Troubleshooting & Quick Fixes
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.
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If the issue is related at all to connectivity (i.e. having trouble reaching particular webpages):
To request assistance with a Canvas or Kaltura issue contact the IT Support Center or send an email to lsrequest@vcu.edu.
What information do we need?
Canvas Troubleshooting
- Details describing what is affected, including:
- 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 this issue was first noticed and how long this issue has persisted.
- Information about the affected device:
- What type of device is affected (i.e. mobile, laptop)
- What browser type is being used (i.e. Google Chrome, Firefox, Microsoft Edge)
- Is this isolated to one device, or affecting multiple devices?
- 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
- Useful screenshots
Kaltura Troubleshooting
Be sure to include the following information so that we can most efficiently assist you:
- Video URL (Optional: The course ID of the course it is embedded)
- Expected Behavior
- Current Behavior (What is happening that should not be taking place?)
- When did the issue start?