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    • Student FAQ Knowledge Base

       

      Click on any question below to see the answer.

      Login & Access

      1. I can't sign in, what do I do?
      Login uses your KCA University Google account, not a separate LMS password. If Google sign-in itself fails, contact ICT Support. If sign-in works but you see no courses, check on your student portal if you have registered for courses well, proceed to ICT Support if it persists..
      2. I'm signed in but my dashboard is empty.
      This usually means an enrolment issue. Contact ICT Support with your Student Admission Number.

      Live Classes & Zoom

      3. I missed the attendance register, what happens?
      Reach out to your lecturer or class representative for guidance.
      4. Zoom won't launch.
      Confirm Zoom is installed and updated, try joining from Chrome directly, and check your connection. If it still fails, contact elearning@kcau.ac.ke.

      Assignments & Submission

      5. My file won't upload, or it's too large.
      Check the maximum file size and file count shown above the upload area on that specific assignment, they vary by assignment.
      6. I submitted the wrong file.
      Reach out to your lecturer to bring your submission back to draft and then resubmit the right file.
      7. Can I get an extension?
      Contact your respective lecturer before the deadline, with supporting documentation.

      Exams & Proctoring

      8. Safe Exam Browser won't install.
      Reach out to elearning@kcau.ac.ke
      9. My camera isn't detected during the exam.
      Contact elearning@kcau.ac.ke immediately with a screenshot, your Student Admission Number, and the time it happened.
      10. I don't have my exam card.
      Download it from the Student Portal at least 3 days before exams. Without it, you cannot access the Moodle exam room.

      Grades

      11. Why can't I see my grade yet?
      Grading istn't complete. Once moderation happens, you will be able to see your results, if it persists after the begining of the next trimester, reach out to your exam co-rdinator.
      12. How do I dispute a grade?
      Contact your exam co-ordinator, if you are not sure who your exam co-rdinator is, find out at your school.

      Portal & Finance

      13. My fee balance looks wrong.
      Contact billing@kcau.ac.ke with your Student Admission Number and a screenshot.
      14. I can't register for a unit.
      Contact registrar@kcau.ac.ke or finance at billing@kcau.ac.ke

      Library

      15. MyLoft login isn't working.
      Visit the university library for support.
      16. I can't find a specific book.
      Use the "Ask a Librarian" chat feature on the library website.

      Accessibility

      17. How do I request accommodations?
      Complete the Disability Disclosure & Request Form on the Student Portal, or contact registrar@kcau.ac.ke.
       
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