If sending an email through to the eLearning Helpdesk, please include your student ID number in the message or subjet line.

We may be unable to provide support if you do not provide details as to what exactly the issue is.

Please consider the following questions when you are having issues:

  1. Have you tested your internet browser? Is your internet browser up to date?

    1. https://www.whatismybrowser.com/

  2. Which site are you having issues with?

    1. Student Landing Page, Wisenet Student Portal, Pou Manawa Akoranga, etc.
  3. Are you using the correct username (your student number @ecnz.ac.nz, all lowercase)?

  4. Have you tried logging out and restarting your computer? We know this may seem silly, but it is often the easiest and most effective way to resolve an issue

  5. Please describe the issue in detail. Please indicate what you were doing (or trying to do) and what went wrong. Try to avoid vague comments such as "it didn't work” or "it failed”. Please be as specific as possible, but don't worry too much about technical terms if you are unsure

  6. Are you able to provide us with a screenshot of the problem occurring? (See http://www.take-a-screenshot.org to learn how to do this)

  7. How long has the issue been occurring?

  8. Have you changed any settings on your computer or installed any new software just before the problem started?

  9. Have you recently changed your email address and not notified Student Services? If you have more than one email address, are you using the correct email address to login with?

  10. Have you recently changed your password? Are you using the new password?

  11. Are you accessing the site from a different location/over a different network than normal?

  12. Please tell us about your computer setup, including your internet connection. An easy way to do this is to go to http://supportdetails.com and email the information that it tells you to us (note the site even lets you download this information as a PDF that you could send in by email). Make sure you tell us about the computer or device you were using at the time of the problem.

  13. Is your anti-virus software up to date? Have you run a virus scan to make sure that your computer is virus free?

    Last modified: Friday, 25 February 2022, 12:18 PM