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 LMS Support From LINGOs
Support for the LINGOs LMS is provided by a network of individuals beginning with internal support structures within our member organizations and extending all the way to the software engineers at Intralearn.
 
Below is the process for receiving help with LMS questions.
  1. A support request is initiated by an end user. Students may use the Virtual HelpDesk link provided at the portal level for self-service help. A web form is available if the user wishes to submit a support request to LINGOs.
  2. LINGOs will review the support request during each workday.  If the request is a technical LMS issue, LINGOs will respond to the user.  If it is an issue involving registration, content, etc., LINGOs will forward the request to the LINGOs member organization to resolve and follow-up with the user.
  3. If LINGOs cannot resolve technical issues reported regarding the LMS, LINGOs will forward the request to IntraLearn engineers for resolution and notify the user that the issue is being investigated.
  4. Once LINGOs has a resolution or additional information from IntraLearn engineers, LINGOs will pass that information along to the user.
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 FAQs
AnswerFilter
Expand/Collapse Category : Licenses/Passwords/Policy ‎(6)
How do I obtain a username and password for a new LMS Administrator?Use SHIFT+ENTER to open the menu (new window).
LEVEL 2 AGENCIES - The LINGOs Member Agency Key Contact should contact robb(at)lingos.org to request that any new LMS Administrator receive a username and password.
 
LEVEL 1 AGENCIES -  Robb Allen serves as the sole administrator for all agencies who are Level 1 members.  Each individual Level 1 Agency may have multiple registrars. These passwords are created by robb(at)lingos.org
Who do I contact if I have lost my Administrator-level Username and Password?Use SHIFT+ENTER to open the menu (new window).
LEVEL TWO - Contact robb(at)lingos.org if you have misplaced/forgotten your Administrator-level Username and/or password.
 
LEVEL ONE - Contact robb(at)lingos.org if you have misplaced/forgotten your Registrar-level Username and/or Password.
Who manages Student-Level Username/Passwords?Use SHIFT+ENTER to open the menu (new window).
LEVEL TWO Sub-Portal - The Agency LMS Administrator creates new students for their sub-portal and should be contacted if individual students have lost their username/password.
 
LEVEL ONE Sub-Portal - Lost Passwords are recovered via the automatic LMS Password recovery system.
What if a student wants to change his/her Username/Password?Use SHIFT+ENTER to open the menu (new window).
Students on Level One and Level Two sub-portals can change their passwords va their profile page.
What are the IntraLearn Usage Policy Guidelines?Use SHIFT+ENTER to open the menu (new window).
Guidelines which specify IntraLearn Policies related to bandwidth, Student number, etc. for the LMS can be accessed at:
http://ngolearning.org/aboutlingos/membership/default.aspx
 
LMS Administrators can also view the IntraLearn License Agreement for the LMS by clicking on the "Product Version" button on the System Management Page of the LMS.
Can a LINGOs Member Agency Customize its LMS Sub-Portal?Use SHIFT+ENTER to open the menu (new window).
Please see http://ngolearning.org/communities/lms/community/pages/Customization.aspx for information regarding customizations.
Expand/Collapse Category : Orientation (Beginners) ‎(4)
What LMS Administrator Orientation does LINGOs provide to new member agencies?Use SHIFT+ENTER to open the menu (new window).
When new member agencies join LINGOs, they are asked to identify an LMS Administrator (Level Two) or an LMS Registrar (Level One) who is responsible for the management of the agency's LMS account.  LINGOs provides a live on-line orientation training with instruction on the basic skills required for these positions.  
 
As part of this orientation, Level One Registrars and Level Two Administrator are provided with policy communications that includes guidance establishing user names.  They are also instructed about security in the LMS and proprietary elements of content.  Orientation generally lasts for 1-2  hours.
 
What if an agency has turnover? Does LINGOs provide orientation services for replacement staff?Use SHIFT+ENTER to open the menu (new window).
For agencies where the LMS Administrator responsibilities have changed hands, the key contact of the agency should e-mail Robb (robb (at) lingos.org) AND Member Support (membersupport (at) lingos.org) informing them of the change.  Robb will then send to the agency’s new LMS Administrator a link to a pre-recorded LMS Administrator onboarding session along with links to various resources for review.  After the recording and resources have been reviewed by the LMS Administrator, if there are still questions regarding administering the agency's sub-portal, the LMS Administrator should contact Robb to schedule further follow-up.
What resources exist for new students who are added to the LMS?Use SHIFT+ENTER to open the menu (new window).
LINGOs does not provide orientation services for new students added to the LMS.  There is a student manual available to users via the Virtual Help Desk button on the user portal (click the Documents button).  This manual is also available in the document library of the Home tab of the Learning Tools > IntraLearn LMS page of the LINGOs website.
 
Instructions on how to enroll and complete courses is the responsibility of the individual agency administrator and registrars.
What is the LMS Administrator Community of Practice?Use SHIFT+ENTER to open the menu (new window).
All agency LMS Administrators (Level 2) and LMS Registrars (Level 1) are REQUIRED to join the LMS Administrator Community.  This workspace includes the an e-mail list for the most recent information on the LMS, has an extensive body of knowledge, and includes access to a growing body of training resources.
Expand/Collapse Category : Support Documentation ‎(3)
What support documentation is available for Administrators through the IntraLearn company?Use SHIFT+ENTER to open the menu (new window).
There are currently 4 Administrative User manuals available from Intralearn for download:
  • SystemAdmin.pdf,
  • Instructor.pdf,
  • Order_Manager.pdf, and
  • Registrar.pdf.
 
These documents are currently posted on the LINGOs site in the LMS Administrator's Community Area (password required) and the LMS section of the Learning Tools Area (no password required.)   They also can be accessed via the "Help" button in LMS interface (viewable when logged in as an administrative user in the LMS.)

 
What support documentation for STUDENTS is available from IntraLearn?Use SHIFT+ENTER to open the menu (new window).
The IntraLearn Student Manual is available via the Virtual Help Desk.
What are the LINGOs video recordings?Use SHIFT+ENTER to open the menu (new window).
LINGOs provides job aids, which are available in the LMS Administrator Community Area of the LINGOs website (password required).
 
These Job Aids are generally in video recording formats. The recordings are targetted at member agency LMS Administrators and provide brief, targetted instructions on the completion of specific tasks within the LMS.
Expand/Collapse Category : Training (Intermediate and Advanced Users) ‎(2)
What additional Training is provided to LMS Administrators?Use SHIFT+ENTER to open the menu (new window).
Webinars are held throughout the year that address higher level Administrator skills that are not covered in the entry-level orientation events.
Is there asynchronous e-learning available for LMS Administrators?Use SHIFT+ENTER to open the menu (new window).
Recorded video training files are accessible via the LMS Administrators Community area. These video files provide short tutorials (2-5 minutes) on how to complete the most common operations conducted by LMS Administrators and Registrars.
Expand/Collapse Category : Troubleshooting - Help Desk ‎(2)
How do I contact LINGOs for troubleshooting support?Use SHIFT+ENTER to open the menu (new window).
LMS Administrators report problems to Robb Allen (robb(at)lingos.org) of LINGOs for support on LMS issues.
What troubleshooting resources exist for student-users of the lms??Use SHIFT+ENTER to open the menu (new window).
Students who have questions or encounter problems have two options for reporting issues with the LMS.
 
The first option available to students is Utilizing the "Virtual Help Desk" accessed via a link in the left hand nav bar of the Student's view of the LMS interface.

Clicking this link allows the student to view FAQs and manuals.  If a solution is not found, there is a link a form the student can complete indicating the issue at hand.  This form is e-mailed to LINGOs support.  Once received, LINGOs forwards the issue to the appropriate member organization (where applicable) or troubleshoots the issue if it relates to the functioning of the LMS.
Expand/Collapse Category : Usage Reporting ‎(1)
What is the LINGOs LMS Reporting Policy?Use SHIFT+ENTER to open the menu (new window).
LINGOs does not supply agency-specific LMS usage reports. The member agency LMS Administrators are responsible for producing their reports.
 
LINGOs DOES provide training on how LMS Administrators can create the standard reports available via the LMS' stock functionality.