Frequently Asked Questions
To effectively trouble-shoot a problem that is occurring with the Trillium Web Report Card, try to replicate the problem and note the circumstances under which it happens. Note as much detail as possible about the circumstances (e.g. time of day, what triggers the problem, location(home dial-up, home VPN, school), the operating system and browser, type of computer, etc. etc.) Double-check your User Guide to ensure that you are following the correct procedure.
| Problem |
I want to WORK AT HOME. I have internet access with Rogers, Sympatico, Cogeco or another provider. What do I need to do? |
| Solution |
Simply log on at https://elem-rc.dpcdsb.org |
| Problem |
What are the SYSTEM REQUIREMENTS to be able to work at home? |
| Solution |
Mac: OSX / Safari 1.3 or higher
Windows: Windows 98 or higher / Internet Explorer 5.5 or higher |
| Problem |
My GROUP COMMENT keeps saving into my Personal comment bank. |
| Solution |
Ensure that the minor-tab (which appears just below the main row of tabs at the top of the screen) is set to Group, not Individual when you create the comment. |
| Problem |
I can't EDIT or DELETE a GROUP COMMENT in the comment builder. |
| Solution |
If the minor-tab (which appears just below the main row of tabs at the top of the page) is set to Individual, then you will only be able to browse comments in the Comment Bank Browser at the bottom of the page. To edit, simply ensure that the Group minor-tab is selected at the top of the page. |
| Problem |
I keep getting LOGGED-OFF for no reason when I try to save. |
| Solution |
There are times when teachers are timed out and not allowed to save when writing comments in report cards. The timeout session time is set for 15 minutes. Users will be prompted that their session will expire after about 10 min of inactivity. Typing in a text box is not recognized as activity until the save button is clicked. For the warning to appear teachers need to ensure that pop ups are allowed. If pop ups are not allowed, teachers will not see the prompt and will get timed out and not allowed to save. This must be done either on a Windows machine or MAC. To avoid being timed out users must hit the save icon with the 15 minute window. If the save button is not clicked within 15 min, the user will be timed out and the session will expire and not allowed to save |
| Problem |
I have just made 4 NEW COMMENTS, and I saved all of them, but only 1 has been added to my comment bank. |
| Solution |
You must begin the comment building process by pressing the "New Comment" button, even if you are basing the new comment on one that you have already created. If you make changes to an existing comment and then press the save button, Trillium will simply revised the original comment to reflect the changes. |
| Problem |
I am getting constant prompts about a "KEYCHAIN". |
| Solution |
The keychain issue can be removed by your school technician. Call the ICT Service desk (905-366-DESK) or create a HEAT service ticket online to notify ICT of the problem. Your technician will remove this prompt feature. Once it is fixed for a user, it is fixed for good. |
| Problem |
I have ANOTHER PROBLEM that is not listed here! Help! |
| Solution |
If you experience a problem that is not listed here, note as much detail about the situation as possible (e.g. what events seem to trigger the problem, were you working at home on dial-up or VPN or at school, time of day, etc.) and contact the ICT Help Desk at (905) 366-DESK |
***SRB International has identified this as a bug. It will be fixed in an upcoming release of Trillium Web Elementary Achievement.