VSC Tech Support FAQs
This page is for VSC Admins to find the solutions to the most common tech issues. Latest update March/19/2021
Getting Started with the VSC
+ What are the basic tech requirements to join a VSC class?
- User will need at least a dual core 2Ghz CPU with 4GB of ram, Windows 7/10/11, webcam, speakers or headphones, and Internet speed of at least 15 Mbps.
- Other operating systems that are supported: Mac, Android 8+, iOS 14.2+
- Recommended browser: Chrome
+ What are the steps to install a member?
- PC/Windows User
- iPad & Android Tablet User
- Recommend the member to visit VSC Resource Page when he/she needs a refresher.
- If you need to onboard a large number of members in a short period, consider providing Group Training instead. Feel free to use our VSC Setup Email Template.
+ What are the best settings to set up tablets for members with limited technology experience?
Troubleshooting the common issues from VSC Members
+ Problem reported: I can’t access the VSC website.
Questions to ask:
- Is the device turned on and working properly?
- Is the device connected to the Internet?
- Are they going to the correct website vsc.selfhelp.net?
- What browser are they using?
- Are Chrome and the Operating System up to date? Learn how to update Chrome.
+ Problem reported: I can’t log into the VSC website.
Questions to ask:
- What error message does the user get?
- Are they on the correct website vsc.selfhelp.net?
- Check the credentials, both login and password need to be entered correctly.
- Check that caps lock is off and they are using their VSC password and not their email password.
- Reset the password if the user can’t find the password.
+ Problem reported: I can’t join a live class.
Questions to ask:
- Did the user click on the “Open Zoom” button and “Always open these types of links” checkbox?
- Is Zoom installed?
- Is their Zoom up to date?
- Is the device system time correct?If it’s the correct time and they don’t see the “Join Now” button, try having them refresh their browser.
- Is the class actually live?
Note: In some cases, particularly on iPads that are not running the most recent iOS, the classes will show up at the incorrect times. Check that class times are showing up correctly for the user’s device.
+ Problem reported: I can’t hear other clients in a live class.
- Troubleshooting steps:
- Check the volume level
- Check “Join Audio” on Zoom. Join with Computer Audio.
- Check that the sound device is correctly identified and selected by Zoom (it should not say “Connect to Computer Audio” but “mute/unmute” for microphone)
- Check the headphone or speaker connection to make sure it is plugged in all the way into the jack.
- Learn more about connecting your audio
+ Problem reported: Other members can’t see me in a live class.
Questions to ask:
- Click “Start Video” in Zoom
- Is the webcam connected and working properly? Is there a cover on their webcam?
- Check that the video camera is correctly identified and selected by zoom.
- Read tips on troubleshooting a camera that won't start or show video
+ Problem reported: I can’t hear others in a live class on a mobile device.
+ Problem reported: A live class video or sound is choppy or blurry.
Questions to ask:
- What Internet speeds is the user getting? Should be 25 mbps. Anything below that, video and audio could be degraded.
- Troubleshooting steps: check internet connection and speed with www.speedtest.net
+ Problem reported: I’m hearing other sounds while in a live class.
Questions to ask: Do they have other open tabs (especially YouTube) while in a class?
+ Problem reported: I logged into vsc.selfhelp.net but I don't see any class.
Questions to ask:
- Was the VSC account added to your group on the User Page?
- Does the member have the updated Chrome? Learn how to update Chrome.
- If the member uses iPad, is the iPadOS newer than 14.2?
- Is there any class on Today's Schedule?
+ Problem reported: I'm seeing wrong class time.
Questions to ask:
- Is the user set to the correct time zone on the User Account settings?
- If the member uses iPad, is the iPadOS newer than 14.2?
- Is the member using Chrome browser? Try updating Chrome to the latest version.
Training Resources
+ How to best describe to someone with limited computer experience? - visuals are key!
- Browsers
- Chrome - the red green yellow circle; the number 9.
- Windows Explorer - the big E
- Safari - Blue circle with white and red, compass symbol
- Apple App Store
- blue icon with 3 sticks forming a triangle/a shape.
- @ sign
- "a" with a circle
+ Zoom Control Guide for Android Tablet Users
Click once anywhere on a slide to move to the next one.
+ Zoom Control Guide for PC/Windows Users
Click once anywhere on a slide to move to the next one.
+ Zoom Control Guide for iPad Users
Click once anywhere on a slide to move to the next one.
+ How to add VSC shortcut to PC/Windows desktop?
+ How to add VSC to Chrome bookmark on iPad?
+ How to add VSC Safari shortcut on iPad?
+ How to add VSC shortcut on Android Tablet?
Visit Community Onboarding Page for More Resources.
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