Webanywhere | e-Learning & Web Design for Schools, Business, FE/HE, Public Sector, Charities

Our office hours are Monday-Friday from 08:00 to 17:00. Webanywhere also maintain an out of hours support service, 24 hours a day, 7 days a week for urgent support requests. Please note that for data protection reasons, we are only able to assist customers who are on our named contact list.

Education Contacts

0800 862 0131

01535 604026

Primary Schools
Email: support@webanywhere.co.uk

Secondary Schools/F.E
Email: helpdesk@webanywhere.co.uk

Workplace Learning Contacts

01535 538 177

Workplace
Email:  workplace@webanywhere.co.uk

About our support services

If you need to contact our support team with an issue you are experiencing, please scroll down to the relevant area on this page to find out more information, and to learn how our support team work. It is important that we gather as much information as possible about the support ticket you are registering with us, whether this be over the phone or via email.

What can I expect when I have logged a support issue?

Telephone support
If you contact us by telephone we will gather all of the necessary information required to help to resolve your query. We aim to resolve most issues over the phone, but from time to time they may need to be logged as a support issue.
Email support
If you send us an email you will receive an automated response to confirm that your request has been received. This request will then be logged as a support issue.
Urgent support
We understand from time to time that there will be requests that are urgent. We ask that you telephone us between office hours to log urgent requests. Depending on the complexity of the request, we aim to resolve these within 24 hours of the initial call being logged.
First line support
Our first line support technicians resolve support queries by prioritising them with the oldest first. From time to time we may need to contact you again for additional information. Once the issue has been resolved you will receive an email with details of the resolution.
Second line support
If the first line support can not replicate or resolve the reported issue it will be escalated to our second line support who will investigate the issue further. Again, you will receive an email to inform you of this.
Third line support
On occasions, support requests have to be escalated further to the third line support. This may be if there is a complex database error or similar. You will receive an email to advise you of progress.
Development requests
If the support request is a bug in the software this will be reported to our development team for review. They will then prioritise this to be fixed. We usually release bug and feature updates once a month.
Feature requests
If you have a feature request for us we will happily consider implementing it. Simply call or email our support team to register the feature. This will then be sent to the development team who will research the possibility of implementing the suggestion.

How long will it take to resolve my support issue?

We aim to resolve a support query as quickly as possible. However, this does depend on the complexity of the task. First line support can usually resolve the query on the telephone, but if it requires further investigation it may take us up to 5 working days to resolve.

If we contact you for further information during the investigation of a support query it may take longer than 5 working days to complete depending on the time it takes to receive the requested details.

If a software bug is identified it may take us longer than 5 working days to fix. Depending on the severity of the bug it may take weeks or months to fix. We will always prioritise urgent bugs that significantly affect software performance.

Feedback
During the investigation stage of a support ticket we may send you feedback via email. This could advise you that the ticket has been escalated, it may request more information, or just simply to give you an update on the tickets progress.
Resolved
A support ticket is resolved when a fix has been provided based on the explanation in the support ticket and tested by our technicians. An email will be sent to inform you of this along with some feedback from the technician about the fix.
On hold
Once a support ticket is logged we will investigate the issue. If we require more information we will contact you (usually via email) to gather this. At this point your ticket will be placed on hold and no further action will be taken. If we do not receive a response within 2 working days we will send you an email reminder. If a response is not received following this, we will close the ticket and you will receive an email informing you.
Not completed
A support ticket will be closed as not completed if we are unable to gather further information required to resolve the issue. A ticket may also be closed as not completed if the problem is not being caused by Webanywhere’s software and therefore can not be fixed by our technicians.
Bug
If a bug is identified as a result of your support request, and the matter is escalated to the development team, you will receive an email informing you of this. How soon a bug is fixed is dependent on the complexity and severity of the issue.
Feature Request
Additional feature requests will be recorded, and implementation prioritised by the number of schools requesting the feature, the complexity of the feature and the relevance of the feature.

Although our team have expertise in many areas of software and school computer systems, we are unable to help with internal school problems such as network or unsupported browser issues. We would advise you to speak with your school’s technical support team for assistance in this area.

FAQs

In a rush? Why not check out our FAQ section and see if you can save yourself a phone call.

School Jotter

I have forgotten my password and can not login
You should be able to get this reset by the main admin user in school. If you are the admin please enter your email address into the forgot password section of the login screen and you will receive a link allowing you to reset it.
Can I sign into my School Jotter website from outside school?
Yes, School Jotter can be accessed anytime, anywhere (providing you have an internet connection!)
I have forgotten how to add a newsletter on School Jotter
After clicking on Edit Page click on the insert file button. This is found on the toolbar that appears when you click into a content area. Click upload file (at the top of the file manager window) and select your newsletter from the file picker (i.e. from your local hard drive). Once this has uploaded you can then click on the tick box and click on insert (bottom left hand corner). You should now have a link to the newsletter on the page/content area.
How do I upload a word document to my School Jotter?
After clicking on Edit Page click on insert file button. This is found on the toolbar that appears when you click into a content area. Click upload file (at the top of the file manager window) and select your word document from the file picker (i.e. from your local hard drive). Once this has uploaded you can then click on the tick box and click on insert (bottom left hand corner). You should now have a link to the document on the page/content area.
How do I upload pictures to my School Jotter?
After clicking on Edit Page click on the insert picture button. This is found on the toolbar that appears when you click into a content area. Click upload (at the top of the image manager window) and select your image/photo from the file picker (i.e. from your local hard drive). Once this has uploaded you can click on the thumbnail of the desired image, inserting it into the content area.
How do I link to a page or website in my School Jotter?
In edit mode type in the link label. This is the text that will appear as the link itself i.e. Please click for xyz. Highlight this using the mouse and click on insert/edit link. In the dialog box select a page to link to from the Pages drop down menu. Then click on insert. If you would like to link to a file after the LINK URL field, click on the red and blue icon. Now all you need to do is select and tick the appropriate file to link to, and then press insert on the left hand side of the file manager.
How to get Images to Appear in a Slideshow within School Jotter?

This short guide will take you through how to get images to appear in Slideshows and to put your images into a particular order.

To get your pictures into a Slideshow they have to be in the ‘Gallery Images’ folder within the ‘Image Manager’.

If you are accessing the folder straight from the Image Manager you will see the Gallery Images folder on the left hand side.

Click on the text ‘galleryimages’ and this will take you into that folder.

From here you can create folders to store images using the ‘Create Folder’ button at the top of the screen.

If you are uploading from the Slideshow block (see below):

From here you can upload images by clicking on the ‘Upload Images’ button, this will start you off in the ‘Gallery Images’ folder so you don’t need to find it on the left hand side.

How to put your Images In Order within School Jotter

School Jotter will order the images by file name in alphabetical order within the Image Manager.

To change the title of your images so that you can put them in order go into the File Manager.

The easiest way to get to this is to go to ‘My Pages’ in the white toolbar along the top. Scroll down to ‘Manage Media’ and then Select ‘Files’

This will take you into the File Manager which shows your Images and allows you to re-name them.

In this example there are two folders to access and we will select the Gallery Images folder.

The Creek image has been selected to rename and you will see that unlike in the first example above the options have become available at the top of the file list; Cut, Copy, Rename, Delete & Zip.

Tick the white box next to the file and click on ‘Rename’. This will produce a white box to add text into and rename the file.

We have changed our school logo and it need amending on our website, what shall I do?

Please email content@webanywhere.co.uk with the the updated logo and a message requesting the change. This will be uploaded within our 3-5 day turnaround.

How do I use the document viewer?

If you need to display documents directly on your webpage (ie. documents designed to be displayed on the website) you need to select the document viewer option to upload the documents to your page. In edit mode click on Insert. From the drop down go onto miscellaneous, then select document viewer. Now the block will appear on the page. Select upload and from the file picker the document you wish to upload. Click on upload again and after the document has converted click publish to reveal the document embedded onto the page itself.

There is code all over my page, what do I do?

If you see code appearing on your page, click the Edit Page option, and click Publish.

Why is my video not working?

If your video fails to upload, it could be due to the size of the video, or the file format. The size should not exceed 30mb and the acceptable file formats are WMV, FLV and AVI. If you notice the video still not working once uploaded, try updating your browser.

How do I add a user?

To add a new user, click the My Pages option and go to Manage Users. You will then see an option called Add User - fill in the fields and save.

How do I restrict a user to editing just one page?
In the manage pages section, click the desired page from the list of site pages on the left. From the table that now appears tick the edit column and assign the role of the user. This means that this user will only be able to edit this page. You can allow as many pages as you like to be editable by clicking on the pages and ticking the edit box that is next to that user's role.

For more information on School Jotter, visit our Customer Training Centre

Learnanywhere

How do I put something into a calendar?

Everyone can add a personal event from their toolbar. Teachers can add class events from their Classes, and Admins can add site-wide events from the toolbar. Click the Calendar icon either in the Class or from the toolbar, then the Add Event button and then fill in the details

How do I enrol a teacher/student into a class?

Click the Admin button in the toolbar, click the Classes button on the left and click on the Assign Users link adjacent to the relevant class. Then use the top list of names to add the relevant person(s) as a Student and the bottom list of names to add the relevant person as a Teacher.

How do I give teachers access to global settings?

From the Admin section select User Roles and click on the Edit link to change permissions in their role. Make the changes and then click the Update Role button

How do I add users?

From the Admin section select Users and add users one at a time by clicking the Add User button. To add users in bulk click the Import Button, download the template and follow the Import User Guide.

How do I create a class?

From the Admin section select Classes, click the Add Class button and complete the form

How do I upload files into my class?

From the Admin section select Classes. From the relevant Class click the Activities button

How do I stop messaging?

From the Admin section select User Roles and click the Edit link against the student role. Scroll down and click the Update Role button.

What format of video can I use?

Video must be in Flash format. A converter and be downloaded and used for free from here <http://www.any-video-converter.com/products/for_video_free/

For more information on Learnanywhere, visit our Customer Training Centre

Moodle

How do I add users?

Moodle 1.9 & 2.+ You must be an Administrator to do this task. From the Site Administration Block select Users>accounts>Add an new user. Fill in the form. Please note, if you are using users through Active Directory with Moodle you must add them into AD, these will appear in Moodle the next day.

Moodle.org support links

How do I set up a quiz?

Moodle 1.9 & 2.+ You must have at least Teachers' rights in a Class to do this task. From the Course Administration Block, select Questions and add them to the Question Bank.

Moodle.org support links

Then setup a quiz activity by turning editing on and adding the activity to a topic area from the Add an Activity drop-down list.

Moodle.org support links

How do I upload a file?

Moodle 1.9 You must have at least Teacher’s rights in a Class to do this task. Turn editing on from the relevant Topic section and select from the Add a resource drop down list the Insert a file or web site option. Fill in the form and click the Save and return to course button.

Moodle.org support links

Moodle 2.+ You must have at least Teachers' rights in a class to do this task. Turn editing on from the relevant Topic section and select from the Add a Resource drop down list the File option. Fill in the form and click the Save and return to course button.

Moodle.org support links

How do I use a Forum?

Moodle 1.9 & 2.+ You must have at least Teachers' rights in a Class to setup a forum. There are four types of Forum:

  • A single simple discussion is a single topic, all on one page. Useful for short, focussed discussions.

  • Standard forum for general use - is an open forum where anyone can start a new topic at any time. This is the best general-purpose forum.

  • Each person posts one discussion - Each person can post exactly one new discussion topic (everyone can reply to them though). This is useful when you want each student to start a discussion about, say, their reflections on the week's topic, and everyone else responds to these.

  • Q And A Forum - The Q & A forum requires students to post their perspectives before viewing other students' postings. After the initial posting, students can view and respond to others' postings. This feature allows equal initial posting opportunity among all students, thus encouraging original and independent thinking.

Moodle.org support links

How do I make a calendar entry?

Moodle 1.9 & 2.+. Administrators can make user and site wide events, Teachers can, from their Class, make user, Group and Class (Course) events and Students can make user events.

Moodle.org support links

What formats of video can I use?

Moodle can handle a wide variety of media formats provided they are switched on in the Multimedia Plugins filter, which can be found in the Plugins section of the Site Administration Block. Only an Administrator can make these changes.

Moodle.org support links

There are problems with a student being able to see and get into a course

Moodle 1.9 & 2.+ You must be an Administrator or a Teacher in a Class to do this task. This is normally because students are enrolled at the system level or Category level instead of at the course level. Or it is because the Classes allow self enrolment or allow guests in. A Teacher would normally enrol their students into the class themselves.

There are problems with student being not able to see and get into any course?

Moodle 1.9 & 2.+. Normally Students must be enrolled into a Class (Course) to be able to access it. If they cannot gain access to it or see it is because they are not enrolled in it.

How do I use Groups?

Moodle 1.9 & 2.+. Groups can be used to help teachers manage learners in groups. This can be separate Teaching groups or in teams.

Moodle.org support links

How do my students upload homework to me?

Moodle 1.9 & 2.+ You must have at least Teacher’s rights in a Class to setup a homework upload task. If the homework is to be graded and commented on the Advanced Uploading of files Assignment tool is used as this allows you to return online a grade, feedback and the marked document.

Another type is the Online Text Assignment Activity where the student gets a text box to enter their work before submitting it. This supports grading and feedback by the Teacher. Both of these can be found in a Class from the Add an activity dropdown list when Editing is turned on.

For more information on Moodle, visit our Customer Training Centre

For more information on Moodle, visit our Customer Training Centre

Learner Journey

What is it for?

It is an e-portfolio and social networking solution. A student can upload images and text of trips they have been on or what they have been up to both in and out of school. They can also add their school friends and view their portfolios.

Can I control the messaging tool?

Yes you can, you can either turn this off for everybody on the system within settings contained in the Administration area. Select Communication to No.

The other way is for just one individual by clicking on Edit next to that person’s name in the users screen and unticking Allow Communication box. To view any messages sent just select the Messages or email icon on the Users screen.

For more information on Learner Journey, visit our Customer Training Centre

Totara

Why can I not add a new course?

There are three standard Trainer roles in Totara. A Course Creator has the ability to add and set up new courses and edit courses, an Editing Trainer has the ability to edit courses already set up, and a Trainer has the ability to manage a course already set up, including the course gradebook and managing face-to-face activities.

These roles can be given a site level, which allows you to perform these functions across the whole site, or at a Category level allowing you to perform these functions just in course in the given Category. These roles can also be assigned at a course level allowing you to perform these functions just in the given course. Talk to your Site Administrator to learn more about the role and permission you have been given

How do I prevent Learners from seeing my course?

A course can be hidden from learners by setting the course availability to ‘This course is not available to students’ this is done in the course settings. Remember when you are ready for learners to enrol on your course you need to change this setting back ‘This course is available to students’.

Can I prevent Learners from enrolling themselves on a course?

When the Internal Enrolment enrolment plugin is enabled on your site it is possible for learners to self-enrol on a course. To prevent this from happening you need to set Course enrollable to No in the course settings.

Why are all Learners enrolled in all courses?

There are two possibilities that would cause Learners to be enrolled in all courses:

  • When the system default role is set to Learner this results in all users being enrolled in all courses by default. The system default role is usually set to Authenticated user. Your Site Administrator can set this Site Administration Menu > Users > Permissions > User Policies.
  • When a user is assigned to the Learner role at the Site Level they are automatically enrolled in all courses. Your site Administrator can change site wide role assignment, Site Administration Menu > Users > Permissions > Assign System Roles.
Why are the Activity Completion / Course Completion settings locked?

Once a learner has started an activity / course with completion conditions set these conditions are locked. It is possible for the completion conditions to be unlocked, however there is a risk the existing learner data may be lost when you unlock the completion conditions.

Why do I need to set up Positions and Organisation hierarchies?

Setting up position and organisation hierarchies in Totara allow you to assign your users to the appropriate job role and part of the organisation. This allows you to assign competencies and linked courses to users based on their job role and place in the organisation.

Also, if you want to use Manager Approval for face-to-face courses you need to have at least a position hierarchy to allow you to assign a manager to a user.

Do I need to use hierarchy Types?

You do not need to use hierarchy types in any of your hierarchy frameworks. Hierarchy Types allow you to add custom fields to your hierarchy items e.g. this would enable to capture a purchase code or cost centre code for different parts of your organisation.

Hierarchy Types can be included in a report, this would allow you to sort or filter on the hierarchy type.

Payschool

How do I upload my pupils to Payschool?

Once you have signed into your Payschool account, click on ‘Pupils’ in the green toolbar along the top. This will display all the current pupils on the system (if there are any), above this click on ‘Upload Users’.

Once you have signed into your Payschool account, click on ‘Pupils’ in the green toolbar along the top. This will display all the current pupils on the system (if there are any), above this click on ‘Upload Users’.

How can I record manual payments on Payschool?

You can record cash or cheque payments by selecting 'Pupils'. Next to each user you will see an icon that looks like a note with the word ‘Pay’. By clicking on 'Pay' you will be taken to the 'Manual Payment' screen where you can choose a product, date of payment and amount paid.

How can I get a unique Parent ID?

(Parent) You will receive a letter from the school detailing all the information you need to sign up to Payschool which will include the Parent ID.

(School) Go to the 'Pupils' screen and you will see a button that says ' Generate PDF'. This will automatically generate letters for all the pupils loaded into Payschool. This letter needs to be sent to Parents which will give them all the details to sign up.

Parent Messenger

How do I upload Parent and Student information?

Click on the ‘Contacts’ button within the main menu along the top. This will give you four options underneath and bring up the list of students that are currently on the system.

Click on the ‘Upload’ button which is just below the main ‘Contacts’ button. This screen allows you to upload a spreadsheet. There is a link below this with a guide explaining how to use the spreadsheet.

How can I check that a message has been sent?

Click on the ‘History‘ button in the main menu along the top. This will show you the ‘Campaign’ screen which gives you information on whole groups of messages (which user it was sent from, title of the message, date it was sent, if it sent successfully and overall details of the campaign).

Click on ‘Details’ which will give you a breakdown of who the message was sent to, phone number or email, contents of the message and the date it was sent.

How can check how many credits I have left?

The total amount of credits is displayed in the top right hand corner of the screen above the large header.

You can also see how many credits were used in each set of messages sent by clicking on ‘History’ and then ‘Credits’. This will display a minus credits column eg 29 texts sent will display as -29.

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