D2L Brightspace Student Help Guide

Summary

A guide to help solve the most common D2L issues students experience.

Body

Quick Solutions for Common D2L Problems

This guide will help solve the most common issues students experience.

1. I Can't Log In

Possible Causes

  • Incorrect StarID/username or password
  • Expired password
  • Browser issues
  • System outage

What to Do

  1. Verify your username and password.
  2. Check that Caps Lock is off.
  3. Try a different browser (Chrome or Edge recommended).
  4. Clear your browser cache and cookies.
  5. If you still cannot log in, contact the Help Desk.

Before Contacting Support

Have the following ready:

  • Your StarID or username
  • The exact error message
  • A screenshot if possible

2. My Course Is Missing

Possible Causes

  • You are not yet enrolled.
  • The course has not started.
  • The instructor has not made the course available.

What to Do

  1. Check the semester start date.
  2. Look in the Course Selector (waffle icon) or My Courses widget.
  3. Wait up to 30 minutes after registration changes.
  4. Contact your instructor if the course should already be available.

3. I Cannot Find Course Content

Possible Causes

  • Release conditions are not met.
  • Content is hidden until a specific date.
  • Previous modules must be completed first.

What to Do

  1. Check the unit for availability dates.
  2. Complete any required activities.
  3. Review instructor announcements.
  4. Contact your instructor if content appears unavailable in error.

4. My Assignment Won't Upload

Possible Causes

  • Unsupported file type
  • File too large
  • Slow internet connection
  • Browser issue

What to Do

  1. Save your work before submitting.
  2. Remove all special characters from the file name.
  3. Verify the correct file is attached.
  4. Wait for the upload to complete.
  5. Confirm you receive a submission receipt.
  6. Try a different browser if submission fails.

Best Practice

Submit assignments early whenever possible.

5. I Can't Access a Quiz

Possible Causes

  • Quiz has not opened yet.
  • Quiz deadline has passed.
  • Special access settings are required.

What to Do

  1. Check availability dates.
  2. Review quiz instructions carefully.
  3. Ensure a stable internet connection.
  4. Contact your instructor immediately if you experience technical difficulties during the quiz.

6. I'm Not Getting Notifications

Possible Causes

  • Notifications are turned off.
  • Email address is incorrect.
  • Pulse app notifications are disabled.

What to Do

  1. Open Account Settings under your profile picture.
  2. Review notification preferences.
  3. Verify your email address.
  4. Enable notifications in the Brightspace Pulse app and on your mobile device.

7. I Can't See My Grades

What to Do

  1. Open the course.
  2. Select Grades from the course navigation.
  3. Review grade feedback provided by your instructor.
  4. Contact your instructor if an expected grade is missing.

Helpful Tip

The Pulse app may show grade notifications, but the complete gradebook is available within the course.

8. Brightspace Pulse App Is Not Working

What to Do

  1. Update the app.
  2. Verify you selected the correct institution.
  3. Confirm your login credentials.
  4. Restart the app.
  5. Reinstall the app if necessary.

Note

Some course activities open in a web browser and cannot be completed directly in the mobile app.

9. External Learning Tools Won't Open

Examples:

  • Zoom
  • Publisher content
  • McGraw Hill
  • Pearson
  • Kaltura videos

What to Do

  1. Allow pop-ups in your browser.
  2. Disable pop-up blockers.
  3. Use Chrome or Edge.
  4. Confirm your external account is connected properly.
  5. Contact your instructor if access is still unavailable.

10. D2L Is Running Slowly

What to Do

  • Use an updated browser.
  • Close unnecessary browser tabs.
  • Clear browser cache and cookies.
  • Restart your browser.
  • Try another device if available.

Recommended Browsers

  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari (Mac)

Student Success Checklist

Before classes begin:

☐ Test your D2L login

☐ Install the Brightspace Pulse app

☐ Enable notifications

☐ Verify your email address

☐ Locate all courses

☐ Review course syllabi

☐ Complete the Student Orientation to D2L Brightspace

  • Learn how to navigate Brightspace
  • Learn how to submit assignments
  • Learn how to post discussions
  • Learn how to submit quiz attempts
  • Learn how to check grades

☐ Save Help Desk contact information

When Contacting Technical Support

Please include:

  • Your name and student ID
  • Course name and section
  • Screenshot of the problem
  • Date and time the issue occurred
  • Browser and device being used
  • Steps you already tried

Providing this information helps support staff resolve issues more quickly.

Need More Help?

If the issue involves:

  • Course content
  • Grades
  • Assignments
  • Discussions
  • Quiz settings

Contact your instructor first.

If the issue involves:

  • Login problems
  • System errors
  • Brightspace access
  • Technical difficulties

Contact your institution's IT Help Desk.

Remember: Most issues can be resolved by checking course registration, course availability dates, verifying login information, updating your browser, or restarting your computer.

Details

Details

Article ID: 29679
Created
Wed 9/2/26 11:21 AM
Modified
Wed 9/2/26 12:14 PM