Problem Solving Tips
Problem Solving Tips |
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This section contains some general problem solving tips for some scenarios you may encounter while using Encompassing Visions, along with some frequently asked questions. We are always happy to assist you in solving your Encompassing Visions questions but please consider the following:
Identify Who Needs to Resolve the Problem There are some problems that your IT support staff will be able to solve. Your copy of the Encompassing Visions software is loaded on your company's server using your company's databases. Your application does not communicate to Encompassing Visions systems or personnel.
Therefore, situations requiring access to your server should be brought to the attention of your IT staff. For example, you should contact your IT support staff for the following: •If you don’t know what the appropriate address is to enter into your browser. •If you enter the appropriate address in your browser and the application login page does not appear. •If you are trying to access your Encompassing Visions application from outside your office and encounter problems.
All of these issues are related to the set-up, security or availability of your computer facilities and the application.
Before You Contact Encompassing Visions Support... Note: as we continue to convert pages within the application to work with other browsers (Chrome, Firefox, Safari), these pages are being re-written to eliminate this issue. The newer versions of Encompassing Visions contain the most up to date configurations available.
Please use Chrome, Edge or Firefox. For Macs - Safari or Chrome (with this release, it is not currently supported) If you encounter a problem using Encompassing Visions or have a question, please provide us with as much detail as you can. E-mail techsupport@encv.com or crelations@encv.com with as much of the following information as possible: •Your Encompassing Visions software version (found on the login screen and on the main menu). •What version of which browser you are running. (i.e. IE8, Safari 5.0.6) •What Operating system you are running on your desktop or laptop. (Windows Vista,Windows 10, MAC 10.6, etc...) •Your contact information so that we can e-mail and/or call you back. •A detailed listing of the steps you were going through. •A screen print of the specific problem (e.g. error message or screen showing the results) and screen prints of as many of the steps you took to get the error as possible. •An indication of the results you were expecting versus the result you received. •When dealing with competencies, if you have customized your competencies and your question relates to a specific competency, we will need to know the competency number (as found in the Maintain Competencies function) so that we can relate your question back to the base system terminology. •If you are reporting a problem from one of your users please specify the screen they had an issue with, whether or not they are a lead and some information about their access level to the module where the problem occurred.
We may in turn ask for additional information regarding: •System Policies that may impact the area of the system you are having an issue with. •Any alternate term customization you have done. •Security access rights granted within the system. •Any other details that help resolve the problem.
We’re here to help so please don’t hesitate to contact us. We will get back to you as quickly as we can.
Default Reviews are not Displaying on the Competency Review Screen
For information on what may be the cause of a default review not display in the Complete Review Screen go to the following page: Default Review(s) Not Displaying Requesting Enhancements to the Application If you want to request an enhancement to the application or you have an idea you would like to share with us, please contact us with an outline of what you are looking for and we will get back to you to discuss it further.
If you do not find the information you need in this section or in the rest of the Help, or you need additional information, please e-mail techsupport@encv.com or crelations@encv.com for assistance.
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