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:

1. Verify your PC or device has Internet access by loading other websites (e.g. YouTube, MSN).
2. Verify the start date of the course.
   • Students will not be able to enter a course until the start date of the course has arrived.
   • And if instructors have not activated the course, students cannot see it.
3. Make sure you are using an approved browser.
   • See Browsers Supported by Brightspace.
4. Clear the browser's temporary Internet files. 
   1. If you are unfamiliar with this process, please refer to the Browser Cache Clear instructions (Be sure to set the Time Range to [All Time] for the last step)
   2. You can also contact the IT Service Desk for assistance for this process.
5. Close and re-open your browser.
6. Reboot your PC or device and try to access the course again.

Contact the IT Service Desk

1. Contact the IT Service Desk to document the problem and get a Ticket number to relay to your instructor.
2. The technician will document the issue and provide you with a Ticket number.

Please have the following information ready:

• Class name with section number (e.g. PSYC-2301 1001).
• Browser and version you are using (e.g. Chrome, Firefox ESR 43.0.1 etc).
• Note the steps you took so the technician can duplicate the problem.
• Note any error messages exactly. Take a screenshot if possible.
• Provide your instructor with the ticket number.

Call 281.318.HELP (4357) or (toll-free 866.614.5014)

Contact the Instructor

• Email within the course.
  • See Using Classlist.
• Use our Contact Directory to locate your instructor's contact information.
• Provide your instructor with the incident number.