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.
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.
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?