Dépannage

If you can still see the volunteer’s name in a search, the likelihood is that the profile has been archived. This would still allow you to view the profile, but the volunteer would be restricted from seeing anything related to your organization (Custom Fields, Qualifications, General Interests, Availability, Activities, Contacts).

It is likely that the profile has been removed from the organization. In this case, the volunteer will not be able to see the Activities, Custom Fields, Qualifications, General Interests, Availability or Contacts associated with your organization. If a search (People >> Search) for the volunteer returns no results, you can generate a signup link (Configuration >> Links for Website) and send that to the volunteer, enabling them to sign up again with your organization (re-using their existing username and password).

The volunteer may not be associated with your organization. A volunteer may have multiple usernames and has logged in with the wrong username.

Another possibility is that there are no current or future shifts in the Activity. The Activity’s visibility settings may also be preventing them from seeing the Activity.  Note: A volunteer will be able to see an Activity to which they have been assigned.

When volunteers click on the OPPORTUNITIES tab in MyVolunteerPage.com, they can set a variety of filters to limit which Activities display to them (by Qualified, Generally Available, Signed Up, Scheduled, Backup List). One or more of these settings may be preventing them from seeing an Activity.

If there are no current or future shifts in the Activity, a volunteer will not be able to see it or sign up for it.

The Activity’s visibility settings may also be preventing them from seeing the Activity. To diagnose why this may be happening:

1. Edit the volunteer’s profile.
2. Click on the “Assign” tab.
3. Click on the link to the Activity. At the top of the window that opens you will see a summary to indicate that the volunteer:
   • is [NOT] generally available (the relationship between the volunteer’s General Availability and the Activity’s Schedule Classifications)
   • is [NOT] qualified (the relationship between the volunteer’s Qualifications and the Activity’s Qualifications)
   • can [NOT] see this activity (the relationship between the volunteer’s status and Qualifications and the Activity’s visibility settings)
4. By clicking on the link to either the “qualified” or “visibility” note above, you can find out why the volunteer is/isn’t qualified or why the volunteer can/can’t see the activity and then fix the problem.

(Note: A volunteer will be able to see an Activity to which they have been assigned.)

Unfortunately, for performance reasons, we aren’t able to display all available activities on the volunteer’s Opportunity Calendar View.  The volunteer’s opportunity calendar view displays the following:

1. Scheduled activities only (Seasonal and Unscheduled will not appear since they do not have specific dates).
2. Activities visible to volunteers based on status/qualifications (activities visible only to volunteers who are signed up/assigned/on the backup list will not appear).
3. Unfilled shifts (full shifts will not appear since the need is met).

*Also note, the calendar shows the first 5 shifts of the day that match the filters the volunteer has applied.  If there are more than 5 shifts available, a “See all shifts” link is available to open up a dialog with all of the day’s shifts on it.

When you go to the Assign tab in a person’s profile, you will see a list of filters. If some of these filters are checked, it could be preventing you from seeing an Activity to which you would like to assign the volunteer. These filters will enable you to see Activities that:

• match a volunteer’s general availability (i.e. their general availability corresponds to days/times specified in the Activity’s shifts)
• the volunteer is qualified for (i.e. their Qualifications match those specified in the Activity)
• the volunteer has signed up for
• the volunteer has been assigned to
• the volunteer is on the backup list for
• belong to a specific Activity Category.

Also, any Activities that have been made “inactive” or have no current or future shifts will not display in this tab.

The easiest way to see who is waiting to be assigned to an activity is to click the [Pending Signups] button on your administrative home page. Alternatively, you can go to Assign >> From Pending Signup List.

You can run a report to show all volunteers who have signed up for any activity, but have yet to be assigned to it by going to Reports >> Exports / Excel Reports >> Signup Detail Export.

If you want to see who has signed up for a specific activity but has yet to be assigned to it, you can run a search:

1. Go to: People >> Search
2. Select the desired volunteer status(es)
3. Click the [Add Search Criteria] button
4. Search Type: “Activity” [this is the first part of the search]
5. In “Schedule Status”, check the “Signed Up” box
6. Scroll down to the “For the following activities” section and select the desired Activity
7. Click the [Add] button
8. Search Type: “Activity” [this is the second part of the search]
9. In “Schedule Status”, check the “Not Assigned” box
10. Scroll down to the “For the following activities” section and select the desired Activity (i.e. the one you chose in step 6, above)
11. Click the [Add and Go] button

With various programs you use on your computer, you may want to have the username and password saved so that they are entered automatically when you visit a website. This is a feature that can be enabled in your browser. This functionality, however, is not advised on a public computer, such as a Timeclock.

Here is how to change your internet browser settings to ensure that usernames and passwords are never saved.

Firefox:
1. Click on the Menu icon (the icon is 3 lines stacked on top of each other on the far right side)
2. Click Options (the icon is a “gear” symbol)
3. Click Security (the icon is a “lock” symbol)
4. On this page, under “Logins” make sure “Remember logins for sites” is NOT checked
5. Click “Saved Logins” if there are any logins in the list and then remove them

Chrome:
1. Click the Menu icon (the icon is 3 lines stacked on top of each other, on the far right side)
2. Type “password” in the search box
3. Make sure “Offer to save your password” is NOT checked
4. Click “Manage Passwords”
5. Delete all the passwords in the “Saved Passwords” List by mousing over them, and clicking the X

Internet Explorer
1. Click the Menu icon (the icon is a “gear” symbol)
2. Click “Internet Options”
3. Click “Content”
4. Click the “Settings” button in the AutoComplete section
5. In the popup that comes up, make sure “Usernames and passwords on forms” is NOT checked
6. Click “Delete Autocomplete history”
7. Make sure “Form Data” and “Passwords” are checked and then click “delete”. It is probably a good idea to check all of the options there

If a volunteer can’t log hours or start a timeclock for one (or all) of your activities, you can check:

• Not associated with your organization: only volunteers associated with your organization would be able to log hours
• Logging on with the wrong username: the volunteer may have multiple usernames and has logged on with the wrong one
• Organization settings: general volunteer settings may prevent volunteers from logging hours in their profile or via the timeclock
• Volunteer profile settings: miscellaneous settings in a volunteer’s profile may prevent them from logging hours in their profile or via the timeclock
• Not assigned to Activity / Activity visibility: activities may not be visible to the volunteer and/or they have not been assigned to any activities (or that activity)
• Show all activities: if logging hours on the timeclock, by clicking the [Show All Activities] button at the bottom of the timeclock page, additional visible activities would be shown
• Volunteers on the clock: if logging hours on the timeclock, volunteers will not be able to start a timeclock if they are already running a timeclock

If you cannot access the Volunteer View (or User View), you’ll need to add yourself to that module by editing your administrative profile:

1. Go to: Main>>Edit My Profile
2. Click on the “Miscellaneous” section in the “Main” tab of your profile
3. Scroll to the module section and click on the drop-down list beside “Status”
4. Select any status (except for “Archived”)
5. Click the [Add to Module] button

If you see the message: “It looks like you got bumped back to the login, this can happen for a couple reasons. Check out this support article for more details.”, it means that you will have to log back in again.  This message would be displayed for one of the following three reasons:

1. Your session expired. This generally happens if you’ve been away from your screen for a while without logging out and then come back to it. Your session has expired and you will need to log in again.
2. You have logged into multiple accounts in the same browser. “Cookies” are shared across the whole internet browser you are using; not just a single tab or window. Therefore, if you log in in one tab, it overwrites your previous login. If you need to be logged in to multiple accounts at once, you will need to use different browsers.
3. You’ve tried to do something that you aren’t allowed to do. While this is a fairly rare case, it could occur if you are a Limited Administrator and the Main Administrator adjusts your permissions while you are already logged in.

In the case of #1 and #2 above, you will have to log back in. Refreshing the page will bring you back to the login screen. In the case of #3, depending on what permission was changed, you will likely be able to carry on with other tasks in the software without having to log back in.

If it appears that your webpage did not load fully, it is very likely that there is an issue with your network blocking our content delivery network (CDN). This network is used to send images and style sheets for the Volunteer Impact site.

Here’s what your login screen might look like:

Here’s what your home page might look like:

Here’s what you can do:

• Go to the website: https://app.betterimpactcdn.com/content/images/logo-betterimpact2.png
• if you don’t see the Better Impact logo, contact your IT department and have them whitelist the domain: app.betterimpactcdn.com
• If you are not able to whitelist the CDN domain / IP address, you can perform a local host override for the CDN domain by pointing app.betterimpactcdn.com to 209.15.232.170