Help for known issues
You should be able to complete all necessary tasks on eStudent without a problem, however occasionally issues may impact enrolment in units or registering in classes.
Below are the current roadblocks you might encounter in eStudent and our recommended steps to get around them. Many you can fix yourself, but if not, please follow the actions listed so we can help you further.
If you encounter a system issue on eStudent not listed below, submit an enquiry through the Service Connect Portal with a description of the issue and, if possible, a screenshot of the error. We are prioritising these enquiries to accelerate your enrolment.
If we ask you to submit an enquiry through the Service Connect Portal for help and you receive an automated response from our new Service Connect Enquiry Bot, please use the link provided in the email generated by the Bot to reopen your enquiry so we can assist you further.
Issue | Details | Current Fix |
|---|---|---|
Cannot proceed past submitting my USI |
| Chat to Service Connect explaining that you have been unable to successfully submit the USI form.
|
Issue | Details | Current Fix |
|---|---|---|
Requisite errors | Requisite information not correctly recognising if you do/do not meet requisites. | You should only enrol into units you meet the requisites for. Check the requisites for your unit in the Course Handbook before deciding if you should enrol into it.
If you think you meet the requisites for a unit but eStudent will not allow you to enrol, request a pre-requisite waiver through the Special Approval (Waiver) form on the Service Connect Portal to be considered for enrolment. |
Cannot remove a unit from your course in ‘Manage My Course' | In the ‘Manage My Course’ screen, you are unable to remove units that are not currently offered or no longer offered when trying to change to a different (offered) unit. This includes changing from pre-2020 unit codes (eg. ANTH105) to current unit codes. | Chat to Service Connect about the unit codes you are trying to remove from Manage My Course and, if relevant, the unit you are trying to enrol into instead. If you are not sure what units you need to study, please review the Course Guidance Tool on the Service Connect Portal for help. |
Unable to plan Free Choice units for enrolment | You are studying 2020 double degree and are unable to plan units in your Free Choice unit option set. | Chat to Service Connect about the unit/s you are trying to enrol into. |
Error message ‘System error with CiH…’ | When attempting to enrol, you encounter an error message "System error with CiH. There was an error serializing the security token. Please see inner exception for more details’" | This issue is mostly resolved or a temporary issue only. If you are still seeing this message on eStudent, try refreshing the webpage. If you see this issue on a mobile device, try enrolling on a computer instead. Chat to Service Connect about the unit/s you are trying to enrol into and the error message you receive. |
‘$GOVT_LOAN_SCHM’ error message | You encounter a ‘$GOVT_LOAN_SCHM’ message when trying to enrol. | This is usually a temporary error that should not prevent you from enrolling. Refresh the page and try again to enrol. Try enrolling in just one unit at a time. You may also want to log out and back into eStudent. Chat to Service Connect about the unit/s you are trying to enrol into and the error message you receive. |
No study period or year for an enrolled unit | When you find that you have successfully enrolled into a unit but the enrolment is either not for a specific study period, or not for a 2023 study period. | Please withdraw from the unit, and enrol into the unit again. If you are unable to withdraw from the unit, or if you still cannot enrol into a study period, chat to Service Connect with details of the error and the relevant unit/s. |
| Unable to see the correct admitted course or major | After changing your course or changing a major/specialisation, you cannot see this change on your 'Manage my Course' screen and are only able to view your withdrawn course or original major/specialisation. | Clear your browser's cookies and cache, or try accessing eStudent with a different browser |
Issue | Details | Current Fix |
|---|---|---|
Error message: ‘Error executing database command’ | If you encounter this error message when trying to register for classes. | Submit an AskMQ enquiry with details of the unit/s and classes you are trying to register for and the error you are receiving. |
Registered in multiple classes | When registering for classes, you may be registered in two options for the same class (tutorial/lecture etc) when only one class is required. | Submit an AskMQ enquiry with details of the unit/s and classes you are trying to register for and the issue you are encountering. |
eStudent displays no classes for my unit | When registering for classes, no classes appear for the unit | Most often this is because you have chosen an enrolment mode that does not require class registration, most often ‘Online-Flexible.’ Find information about different enrolment modes here: Choosing Units. To check the enrolment mode you have selected for the unit on eStudent, go to My Study > Manage My Course > Self-Service Reports > Enrolment and Registration Advice |