Hi Alicia,
Excuse me for jumping in into this issue.
I am a teacher and some of my students experience the same problems. As I live in The Netherlands we usually contact the support centre (in Poland :( )
I wonder why you all ask questions of which the answers are obvious:
(course number or name : legitimate question of course)
url: can it be something else than the regular e-learing site that you used all the time? = itacademy.microsoftelearning.com in IE (other browsers cannot be used to view the course)
these issues happen when you are in the middle of a course - if you're accessing the site for the first time you might think the access code was not working.
detailed reproduction of steps: you sign in - you click the button to access the site and it remains empty
What else can you do to access the course?
(next, if you click the "My transcript" link - sometimes the courses are listed, but they are not accessible - by the way the courses are not expired)
The supportpeople in Poland they even ask the PUID of the student and screenshots of the pages.
I really wonder if the solving of problems could not be speeded up; even students have limited time to complete their courses (for which they payed dearly) and this way valuable time is lost. It may take days before they get an answer and then again days before the issue is solved - if it is resolved.
I am a Microsoft professional (and fan) and appreciate your good work, but I am sorry to say that there are a lot of problems and bugs in IE and e-learning.
(Eg my labs won't load and then I am directed to a forum in stead of a helpdesk.
Why not create a working FAQ with known errors and their solutions - or - even better - online customer support by chat (it works terrific; Symantec delivers this service for their Norton customers).
Thank you for your time and patience - kind regards
Corry
Hi Corry-
Thanks for the feedback. Let me address some of your questions and that may help you see why I ask the questions I do.
Regarding URL: Learning has many different sites that is uses for customers to access the e-learning courses. The site that my team owns and supports is the
http://learning.microsoft.com site which is what we call the Learning Platform. As you can see, it's different from what you use (itacademy.microsoftelearning.com) so that is one reason why I ask that question. I ask it because I need to know what site you are trying to access e-learning from so I can either help you or at least point you to the team that supports the problem you are having.
Detailed reproduction of steps: In many cases (and if you look through the history of the forum) many customers have different problems or issues that they are having. Some have to do with the courses themselves, some have to do with the different sites, some have to do with signing in, etc. There are a number of issues that can occur and therefore, having steps to reproduce the probem allows me to try and do what the customer is doing to see if I have the same problem. If I can't reproduce the issue, we know we have a problem with an account or some other factor not related to the Learning Platform.
Not sure what you mean by this. If you can give me the feedback , I can determine action is needed here: (next, if you click the "My transcript" link - sometimes the courses are listed, but they are not accessible - by the way
the courses are not expired)
The PUID ID. Why that is important is because the support teams need to be able to look up the individual account of the user to see what the user has and so that we can effectively troubleshoot the issue at hand. Without that info, it's very hard to support someone unless it's a system wide issue.
Regarding speeding up and resolving issues, that's one thing this forum was intended for as well as one reason why we ask for the info we do when you are calling support or writing in forum. If you are having bad support experiences, you can email me at
learnmgr@microsoft.com to discuss them further and I can pass the info along to the appropriate team.
I can't help you directly with IE bugs. There are newsgroups that you can posts those issues to (let me know if you need links) and I can pass on info to the IE team for you if needed. We do have a pretty solid FAQ on the learning platform: See:
http://learning.microsoft.com/Manager/Help.aspx. The only problem....this is not the site you are using. I can pass this info along to the ITAcademy team for you though.
I'd be happy to discuss any other issues you may have on the forums or through email. You can reach me at
learnmgr@microsoft.com as noted before. I took a forum on because I thought it would be one way to help customers get the help they needed to resolve their issues. I will also say that I have found that in doing so, each user has a situation unique to themselves in many cases and it makes it a little more difficult to publish detailed FAQ.
Let me know if I can be of further assistance.
Alicia
Program Manager, Server and Tools Online Engineering Live Services Team
