Resolve a content issue or an LMS issue

Start with the Catapult Knowledge Base, the User Guides and the Video Library collection of articles. If those steps do not resolve the issue, identify whether it concerns the unit content, Catapult LMS, the client's account setup or, for Edify customers, publishing from Edify.

Content issues

Treat the problem as a content issue when it concerns:

• an unclear or conflicting instruction
• a missing or incorrect document
• a benchmark that does not match the learner task
• mapping or unit-release information
• a broken external reference inside the resource
• an error in a workbook, answer or assessment tool
• difficulty implementing content or assessment instructions
• an animation that does not work as intended
• information that appears outdated

Do not edit an active assessment to work around the problem without recording and approving the change.

LMS issues

Treat the problem as an LMS issue when a user cannot sign in, access an assigned unit, open an available section, upload a supported file or see an expected submission.

Include the user's role because Admin, Trainer and Learner access differ.

Client setup issues

Check the organisation's enrolment, permissions, assigned trainer, network controls, browser and local file software. The resource might work correctly while a local setting blocks the user.

Edify publishing issues for Edify customers

For an Edify customer, treat the problem as an Edify publishing issue when a resource cannot be prepared or published as expected.

Treat it as a publication mismatch when the approved Edify resource does not match the version available in Catapult LMS. Record what appears in each system before contacting Customer Support.

Identify the resource and user

Send:

• organisation name
• unit code and product type
• page, topic or assessment name
• user's role: Admin, Trainer or Learner
• relevant page, unit or assessment links

Describe what happened

Include:

• what the user was attempting
• date and time of the problem
• steps taken before it occurred
• troubleshooting already completed
• screenshot or exact error text
• filename and file type where relevant
• browser and device for access problems

Remove learner answers and personal information from screenshots unless Support asks for them through an approved channel.

Support route

If self-service steps do not resolve the issue, contact Customer Support on (08) 8275 9333 or support@catapult-elearning.com. State whether the issue concerns content, Catapult LMS, account access, Edify publishing, a publication mismatch or assessment integrity.