The following checklist includes common issues you may experience with your VCH mobile phone or the Procura Mobile app. CHWs can use this as a guide to understanding device or app problems, which will lead to better and faster help from the Service Desk.
Issue
I can't hear the ringer on my phone
My password isn't working/I forgot my password
I can't sign in to Procura Mobile - Invalid Username/Password
I can't see my schedule or other information in Procura Mobile
How to Contact the Service Desk
Phone screen is black
There are several reasons why your phone's screen might be black and unresponsive. To discover what the problem is, work through these self-diagnosis steps before contacting the Service Desk.
Potential causes
1. Power is off
To check if your power is off, Press & hold the Power button to turn on the device. You should see the white SAMSUNG logo appear on the screen after about 5 seconds.
The Power button is the bottom button located on the right side of the device.
2. Device is out of battery
Your phone will automatically turn off when the battery dies, and won't turn back on until it has at least 5% charge.
To find out if your phone's battery is dead, plug the phone into the wall using provided charging cable and power adapter. Your screen should light up to show you it's charging within 10 minutes.
3. Phone screen is still black and won't turn on after charging battery
Please contact the Service Desk and press 3 to speak with someone from the VOX team. Let them know what you're seeing and the steps you've already taken.
Make sure your scheduler knows about this as well.
I can't unlock my phone
If your phone will turn on, but you've forgotten your PIN, you won't be able to unlock it to access the home screen or any of your apps.
You may have written your PIN on a wallet card during training. If you cannot find your wallet card or the PIN does not work, please call the Service Desk and press 3 to speak with someone from the VOX team and let them know that you can't unlock your phone.
I can't hear the ringer on my phone
Check that your volume is turned up and your phone is not set to vibrate.
Turn the volume of the phone up using the +- button on the right side of the phone.
My password isn't working/I forgot my password
If you've forgotten your password
You can reset your own password using this guide.
If you are not comfortable resetting your own password, you can call the Service Desk (see the last section for contact information)
If you've forgotten your username or domain
Locate the wallet card used during orientation. Please contact the Service Desk or your scheduler if you can't find your wallet card.
If you cannot locate the \ on your keyboard
Some VCH websites, like MyVCH require that you type your domain followed by a \. Here's how to make that back slash on a phone:
- Press the !#1 button on the botton left corner of the keypad
- Press the 1/2 button near the botton left corner of the keypad
- Press the \ button located directly below the 3 button.
If you are locked out from too many failed attempts
Please contact the Service Desk and let them know you need to change your LAN password.
I can't sign in to Procura Mobile - Invalid Username/Password
If you try to sign in to Procura Mobile and receive an error message saying Invalid Username/Password, follow these steps to figure out what's going on.
1. Clear your username and password and try again
If you think that you know your password, but it didn't work the first time, it may have been a typo that's preventing you from signing in
2. Check that your phone is connected to the VCH network by opening the Password Reset app
Sometimes it's not your password - it's your phone's connection.
- If your phone is properly connected, you should see the normal Password Reset options. If you see this, proceed to step 3
- If you see a page that says This site can't be reached, that means there's probably something wrong with the connection. Call the Service Desk and press 3 to speak with someone from the VOX team. Tell them what you're seeing and the steps you've already taken.
3. Change your password
If your connection is working, the next step is to change your password. There are three ways to do this:
- If you think your password has expired (passwords expire every 90 days), use this guide to update it
- Change your password yourself using this guide
- If you are not comfortable changing your own password, call the Service Desk and speak to an agent. Let them know that you need your LAN password changed. They will likely ask for your LAN ID, this is the username you use to sign in to Procura, plus the domain\ . See this guide for more details.
I can't see my schedule or other information in Procura Mobile
If you successfully sign into Procura Mobile, but cannot see your schedule, try the following:
- Tap the refresh button in the grey bar above your schedule
- If the schedule still doesn't update, please call the Service Desk and ask to speak to VCH Procura support
How to contact the Service Desk
By Phone: 604-875-4334
Please contact the Service Desk by phone for urgent matters. You may have to wait during busy periods, and the Service Desk does not have voicemail.
Please report what steps you already took to resolve the phone issue and describe the specific issue you are experiencing (E.g.: I cannot log into Procura after I enter my username and password).
By email: vchServiceDesk@hssbc.ca
Please email the Service Desk for regular priority service requests. Please include your contact information such as your full name and contact phone number. After reviewing the above self-help steps, please ensure you include a detailed description of what issue you are facing.