Technical support

Find the answer you’re looking for in our large database of FAQs. These questions have been taken from real English Campus users and answered by our expert technical team.

Courses (5)

How do I know which level is right for my students?

English Campus courses and activities are allocated levels. These range from Level 1 (Beginner) to Level 6 (Advanced). Some activities such as some Grammar Reference Units, are considered multi-level. To help you decide which level may be suitable for your… Read more »

Why is there a ‘C’ icon in a blue diamond next to some of the activity titles?

The blue diamond next to an activity title signifies that the activity is part of a course that is assigned to your class. This is useful for teachers because you can see if an activity is already part of a course… Read more »

How do I know if an activity is already present in a course?

There is a way to find out if an activity is already present in a course on your English Campus. First, bookmark the activity. Then go to ‘My Bookmarks’. Click the ‘Course’ icon of a folder for that activity. This… Read more »

If I accidentally delete a course, can it be restored?

If a course is accidentally deleted you cannot restore it yourself. Please Contact Us so that we can try to restore the course from our backup data. Please provide us with the following information to help us identify the course:… Read more »

Why can’t my students see their course when they log in?

If students are having trouble seeing their courses, there are several possibilities. As an administrator, please check the following: Course is assigned to the class Go to the Classes page. Find the relevant class, then maximize the row by clicking… Read more »

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English Campus tools and the dictionary (3)

I have received an announcement that my message inbox is full. What should I do?

This means that your inbox, which includes received and sent messages, has exceeded the allowed limit of 1000 messages. Please delete some messages to stay within the limit.

Why can’t I access Macmillan English Dictionary Online from my English Campus?

If you try to access Macmillan English Dictionary Online and you receive this error message… ‘HTTP Status 404 – /failed.html type Status report message /failed.html description The requested resource (/failed/html) is not available. You may wish to try the following:… Read more »

How can I use the Voice Record and Playback features in my English Campus?

To use the Voice Record and Playback (VRP) feature in Macmillan English Campus, permission must be given to the Adobe Flash Player to access the microphone. When you click the Record button for the first time, you may see an… Read more »

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My Files (3)

What file types can be uploaded to ‘My Files’?

You can upload any file type except potentially unsafe file extensions listed below. .ade .adp .bas .bat .chm .cmd .com .cpl .crt .exe .hlp .hta .inf .ins .isp .js .jse .lnk .mdb .mde .msc .msi .msp .mst .pcd .pif .reg… Read more »

How much can I upload to ‘My Files’?

The amount of content you can upload to ‘My Files’ depends on your role: Administrators are allowed a maximum of 200 megabytes storage. Teachers are allowed a maximum of 150 megabytes storage. Students are allowed a maximum of 50 megabytes… Read more »

Who can I “share” My Files with?

You can share files with users who are assigned to the same class as you. If you are not assigned to a class, you will not see the option to “share” a file. Students can share files with you, the… Read more »

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Problems logging in/being logged out (5)

How do I know when a user on my English Campus will be deleted?

When you create a user for the English Campus, you can set an end date for when that user is removed from the platform. This makes it easier for you to manage how many users you have on your platform… Read more »

What are the system requirements for Macmillan English Campus?

In order for the Macmillan English Campus to work effectively on your computer, please ensure the following system requirements are met: Component Required Pop-ups Allowed Operating system Windows >= XP Web browser Firefox >=3.5, Safari >=2.0, IE >=8, Chrome >=18… Read more »

Why can’t I log in to my English Campus?

Ensure that you are entering the correct User ID and Password.Ensure that your username hasn’t expired. Remember that the password field is case-sensitive; check your ‘Caps Lock’ key is switched off. Do not enter any extra spaces when you type… Read more »

Why am I getting logged out frequently and/or seeing an error message about ‘Cookies’?

If your English Campus sessions keep getting interrupted, there may be a few possible reasons why. These are listed below. If you are using a shared network, you will need to contact the network administrator or IT department. Possible causes:… Read more »

What happens if I leave my Macmillan English Campus session inactive?

You will stay logged in unless your institution has asked for your site to ‘time out’ after a set period of inactive time. ‘Inactivity’ here is defined as a period without keyboard input and without mouse movement or click. If… Read more »

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Problems viewing pages and resources in the English Campus (8)

Why can’t I/ my students see their test scores?

The test may have reached the set withdraw date: Once a test has reached the set withdraw date, you will no longer be able to see the students’ scores via the ‘Tests’ button on your Teacher homepage. To see the… Read more »

Why can I see a flashing ‘Marking’ button in the My Classes box?

If you see a ‘Marking’ button, it means your student(s) has/have completed a teacher-marked activity and you need to mark the activity before the student(s) can receive their scores. You can access the activity by clicking on the ‘Marking’ button…. Read more »

What are the system requirements for Macmillan English Campus?

In order for the Macmillan English Campus to work effectively on your computer, please ensure the following system requirements are met: Component Required Pop-ups Allowed Operating system Windows >= XP Web browser Firefox >=3.5, Safari >=2.0, IE >=8, Chrome >=18… Read more »

Why do the activities in my English Campus not display properly/not load at all?

1. Check that you have the required version of Flash Player installed on your computer (version 9 or above) by going to your English Campus login page and clicking on ‘Configuration check’. 2. Check your browser settings. Macmillan English Campus… Read more »

How can I check which version of Flash I have installed?

Go to your Macmillan English Campus login page and click on the ‘Configuration Check‘ link. The results will tell you the version of Flash you have and whether it is suitable for using the English Campus.

Why, when I log in to my English Campus, does the homepage not load?

This can happen if firewall or security software is blocking the Macmillan English Campus. Please add www.mec-3.com to the list of ‘safe sites’ on your institution’s firewall or security software. If this does not solve the problem, ensure that your… Read more »

Can I use my English Campus in more than one browser tab at the same time?

It is not possible to use Macmillan English Campus with several browser tabs, because this is how the platform handles secure sessions.

I am using Internet Explorer 9. Why do some pages in the English Campus not load?

If you are using Internet Explorer 9 and some pages of the English Campus load fine but not others, please try switching on Compatibility View in your browser. In the Address bar, click the Compatibility View button. This should correct… Read more »

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Scores and progress (11)

How do I see scores for tests that have passed their withdraw date?

Once a test has reached the set withdraw date, you will no longer be able to see the students’ scores via the ‘Tests’ button in your My Classes module on the Teacher homepage. To see the scores, you need to… Read more »

Why can’t I/ my students see their test scores?

The test may have reached the set withdraw date: Once a test has reached the set withdraw date, you will no longer be able to see the students’ scores via the ‘Tests’ button on your Teacher homepage. To see the… Read more »

My student has completed a Speaking/ Writing activity. Why can’t they see their scores?

Speaking and Writing Activities are teacher-marked activities and so students will only be able to see their scores once they have been marked by a teacher. Please note, if only an Administrator is assigned to the class, you will need… Read more »

How do I know which level is right for my students?

English Campus courses and activities are allocated levels. These range from Level 1 (Beginner) to Level 6 (Advanced). Some activities such as some Grammar Reference Units, are considered multi-level. To help you decide which level may be suitable for your… Read more »

Why can I see a flashing ‘Marking’ button in the My Classes box?

If you see a ‘Marking’ button, it means your student(s) has/have completed a teacher-marked activity and you need to mark the activity before the student(s) can receive their scores. You can access the activity by clicking on the ‘Marking’ button…. Read more »

Can I see how much time my students have spent on activities?

The Macmillan English Campus records the amount of time that a user spends completing or viewing activities. This data can be viewed in the following ways: 1. ‘Time spent on resources’ report (for administrators only) In this report you can… Read more »

How are scores archived when a class/course is deleted?

If a class or course is deleted, the students’ course scores can be archived. The administrator responsible for that class/course is given a choice on whether to archive assigned students’ scores. Once archived by the administrator, students can see their… Read more »

Why do course scores and practice scores only show ‘Viewed’ for some activities?

Some activity types will not show percentage scores in the Course scores and Practice scores area. They only show if the resource has been ‘Viewed’. They are: News items (if the News Item has been read only) Games Sample Essays… Read more »

Why are some correct answers being marked as incorrect?

If you have submitted (what you believe were) correct answers but they were marked as incorrect, please check: That you have not misspelt any words in your answer. Whether your answers should begin with a capital letter, e.g. if the… Read more »

How can I clear a student’s course and practice scores?

The best way to clear an ‘old’ user’s course or practice scores is to delete the user, and then recreate them.

My student has completed an activity. Why are their scores not saved in the Course scores area?

Firstly, make sure your student clicked ‘Submit’ when they finished their activity; otherwise the activity will not be counted as complete. If they have clicked ‘Submit’ and their scores are still not visible in the Studies area, this could be… Read more »

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Speed and freezing (4)

What are the system requirements for Macmillan English Campus?

In order for the Macmillan English Campus to work effectively on your computer, please ensure the following system requirements are met: Component Required Pop-ups Allowed Operating system Windows >= XP Web browser Firefox >=3.5, Safari >=2.0, IE >=8, Chrome >=18… Read more »

Can large numbers of users be logged in to the Macmillan English Campus at the same time?

Macmillan English Campus is designed so that many users can be logged in at the same time. How quickly the English Campus runs when many users are logged in at your institution is dependent on the internet connection and the… Read more »

Why is the English Campus running slowly?

If you find the English Campus is running slowly, this is likely to be because of the internet connection you are using. You should run a configuration check to see if your computer satisfies the minimum requirements for running Macmillan… Read more »

Why does my screen freeze when I am using the English Campus?

If you continually have problems accessing your English Campus or, when you do manage to log in, the pages freeze and you get logged out after a short while, please try the following: Use an alternative browser It is possible… Read more »

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Stats and Logs (3)

How do I know when a user on my English Campus will be deleted?

When you create a user for the English Campus, you can set an end date for when that user is removed from the platform. This makes it easier for you to manage how many users you have on your platform… Read more »

What do the ‘Current numbers’ mean in the Statistics & Logs area?

In the ‘Current numbers’ box, the following numbers are updated in real-time at the time of viewing: Number of users Number of classes Number of courses Number of users with no class Number of classes with no users Unassigned courses… Read more »

What is the difference between ‘Peak (per group)’ and ‘Peak (physical)’?

The per group values are the number of whole person units assigned to a group; these are the numbers that an administrator would see in the English Campus if the user list was filtered on one group. The physical values… Read more »

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Support and ideas for using the English Campus (4)

How can I stay updated about new content and training sessions?

Teachers and Administrators currently using the English Campus can register for exclusive emails about new content and training sessions. To register, please email help@macmillan.com, stating which institution you are from and that you would like to receive English Campus updates.

Is training available for Macmillan English Campus?

Yes. Free online training is available for all English Campus teachers and administrators. Email us to register for updates about training, stating which institution you are using the English Campus with and that you wish to receive English Campus updates. Training dates… Read more »

How do I know which level is right for my students?

English Campus courses and activities are allocated levels. These range from Level 1 (Beginner) to Level 6 (Advanced). Some activities such as some Grammar Reference Units, are considered multi-level. To help you decide which level may be suitable for your… Read more »

Are there any English Campus lesson plans or ideas available for implementing the English Campus?

Yes, you can find lesson plans and digital ideas in the Campus inspiration section of the Support Centre. We also hold regular training sessions to help offer ideas and ways in which you can use the English Campus. Please contact… Read more »

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Technical error messages (3)

What are the system requirements for Macmillan English Campus?

In order for the Macmillan English Campus to work effectively on your computer, please ensure the following system requirements are met: Component Required Pop-ups Allowed Operating system Windows >= XP Web browser Firefox >=3.5, Safari >=2.0, IE >=8, Chrome >=18… Read more »

What should I do if I receive the following technical error messages?

“id to load is required for loading”: This usually involves the use of checkboxes in lists. The error may be caused by the system remembering previously selected rows; when you subsequently click on an action button, the system is looking… Read more »

How do I verify that Flash is installed and enabled on my computer/browser?

Please click on the link below to verify that Flash is installed and enabled on your computer/browser: http://helpx.adobe.com/flash-player.html

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Users, classes and groups (9)

How do I remove a user from a class?

Administrators can remove users from classes in the User Management section of the English Campus. Details about how to do this are available in this guide.

How do I know when a user on my English Campus will be deleted?

When you create a user for the English Campus, you can set an end date for when that user is removed from the platform. This makes it easier for you to manage how many users you have on your platform… Read more »

If I create a user and delete it on the same day, will this user be counted in the Peak User statistics?

If you create a user and delete it the same day, it is not counted in the peak user statistics. There is a database process that runs at midnight GMT, which recalculates peak user statistics. So if you delete the… Read more »

What is Restricted Groups mode and how do I know if my school has restricted access?

Your institution can choose whether to run your English Campus in open groups mode or restricted groups mode. Open groups is the default setting where all data is visible to administrators across groups. If your English Campus site is running… Read more »

How do I create and update multiple users?

Administrators can upload multiple users at once using a CSV file. To do this, please first download a ‘Users CSV file template’ here. You can find further detail about uploading multiple users here.

How do I restore deleted users?

Only Superadministrators can restore deleted users and only student users can be restored. When users are deleted, their details are not completely removed from the database. Instead, deleted users are moved into the ‘Deleted Users’ area where they will remain… Read more »

I imported a user-CSV file and was shown the ‘Processing completed’ message. Why, when I go to the User Management list, can I not see the users?

Check the ‘group’ column of your CSV file. Are there any repeated values for any one user? (eg ‘GroupA::GroupA’). Remove the duplicate value. Then check the ‘class’ columm of your CSV file. Are there any repeated values for any one… Read more »

How can I create or update multiple classes?

Administrators can upload multiple classes at once using a CSV file. To do this, please first download a ‘Classes CSV file template’  here. You can download further detail about uploading multiple classes here.

Can my institution have its own logo on our English Campus?

It will have been decided in your Macmillan English Campus contract, if branding with your institution’s logo can be included on your site. If branding is included in your contract, supply us with a logo image for us to upload… Read more »

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