the ‘basic’ points, give details of the error message received.
  • Based on the information supplied, the Service Desk will then assign to a Service Provider (i.e. SITA, LTSE, etc.)
  • Is it one, a few users or entire school that can’t login?
    • If the entire school can’t login check if there is power on site. Are the lights on at the SITA/SLAN cabinet? Your SITA cabinet will have a OneAccess device and Cisco L3 switch installed. A SITA barcode is attached to the cabinet. Have this barcode number ready when calling the Service Desk.
    • If entire class:
      • Can the class next door login?
      • Are the lights on at the AP?
    • If it is few users:
      • Are they inserting their usernames and passwords correctly (passwords are case sensitive and must be uppercase - capital letters)
      • Did the user (recently) reset their passwords on the “Password Reset portal”? If yes, did they answer the 3 security questions correctly?
  • Also check whether the users configured the devices correctly. Is the login issue happening with one device, multiple devices or all the device on site?
  • If still not resolved, phone Schools IT Service desk (021 900 7123) and have the following ready when making the call
    • Name of school, contact person, contact number
    • List of users affected (if a user level problem)
    • Have device type ready, i.e. Lenovo, Dell

Non-standard equipment

  • Is there power at the devise?
  • Is the USB/VGA/HTML cable in?
  • Is the device still within its warranty period?
    • If yes, contact the company directly and arrange for the company to fix
    • If no, call the Service Desk (021 900 7123)

Standard equipment

  • Installation phase: If brand-new out of box, but not working school must log it immediately with supplier
  • Is the devise still within its warranty period?
    • If yes, log a call with the Schools IT Service Desk (021 900 7123)

If no, log a call with the Schools IT Service Desk (021 900 7123), who will assign the call to the region. A technologist will come to the school and recommend whether to replace or repair.

If still not resolved:

Non-standard equipment

  • Service Desk will assign a technologist who will visit the school and fix equipment, IF possible.

Standard equipment

  • Phone the Schools IT Service Desk (021 900 7123) and have the following information ready when logging the call:
    • Model number of equipment
    • Do you have the drivers for the equipment (i.e. the software required to install the equipment)?
    • Operating system on which you want to install the software

The Service Desk assigns the call to a region, where after a technologist visits the school to resolve problem.

Classroom management:

  • Investigate what tools are out there/ invest in tools themselves
    • Google classroom – BB
    • Other cloud-based software is available.
    • Port
    • Microsoft teams, etc.
  • If hardware issue: log a call with Schools IT Service Desk (021 900 7123)

Device management:

  • Log a call after eHealth has been verified

Centralised authentication:

  • Verify with another user that they can’t login
  • If school wide connectivity: do eHealth check:
    • check the power is on;
    • verify PC is on;
    • verify the network cable is plugged in;
    • check that the monitor is switched on;
    • verify that other PCs are able to switch on and that the problem is not isolated that that specific PC alone;
    • Make sure that the user can log on to another device
  • Check if learners are registered on CEMIS

If connectivity issue or can’t resolve login: phone Schools IT Service desk (021 900 7123)

Have the following at hand:

  • Persal number of principal
  • Proper description of problem
  • First check if internet is working – do thisy by checking if you can login to another website that you know are not blocked
    • If internet is not working: refer to FAQ category "The internet is not working or is slow" (what to do when experiencing connectivity challenges)

If internet is working but it is clear the particular site is blocked then you need to log a call.

  • School to log a call with CEI Service Desk (021 900 7123) with the following at hand:
    • Name of school, contact person, contact number
    • Name of site you are trying to access
    • Error message
  • Identify what piece of equipment has been stolen
  • Phone the Safe Schools hotline (0800 45 46 47) and have the following information ready when making the call:
    • School EMIS number
  • Then phone the Schools IT Service desk and have the following ready when making the call:
    • Safe Schools reference number
    • School EMIS number
    • Alternative contact number
  • Report the incident to SAPS. Once you have a case number, phone the Schools Service Desk (021 900 7123) and give them this case number.
  • IT services and software: direct this request to your district eLearning Advisory team (eLearning advisor and Circuit manager), who will then forward it to the Head Office eLearning directorate for consideration
  • Any add-on to existing system: log a call with the Schools IT service
  • Any capital expenditure (infrastructure and technology): eLearning advisory team is consulted to check future roll outs
  • If planning to buy new equipment: consult with service manager in district or email colin.morris@westerncape.gov.za