2. Appendix B: Troubleshooting Guide
In the event of a problem with your VLE please review the following common issues before
contacting the MoE Helpdesk.
I am unable to login to the VLE.
Follow the steps below:
1. Go to www.google.com.my and see if the previous user is still logged into Google.
If previous user is logged in then sign them out and try to login again.
2. Clear the cache on the machine.
3. Check that the login details are being typed correctly.
4. If you are still unable to login to your VLE then please contact the MoE Helpdesk.
The search function in the Media Widget isn’t working.
Follow the steps below:
1. Make sure the keyword you are searching for is in English as more images and
videos are tagged using English keywords than BM.
2. Make sure that your spelling of the keyword is correct.
3. Make sure you have clicked on the Frog Store button and not the magnifying glass
button to search the Frog Store.
4. If you are still having issues with the search then please contact the MoE Helpdesk.
I am unable to upload files to the VLE.
Follow the steps below:
1. Check the file type is supported by Frog from this list:
.jpg, .jpeg, .png, .gif, .mp3, .mpeg, .mp4, .avi, .txt, .text, .ppt, .pptx, .xls, .xlsx, .csv,
.doc, .docx, .rtf, .pages, .pdf, .zip, .html
2. Check how large the file you are trying to upload is. If the file is large then this will
take time to upload.
3. If you are still having issues uploading files then please contact the MoE Helpdesk.
The Edit button does not appear when I access my Dashboard or Site.
1. If the black edit button is not appearing on the school dashboard make sure you
are logged in as an admin user as only admin users will see the edit button on the
school dashboard.
3. 2. If the black edit button is not appearing on a site then you need to check that you
have edit rights to that page by checking with the person who shared it with you.
3. If you still have an issue with the black edit button not appearing then please
contact the MoE Helpdesk.
I am unable to place a Widget on a page.
1. Have you clicked, held and tried to drag the widget onto the page? If not then try
this.
2. Did you try to place the widget in a blue section on the page? If not then please
drop the widget where the blue section appears.
3. Are you trying to drop the widget outside of the theme area? If so then please try
dropping the widget into the theme area.
4. If you are still having issues dragging a widget onto the page then please contact
the MoE Helpdesk.
I have embedded a website in the Embed Website Widget. It is not
displaying.
1. Is the website address of the website you are trying to display a valid website? Try
to type the address into your browser to check this. If not a valid address then
please use a valid address.
2. Have you Saved Changes of the page before exiting edit mode? If not then go
back into edit mode, enter the details of the website again in the widget settings
and save changes.
3. Have you placed http:// or https:// at the front of the address of the website? If not
then place this in front of the address.
4. Some websites do not like to be placed in a frame, for example Google does not
work when used in the Embed a Website widget. This maybe the reason it is not
displaying.
5. If you are still having issues with the website not displaying then please contact the
MoE Helpdesk.
The External Link Widget does not launch.
1. Is the website address a valid address? Try to type this in your browser to make
sure the website can be accessed. If it is not a valid address then please use a
valid address.
2. Have you Saved Changes of the page before exiting edit mode? If not then go
back into edit mode, enter the details of the website again in the widget settings
and save changes.
3. Have you placed http:// or https:// at the front of the address of the website? If not
then place this in front of the address.
4. 4. If you are still having issues with the external link then please contact the MoE
Helpdesk.
The RSS Feed Widget is not working
1. Is the address of the RSS Feed a valid RSS Feed? If not please use a valid RSS Feed.
2. Have you typed the address of the RSS Feed correctly? If not then please retype
the address into the settings of the widget.
3. Have you clicked Save Changes before exiting edit mode? If not then please
retype the settings in the widget and save changes before exiting edit mode.
4. If you are still having issues with the RSS Feed Widget then please contact the MoE
Helpdesk.
I am unable to format text in the Text Widget
1. Is your page in edit mode? If not then please click the black edit button to be able
to format your text.
2. Have you highlighted your text before trying to format it? If not then please
highlight the text and try to format it again.
3. Is the text already formatted in the way you want to format it? You can format the
text again in the same way.
4. If you are still having issues with formatting text then please contact the MoE
Helpdesk.
The Global Search does not find a resource
1. Have you typed the correct name for the resource? If not then please retype to find
the resource.
2. Is the resource a site, assignment, user, group or image file? If not then, at the
moment, the search will not find it.
3. If the resource is a site has it been shared with you by the creator of the site? If not
then the search will not find it.
4. If you are still having issues with the search then please contact the MoE Helpdesk.
