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LiveWhale Support

Troubleshooting

Below are some common troubleshooting steps you may be experiencing while using LiveWhale. If you don’t see a problem, be sure to let us know by filling out a troubleshooting form.

  • I can’t log in to LiveWhale using my password

    Your username and password is always the same as your Lewis & Clark email. The information comes from a shared database maintained by Information Technology.

    If you need your password reset, you can go here:  http://www.lclark.edu/information_technology/information_systems/accounts/reset/

  • What web browser should I use with LiveWhale?

    LiveWhale was built to be used with the Firefox web browser. You can download Firefox here: http://www.firefox.com

    You can also use:

    Due to security flaws, Internet Explorer is not supported.

  • What’s a Group in LiveWhale?

    Users in LiveWhale are divided into groups representing areas to work on in the website.  A group could correspond to a department, program, office, and so forth.  Groups have their own pages, news, events, images galleries, downloads, blurbs, tags.

    Note that just because you work for, say, the history department, it does not mean you are automatically in its LiveWhale group to edit its content.  You would have to be added to the group by a Web administrator from New Media or I.T.  It is easy to add new members to a group, but you do need to request it, as we limit access to only those people who are authorized website editors.

    Due to the nature of working on websites, you may belong to not just one but several LiveWhale groups.  In that case you will need to switch from one group to another to edit its content.  Read more information on group switching.

  • Error: “Editable Region Inside Another”?

    If you are trying to edit a page and get this error, “This page contains an editable region inside another one. This must be corrected in the template before you can edit the page,” then you will need to contact New Media for help. 

    What has happened is the last time someone was editing your page, he or she was doing  a copy-and-paste from another page and inadvertently brought over an extra bit of hidden HTML code in the process. 

    This extra code is now confusing the LiveWhale editing functions, and we will need to remove it in a very simple and quick procedure on the server.

  • Tags and Keywords: what’s the difference?

    Tags and keywords play similar roles in LiveWhale. Where they differ is how they are indexed.

    Keywords are great for searching throughout LiveWhale for specific content.

    Tags are excellent for searching or organizing like content with specific tag words.

  • Why can’t I change anything in the right sidebar menu?

    The sidebar is located on the right side of every page and contains a set of your website’s links and an area for Contact. Only administrators and users with special permissions can edit certain content in the right sidebar. 

    • The Navigation links can be edited by users with special permissions. Request permission from LiveWhale support
    • Contact information is only accessible by administrator-level users. To request edit changes, send your changes to the LiveWhale support team.
  • Could my browser plug-ins be outdated?

    LiveWhale works through your browser but most browsers have a set of plug-ins to enhance or add to the user experience.

    To check if your plug-ins are the most up-to-date in Firefox, follow this link:

    https://www.mozilla.com/en-US/plugincheck/

  • What if I forget my directory password?

    LiveWhale allows you to change or remove passwords from your directories easily.

    • From the LiveWhale interface, click the “Pages” tab. (If the Pages tab does not appear, the administrator has not assigned page editing permissions to you.)
    • Click the “File Browser” submenu. You will see a file system browser allowing you to navigate to the directory you wish to edit password protection.
    • Once in the directory, click the “Change directory password” link.
    • On the directory password page, any existing password protection in place is listed.
    • To leave any passwords unchanged, leave the password field blank.
    • To change any passwords, type in the new password in the entry field next to “Password for [username]”
    • To add an additional user/password login, click “Add new user” and fill in the username and password.
    • Once all the usernames and passwords have been configured, click the save button.
  • I saved and now my page looks wrong

    There are many reasons why your page might look wrong after you saved it but the first instinct might be, “make it the way it was!”

    No problem. LiveWhale saves past versions of your content. Choose from the list of topics below for step by step instructions.

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