Clearing your browser's cache and cookies is the most basic and effective way to resolve browser-based issues with Brightspace. Follow the steps below to learn how to clear your browser's cache and cookies:

1. Google Chrome:

   1. In Chrome, click on the 3 dots in the top right of the window

   2. Select "Delete Browsing Data"

   3. Select your time range (Last 7 Days or Last 4 Weeks are recommended)

   4. Ensure both "Cookies and other site data" and "Cached images and files" are selected

   5. Adjust any other settings as needed, and click "Delete from this device"

   6. Close your browser and reopen it

2. Safari:

   1. In Safari, choose "Safari" from the menu at the top of the screen

   2. Select "Settings" and then "Privacy"

   3. Click "Manage Website Data"

   4. Select one or more websites, and click "Remove"

3. Edge:

   1. In Edge, click on the 3 dots in the top right of the window

   2. Select "Delete browsing data"

   3. Select your time range (Last 7 Days or Last 4 Weeks are recommended)

   4. Ensure both "Cookies and other site data" and "Cached images and files" are selected

   5. Adjust any other settings as needed, and click "Clear Now"

   6. Close your browser and reopen it

4. Firefox:

   1. In Firefox, click the 3 lines in the top right of the window

   2. Select "Settings"

   3. Click on "Privacy and security"

   4. Go to the Browsing Data section

   5. Click "Clear browsing data"

   6. Ensure both "Cookies and site data" and "Temporary cached files and pages" are selected

   7. Adjust any other settings as needed, and click "Clear"

Using a different browser? Many browsers have similar steps to clear cache and cookies, but you can always search for answers using your preferred search engine.

Clearing your browser's cache and cookies is the most basic and effective way to resolve browser-based issues with Brightspace. Follow the steps below to learn how to clear your browser's cache and cookies:

1. Google Chrome:

   1. In the Chrome app, tap the 3 dots in the bottom right

   2. Tap "Delete Browsing Data"

   3. Select your time range (Last 7 Days or Last 4 Weeks are recommended)

   4. Ensure both "Cookies and other site data" and "Cached images and files" are selected

   5. Tap "Delete data"

2. Safari:

   1. Open "Settings"

   2. Tap "Apps" and then tap on "Safari"

   3. Scroll down and tap "Clear History and Website Data"

   4. Select a timeframe

   5. Tap "Clear History"

3. Edge:

   1. In Edge, tap the 3 dots

   2. Tap "Settings"

   3. Tap "Privacy and Security" and then "Delete browsing data"

   4. Select your time range (Last 7 Days or Last 4 Weeks are recommended)

   5. Ensure both "Cookies and other site data" and "Cached images and files" are selected

   6. Adjust any other settings as needed, and click "Clear"

4. Firefox:

   1. In Firefox, tap the menu

   2. Select "Settings"

   3. Tap "Delete Browsing Data" (Android) or "Data Management" (iOS)

   4. Select "Cookies" and "Cache"

   5. Tap "Clear Data" (Android) or "Clear Private Data" (iOS)

Using a different browser? Many browsers have similar steps to clear cache and cookies, but you can always search for answers using your preferred search engine.

Browsers often update on a regular basis to implement new features and tools to improve performance, add experiences, and upgrade security. However, to comply with these updates, some websites and platforms may require the latest available update to perform as expected. Follow the steps below to learn how to update your browser:

1. Google Chrome:

   1. In Chrome, click on the 3 dots in the top right of the window

   2. Click on "Help"

   3. Select "About Google Chrome"

   4. If a new update is available, wait for it to finish updating and click "Relaunch" to complete the update

2. Safari:

   1. Safari automatically updates with the operating system. Use the links below to learn how to update to the latest version of MacOS or iOS:

      1. Mac: Update macOS

      2. iPhone: Update iOS

      3. iPad: Update iPadOS

3. Edge:

   1. In Edge, click the 3 dots in the top right of the window

   2. Select "Help and Feedback"

   3. Click "About Microsoft Edge"

   4. If a new update is available, click "Download and install"

   5. Click "Restart" to complete the update

4. Firefox:

   1. In Firefox, click the 3 lines in the top right of the window

   2. Click "Help and report"

   3. Select "About Firefox"

   4. If an update is available, wait for it to finish and click "Restart to Update Firefox"

Please note that some computers and operating systems may not support all versions of a browser. Ensure your device is capable of running the latest available version of the browser you are using. If a browser has not been updated in a while, it may be too old to update itself. If a browser is not capable of updating, you will need to uninstall it and install the latest version of the browser from the browser's website.

Using a mobile browser? Update the browser's app using the app store that you downloaded it from.

Using a different browser? Many browsers have similar steps to clear cache and cookies, but you can always search for answers using your preferred search engine.

Many browsers allow you to install useful extensions that enhance your browsing experience, however, some may cause issues with certain websites and platforms depending on what they have access to. You may learn more about how to use and manage extensions using the links below:

• Chrome Extensions

• Safari Extensions

• Edge Add-Ons

• Firefox Add-Ons

Here are some common issues you may experience with extensions:

• My Honorlock is not launching/working: Proctoring extensions do not allow other proctoring extensions to be enabled at the same time in the browser. Ensure that all other proctoring extensions are disabled and/or removed so that Honorlock can be installed and enabled.

• I am seeing a TinyMCE license error in Brightspace: Some marketing extensions, such as Survey Junkie, intercept data on websites and can cause issues for text fields. Disabling and/or removing these extensions should resolve this issue. In some cases, you may need to uninstall apps on your device that operate in the same way.

• Can't upload a file to an Assingment: Double-check the error message that you receive from Brightspace, as it may indicate why a file could not be uploaded.  The most common issues are:

  • This file extension is not allowed: Your instructor has restricted the file types that are allowed to be uploaded to this assignment. Check the "Allowable File Types" section above the upload section, or reach out to your instructor if you have questions.

  • File could not be uploaded: File names with special characters (such as @, #, $, -) can cause this error to occur when uploading a file. Make sure to remove any special characters from the file name, and then you should be able to upload the file to your assignment.

  • I have 2 files but can only upload 1:  Your instructor has restricted the assignment to only allow a specific number of files to be uploaded. Check the assignment instructions or contact your instructor if you have questions on how to submit your assignment.

• Can't submit a written assignment: In some rare cases, you may be trying to submit a written assignment but receive the following error: "Your work could not be submitted". If you receive this error message, ensure your assignment is still available, clear your browser's cache and cookies, update your browser, and ensure you do not have any extensions that may be conflicting with the Assignment tool.

• I accidentally submitted the wrong file: Reach out to your instructor and let them know which assignment you accidentally submitted the wrong file to. They should be able to reset your attempt and allow you to resubmit the correct file.

• I accidentally submitted my quiz attempt before answering all the questions: Reach out to your instructor and let them know which quiz you accidentally submitted your attempt for. They should be able to reset your quiz attempt and allow you to have another attempt.

• My quiz shows I have an attempt with no answers: If your instructor set up a timer for a quiz, it is likely that you started an attempt but closed the window. With timed quizzes, the timer will continue to run down even if you are not in the quiz, as the timer starts as soon as you start a quiz attempt. If this happens, reach out to your instructor and let them know which quiz you accidentally began an attempt on. Your instructor can then reset your attempt to remove the attempt score.

• I can't complete my quiz because the timer ran out: If your instructor enabled a timer for a quiz, they may also have set the quiz to stop an attempt in progress and/or submit the quiz once the timer has run out. Ensure you give yourself enough time to complete a quiz.

• I opened a quiz with a timer, but I can't go back and finish my attempt: With timed quizzes, the timer will continue to run down even if you are not in the quiz, as the timer starts as soon as you start a quiz attempt. If this happens, reach out to your instructor and let them know which quiz you accidentally began an attempt on. Your instructor can then reset your attempt.

• I don't see other students' posts: Your instructor may have set a Discussion Topic to require you to post a Thread before you can see and reply to other students' posts. Click "Start a new Thread" to start your post, and click "Post" when done. Once your thread is posted, you will be able to see other students' posts and be able to reply to them.

• I can't see where to post my Discussion: Click "Start a new Thread" to open the text editor. Enter your post, any attachments that you may need, and click "Post" when done.

• I don't see a reply option for other posts: Click on another student's post title, and click "Reply to Thread" to create a reply.

Many third-party tools in Brightspace will appear as External Learning Tools (ELTs) in your course's Content. These items can be simple activities from H5P, or they can be textbook integrations from various publishers, such as McGraw Hill, Pearson, and Cengage. Follow the information below to troubleshoot common issues with ELTs:

• H5P:

  • I filled out all of the fields, but I didn't receive a score: H5P activities often require you to click a "Submit" button to submit your attempt. If you do not see this button, ensure you complete every questions/step and you may need to scroll to see the button in the activity window.

  • I am trying to complete a drag-and-drop activity on my phone, but I can't place the answers: H5P can experience issues on mobile devices due to screen size, causing the image to be too small to drag answers to a target zone. To get around this, tap on the answer, navigate to the target zone, and tap on the target zone to place the answer.  Please note that tapping away from the target zone may deselect the answer you are trying to move.

  • I get an error message when I try to complete the activity: If you click on an H5P activity and receive an error message, please reach out to your instructor and see if they can check on the activity. 

• Textbook Integration:

  • I don't know which links to click on to find my textbook/textbook integration: Most integrations will be added as an External Learning Tool link. These links will be visible in the Content section of your course, and can be identified with the External Learning Tool tag (Lego icon).

  • I am being asked for an access code, but I'm not sure what that is: Almost all textbook integrations will require you to purchase an access code to access the course's materials. Depending on your enrollment, you may need to do the following:

    • Credit Students: Your textbooks and access codes can be purchased from the NICC Online Bookstore. Once purchased, please visit our Accessing My Textbooks page to learn how to redeem your access code. If you experience any issues with your purchases or access code, reach out to VitalSource Support here.

    • High School Students: High schools will often purchase and issue codes to all students. If you did not receive your access code or cannot find it, reach out to the person who helped you sign up for college classes.

  • I clicked on a link, but it is taking me to an error message or a blank screen: Ensure your browser has third-party cookies, pop-ups, and redirects allowed. If those are both enabled, try clearing your browser's cache and cookies, and ensure your browser has the latest updates.

  • I had access, but then it says I need to enter an access code: It is likely that you were using the temporary access feature, which typically gives you a fixed amount of time to access and complete work before entering an access code. When this time has expired, make sure to enter the access code that you purchased. If you entered an access code but lost access to the integration before the course ended, reach out to the publisher's support team to see if they can look into your account and code.

• I don't see any content in my course: If you do not see anything when you click on Content, reach out to your instructor directly via their contact information in the course syllabus.

• I went through a Module, but I don't see what's next: Some instructors use different methods to automatically or manually release content. Double-check your course syllabus or the module instructions for information regarding content access. If you cannot find this information, reach out to your instructor.

• Brightspace shows my Module as complete, but I received a 0 and/or feedback from my instructor that I did not complete an activity: 

  • Brightspace Completion Tracking: While Brightspace's automated tracking feature can help you see where you last left off in a Module, it may show an activity as complete even if it has no submissions. It is recommended that all students carefully review activities to ensure they are completed before moving on.

  • Content Release Conditions: Some instructors use different methods to release content items within a module. Check the module instructions or course syllabus for any details to see how content is released. If you cannot find this information, reach out to your instructor.

• I submitted an activity, but I don't see any points for it: Some activities require manual grading before they are posted in the grade book. Contact your instructor if you have any questions about a grade value or a missing grade in your grade book.

• I received feedback, but I can't see it in the gradebook: Some activity types will display instructor feedback in the grade area, however, certain activities may require you to go directly to the tool to see feedback. Go to More Tools, select the activity tool, and find your submission to see feedback on the activity.

• I am confused about the points I received: Reach out to your instructor if you feel that point totals are not matching or if you believe there was a mistake.

• I see that I received a grade, but I can't find it in the gradebook: Some grade items may be hidden or conditionally released by your instructor. Reach out to your instructor if you have any questions about grades in your course.

• I get an error when I click on the syllabus link: It is possible the syllabus is not ready yet. Reach out to your instructor to let them know you cannot see the syllabus.

• There are links in the syllabus, but they aren't working: Reach out to your instructor and let them know the links are not working.