All Systems Stable

We are pleased to report that all systems are currently stable.

If you need support with VIULearn, VIUTube, VIUBlogs or Zoom, please contact the Centre for Innovation and Excellence in Learning at learnsupport@viu.ca or call us at 250-740-6179. We are open 9:00 am – 5:00 pm, Monday-Friday, except days of university closure. You can also find help resources at https://ciel.viu.ca.

Browser Capture Restored, All Systems Stable

We are pleased to report that all systems are currently stable.

If you need support with VIULearn, VIUTube, VIUBlogs or Zoom, please contact the Centre for Innovation and Excellence in Learning at learnsupport@viu.ca or call us at 250-740-6179. We are open 9:00 am – 5:00 pm, Monday-Friday, except days of university closure. You can also find help resources at https://ciel.viu.ca.

If you experienced “Processing Failed” errors in VIUTube after a Browser Capture recording, your recordings should now have processed successfully. If you are still seeing any lingering challenges, please let us know.

Processing Failed Error Message for Videos Uploaded via Browser Capture

When using VIUTube’s Browser Capture application, users will get a Processing Failed error message after their browser capture videos have been uploaded to VIUTube.

We do not currently have an estimated time of resolution, but technicians are working on finding and resolving the underlying issue. Thank you for your patience.

In the meantime, please do not delete any videos that have failed to process.

If you need to record a browser capture video while this issue is ongoing, please Download your browser capture video rather then clicking the Upload button. Once the video file has downloaded to your device, please upload the file to your VIUTube media library using the standard uploading process.

If you have questions, please contact learnsupport@viu.ca or call us at 250-740-6179.

VIUTube – Media Migration

VIUTube media has been migrated to the new platform. Employees should see their media in a folder in Manage Media inside the new platform. 

Students who use VIUTube will need to access VIUTube from the link in the VIULearn navigation bar to trigger the account creation process. Once the account has been created, students can email CIEL to let us know their account has been created and they would like their content migrated to their account. 

Please check your media library by September 15, 2022 to ensure all of your media appears as expected. If you see any discrepancies please contact CIEL as soon as possible with the details of what you expected to see and do not. All media on the old VIUtube platform will be permanently deleted once that service ends on September 30, 2022.

If you have questions about accessing your media or any other element of using the new VIUTube, please contact us at learnsupport@viu.ca so we can assist you. 

VIULearn Issue Resolved

VIULearn should now be available for all users. If your My Courses widget or course banners are not loading, please try clearing your browser’s cache and then re-load VIULearn.

If you have any questions or concerns, please contact the Centre for Innovation and Excellence in Learning at learnsupport@viu.ca or call us at 250-740-6179.

Minimum Zoom Version 5.10.0

On August 8, 2022 the minimum Zoom client version for all hosts and participants in Zoom meetings connected to VIU’s institutional account will be 5.10.0. If your Zoom client is not updated to at least 5.10.0 on August 8, you will be prompted to update Zoom before you can join a meeting.

If you need help updating your Zoom client, please contact learnsupport@viu.ca or visit https://support.zoom.us/hc/articles/201362233

VIUTube – New Platform

Media creation and uploads are no longer available at https://viu videos.viu.ca. To add new content to VIUTube, please use the new VIUTube which can be accessed from the navigation bar inside VIULearn.

Users trying to upload media from the Kaltura Capture software will receive the following error: “We are unable to connect right now. Please check your network and try again.” For assistance finding the local recording file and uploading it to the new VIUTube platform, please contact the Centre for Innovation and Excellence in Learning. 

If you have any questions or concerns you can reach The Centre for Innovation and Excellence in Learning at learnsupport@viu.ca or call 250-740-6179. We are available 9:00 am – 4:00 pm Monday-Friday except days of university closure.

Ticket Request and Replies Not Processing

We are currently experiencing delays in emails sent to learnsupport@viu.ca and ciel@viu.ca creating new tickets or adding replies to existing tickets. Our vendor is investigating the issue and will have it resolved as soon as possible.

In the meantime, please continue to email support requests to learnsupport@viu.ca. CIEL staff will monitor that inbox and get back to you as soon as possible. You will not receive the automated email confirming your message has been received at this time.

If you have an existing ticket or issue that you want to update, you can open a brand new email to learnsupport@viu.ca with a reference to your original ticket request and we will append your comment or question onto your existing ticket or you can call us at 250-740-6179 for more immediate assistance.