General Troubleshooting

Why can’t I access VCN’s website using my browser?

PROBLEM DESCRIPTION

Why can’t I access VCN’s website using my browser?

CAUSE OF ISSUE
  • No or slow internet connection
  • Connected to internet via Wind Mobile
SOLUTION
  1. Ask user to check their internet connection. Make sure that they are able to access other internet sites (i.e Google, Yahoo, etc..)
  2. If user is connected to the internet, verify that you are able to access VCN’s website.
    If there are no issues with the website, check with the customer how they are connected to the internet (VCN Dialup or ISP). If users are connected using VCN dial up, check the servers to make sure that there are no issues otherwise ask users to contact their ISP to report the issue.
    Users connected to the internet via Wind Mobile have reported that they are unable to access VCN’s webstite. This is a known issue that has been reported to Wind Mobile by some users.

FAQ General

Where can I refer users if I am unable to assist them?

  • QUESTION

    Where can I refer users if I am unable to assist them?

    ANSWER
    • See the software/manufacturer’s help manual
    • See the software/manufacturer’s online support
    • free online sources of information
    • online discussion groups
    • buy-sell groups
    • the person who sold/gave them their computer
    • yellow pages
    • computer books at library
    • computer courses at educational institutions
    • Free Geek
      A non-profit community organization that provide low-cost and no-cost computer technology and training . For more information please go to http://www.freegeekvancouver.org/.
  • FAQ General

    Scope of Helpesk Service: What services and issues is VCN not able to help with?

    QUESTION

    What services and issues is the VCN Helpdesk not able to help with?

    DETAILS

    VCN does not help with…

    • fix computers
    • install hardware, modems, printers, etc for users
    • troubleshoot hardware/software
    • teach how to use windows, word, excel and other software not related to VCN services.
    • debug/fix/write webpages
    • debug/fix/write cgi/php programs
    • setup advanced features in internet programs.

    Note: VCN volunteers have the right not to provide assistance to issues outside the scope of VCN services.

    Give user’s broad referral’s of help:

    • See the software/manufacturer’s help manual
    • See the software/manufacturer’s online support
    • free online sources of information
    • online discussion groups
    • buy-sell groups
    • the person who sold/gave them their computer
    • yellow pages
    • computer books at library
    • computer courses at educational institutions
    • Free Geek

    FAQ General

    Scope of Helpesk Service: What services and issues can VCN help with?

    QUESTION

    What services and issues is the VCN helpdesk able to to help with?

    DETAILS

    VCN can help with…

    • Register Users
    • setup dialup connection to VCN
    • setup email program to send and receive VCN email
    • help users access VCN services like:
      • help them send/receive email using webmail
      • connect using telnet/putty
      • access the mailing lists
      • get onto VCN IRC server
      • VCN Help Desk Volunteer should ask the walk-in User sign “User Release and Waiver of Liability” before helping the User to set up dial up on their computer/laptop (a form is available in Document Library)

    VCN Help Desk Volunteer should ask the walk-in User sign “User Release and Waiver of Liability” before helping the User to set up dial up on their computer/laptop (a form is available in Document Library)

    Note: VCN volunteers have the right not to provide assistance to issues outside the scope of VCN services.

    Sources of help:

    • Search the volunteer manual
    • Search VCN Help Pages
    • Search the problem on google.com, eg “error 691? or “Relaying denied”. You can try other search engines, computer-related forums, since millions of people use internet programs, so someone online is bound to have run into the same problem.
    • Ask and work it through with your co-workers
    • Send an e-mail: [email protected] or create a request in Request Tracker with as much relevant info as possible.

    Email Troubleshooting

    Cannot Receive Emails

    PROBLEM DESCRIPTION

    Unable to receive new emails in VCN email account

    CAUSE OF ISSUE

    There is a 100 MB mailbox limit enforced. If users report that they are not able to receive emails, it is most likely that their inbox has reached 100 MB.

    SOLUTION
    • Check the reports released regarding mailbox that reached the 100MB limit to see if their username is on the list.
    • Check with the customer if they recently received any email warning about the size of their mailbox.
    • If their mailbox has indeed reached the limit, ask them to delete emails to reduce the inbox size so that they can start receiving
    • Escalate this issue to a senior staff, if you are unable to resolve the issue after making sure that mailbox is below the 100 MB limit

    Donations Procedure

    Managing Credit Card Donations

    PURPOSE

    Procedure for handling credit card donations received at VCN.
    Please note that VCN will send official tax receipts to users who donate $25 or more each year.
    At the end of each month, a transcript of the month’s donations is printed out from CanadaHelps.org. Each credit card transaction is to be entered into the Money Database.

    STEPS TO BE TAKEN

    User’s can make donations using a credit card via CanadaHelps.org. Please refer them to https://www2.vcn.bc.ca/donate for more information on donating to VCN via CanadaHelps.org.

    To enter credit card transaction into the Money Database:

    1. Follow the instructions for adding a new person as outlined in Individual, Family or Groups Donations; otherwise the process is similar, except for the following steps.
    2. When you get to the Payments/Purchases screen, click on the Credit Cards & Other.
    3. Enter the amount.
    4. Select Donation Credit Card in the “For:” field.
      NOTE:
      Do a User Search in Putty to find the correct login id.
    5. Click Save.

    Donations Procedure

    Managing Donations from Individuals

    PURPOSE

    Procedure for handling donations from individuals

    Please note that VCN will send official tax receipts to users who donate $25 or more each year.

    STEPS TO BE TAKEN
    1. Open the money2db database program on the donations computer.
    2. Click Payments.
    3. Click Individuals.
    4. Enter the last name of the person. Press Enter.
      NOTE:
      • The receipt must be made out to the person who wrote the cheque regardless of the Login ID.
    5. If the person doesn’t exist in the donations database:
      1. Click Add New Person.
      2. Enter the person’s contact information, then click Save.

       
      If they do:

      1. Highlight the person.
      2. Click Choose Highlighted Person.
    6. NOTE:
      Some people just donate money to VCN, enter in “anonymous” for last name.
    7. Always click on Donations and always select ForDonation”.
    8. Enter the cash or cheque amount. If it is a cash donation, check off “Cash” box.
    9. Enter the user’s login id if they have one.
      NOTE:
      Do a User Search in Putty to find the correct login id.
    10. Print a copy of the receipt. If the user is in the office, also print a receipt for them.
      1. Click on View or Print Receipts.
      2. Click on the arrow buttons at the bottom to move to the last donation record. (ie Record 9 of 9 (Filtered)).
      3. Check the Date Paid field is today, then click Print Receipt.
      4. Save the document as a .pdf file using the CutePDF program.
        You must save the file inside the folder named Receipt and according to date.
        For example:
        If today’s date was January 10 2013, create a new folder named January 10 2013. Save the file according to the person’s username separated by an underscore and then type the word “Receipt“. An example would be vorvis_Receipt.
      5. Print the .pdf file you created.
    11. Hand the user the receipt.
    12. For VCN’s copy, write with a pen “Signed and Recorded by your name”under the 2nd line.
    13. Before you close the screen: If the donation is a check, stamp it on the back where it is labelled “Endorsement – Signature or Stamp” with the “FOR DEPOSIT ONLY…” stamp. Now write down the “Receipt #” on the back of the cheque too.
    14. Fold the paper into a three-fold.
    15. Paper-clip the cash or cheque to the paper. If the donation involves coins, place the receipt and donation inside an envelope.
    16. Slide it into the designated top drawer.