Faculty: Common Elentra Issues
These are some of the most common faculty issues encountered when using Elentra. Please review the information here to assist you. If you are stuck or have additional questions, please reach out to us at qhsit@queensu.ca
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I can't see any learners or I see the wrong learners when I'm reviewing assessment data.
- After you click My Learners, check that you are viewing the correct curriculum period and course/program.
- Confirm with your program administrator or curriculum coordinator that you are correctly listed in the course setup page (e.g., Director or Competency Committee member), or are set up as course/program group tutor.
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I can't open an assessment task that was sent to me by email.
- Try opening the link in a private or incognito browser.
- This is often the result of faculty having multiple Elentra accounts - one internal with an email provided when your Elentra account was created (e.g., queensu.ca), and one external that may have been created by a learner sending an assessment to another email (e.g., KHSC). If you are logged into Elentra and then open an email that was sent to an address NOT associated with your Elentra account, you will be blocked from opening it.
- If you have two accounts you can submit a request to qhsit@queensu.ca to have the accounts merged. Let us know which email you'd like Elentra to use to contact you going forward.
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A learner says they sent me a task but I don't see it in Elentra.
- This is often the result of learners sending tasks to a second external account that has been created for you by someone entering an email address not associated with your Elentra account (i.e., your Elentra account has a queensu.ca address and the learner sent a task to your KHSC email). If possible, confirm with the learner where they sent the task.
- To request a merge of duplicate accounts, please email qhsit@queensu.ca. Let us know which email you'd like Elentra to use to contact you going forward.
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I want to update my email address.
- If you would like to update the email address used in Elentra please send a request to qhsit@queensu.ca. Confirm for us the email currently in use in Elentra (find this through your user icon and My Profile tab) and what you'd like the new email address to be. Elentra can currently only send communications to one email.
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I need to set my PIN so I can complete assessments.
- Log into Elentra and click on your user icon in the top right. Go to My Profile, then the Account Information tab. On the righthand side of the page there is an "Assessor PIN" field. You can set or reset your PIN from there.
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I want to add an admin assistant so that someone can act on my behalf in Elentra.
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My Annual Report is missing teaching events.
- While there are times events are missing, please make sure to review all pages events automatically included in your report by using the pagination tool at the bottom of most sections. You can adjust the number of events shown on one page and then move through the pages.
