BCeID users not able to view their Registries dashboard

Hello IT Ops,

 

Please see the following request/issue:

 

Request Details:

Staff Full Name:    Kellie Horler

Supervisor's Name: Debbie Blyth

Date & Time of Issue: 2024-11-05 10:10AM

Detailed Description of Issue:  Users’s  loggon and have no dashboard/products

Troubleshooting and what has been tried:  deleted cookies/cashe

Impact (how may users are being affected): 1 account / 2 users

Description of the action needed:  review user access for JENIFER GLEED & ANNALEE DIGUANGCO & REBECCA CHUNG HORNBY

 

BCOnline/BCROS Acct #: 68647 /  13558

Client BCOnline ID:  PC92782

Client Name:  Annalee Diguangco

Client Phone:  604-643-7246

Client email:  annalee.diguangco@aviva.com

 

 

Screen Shots:

 

 

 

 

From: Annalee Diguangco
Sent: Tuesday, November 5, 2024 10:03 AM
To: BCOLHELP CITZ:EX
Subject: RE: BC Registries Support Request - Account No. 13558 - no products/services on dashboard

 

You don't often get email from annalee.diguangco@aviva.com. Learn why this is important

[EXTERNAL] This email came from an external source. Only open attachments or links that you are expecting from a known sender.

 

Good morning,

 

I confirm that Jenifer, Rebecca and I are using the correct BCEID to login, but we are all having the same issues. To clarify the issues, please see below:

 

We are all able to log-in (using our BCEID) and authenticate, BUT it takes us to the blank screen below with a continuous spinning circle, instead of our Dashboard. We are stuck at this screen.

 

 

 

When we try to access our Dashboard, we get the following screen which says we have no products and services. This needs to be fixed.

 

 

 

In order for us to access CSO, we need to take the following multiple steps:

 

Click on the “BC Registries and Online services” button at the top left

Click on the “Home” button at the bottom left

Go to Courts Services Online (CSO) and click on “Learn more about Court Services Online”

Then we are taken to our CSO Account

 

We should be able to access our CSO Account from our Dashboard as previously done.. Please start a ticket to fix the above problems.

 

Thank you.

 

Annalee Diguangco

Paralegal for Ann Howell

E: annalee.diguangco@aviva.com

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

WE HAVE MOVED! Please note our new address above.

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

 

 

 

 

 

___________

From: BCOLHELP CITZ:EX
Sent: Tuesday, November 5, 2024 9:16 AM
To: Annalee Diguangco
Subject: RE: BC Registries Support Request - Account No. 13558 - no products/services on dashboard
Importance: High

 

CAUTION: This email has reached Aviva from an external source. Do not click links or open attachments unless you can confirm the sender and know the content is safe.

 

AVERTISSEMENT : Aviva a reçu ce courrier électronique via une source externe. Ne cliquez sur aucun lien ni n’ouvrez aucune pièce jointe à moins de pouvoir confirmer l’authenticité de l’expéditeur et du message.

 

Annalee,

 

Thank you for contacting the Service BC/ BC Online Help desk

 

Looking at the accounts team members:

 

 

System shows your last sucessful access into the account was Oct 28, and Jenifer’s Oct 15. Are you using the BCEID that is associated above: adiguangco1 and they are using jgleed1? If you are using as the system is set up and STILL not working – we will need to create a ticket to resolve. Before actioning, we will wait for your reply

 

Thank you

 

Kellie

SBC BC OnLine Help Desk

Contact Centre Services | Service BC Division| Ministry of Citizens’ Services

Help Desk Phone# : 1-800-663-6102 | www.bconline.gov.bc.ca

“Access to government services made easy”

 

I would like to acknowledge that I am living, learning and working on the traditional territory of lək̓ʷəŋən People, known today as the Esquimalt and Songhees Nations.

 

 

 

From: Annalee Diguangco
Sent: Monday, November 4, 2024 1:01 PM
To: BCOLHELP CITZ:EX
Cc: Rebecca Hornby
Subject: FW: BC Registries Support Request - Account No. 13558 - no products/services on dashboard
Importance: High

 

You don't often get email from annalee.diguangco@aviva.com. Learn why this is important

[EXTERNAL] This email came from an external source. Only open attachments or links that you are expecting from a known sender.

 

Hello,

 

Further to my discussion with Mark today, my co-worker (Rebecca Hornby) and I are having trouble accessing our BC Registries Dashboard for the last few weeks (see numerous emails below).

 

I’m able to log-in and authenticate, but then I get this screen with a continuous running circle and it never goes anywhere. I have cleaned out my cache and cookies and tried to open in Chrome and Edge. I also got a new authenticator scan and re-authenticated, but still not working.

 

Our other co-worker Jenifer Glead is able to get on.

 

Can you please provide some help ASAP?

 

 

 

 

Thank you.

Annalee Diguangco

Paralegal for Ann Howell

E: annalee.diguangco@aviva.com

P: 604-643-7246

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

WE HAVE MOVED! Please note our new address above.

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

 

 

From: Annalee Diguangco
Sent: Monday, November 4, 2024 10:46 AM
To: Rebecca Hornby ; bcregistries@gov.bc.ca
Subject: RE: BC Registries Support Request - Account No. 13558 - no products/services on dashboard
Importance: High

 

Hello,

 

Rebecca and I still do not have access our BC Registries dashboard. Our IT department has checked our system and there is nothing blocking our end.

 

Can you please get back to me ASAP.

Annalee Diguangco

Paralegal for Ann Howell

E: annalee.diguangco@aviva.com

P: 604-643-7246

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

WE HAVE MOVED! Please note our new address above.

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

 

 

From: Rebecca Hornby
Sent: Wednesday, October 30, 2024 11:22 AM
To: bcregistries@gov.bc.ca; Annalee Diguangco
Subject: RE: BC Registries Support Request - Account No. 13558 - no products/services on dashboard

 

Hello,

 

Further to the below, I still cannot access my BC Registries dashboard (0 products). Can you kindly fix for us ASAP? Thanks!

 

Regards,
Rebecca

Rebecca Hornby

Paralegal for Lori Leung

P: 604-895-5628

E: rebecca.hornby@aviva.com

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

From: Annalee Diguangco
Sent: Wednesday, October 30, 2024 11:14 AM
To: Rebecca Hornby ; bcregistries@gov.bc.ca
Subject: RE: BC Registries Support Request - Account No. 13558 - no products/services on dashboard

 

Good morning,

 

I’m having trouble accessing my BC Registries Dashboard again (same issue as per below email). Can you please fix this ASAP.

 

Thank you.

Annalee Diguangco

Paralegal for Ann Howell

E: annalee.diguangco@aviva.com

P: 604-643-7246

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

WE HAVE MOVED! Please note our new address above.

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

 

 

 

From: Rebecca Hornby
Sent: Wednesday, October 23, 2024 12:05 PM
To: bcregistries@gov.bc.ca
Cc: Annalee Diguangco
Subject: RE: BC Registries Support Request - Account No. 13558 - no products/services on dashboard

 

Hi again,

 

Annalee Diguangco and I still cannot access anything on our BC Registries Dashboard (but Jenifer Gleed can).

When we try to access our products/services, it says “(0)” for both of us. Can you kindly fix this ASAP? Thank you.

 

 

Regards,
Rebecca

Rebecca Hornby

Paralegal for Lori Leung

P: 604-895-5628

E: rebecca.hornby@aviva.com

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

From: Rebecca Hornby
Sent: Tuesday, October 22, 2024 9:49 AM
To: bcregistries@gov.bc.ca
Subject: BC Registries Support Request - Account No. 13558

 

Good morning,

 

2 out of the 3 BC Registries users (Annalee Diguangco and myself) cannot access our accounts on BC Registries (e.g. Court Services Online) but Jenifer Gleed can. Are there issues with your system at the moment?

 

Regards,
Rebecca

Rebecca Hornby

Paralegal for Lori Leung

P: 604-895-5628

E: rebecca.hornby@aviva.com

Service Email: legalservicesvancouver@aviva.com

 

1300 – 475 Howe Street, Vancouver, BC, V6C 2B3 | www.avivatriallawyers.com

 

Aviva Trial Lawyers and staff are employees of Aviva Canada Inc.

 

We are a paperless office. Please send all documents electronically or contact us for a secure link.

 

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This message may contain confidential information and is intended only for the named recipient. Please do not forward this message to any other party or distribute it in any manner without prior approval of the sender. If you have received this message in error, telephone or email the sender immediately and delete this message and any attachment from your system.
For environmental concerns, please print this email only if necessary.

Ce message est à l'usage exclusif de son destinataire et peut contenir des renseignements confidentiels. Ne le transmettez à personne, de quelque façon que ce soit, sans l'autorisation de son expéditeur. Si vous avez reçu ce message par erreur, communiquez immédiatement avec l’expéditeur et supprimez le message ainsi que toutes pièces jointes de votre ordinateur.
À des fins de protection de l’environnement, veuillez imprimer le présent message seulement s’il est nécessaire de le faire.