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Contact Us

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The Digital Education Team (DET) can provide further help and assistance with the online learning tools described in this website.

Our contact details

We are available:

Information to include

To help us to help you more quickly, please include:

Screenshots of problems

Screenshots or photos of your device's entire screen showing issues and/or error messages help us understand your problem.

Help with screenshots

How you take screenshots varies depending on what device you're using (eg. a Windows PC differs from an iPhone). We've included links below for screenshotting on most common devices and operating systems.

Once you have your photographs and/or screenshots, attach them to the email that you send to us. Guidance on attaching files in GMail.

Usernames

For issues relating to a specific user (or numerous specific users) please include their usernames (eg. abc123) so we can find the correct account.

Help with finding Usernames

Usernames can be found in a number of places, including the People Database and Student Enquiry Screen. However, those two systems are locked down to only certain people, so we recommend using the University's Directory for finding usernames, as everyone has access to it.

Search for the user's name or email address (whichever you have) in the box at the top of the page. An entry will then show for them, which will include their username:

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YCode

For issues about a particular site on the Learn Ultra VLE, please include its "YCode" (unique ID code) so we can find the site you need help with.

Help with finding YCodes

If you're already in your Ultra site, the YCode is displayed above the name of your site in the top left of the screen

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To find a YCode in the Courses or Communities page:

  1. Go into either your Courses or Communities page (depending what type of site it is)
  2. Locate the site within the list, either manually or by using the search box at the top
  3. The site’s YCode is displayed above the site name in its entry in the list.

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Can you fix it yourself?

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You may be able to solve the issue yourself more quickly than we can.

Use one of our guides

If you're not sure how to do something using one of our tools:

  • explore our guide topics in the navigation menu
  • search for specific content with the search box (top right)
  • browse the Site index to see all guides listed by topic tags

Troubleshooting

Many general errors or issues with our systems (particularly Learn Ultra and Panopto) can be easily and quickly fixed by following standard troubleshooting steps yourself.

Help from other teams

Contact the relevant team for help with tools that we don't support.

System Suggestions

Have suggestions for changes on our systems? You can contact us or in some cases, contact the supplier directly.

Feature requests for the Learn VLE (vle.york.ac.uk) can be made and voted on via the Blackboard Anthology Idea Exchange, and anyone is welcome to sign up.