Common Issues and Solutions

These are some commonly reported issues and answers of how to solve them.

Note: This document references views and actions that are only available to Echo Administrators

Topics Solutions
Staff member is unable to manage enrollments in a course

Echo Admin will need to check the course permissions for the teacher. Most likely they have an Owner role which allows them to change the settings for the course, but the Teacher-Owner role is what enables the teacher to manage the enrollments. 

More info on course vs. domain permissions here:

https://help.echo-ntn.org/hc/en-us/articles/215637387-Domain-and-Course-Roles-Admin- 
Staff member is unable to create a course

Echo Admin will need to check the domain permissions for the teacher. If they do not have the Staff domain permissions role, they will not be able to create/manage courses.

More info on domain permissions here:

https://help.echo-ntn.org/hc/en-us/articles/218267107-How-do-I-manage-user-domain-permissions- 
Echo Admin can’t proxy into Staff account

The teacher most likely is enrolled in a course from a different domain. Echo Admin permissions only work within the domains the administrator has access to. An Echo Admin will need to find another way to gain access to the user’s account for troubleshooting (reset password for example).

More info on proxying here:

https://help.echo-ntn.org/hc/en-us/articles/215637327-How-do-I-proxy-as-another-user- 
Students can’t submit work to an activity

There may be a few places for an Echo Admin to investigate:

  • Check if the teacher added a due date grace period after the original due date of submission (activity does not retroactively update; teacher will need to change the due date)

  • Check if the activity does not have late submissions allowed and the due date has passed

  • Check for any recent changes to activity settings

  • Check if there’s a dropbox available for students to submit to (activity settings)


Content in course is not updating across derivatives

This happens when an instructor has made an edit to a part of the derivative course, which breaks the connection for updates from the master course. 

For further investigation, an Echo Admin will need to submit a ticket to the Echo Support Team.


Grades in course missing

There may be a few places for an Echo Admin to investigate:

  • Student enrollments may be expired (removes display of grades in gradebook)

  • Grading periods may not be set correctly (check weights in course settings and activity assignments to grading periods)

  • Check teacher’s account for filters in Gradebook view

  • Instructor may have clicked “Finalize Grades”; to fix, an Echo Admin will need to change student enrollments to active again


Students are missing in the School Browser
https://help.echo-ntn.org/hc/en-us/articles/115004641548-Are-you-missing-students-in-the-School-Browser-Tool-Here-is-why-and-how-to-fix-it- 

Echo is constantly being improved based on the feedback from users and we strive to keep our documentation up to date.  If this document doesn’t match what you are seeing in Echo, please let us know.

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