Your form submission has been received. Please allow 24 hours for a support technician to respond to your query.

If your issue is urgent then please contact This email address is being protected from spambots. You need JavaScript enabled to view it. directly.

Doing the below on your browser fixes the issue 99% of the time. Please follow the troubleshooting checklist below before proceeding with the form.

Important - always use Google Chrome as your browser then do the following:

  1. Log in and out of your account.
  2. Refresh your browser cache.
  3. Refresh your browser cookies.
  4. Flush your computer DNS.
  5. Access the site in Incognito Mode (press ctrl+shift+N).
  6. Restart your computer.

If you have tried the six key troubleshooting steps and a system is still largely inaccessible, then we encourage you to do the following:

  1. Contact your colleagues in your time zone - see if they are encountering a similar issue.
  2. If they are, then contact the Tech Team This email address is being protected from spambots. You need JavaScript enabled to view it. (with Abby and Carolina CC'd in) with all details surrounding the issues and mark it with an important tag. Please include a screenshot and provide information of any important information.

This troubleshooting form has been facilitated for less severe issues, but if total system impairment occurs on a system then the SugarCRM support team (members of the above distribution list) needs to know about it as soon as possible.

This issue relates to entering your login details, but selecting "Login" simply does nothing.

 

To fix this issue, you must ensure the URL of the site has "HTTPS" in it: https://eitidc.com/chat/index.php/site_admin/user/login

We recommend bookmarking this link to ensure you do not enter the wrong URL again.

There are two reasons for sound not working:

  1. Your computer sound is not enabled.
  2. LiveChat has not got notification sounds enabled.

1. Check your computer sound

First you need to check your computer sound. You can assess this quite easily by playing some music through your browser. 

Watch this video on Youtube, can you hear the music come through your speakers? 

If you can, then it means your computer sound working.

If you can't, then please try and plug your headset in or out of your computer and restarting your computer. If issues persist then contact EIT's Tech Team or ASG (South Africa).

2. Check the audio settings on LiveChat

LiveChat has an option to enable and disable notification sounds. If audio is coming from the above Youtube video but not from LiveChat, then it means it needs to be enabled.

At the top right of your LiveChat window you will see an icon with sound. If it has a line through it then you need to select it to enable it. It should look like the below:

Notification noise should come through the platform after this has been selected.

You most likely need to enable browser notifications.

Navigate to the lock icon on the top left of the browser and select it.

Select "Site Settings" on the popup.

Chrome will direct you to the content settings. Select the drop down for "Notifications" and select "Allow".

Notifications should start appearing on the bottom right of your screen for all incoming Live Chats.

Truss has an additional security feature; whitelisting locations for people to access the site. This means only in the office can you access Truss normally.

Despite this, there are some options available with accessing Truss outside the office.

 

Option One - SMS Verification (preferred)

You can "whitelist" your Truss session for the day. It requires SMS code verification.

1. Navigate to: https://enrol.eit.edu.au/external-auth.aspx

2. Enter your normal Truss username and select "Continue".

3. You will be sent an "Access code" on your mobile phone. Enter it into the "Enter Your Access Code:" field and select "Continue".

4. You will receive a popup (if successful) stating that your IP has been granted access to the Truss backend for 12 hours. 

5. Go to https://eit.trussrto.io/_login and then enter your login details as you normally would.

You should have full access to Truss.

 

Option Two - Terminal Server (not recommended)

If you have access to the Terminal Server, you can use Truss on your browser within as you normally would.

While this option works, it is not recommended due to the following reasons:

  • It is very slow to work on.
  • The display is limited - some text may be difficult to read.
  • It impacts the performance of our Terminal Server overall.

Please only use this option as a last resort if option one does not work.

A student may reach out to you asking why they can't complete their application, and when/if they try to start the application again it rejects their email.

It is important for a student to go via the original link they were sent to enrol. If they have lost it then please do the following.

1. Go to Truss and select "Find Student".

2. Search for the student; email is generally the best method for doing this. Select "Search" when you have entered the email.

 

3. The student record should appear - select "edit".

 4. On the student record, select "Send Login Email" again.

The student should receive an email to continue with their application.

Unfortunately we are unable to identify the issue. Please submit a description of the issue below, and a screenshot of the issue or the error you are encountering.

Note - we do prefer a full page screenshot of the issue.

While the Tech Department manages the platforms you work on, we are not necessarily using the same functions as you might be on a daily basis. If you have any feedback on how we can enhance a platform or service then we would like to hear from you.

Important - always use Google Chrome as your browser then do the following:

  1. Log in and out of your account.
  2. Refresh your browser cache.
  3. Refresh your browser cookies.
  4. Access the site in Incognito Mode (press ctrl+shift+N).
  5. Restart your computer.

 

Sometimes when you first log on, the internet may not be connected.

Please try restarting your computer - this resolves the issue most of the time.

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We have a dedicated form for this on the IRIS site: https://www.irisinvigilation.com/support

 

 

Your form submission will still go to EIT Tech Support.

Ctrl + F5 and close all tabs

Make sure you leave the tab open.

The Remote Labs are located on a separate form: https://lab.electromeet.com/support

 

Please navigate to the above URL for any issues relating to that system.

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Thank you for using the universal contact form.

Electromeet Remote Labs
Uploading and Downloading Files Instructions

 

Getting Started

To download files to or upload files from the Electromeet remote labs, for the completion of projects and assessments, the “File Manager” function is provided once a scheduled lab is active.

 

It is available from the Book and Access Labs menu:

access labs menu

 

Or from the link in the menu bar at the top of the window once connected to a lab:

access labs menu

 

Clicking the corresponding button opens a new dialog frame with the file manager:

access labs menu

 

Navigation

The components of the file manager correspond with the number in the above image:

 

  1. File transfer menu buttons, from left-to-right:
    - Backwards button; navigate backwards through the previous directories
    - Forwards button; navigate forwards through the previous directories
    - Home button; navigate to the highest-level student file transfer directory
    - Create new folder button; create a new empty folder in the current directory
    - Upload button; select and upload files from your computer to the current directory
    - Download button; download selected files or folders (zip) from the lab to your computer
    - Clear selection button; de-select and selected
    - Delete button; delete selected files or folders from the lab
  2. File path with home as the top student file transfer directory; shortcut on the lab desktop
  3. Quick-access help-tab
  4. Expand or collapse help-tab
  5. Upload or download file queue
  6. Link to downloadable instructions
  7. Files and folders in the current directory
  8. The window displaying files and folders in the current directory

 

Functionality

You will only be able to directly transfer files or folders from an external computer to the student file transfer directory on a lab; once it is in this directory, you may then transfer it elsewhere on the lab (i.e. the desktop) if required but this is not advised.

 

Folders and files selectable with a single click. Click outside the selection to de-select or click the clear-selection button. Select multiple files or folders by holding ctrl and clicking each in the current directory. Double-click a folder to open it and change the file path. The file path is also clickable for navigation through the directories.

 

To close the File Manager, click outside of the file manager dialog frame. 

 

You can also delete, download or rename files and folders by right clicking on them and selecting the corresponding option:

access labs menu

 

While uploading or downloading files, you will be able to see the progress indicator in the bottom left corner of the frame:

access labs menu

 

Using the tool bar, you can go navigate back and forth in your directory access history using the left and right arrows. You may also jump into any folder above the current one by clicking on its name in the file path:

access labs menu

 

The grey icons are only activate once a file or folder is selected.

 

The File Manager also supports drag and drop for uploads; simply drag a folder from your computer into the window showing the contents of the current directory to begin the upload:

access labs menu

 

The home student file transfer directory and all sub directories, folders, and files may be accessed on a lab using a shortcut found on the desktop:

access labs menu


From an external software package, to select a file within, you may navigated to the corresponding file path by opening the Student File Transfer shortcut on the desktop; then copy the file path of this directory for opening the files required for you assessment or project in other software:


access labs menu

 

You are required to clean up any files added to the labs upon completion; or back them up locally on their computers as EIT cannot guarantee they will remain on the lab for the next session.