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Technical Support

ACU provides an email and telephone support service for students and staff through its educational technology partner, Androgogic.

Please take the time to read through our Frequently Asked Questions below as you may find the answer you are looking for there.

The Support Desk operating times are:

For Support Desk enquiries please contact us via:

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Please expand on your query giving as much detail as possible, in particular web addresses, unit numbers and any actions you may have taken before a problem occurred

FAQs (Frequently Asked Questions)

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I cannot log into LEO

I can log into LEO ok, but I can't see my units

I can't see any of my previous units

My previous units are not archived

I cannot open NanoGong because it is blocked by Java Security Settings

I can't see the Navigation block so I cannot access my units

I cannot access EQUELLA links in LEO

My Lecturer Cannot Access Files on My ePortfolio

I cannot access my ACU email

I resubmitted my Turnitin assignment and now there's no Originality Report

I need to download a Digital Receipt of my Turnitin Submission

I can't open a PDF document on my iPad

How can I test access to Adobe Connect

I can't see any content in topic(s) X, Y, Z in one of my units

I cannot log into LEO:

ACU uses Single Sign-On for all passwords and therefore none are stored in LEO so we are unable to change them for you. To change your password please use the ACU Self Service Reset Password Management (see below).

SSRPM
If you are still experiencing issues after that please contact one of the following:

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I can log into LEO ok, but I can't see my units:

In general, you shouldn't need to take any action regarding enrolments in LEO - they should all be populated for you automatically over time. This is a 2-stage process though - enrolments come through from the student systems into LEO and you are 'enrolled' in a unit, but then the lecturer has to release that unit to students, which they can decide to do at any time up to the start of the unit (though most have chosen to make the units available one week before the start date).

Please use the Check unit availability link to find out the scheduled release date of your unit (see below).

Check Unit Availability
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I can't see any of my previous units:

Please note that units from previous semesters can now be found via the 'My archived units' link in the Navigation Block above 'My units' (see below).

Note: the archive date is set to the end date for the semester of that unit + 2 weeks.

Archived Units
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My previous units are not archived:

The decision to archive units is at you lecturer's discretion and therefore we are not authorised to do so without their approval.

Please contact your lecturer and request that they archive the unit in question for you or, if they are unable to, we can do so on their behalf with their authorisation.

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I cannot open NanoGong because it is blocked by Java Security Settings:

The default Java security settings will block NanoGong without prompting to allow it, to fix this issue you simply need to change the Java Security settings from 'High' to 'Medium':

Mac OS X:

Open System Preferences then select 'Java'

Configure Java Mac OS X

Windows 7:

Open the Start Menu then type "java" and select 'Configure Java'

Configure Java Windows 7

Windows 8:

Swipe in from the right edge of the screen, and then tap 'Search' (If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, and then click 'Search'), then type "java" and select 'Configure Java'

Configure Java Windows 8

Select the 'Security' tab in the Java Control Panel, then move the slider down to 'Medium', then select 'Apply', then 'OK'

Java Control Panel

Close your browser (Quit your browser on Mac OS X closing is not enough for new settings to apply), now reopen the NanoGong activity and when the Java Security warning prompts you, check the 'I accept the risk and want to run this application' checkbox and then select 'Run'

Allow Java Application
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I can't see the Navigation block so I cannot access my units:

You will find the block 'docked' on the left hand side of the page, running sideways. To fix it simply hover your mouse over the word, ie: Navigation, then click the right arrow icon (">" see below). This will undock the block and put it back on the side of your page.

Docked Navigation Block
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I cannot access EQUELLA links in LEO:

This occurs when the connection between LEO and EQUELLA expires, so to resolve this you need to start a new session by logging out of LEO and completely closing your browser (Mac users need to 'Quit' their browser as just closing it will not end the expired session).

Now simply reopen your browser and navigate back to the content package.

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My Lecturer Cannot Access Files on My ePortfolio:

This means that you have uploaded the files incorrectly, but I will outline the steps for you. You will need to follow the steps exactly.

Unfortunately you will have to make the page again because once it has been uploaded to LEO it cant be edited, but here is how you do it.

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I cannot access my ACU email:

ACU Student Email Upgrade to Office 365 – important new web address: http://outlook.com/myacu.edu.au

For more information visit the FAQ page.

Still experiencing problems: contact IT Support in the Library or the Student Centre located closest to you.

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I resubmitted my Turnitin assignment and now there's no Originality Report:

For most assignments (file upload or text submission) that are submitted to the Turnitin server (external to LEO), the similarity report is generated quite quickly (e.g. approximately 10-15 minutes).

If you choose to make a second submission, it usually takes at least 24 hours for the similarity report to be generated. This is the standard Turnitin process.

After 24 hours, navigate to your Submission Inbox tab and click on 'Refresh Submissions' to see if the report has been generated.

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I need to download a Digital Receipt of my Turnitin Submission:

Open your Turnitin Submission and click the printer icon, then select "Download PDF of digital receipt for printing" (see below).

Turnitin Digital Receipt
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I can't open a PDF document on my iPad:

Embedded PDF files or PDF links in LEO causes them to appear as non-scrollable images on an iPad. This can be avoided by setting these documents and links to 'Open in new window' on creation or after creation by editing the links in the unit.

The LEO support desk runs a process to force set links to open in new window from time to time, but these are done as one-off events and do not always capture all cases. An editing lecturer in a unit can also manually edit any problematic link and change this setting. If after making this change there is still trouble with any links/documents in your unit please send us the web addresses to the offending items and we can take a look at their settings.

If you are using Safari whilst experiencing this issue you can try Dolphin browser which can be downloaded for free from the App Store and is much more reliable with opening embedded PDF files on the LEO site.

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How can I test access to Adobe Connect:

Use this link to test your Adobe Connect access.

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I can't see any content in topic(s) X, Y, Z in one of my units:

Lecturers can create and add content topics which they can see, but which are still hidden from students (the open/closed eye setting). Sometimes this is so they can release the content when it is ready, and at other times it is inadvertent. If you can't see content that your lecturer thinks you should be able to see, check with them that they have made that content visible to you.

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