This page provides answers to some of your burning questions when it comes to upgrading your D2L product. Have a question we missed? Post it in the comments section and we will get back to you as soon as possible.
1. How do I request my Capture Portal upgrade?
You need to schedule your upgrade in the Service Catalog. We've made the process quick and easy. Go to Capture Upgrade Request
2. How long is the waitlist for an upgrade?
You can choose your upgrade date when scheduling in the calendar; we will contact you if rescheduling is necessary
3. How long does it take to upgrade?
We reserve 4 hours for upgrade appointments
4. Will anything be lost in the upgrade?
5. Is there service downtime in the upgrade?
You may experience up to 10 minutes of downtime on the Capture Portal, but you will still be able to view videos during that time frame. However, it is recommended not to publish or run a live event during the upgrade window.
6. I don’t have a Service Catalog account, what do I do?
Please contact your D2L representative
7. I don't know who my D2L representative is; is there someone else I can reach out to?
Of course! Get in touch with Global Customer Success at customersuccess_global.com
8. How do I know which version of Capture I'm using?
This is a great opportunity to check both your Capture Portal version and your Capture Encoder version. They should be the same, but since they are updated independently, we have seen occurrences where the versions did not match.
A. To check your Capture Portal version, type this in your web browser:
http://portal_name/res/build.txt, where portal_name represents your Capture portal URL.
Using the hypothetical Capture portal site
http://hosting.desire2learncapture.com/demo/1.aspx or http://hosting.desire2learncapture.com/demo
the green portion is the portal_name. To find the portal version, type
into your browser and click enter
B. To check your Capture Encoder version, open your Capture Encoder and click About. If there is no About section, you are either on an older version of Capture or have not yet obtained the matching version for your Capture portal if recently upgraded. The first two digits of your Encoder version should match your Portal version.