1. Introduction & Framing (10-15 min)

·       Ask learners: “What was the last technical problem you had during a digital course?”

·       Discuss common issues (e.g., can’t hear audio, broken link, frozen app) introducing the key idea: “You don’t need to be a tech expert. You need a method and mindset.”

·       Present 3 golden rules for digital troubleshooting:

o   Observe > Diagnose > Test

o   Stay calm and break it down

o   Use what you already know (help articles, forums, AI, peer support)

2. Group Task – Diagnose & Fix (30 min)

Divide participants into small groups (3–4).

Each group receives 1–2 realistic “tech problem cards”, such as:

• A student cannot open a shared file

• Your mic is not working on Zoom

• A PDF won’t upload to a platform

• An LMS page gives a “403 error”

Each group must:

1. Identify the problem clearly (symptoms, tools, platform)

2. Use an AI assistant or help article to find at least two possible solutions

3. Document the step-by-step process to test the solution

4. Prepare a mini tutorial (written or screen-recorded) to explain it to others

3. Sharing and reflection (20 min)

Each group presents one problem and how they solved it:

• What tools did they use?

• What did the AI/tool suggest?

• What worked and what didn’t?

Encourage other groups to ask: “What would you do differently?”

4. Self-assessment and feedback (10 min)

Learners complete a quick self-assessment:

·       Comfort with using digital tools

·       Confidence in applying netiquette

·       Areas for further learning

Use Padlet or printed forms for feedback.

Adaptation Tips

Online:

• Provide editable Google Docs or shared LMS folders where each group can access the tech issue cards (in text or image format) and record their solutions.

• Use breakout rooms for collaborative problem-solving, assigning clear roles (e.g., researcher, note-taker, presenter).

• Share screenshots of common tech issues (e.g., Zoom error messages, file upload failures) as downloadable files for simulation purposes.

• Offer a list of AI prompt examples learners can use directly in ChatGPT or Copilot, such as:“Zoom microphone not working – step-by-step solution?”“How to fix 403 error on a Moodle page?”

• Have groups present solutions via screen sharing, showing their step-by-step process and how they used support resources.

• Use a shared Padlet wall for learners to upload mini-tutorials, final reflections, and self-assessment entries.

In person:

• Distribute printed "tech problem cards" to each group, ensuring a variety of realistic and relatable issues.

• Ensure each group has access to at least one laptop or tablet with internet access for research and AI assistance (ChatGPT, Copilot, help forums).

• Set up tech corners or tables with flipcharts or large paper sheets where groups can diagram and annotate their diagnostic process.

• If devices are limited, rotate AI use: assign one station where groups can take turns consulting the AI assistant via the facilitator's device.

• Encourage groups to document their process in both analog (flipchart notes) and digital formats (e.g., typing out steps in a shared file).

• Use a projector or screen for presentations where groups share tutorials or visual explanations of the problems they tackled.

Hybrid:

• Distribute digital versions of the problem cards in a shared folder accessible to both in-room and remote participants.

• Form mixed groups (on-site and online participants), using shared documents (Google Docs, OneNote, Notion) for real-time collaboration.

• Assign technical roles across formats, such as:

  • Remote learner = AI researcher

  • In-person learner = process diagrammer or summarizer

  • Shared = presenter or tutor developer

• Use a projector and webcam setup so remote participants can observe live troubleshooting and participate in group discussions.

• Encourage all groups to contribute their final solutions to a central digital repository, visible to everyone (e.g., Google Drive, LMS folder).

• Include a live feedback board or reflection doc (e.g., Padlet or shared slide deck) for all learners to post their takeaways and unresolved questions.