EN - MentorCity Troubleshooting Support Badges Course badge is not displayed on member's profile Issue Member reported that the course badge showed up on screen when the course was completed, but I cannot find it on the member's profile. Why has it disappeared? Solution This issue occurs when the image uploaded to the course badge does not follow the image size requirement. Administrators should follow the recommended image size below so that the badge appears in user profiles. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Calendar How to join meetings via the mobile application Question I tried to join a meeting through the mobile application, but I could not select the meeting time on the calendar. How can I join meetings while using the app? Answer To join meetings through the mobile app, you must: 1. Click on Connections from the left-hand menu2. Click on your mentoring match name3. Click on the "Join Meeting" button Once you sign in, you will be able to join the call. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca How to Schedule/Book Meetings using the Mobile Application Issue I tried booking a meeting via the Mobile Application, but it does not work. I tap on the slot, but no actions occur. How do I book meeting using the app? Solution To book meetings via the MentorCity mobile application, Members and Administrators must long-press/hold down on the intended slot instead of tapping on it. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Courses Error with YouTube Link Issue While customizing my course activity,  I received an error message saying "cannot connect to YouTube" when I entered a YouTube link. Why has this error occurred? Solution This issue occurs when an Administrator inputs the URL from their browser's address bar. Please note that the link you should insert when customizing course activities can be found in the share/embed section of the video. Step 1: First, click on the share button beneath the video. Step 2: Click the embed button. Step 3: Copy only the highlighted part of the embed video link below. Pasting this link into the course will not return an error message and the YouTube video will be available. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Increase font size in activities Issue The font size available in activities is too small. How can I increase it? Solution At this moment, it is not possible to increase the font size in activities via the e-mentoring platform. A workaround for increasing the font size or changing the font style in activities is:1. Begin by typing all the text for the specific activity into your preferred word processor (Microsoft Word, Google Docs, etc.).2. Once all the text has been typed in, copy and paste into the activities box.3. Confirm that the pasted text matches your program's preferred format. This way, your preferred font size and style will be retained for activities. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca The 'Courses' section in the side panel is not showing Issue I do not see the 'Courses' section on the side panel. Why is this happening? Solution This happens when a program has not published any courses. The courses section will display once a program has published at least one course on the platform. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Login/Sign-Up Error message received when updating password Issue Upon first login, I am unable to change my password from the Account Setting page and/or I received an error message stating that my password does not match or is invalid. How can I resolve this? Solution Occasionally, there is a space either before or after the password. This can occur if the password was copied and pasted from the email. Re-enter password manually to resolve this issue. Try refreshing the webpage if solution #1 does not work. If the issue persists, please contact support@mentoringcanada.ca for assistance. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Onboarding Email Issue I did not receive the onboarding email from MentorCity. How can I access the onboarding link? Solution Check your junk mail folder. Check your quarantine folder, if your organization utilizes this function.  You can do that by following this link https://security.microsoft.com/quarantine. If the email is not in your junk mail or quarantine folder, please contact support@mentoringcanada.ca for assistance. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Organization Profile Error message received when changing default email address Issue I am receiving an error message when trying to change the default email address stating "remove spaces and signs". How can this error be resolved? Solution Administrators should ensure that any spaces before or after the email address are removed.Alternatively, we recommend refreshing the webpage if you receive the error message after multiple attempts. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Program Evaluation How to make Program Evaluation Feedback mandatory Issue I noticed that my members are not providing feedback for Program Evaluations. Is there a workaround to make Program Evaluations mandatory? Solution To make Program Evaluations mandatory: Administrators can create a survey form in place of the program evaluation and make taking the survey mandatory. Administrators can use the 'Send Message' function to communicate with members that it is mandatory to fill out the evaluation. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Survey Error while accessing external survey links Issue Members are experiencing glitches when attempting to open external survey links which prevents them from accessing the survey. How can this be resolved? Solution When external survey links are used, Administrators should ensure that they copy & paste the URL directly from the browser address bar. Note: Ensure that you do not use the auto-generated/shortened URL as this results in the aforementioned error. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Survey link shared to personal email Issue I sent a survey link to member's personal email and an "access denied" error message appeared. How can this member gain access to the survey? Solution Survey links are only accessible by MentorCity users within a specific program and with the email address used to log into the platform. In this scenario, the member was unable to gain access to the survey because the system did not recognize the email address as one that is associated with a program on MentorCity. If you have questions or need further support, please contact our Support Team: support@mentoringcanada.ca Troubleshooting Guide Support Mediums & Hours Support Mediums Support Centre:Mentor Canada's Support & Training CentreEmail:support@mentorcanada.caPhone:+1-825-901-0549 Video Call:Mentor Canada provides a 1:1 video call session for Program Administrators who prefer visual guidance to resolve more complex issues reported by their members.Please contact us via email (support@mentorcanada.ca) to book a video call session if you would prefer to troubleshoot any issues together. Standard Support Hours Working Hours:9am -5pm E.T.Working Days:Monday to Friday Outside these hours, weekends, and statutory holidays:Mentor Canada will respond to urgent matters concerning Total System Failure/Outage where Users (Members + Administrators) are unable to access the site and/or use the mobile application.Please include ‘URGENT’ in your email subject line if your issue falls within the purview of the aforementioned issue. Issue Logging & Support Guide Required Information & Documentation to Log Member Issues Request for an in-depth description of the issue that the member is facing. This should include: A detailed description of all steps taken prior to experiencing the issue. Environment: The environment constitutes of the member's Computer Operating System version. Browser type & version. Mobile type (smart phone or tablet). PC type (desktop or laptop). Please ensure that the inquirer is using the latest version of these systems. Here are links providing information on how to determine the latest versions:Windows, Mac, iOS, and Android devices Find OS Version.Chrome, Safari, Edge Browser Version. Supplementary files: The member is required to send a screenshot of the error message and/or make a screen recording (we recommend using Loom - a free screen recording software) of all steps they have taken starting from login and ending at the issue they are facing. Supplementary files are essential as they serve as the most reliable information source and provide the clearest account of what occurred. Support Guide for Program Administrators Administrators should attempt reproducing the member’s reported error. If the administrators are unable to reproduce the error by following the member’s description, they should schedule time with the member to work directly with them to reproduce the error. An error which cannot be clearly demonstrated cannot be addressed. Mentor Canada recommends that the administrator provides support through a video call with the member for more complex issues that require visual guidance. Please note that it is the initial responsibility of the administrator to attempt to resolve member issues that might occur on the platform. Issue Escalation Process If Administrator is unsuccessful at resolving the issue, please contact Mentor Canada’s technical support team for further assistance. When escalating to Mentor Canada, please include: All information the member provided regarding the issue. Your findings as well as your resolution attempts. Attach all supplementary files. Providing this information is important as it helps reduce the number of communication exchanges, will speed up work towards a possible resolution, and increases the likelihood of finding a solution. Troubleshooting Guide The troubleshooting process provided below is a sample guide that Program Administrators  can use to gather information from members in order to allow you to easily self-troubleshoot platform issues and/or escalate to Mentor Canada’s support team if needed. Organization name. Program name. Reporting an issue that occurred with: Myself (provide Program Administrator name & email address). Mentor/Mentee (provide member's name & email address). A Group (provide group's name). Both myself and mentor/mentee (provide all names & email addresses). Reporting member’s role (Administrator, Mentor, or Mentee). Brief description of the section in MentorCity where the issue occurred i.e. While attempting to book a meeting. During a meeting. While attempting to join a meeting. While attempting to find/make a match. While logging into the platform. Courses section. User profile. Relationship Message/Chat. What type of issue occurred? E.g., Audio, video, login error, missing course images, unresponsive button/link/function. Was an error message received? If yes, please attach a screenshot of the message. Detailed description of the issue explaining all steps taken prior to the error/issue. For added clarity, a screen recording using Loom Screen Recorder can also be shared if visual guidance might aid with comprehension more effectively than providing a lengthy textual description of all the preceding steps. Through which medium was the platform accessed? e.g.: the Mobile App, desktop browser, mobile browser? Which web browser was used to access the platform? Safari/Chrome/Edge. Note that these are the only accepted browsers on MentorCity. Which Operating System (OS) is in use? iOS, Android, macOS, Windows, Chromebook, etc. Are both systems (OS & browser) updated to the latest version? Please provide any additional information that could assist in resolving the issue, such as, your resolution attempts as Administrator, the frequency of issue reports, and additional supplementary files i.e. screenshots. Troubleshooting Flowchart Please follow this link for a visual guidance of the Support Process: MentorCity Support Process (FR & EN) - PDF.pdf.Glossary Term Description Members These are the youth and volunteers who are registered to your program and have access to the MentorCity platform. Browser This is the application that is used to browse the internet. E.g.: Google Chrome, Microsoft Edge, Safari, etc. Mobile Browser This is the mobile based version for web browsers. Operating System (OS) The OS is what manages your computer’s functions. E.g.: Windows OS, iOS (Apple OS), Linux OS, etc. Supplementary files This is useful data that provides background information and additional support information to expand on reported issues.