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Articles

Unable to Login to Brightspace or myLoneStar
If you are unable to login to Brightspace or myLoneStar: Troubleshooting Check your connection. Confirm you have a working internet connection by attempting to load other websites (e.g. google.com, msn.com etc.) If you are u...
I Cannot Access My Online Classes
If you are unable to access your online courses, try these troubleshooting steps to correct the problem. Troubleshooting Try the following: Verify your PC or device has Internet access by loading other websites (e.g. www.yahoo.com...
Unable to Access the Student Orientation for Online Courses.
Troubleshooting Try the following: Look for the Student Orientation for Online Courses in the Resources area of the Brightspace course list. If you do not see the Student  Orientation for Online Courses, make sure you ...
Wrong Class Listed
You may see a course in your Brightspace course list that is similar to the one you signed up for but with a different section number.  Instructors have the ability to merge similar classes together. Also, at times due to enrollment...
My Class Is Missing
Troubleshooting Verify the course name and section number you enrolled in (e.g. PSYC-2301 1001). Verify the start date of the class. Try refreshing or restarting your browser to insure the page is up to date. Contact the Ser...
Cannot Find The Course Syllabus
Troubleshooting Look in the Brightspace Course. Check in the Overview module . Check in a module labeled Getting Started or Syllabus. Look in myLonestar. Find the  Quicklinks  widget ...
Unable To View Content
If you do not see a piece of content or any content in your course please try the following steps: Troubleshooting Make sure you are using an approved browser for Brightspace by D2L. See Supported browsers . ...
Currently Active Course Has No Content
If your course does not contain any content, please inform your instructor.  Contact the Instructor Email within the course. See  Using Classlist . Use our  Contact Directory  ...
Unable to Upload Recordings or Other Large Files to Assignment Dropbox
If you are unable to upload a recording or other large file to a dropbox, be aware the the file size limit for uploads to a dropbox is 250 MB.  Troubleshooting If that is not the problem, try the following: Make sure you ar...
If Access to Email & Pager is Blocked
If you cannot Access Brightspace Email: One of the quiz settings in D2L allows the instructor to disable access to communication tools within the course while a student is taking the quiz. If you are taking a quiz that has this setting enabled...
Unable to See Start a New Thread Button
If a discussion topic is available and unlocked, you should see a button labeled "Start a New Thread." If you can access a discussion but can’t start a new thread in it, the discussion’s permissions are set so that the dis...
Unable to Take a Quiz, Test or Exam
Contact the Service Desk Contact the Service Desk to document the problem and get an Incident number to relay to your instructor. The technician will document the issue and provide you with an incident number. Please have th...
LockDown Browser Froze While Taking an Exam
Troubleshooting Try the following: Use a  supported browser  to navigate to the exam and LockDown Browser will launch automatically when it is required. Avoid using wireless connections when taking tests if poss...
My Name is Incorrect in Brightspace
Troubleshooting Determine if your name is incorrect only in Brightspace; or is it also incorrect in myLoneStar .   If your name is incorrect in your student record on myLoneStar , you will need to provide documentation of your...
Having Trouble With Pulse
Troubleshooting I cannot find my organization or school when I search. If Lone Star College does not display in the list when you search, you can add it manually using its URL (https://d2l.lonestar.edu). This field is available ...
A Grade Is Incorrect
The Service Desk has no ability to change grades. If you believe a grade you have received is incorrect, contact the instructor. Contact the Instructor Email within the course. See Using Classlist . ...
Unable to View Videos
If a video is assigned, but you cannot see it or it does not play: Troubleshooting Try the following: Make sure you are using a supported browser:   Browsers Supported by Brightspace Contact the Servi...
Audio Content Will Not Play
If an audio is assigned, but you cannot see it or it does not play: Troubleshooting Try the following: Make sure you are using a supported browser:   Browsers Supported by Brightspace Contact the Serv...
What to Communicate to Your Instructor After You Contact the Service Desk
In an email to your instructor explain what happened and when. Include the Incident number that you received from the Service Desk . Contact the Instructor Email the instructor within the course. See  Using Clas...
Cannot Reply to Discussion Topic Questions
If you do not see the  Start a New Thread  button or the  Reply  button after clicking on an existing thread, the discussion topic may be locked. See also  Participating in Discussions . Troubleshooting ...
Cannot Reply to Thread in Discussions
If you do not see the Start a New Thread button or the Reply button after clicking on an existing thread, the discussion topic may be locked. See also Participating in Discussions . Troubleshooting Try the following...
My instructor Was Unable to Open The Document I Submitted
Occasionally an instructor cannot open a file submitted to a dropbox or attached to an email or discussion. This could be a corrupt file or simply saved in the wrong format. Troubleshooting Try the following: Make sure the file wa...
Unable to Open Assignment Dropbox
If you can see a dropbox , but it is not clickable, check the range of availability on the dropbox against your course schedule or syllabus. If you believe this to be an error, contact your instructor. Contact the Instructor ...
Unable to See Grades in Online Class
If you cannot see your grade in the tool or in Grades, contact your instructor. Contact the Instructor Email the instructor within the course. See  Using Classlist . Use our  Contact Directory &n...
Unable to Save Answers or Submit in a Quiz/Exam
If during a test, the Save or Submit buttons do not function, contact the service desk before closing the test if possible. Contact the Service Desk Contact the  Service Desk  to document the problem and get an  Incident...
Unable to See Content, Assignment or Assessment
If you cannot see an assignment, assessment or any content  Try the following: To find a reading assignment or instructions, go to Content in the Navbar, click on  Search Topics and insert a word from the title you...
Quiz Question Pictures Are Not Displaying
If you encounter a quiz question with a missing image, take a screen shot if you can. At least note the question number. Contact the Service Desk Contact the  Service Desk  to document the problem and get an  Incident &n...
Deleting an Assignment Dropbox Submission
A student cannot delete a file once submitted. Contact your instructor if you need to resubmit a file and are unable. The instructor will need to delete the original file.
Unable to Review Submitted Quiz or Exam
Troubleshooting Try the following: See Viewing Quiz Grades & Feedback . If you still cannot find the grade or feedback: Contact the Instructor Email within the course. See Using Classlist . ...