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

• Mobile browser troubleshooting
• Desktop browser troubleshooting

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

• Connecting to VCU SafeNet
• Connecting to VCU Guest Wireless
• Connecting to eduroam
• Troubleshooting tips for your home network

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

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

• Video URL (Optional: The course ID of the course it is embedded in)
• Expected Behavior
• Current Behavior (What is happening that should not be?)
• When did the issue start?