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Indiana Wesleyan University Support Knowledge Base

Chalk and Wire / ePortfolio FAQ

Most Chalk & Wire / ePortfolio tickets can be resolved by providing responses from this FAQ to the customer and including any attachments where appropriate.

Students in this system are referred to as candidates.

Frequently Asked Questions about Chalk and Wire / ePortfolio

Questions

Can't find class profile form
Your classroom profile goes under the “Action Research Report” in the Professional section of your portfolio.
Can't find submit button or other menus/elements are missing

90% of these types of ePortfolio struggles where your screen does not match what is in the Candidate Guide are due to out-of-date browsers or up-to-date browsers with add-ons or plug-ins which conflict with the ePortfolio Java Scripts. This version of the ePortfolio REQUIRES either IE version 10 or greater or Fire Fox version 10 or greater. IE 10 also requires Windows 7, so I have been recommending Fire Fox 10 since it will work on Windows XP and later versions of windows.

If you are using this version of either of these browsers, you may need to refresh the Java Scripts of the page giving you troubles. To do this, Right click in the margin of the page (just to the left of the text and before the edge of the window.) from the Right-click menu, select Refresh or Reload. This should force the JavaScript update from the server.

If you are not using version 10 of one of these browsers, the fastest way to fix these types of anomalies is to install the newest version of Fire Fox without additional add ons. You can download and install it for free here:

http://www.mozilla.org/en-US/firefox/new/

Use this browser along with the Candidate Guide (attached) to work in your ePortfolio.

eP4 Candidate Guidebook-1-5-12.pdf

Did my submission go through?

The best way to keep track of your submissions is to use your My Results list. Here is a link to instructions for it:

http://chalkandwire.mindtouch.us/005Work/My_Results

Once you are looking at your "My Results" page, you can choose to see all the results in the upper left corner, sort by any of the columns by clicking on the column header or search for a specific submission using the search window on the right side.

You may need to resubmit it if you do not see the specific one you are looking for (if you click on each one and select Work from the pop up menu, you can see what was submitted).  Also, you can tell it has not been assessed if there is no score in the right-most column.

If you see a lot of redundant submissions, these can clutter the submission list, so I recommend withdrawing the unassessed duplicates by using the steps outlined here:

http://chalkandwire.mindtouch.us/005...w_a_Submission

Please let us know if we can be of further assistance.

Don't know how to submit or share

It is critical that you know what browser version you are using as the ePortfolio functions will not work correctly if you are using a browser less than version 9 for both Internet Explorer or Fire Fox.  You can find out the version by clicking the browser's help button and then selecting "About Internet Explorer" or "About Fire Fox" depending upon which browser you use.

Second, I need to make sure you have watched the ePortfolio Videos and/or read through the Candidate Guide.

These resources give you step-by-step instructions for Sharing and/or submitting your ePortfolio for viewing and/or assessment by your Instructor.

The link to the video tutorials are as follows (Copy the one you need and paste it into your browser):

Sharing (shared view):   http://www.screencast.com/t/hfp24Bog0

Submitting (submission for assessment):   http://www.screencast.com/t/Q1osD5kP7

I have also attached the Candidate Guide to this message. Sharing, Page 16 - Assessment submission, Page 17.

As you step through this Guide, please let me know the Page and Figure numbers which differ from what you are seeing. This will allow me to help fix whatever may be broken for you.

I look forward to your reply,

eP4 Candidate Guidebook-1-5-12.pdf

Error uploading a video

Several Candidates have recently had troubles uploading documents due to their Internet Browser being out of date. Please make sure you are using the most current version of your browser (IE must be at version 8 or newer and Fire Fox is now at version 16).  If you are still unable to upload your video after upgrading your browser, please try the following:

The attached MED Candidate Guidebook is a quick reference guide to everything ePortfolio and includes detailed screen shots of what you should see.

On Page 8 is a list of allowable artifact file types and file size limitations.  If your file-type is listed here by extension and it is within the size limit, then please let me know as we may have another issue I will need to research.  If it is not on this list or too large, please save your file/artifact into an acceptable format and size and try to upload it again.

If you need it, on Page 19 you will find the steps to submit an ePortfolio section for assessment. If you are receiving an error on any of the
pages, please let me know the page and figure number in the guide when the error comes up.  This will help me start researching in the right place.

I'll also need to know the video file type and size and the exact section of the ePortfolio you are trying to add it to.  The more information you can send, the better.

Thank you for helping me troubleshoot this for you,

eP4 MEd Candidate Guidebook-1-5-12.docx

Faculty Advisor lists and candidate submission withdraw links

To see all scores by Candidate, you will need to build and Advisor Group as outlined here:

http://chalkandwire.mindtouch.us/Advisor_Groups

To clear the incorrectly submitted assessments, each Candidate will need to withdraw the submissions. Please send them the following URL which will give them instructions for withdrawing these submissions:

http://chalkandwire.mindtouch.us/1Co...raw_Submission

Have a blessed week,

Having trouble logging in

Sorry to hear you're having troubles logging in.

The first thing to check before trying the following steps is to ensure you are using Fire Fox version 9.0 or later as your internet browser. (IE 9.0 can work as well, but it also requires Windows 7).

You can download and install Fire Fox for free here:

http://www.mozilla.org/en-US/firefox/new/

Try using Firefox for your Blackboard/ePortfolio work before proceeding to the next troubleshooting steps.

Your ePortfolio username and password have to match your Blackboard username and password exactly for Single-sign-on to work via the ePortfolio tab. If you or a support rep change your Blackboard password, this will not automatically change your ePortfolio password. To reset your ePortfolio password to match Blackboard, please take the following steps:

1. Log into your ePortfolio by going to http://www.chalkandwire.com/indwes
     a. Use your Blackboard username and your old Blackboard password**

**NOTE: If you can't log in to this page, you can use the "Forgot your Password" link on the above hyperlink page to get a new password e-mailed to you.

2. Once you are logged into your ePortfolio, use the menu at the top right where your name is. This will drop down and allow you to change your password. Change it to match your Blackboard password and then log out using the same menu.

3. Next, log out and then back into Blackboard and try the ePortfolio tab again.  If the tab still gives you a False sign on error, please let me know by replying to this e-mail.

Please let me know if you are still having troubles and send me details about any screens which you have that are different than what you see in the Candidate Guide.

Thank you for helping me troubleshoot this for you,

Having trouble sharing portfolio

90% of these types of ePortfolio struggles where your screen does not match what is in the Candidate Guide are due to out-of-date browsers or up-to-date browsers with add-ons or plug-ins which conflict with the ePortfolio Java Scripts.This version of the ePortfolio REQUIRES either IE version 9 or greater or Fire Fox version 9 or greater. IE 9 also requires Windows 7, so I have been recommending Fire Fox 9 since it will work on Windows XP and later versions of windows.

The fastest way to fix these types of anomalies is as follows:

With your current browser open to the screen giving you troubles, press your F5 button. If using a laptop with an external keyboard, use the F5 button on the laptop.  You may need to press it up to three times to clear the Java cache in your browser and see the right screen with no error.

If this does not resolve the error message for you,  install the newest version of Fire Fox without additional add ons. You can download and install it for free here:

http://www.mozilla.org/en-US/firefox/new/

Use this browser to attempt to share along with the steps in the Candidate Guide (Make sure you are using the most current Candidate Guide by downloading it from the News section of your ePortfolio Dashboard). Please let me know if you are still unable to do so and send me details about any screens which you have that are different than what you see in the Candidate Guide.

Thank you for helping me troubleshoot this for you,

How to delete artifacts

Deleting/removing artifacts and content requires two steps.

First, you need to remove it from use in the ePortfolio sections.
Second, you can then delete it from your ePortfolio Library.

Here are documents of how to do that:

ePortfolio section artifact removal: http://chalkandwire.mindtouch.us/1Co...diting_Content

Artifact deletion from Library: http://chalkandwire.mindtouch.us/Art...lete_Artifacts

Please let me know if these steps will not work for you.

How to withdraw unassessed duplicate submissions

Here is a link to the steps to withdraw any pending submissions so long as they have not been assessed:

http://chalkandwire.mindtouch.us/1Co...raw_Submission

Logging in takes them back to the login screen

Sorry to hear your having troubles logging in.

The first thing to check before trying the following steps is to ensure you are using Fire Fox version 9.0 as your internet browser. (IE 9.0 can work as well, but it also requires Windows 7).

You can download and install Fire Fox for free here:

http://www.mozilla.org/en-US/firefox/new/

Try using Firefox for your Blackboard/ePortfolio work before proceeding to the next troubleshooting steps please. I have noticed that every now and then it will cycle to the log in again, but just click on the ePortfolio tab a second time and it will launch correctly.

Your ePortfolio username and password have to match your Blackboard username and password exactly for Single-sign-on to work via the ePortfolio tab. If you or a support rep change your Blackboard password, this will not automatically change your ePortfolio password. To reset your ePortfolio password to match Blackboard, please take the following steps. NOTE: You may have to do this from home if the school will not allow you to access the following website.

Log into your ePortfolio by going to http://www.chalkandwire.com/indwes
Use your Blackboard username and your old Blackboard password

NOTE: If you can't log in to this page, you can use the "Forgot your Password" link on the above hyperlink page to get your password e-mailed to you.

NOTE 2: If your screen only shows a yellow bar which offers you a link to a Guide and states that things might look differently, please use the steps at the end of this message to fix this.

Once you are logged into your ePortfolio, use the menu at the top right where your name is. This will drop down and allow you to change your password.

Change it to match your Blackboard password and then log out using the same menu.

    Next, log out and then back into Blackboard and try the ePortfolio tab again.  If the tab still gives you a False sign on error, please let me know by replying to this e-mail.

 

Troubleshooting the Yellow Info bar issue as well as screens which do not match what is in the Candidate Guide:

The fastest way to fix these types of anomalies is as follows:

With your current browser open to the screen giving you troubles, press your F5 button. If using a laptop with an external keyboard, use the F5 button on the laptop.  You may need to press it up to three times to clear the Java cache in your browser and see the right screen with no error.

If this does not resolve the error message for you,  make sure you installed the Fire Fox browser mentioned above.

Use this browser along with the Candidate Guide (Make sure you are using the most current Candidate Guide by downloading it from the News section of your ePortfolio Dashboard) to work in your ePortfolio.  Please let me know if you are still having troubles and send me details about any screens which you have that are different than what you see in the Candidate Guide.

Thank you for helping me troubleshoot this for you,

Password reset to Vacation and steps to reset it

I have reset your ePortfolio password to the word: Vacation

Please use it and the following instructions:

To reset your ePortfolio password to match Blackboard, please take the following steps:

1. Log into your ePortfolio by going to http://www.chalkandwire.com/indwes
     a. Use your Blackboard username and the password I just gave you

**NOTE: In the future if you can't log in to this page, you can use the "Forgot your Password" link on the above hyperlink page to get a new password e-mailed to you.

2. Once you are logged into your ePortfolio, use the menu at the top right where your name is. This will drop down and allow you to change your password. Change it to match your Blackboard password and then log out using the same menu.

3. Next, log out and then back into Blackboard and try the ePortfolio tab again.  If the tab still gives you a False sign on error, please let me know by replying to this e-mail.

Please let me know if you are still having troubles and send me details about any screens which you have that are different than what you see in the Candidate Guide.

Thank you for helping me troubleshoot this for you,

Peer coach not receiving assessment notifications

***Please collect the Peer Coach name and e-mail address, what was submitted and when it was submitted before routing these tickets***

There are several things that can happen when it comes to Peer Coach notifications. Please send me their correct e-mail address and I'll check it against the global list.

On our end, we could have the e-mail address wrong in the system or you could have them in your local ePortfolio contacts instead of it being in the global ePortfolio contact list. It could also be an issue in the way you are trying to submit to them.

On their end, it could be being blocked at the mail server level so they never see it, it could be blocked at their local level or sent to their junk mail folder automatically or they may not realize it will come from eP3@chalkandwire.com and not your e-mail address.

I highly recommend the following steps:

1. Ensure your Peer Coach is using version 9 of either Internet Explorer or Fire Fox.
2. Reply to this ticket with your Peer Coach's name and e-mail address.
3. Use the attached document to clear your Peer Coach from your local ePortfolio contacts.
4. Check your steps against the Candidate Guide (Download it from the News section of your ePortfolio Dashboard).
5. Download the Peer Coach Guide (also from the Dashboard News section) and send it to your Peer Coach. It will walk them through steps they can take to work around the e-mail issues.

Please let me know when these steps are complete and/or if you receive any errors as you or your Peer Coach walk through these steps.

Deleting a Peer Coach from local contacts.pdf

Portfolio download taking too long with escalation to Chalk and Wire

I need to have you log a ticket with our Vendor (Chalk and Wire). They can check the technical bits inside the application for you.

Before you do that however, I just want to make sure of a couple things:

You are using version 9 or greater of either Internet Explorer or  Fire Fox (earlier versions are known not to work)
You have given it enough time based on your ePortfolio size and connection speed.
When you use the Download button to zip up your ePortfolio, it must compress all of the images and artifacts and then all of the web elements too.  You are essentially creating an entire website and placing it on your harddrive.  This can take a long time depending upon the number of artifacts and the size of them balanced with your download connection speed.

  
If this does not resolve the issue for you, please log a ticket with the Vendor as follows:

Use the red and white buoy icon at the top center of your ePortfolio Dashboard. When you click on it, it will expand to two buttons.
Use the speech bubble icon with the question mark
Fill in the required information and submit it.

This will open a ticket directly with our vendor for troubleshooting for you.

Thank you for the question,

Steps to Escalate to Chalk and Wire

I need to have you log a ticket with our Vendor. They can check the technical bits inside the application for you.

Before you do that however, I just want to make sure of a couple things:

    You are using version 9 or greater of either Internet Explorer or  Fire Fox (earlier versions are known not to work)
  
    If this does not resolve the issue for you, log a ticket with the Vendor as follows:
        Use the red and white buoy icon at the top center of your ePortfolio Dashboard. When you click on it, it will expand to two buttons. Use the speech bubble icon with the question mark.
        Fill in the required information and submit it.
        This will open a ticket directly with our vendor for troubleshooting for you.

Thank you for the question. Sorry I couldn't replicate it and find the fix for you.

Text formatting issues in a text block

Most of the time this type of thing occurs due to Cutting and Pasting text from Word or another formatted -text editor.

See the Candidate Guide, bottom of Page 12 in the red text box and the Bottom of Page 25 regarding the "extra formatting" this causes. The Candidate Guide can be downloaded from the News Section of your ePortfolio Dashboard.

Sometimes you can go into the HTML view, Page 25, and delete everything, Save the Text Block as empty and then log out and back into your ePortfolio, press F5 on your keyboard for a refresh and things will work again.

Please always use a Plain text editor such as Notepad or TextEdit as outlined in the Candidate Guide or simply type and format your text directly into the text block without cutting and pasting from Word or other "pre-formatted" text (websites, document blurbs, etc.)

Yellow "Things look different" bar is all that is displayed

If your screen only shows a yellow bar which offers you a link to a Guide and states that things might look differently, please use the following steps:

90% of these types of ePortfolio struggles where your screen does not match what is in the Candidate Guide are due to out-of-date browsers or up-to-date browsers with add-ons or plug-ins which conflict with the ePortfolio Java Scripts. This version of the ePortfolio REQUIRES either IE version 9 or greater or Fire Fox version 9 or greater. IE 9 also requires Windows 7, so I have been recommending Fire Fox 9 since it will work on Windows XP and later versions of windows.

The fastest way to fix these types of anomalies is as follows:

With your current browser open to the screen giving you troubles, press your F5 button. If using a laptop with an external keyboard, use the F5 button on the laptop.  You may need to press it up to three times to clear the Java cache in your browser and see the right screen with no error.

If this does not resolve the error message for you,  install the newest version of Fire Fox without additional add ons. You can download and install it for free here:

http://www.mozilla.org/en-US/firefox/new/

Use this browser along with the Candidate Guide (Make sure you are using the most current Candidate Guide by downloading it from the News section of your ePortfolio Dashboard) to work in your ePortfolio.

ePortfolio Tab Log-in Issues

The first thing to check before trying the following steps is to ensure you are using Fire Fox version 9.0 as your internet browser. (IE 9.0 can work as well, but it also requires Windows 7).

You can download and install Fire Fox for free here:

http://www.mozilla.org/en-US/firefox/new/

Try using Firefox for your Blackboard/ePortfolio work before proceeding to the next troubleshooting steps.

Your ePortfolio username and password have to match your Blackboard username and password exactly for Single-sign-on to work via the ePortfolio tab. If you or a support rep change your Blackboard password, this will not automatically change your ePortfolio password. To reset your ePortfolio password to match Blackboard, please take the following steps:

1. Log into your ePortfolio by going to www.chalkandwire.com/indwes
     a. Use your Blackboard username and your old Blackboard password**

**NOTE: If you can't log in to this page, you can use the "Forgot your Password" link on the above hyperlink page to get a new password e-mailed to you.

2. Once you are logged into your ePortfolio, use the menu at the top right where your name is. This will drop down and allow you to change your password. Change it to match your Blackboard password and then log out using the same menu.

3. Next, log out and then back into Blackboard and try the ePortfolio tab again.  If the tab still gives you a False sign on error, please escalate a ticket at support@indwes.edu

How to Delete Artifacts from the ePortfolio
Deleting/removing artifacts and content requires two steps.

First, you need to remove it from use in the ePortfolio sections.
Second, you can then delete it from your ePortfolio Library.

Here are documents of how to do that:

ePortfolio section artifact removal: http://chalkandwire.mindtouch.us/1Co...diting_Content

Artifact deletion from Library: http://chalkandwire.mindtouch.us/Art...lete_Artifacts
Missing Page Elements (submit button, menus, section, etc.)

90% of these types of ePortfolio struggles where your screen does not match what is in the Candidate Guide/videos are due to out-of-date browsers or up-to-date browsers with add-ons or plug-ins which conflict with the ePortfolio Java Scripts. This version of the ePortfolio REQUIRES either IE version 9 or greater or Fire Fox version 9 or greater. IE 9 also requires Windows 7, so we recommend Fire Fox 9 since it will work on Windows XP and later versions of windows.

To install the newest version of Fire Fox without additional add-ons. You can download and install it for free here:

http://www.mozilla.org/en-US/firefox/new/

If you have upgraded and are still missing elements, right-click in the margin of the page (just to the left of the text and before the edge of the window). Select Refresh or Reload. This should force the JavaScript update from the server.

Use this browser along with the Candidate Guide (Make sure you are using the most current Candidate Guide by downloading it from the News section of your ePortfolio Dashboard) to work in your ePortfolio.

PEER COACH ISSUE - MISSING NOTIFICATIONS
There are several things that can get in the way of Peer Coach notifications.

On your end, you could have the e-mail address wrong in the system or you could have them in your local ePortfolio contacts instead of it being in the global ePortfolio contact list. It could also be an issue in the way you are trying to submit to them.

On your Peer Coach's end, it could be being blocked at the mail server level so they never see it, it could be blocked at their local level or sent to their junk mail folder automatically or they may not realize it will come from eP3@chalkandwire.com and not your e-mail address.

I highly recommend the following steps:

1. Ensure your Peer Coach is using version 9 of either Internet Explorer or Fire Fox.
2. Check your steps against the Candidate Guide (Download it from the News section of your ePortfolio Dashboard).
3. Download the Peer Coach Guide (also from the Dashboard News section) and send it to your Peer Coach. It will walk them through steps they can take to work around the e-mail issues.
4. If still not working, use the attached document to clear your Peer Coach from your local ePortfolio contacts.
5. Send an e-mail to support@indwes.edu with your Peer Coach's name and e-mail address so ePortfolio support can check it against the Global Guest Assessors list.
Text Formatting Issues in a Text Block
Most of the time this type of thing occurs due to Cutting and Pasting text from Word or another formatted -text editor.

See the Candidate Guide, bottom of Page 12 in the red text box and the Bottom of Page 25 regarding the "extra formatting" this causes. The Candidate Guide can be downloaded from the News Section of your ePortfolio Dashboard.

Sometimes you can go into the HTML view, Page 25, and delete everything, Save the Text Block as empty and then log out and back into your ePortfolio, press F5 on your keyboard for a refresh and things will work again.

If these steps do not work, please reply to this message as I may need to escalate it to our vendor to fix for you.

Please always use a Plain text editor such as Notepad or TextEdit as outlined in the Candidate Guide or simply type and format your text directly into the text block without cutting and pasting from Word or other "pre-formatted" text (websites, document blurbs, etc.)
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