Troubleshooting - Learning Systems - Virginia Commonwealth University

Need to ask a quick question? Email us at lsrequest@vcu.edu.
When requesting assistance, please be sure to provide all necessary information needed to assess your particular problem.

Items to Check First

Note: You may be prompted to login to VCU Right Answers when using the links below. If so, just enter your VCU eID and password.

Clear your web browser's cache, cookies, and history

If the issue is related at all to connectivity (i.e. having trouble reaching particular webpages):

Request Assistance and Provide Details

To request assistance with a Canvas or Kaltura issue, contact the IT Support Center or send an email to lsrequest@vcu.edu.

Support Request Guidelines

To ensure efficient and effective support, requests should ideally be submitted by the individual directly experiencing the issue. This allows our team to communicate clearly, gather necessary context, and address follow-up questions more easily, leading to a faster and smoother resolution.

Each issue should be submitted as a separate ticket or service request to help us stay organized.

Exceptions

In cases requiring chair or department head approval, such as adding someone to a course or making certain course-related changes, it's appropriate for someone else to initiate the request.

Staying in the Loop

Feel free to CC yourself on requests to stay informed. You’re also encouraged to share the LSrequest@vcu.edu address with customers via other support channels so we can work directly with them.

The following are examples of the type of information we need to assess your issue.

Canvas Troubleshooting

Please include the following details so that we can most efficiently assist you:

The current behavior (i.e. My Canvas gradebook is not displaying student grades.)
The expected behavior (i.e. My Canvas gradebook should be displaying student grades for assignment #3).
When you first noticed the issue and how long has the issue persisted.
Information about the affected device, such as:
- The type of device affected (i.e. mobile, laptop).
- The browser being used (i.e. Google Chrome, Firefox, Microsoft Edge)
- Is the issue isolated to one device, or affecting multiple devices?
List the eID(s) of any affected users
Direct URL to the course or the course component in question.
Course ID, in the following format: UNIV-XXX-XXX-term
Screenshots of the issue

Kaltura Troubleshooting