ODeL Support

Support & Help
On this page


Live CHAT or Message

Frequently Asked Questions

Tutorials & Handouts

Hints for Solving Technical Difficulties


You are now on the Main ODeL Support page. 

Herein, you will find tools and information on how to contact the ODeL support team for assistance. Futher, this page includes links to tutorials Comets, FAQs, and Resources you may find helpful.

CHAT with ODeL Support via Live Chat, by sending a Message (Offline )

This feature has two components - Live and Offline feature.

To use it, navigate to the red call out sign on the lower right hand side of your screen. Click it and lodge your query.


  • The live chat feature is available during working hours (8:00am to 4:30pm) during week days.
  • The Offline feature is available after working hours and over the week ends.

Alternatively you can click on the button below

Frequently Asked Questions / How Do I ...

The ODeL FAQ page is the quickest way to solve the most common issues you may have. Please take a minute to read through the answers before contacting us. 

If you need to contact our technical support, please make sure to provide us with your registration email and the name of the course you want to take or are taking.

Our learners’ most frequently asked questions are available here: Frequently Asked Questions

If you have a question that is not included in this list, please email us or login then the form below to notify us.

Tutorials & Handouts

ODeL Portal Documentation

Our portal provides tutorials and instructions on ODeL-related tasks such as taking OR setting up a Quiz or creating an assignment. 

Faculty and staff are encouraged to review our Tutorials and Handouts page as well as our YouTube channel before submitting a ticket. It may be that your question has already been answered and detailed. If you’re still uncertain about something, please feel free to contact us.

Moodle the provider of the online portal, also provides helpful instructions and articles about its available tools for both instructors and students. You can review this content as well by visiting the links below.

Who should I contact for assistance? ODeL Support , ICT Support

Africa International University has two support department users can contact for assistance – the Information Communication Technology Department (ICTD) and ODeL Directorate. 

Both ODeL and ICT support the AIU community, but each department has their own specialists and focus.

The ODeL Support/Help Desk can assist with the following: 

  • e-Learning system support (including the mobile apps and Moodle LMS)
  • Big blue button support.
  • Administering course sites & exams (and associated tools such as Respondus LockDown Browser; Safe Examination Browser) 
  • Turnitin integration issues (turnitin support is available at the university Library)
  • Using various course authoring tools
  • LMS troubleshooting.

ICT Support/ Help Desk, meanwhile, can assist with the following: 

  • Login/password issues 
  • Network issues 
  • General computer-related issues/questions
  • Microsoft tools (Office 365, Teams, Stream)
  • Adobe tools 

If you’re still uncertain about who best can assist you, feel free to contact either department. You will be directed to the correct department if necessary

IMPORTANT: Some Suggestions for Solving Technical Difficulties Before You Call/Write For Help

Start by Determining the scope of the problem. 

This takes practice, but it will do no good to complain to your instructor if the problem is with your home computer or your Internet Service Provider.

Here are some ways to tell:

  1. If you can't get your computer to work at all or if your computer frequently freezes, but not at times that seem to have anything to do with each other, the problem is probably with your own hardware or Local Area Network. Whoever maintains that network or computer will have to find a solution. Your instructor or other technical contacts might be able to help.

  2. If your computer works, but you can't get online, are frequently bumped offline, or have access problems at a particular time of day, the problem is probably with your Internet Service Provider. Call the provider's technical help service. If they are non-responsive and your friends have better experiences, strongly consider switching providers.

  3. If you can get online, can visit other Internet sites, but can't get to the course site (or can't get the course site to display correctly), the problem could be many things, but may be a problem with the server that the course is on. Consult the instructor or the technical support staff at the college. They can help you determine if the server is down, if it can't be accessed from certain places, if you forgot a password, or if the problem lies elsewhere.

  4. Try these steps before asking for help:
  • Save any work if applicable and possible. 
  • Write down what programs were open and what you were doing when the error occurred. 
  • Write down the exact text of any error messages. 
  • Reload (also called "refresh") the web page. 
  • Restart the web browser. This may require that you reconnect with your Internet Service Provider. 
  • Restart (also called "reboot") the computer. 
  • Make a short list of the things you've tried and the specifications of your computer. 
  • Call (or email if you can) for help. 
  • Inform the instructor of problems or mistakes in the course site such as broken links. He or she can't fix the problems if no one lets him or her know the problems are there. 
  • Let your instructor know if technical difficulties will prevent you from completing work. He or she might be able to help you find a place to work, solve your problem, or extend a deadline. 
  • Don't be afraid to ask for technical help from a variety of sources, but be nice to the people who help.Their job is hard and you'll need them again. Don't blame them for the problems. 
  • Finally, accept that problems are going to occur. Computers are complex and complex things break in interesting ways. If you keep a level head and learn from the experience, you'll survive and be better prepared the next time problems occur.
  • Write down the solutions to problems you encounter. They'll probably come up again and you may not remember how you fixed them.
Learning to troubleshoot computers is a cumulative process.
Last modified: Wednesday, 18 October 2023, 4:51 PM