{"id":153,"date":"2021-01-08T14:32:51","date_gmt":"2021-01-08T19:32:51","guid":{"rendered":"https:\/\/carleton.ca\/brightspace\/?page_id=153"},"modified":"2025-05-22T14:58:55","modified_gmt":"2025-05-22T18:58:55","slug":"where-to-get-help-with-brightspace-2","status":"publish","type":"page","link":"https:\/\/carleton.ca\/brightspace\/where-to-get-help-with-brightspace-2\/","title":{"rendered":"Get Help with D2L Brightspace"},"content":{"rendered":"<p>Support for Brightspace at Carleton is provided by <a href=\"https:\/\/www.d2l.com\/\">D2L<\/a> and <a href=\"https:\/\/carleton.ca\/tls\">Teaching and Learning Services<\/a>. You can easily access technical support within Brightspace through the <a href=\"https:\/\/community.brightspace.com\/support\/s\/contactsupport\">Brightspace Service Desk<\/a>, where you will find documentation, training videos, live chat support, and more. You can also fill out the <a href=\"https:\/\/carleton.ca\/tls\/course-consultation\/\">Brightspace consultation request form<\/a> to schedule a one-on-one consultation with Teaching and Learning Services, or visit the <a href=\"https:\/\/itsjira.carleton.ca\/servicedesk\/customer\/portal\/15\">TLS Support Portal<\/a> to submit a support request. For real-time updates on the operational status of Brightspace and its integrations, visit the <a title=\"D2L Service Status\" href=\"https:\/\/status.d2l.com\/brightspace.carleton.ca\">D2L Service Status<\/a> page.<\/p>\n<p><\/p>\n<div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-quick-ways-to-explore-brightspace\" aria-expanded=\"false\" aria-controls=\"slideme-quick-ways-to-explore-brightspace\" class=\"slideme__heading slideme__trigger\">Quick Ways to Explore Brightspace<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-quick-ways-to-explore-brightspace\" aria-hidden=\"true\"><p><\/p>\n<p>Wondering how to get started in Carleton&#8217;s learning management system? Try some of these strategies to build your experience and confidence in the LMS.<\/p>\n<div>\n<ul>\n<li>Take a tour: watch the<a title=\"https:\/\/mediaspace.carleton.ca\/media\/Welcome+to+Brightspace+for+Instructors+%28TLS+Media+Channel%29\/1_n67a72pw\" href=\"https:\/\/mediaspace.carleton.ca\/media\/Intro+to+Brightspace+for+Instructors\/1_oo50nxvc\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"0\"> 8 minute instructor video tour of the interface<\/a><\/li>\n<li>Self-enroll in the\u00a0<a title=\"https:\/\/brightspace.carleton.ca\/d2l\/le\/discovery\/view\/course\/6658\" href=\"https:\/\/brightspace.carleton.ca\/d2l\/le\/discovery\/view\/course\/6658\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"1\"><span class=\"markjoqtdof4w\" data-markjs=\"true\" data-ogac=\"\" data-ogab=\"\" data-ogsc=\"\" data-ogsb=\"\">Brightspace<\/span>\u00a0Sample Course<\/a>\u00a0course and spend 10-15 minutes exploring a course and navigating around<\/li>\n<li><a title=\"https:\/\/carleton.ca\/brightspace\/instructors\/course-setup-guide\/\" href=\"https:\/\/carleton.ca\/brightspace\/instructors\/course-setup-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"2\">Use the Course Setup Checklist to start setting up a sandbox course<\/a> using the instructions linked on the checklist<\/li>\n<li>Listen to the stories of your colleagues in the Brightspace Pilot: <a href=\"https:\/\/mediaspace.carleton.ca\/media\/Brightspace+Showcase%2C+Instructor+Testimonials\/1_u086yadh\">Brightspace Journeys: Instructor Testimonial<\/a> video<\/li>\n<li><a title=\"https:\/\/carleton.ca\/edc\/course-design-express-intake-form\/\" href=\"https:\/\/carleton.ca\/tls\/course-consultation\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"3\">Sign up for a Course Consultation<\/a> to have a TLS Staff member give you a tour of any migrated course content or to give you ideas based on your syllabus<\/li>\n<li>Register for an online training session on the <a href=\"https:\/\/carleton.ca\/tls\/events-and-programs\/events\/\">TLS Events page<\/a><\/li>\n<\/ul>\n<p><\/p>\n<\/div>\n<p><\/p><\/dd><dl><\/div>\n<div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-getting-access-to-brightspace\" aria-expanded=\"false\" aria-controls=\"slideme-getting-access-to-brightspace\" class=\"slideme__heading slideme__trigger\">Getting Access to Brightspace<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-getting-access-to-brightspace\" aria-hidden=\"true\"><p><\/p>\n<p>Go to <a href=\"https:\/\/brightspace.carleton.ca\/\">brightspace.carleton.ca<\/a> and log in with your MyCarletonOne username and password.<\/p>\n<ul>\n<li><strong>Forgot your MyCarletonOne password? <\/strong>Go to\u00a0<a href=\"https:\/\/carleton.ca\/its\/help-centre\/confirm-account-registration\/\" target=\"_blank\" rel=\"noopener noreferrer\">myone.carleton.ca<\/a>, enter your username and click \u2018forgot password\u2019.<\/li>\n<li><strong>Need help Logging In to Brightspace?\u00a0 <\/strong>Contact the <a href=\"https:\/\/carleton.ca\/its\/contact\/\">ITS Service Desk<\/a> or visit the <a href=\"https:\/\/carleton.ca\/its\/help-centre\/\" target=\"_blank\" rel=\"noopener noreferrer\">online help centre<\/a>.<\/li>\n<\/ul>\n<table style=\"width: 100%; border-collapse: collapse; border-style: solid; border-color: #f0f0f0;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 9.93548%;\"><img decoding=\"async\" loading=\"lazy\" class=\"alignnone size-medium wp-image-692\" src=\"https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM-240x288.png\" alt=\"\" width=\"240\" height=\"288\" srcset=\"https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM-240x288.png 240w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM-160x192.png 160w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM.png 280w\" sizes=\"(max-width: 240px) 100vw, 240px\" \/><\/td>\n<td style=\"width: 90.0645%;\">\n<h3><strong>ITS Service Desk Contact<\/strong><\/h3>\n<p><\/p>\n<ul>\n<li><strong>Email<\/strong>:\u00a0<a href=\"&#109;&#x61;&#105;&#x6c;&#116;&#x6f;&#58;&#x69;&#116;&#x73;&#46;&#x73;e&#x72;v&#x69;c&#x65;&#46;&#x64;e&#x73;k&#64;&#x63;&#97;&#x72;&#108;&#x65;&#116;&#x6f;&#110;&#x2e;&#99;&#x61;\">&#105;&#x74;&#115;&#x2e;&#115;&#x65;r&#x76;i&#99;&#x65;&#46;&#x64;&#101;&#x73;k&#x40;c&#97;&#x72;&#108;&#x65;&#116;&#x6f;&#110;&#x2e;c&#x61;<\/a>\u00a0\u00a0<strong>(Monitored: Monday to Friday 8:30 am \u2013 7:30 pm)<\/strong><\/li>\n<li><strong>Phone:<\/strong>\u00a0613-520-3700<\/li>\n<li><strong>Chat:<\/strong>\u00a0<a href=\"https:\/\/carleton.ca\/its\/customerportal\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Portal<\/a><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><\/p><\/dd><dl><\/div>\n<div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-getting-help-with-brightspace\" aria-expanded=\"false\" aria-controls=\"slideme-getting-help-with-brightspace\" class=\"slideme__heading slideme__trigger\">Getting Help with Brightspace<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-getting-help-with-brightspace\" aria-hidden=\"true\"><p><\/p>\n<p>For Brightspace documentation and training videos, visit Carleton&#8217;s Brightspace support site or browse the <a href=\"https:\/\/documentation.brightspace.com\/EN\/instructors\/instructors.htm?tocpath=Instructors%7C_____0\">D2L Brightspace documentation<\/a>. You can also fill out the <a href=\"https:\/\/carleton.ca\/tls\/course-consultation\/\">Brightspace consultation request form<\/a> to schedule a one-on-one consultation with Teaching and Learning Services, or visit the <a href=\"https:\/\/itsjira.carleton.ca\/servicedesk\/customer\/portal\/15\">TLS Support Portal<\/a> to submit a support request.<\/p>\n<p><strong><em>Watch the video below for an overview of Carleton&#8217;s supported EdTech tools:<\/em><\/strong><br \/>\n<iframe loading=\"lazy\" id=\"kmsembed-1_5l57i5ww\" class=\"kmsembed\" title=\"Supported Educational Technology at Carleton University\" src=\"https:\/\/mediaspace.carleton.ca\/embed\/secure\/iframe\/entryId\/1_5l57i5ww\/uiConfId\/36153741\/st\/0\" width=\"640\" height=\"360\" frameborder=\"0\" sandbox=\"allow-downloads allow-forms allow-same-origin allow-scripts allow-top-navigation allow-pointer-lock allow-popups allow-modals allow-orientation-lock allow-popups-to-escape-sandbox allow-presentation allow-top-navigation-by-user-activation\" allowfullscreen=\"allowfullscreen\"><\/iframe><br \/>\n<\/p><\/dd><dl><\/div>\n<div class=\"slideme\"><dl class=\"slideme__list\"><dt class=\"slideme__term\"><a href=\"#slideme-checking-if-your-browser-is-compatible-with-brightspace\" aria-expanded=\"false\" aria-controls=\"slideme-checking-if-your-browser-is-compatible-with-brightspace\" class=\"slideme__heading slideme__trigger\">Checking if your Browser is Compatible with Brightspace<\/a><\/dt><dd class=\"slideme__description\" id=\"slideme-checking-if-your-browser-is-compatible-with-brightspace\" aria-hidden=\"true\"><p><\/p>\n<p><span lang=\"en-US\">Brightspace is compatible on desktop computers with the latest browser versions of\u00a0<\/span><span lang=\"en-US\"><b>Google Chrome, Mozilla Firefox, Apple Safari\u00a0<\/b><\/span><span lang=\"en-US\">and\u00a0<\/span><span lang=\"en-US\"><b>Microsoft Edge.\u00a0<\/b><\/span><span lang=\"en-US\">Ensure that your browser is always kept updated to the latest version.<\/span><span lang=\"en-US\"> To check which browser version you are using, visit <strong><a href=\"https:\/\/www.whatsmybrowser.org\/\">What&#8217;s My Browser<\/a><\/strong>.<\/span><\/p>\n<p><span lang=\"en-US\">Compatibility with mobile devices and tablets is limited by the type of device used.\u00a0<\/span><span lang=\"en-US\"><b>Safari\u00a0<\/b><\/span><span lang=\"en-US\">(for Apple devices) and\u00a0<\/span><span lang=\"en-US\"><b>Chrome (for Android devices)\u00a0<\/b><\/span><span lang=\"en-US\">are the only supported mobile browsers<\/span><span lang=\"en-US\"><b>.\u00a0<\/b><\/span><span lang=\"en-US\">Mobile browsers should also be kept updated to the latest version.<\/span><span lang=\"en-US\"><b>\u00a0<\/b><\/span><\/p>\n<p><span lang=\"en-US\">If you attempt to access Brightspace using older versions of the supported browsers, you may experience errors and broken functionality. Brightspace will provide a warning when you attempt to access through an outdated browser.<\/span><span lang=\"en-US\">\u00a0<\/span><\/p>\n<p><span lang=\"en-US\">\u00a0<\/span><span lang=\"en-US\">Unsupported browsers are blocked by Brightspace due to the security risk and performance issues that they may create.<\/span><span lang=\"en-US\">\u00a0<\/span><\/p>\n<p><span lang=\"en-US\">For further information about Brightspace browser requirements, please refer to this<strong> <a href=\"https:\/\/documentation.brightspace.com\/EN\/brightspace\/requirements\/all\/browser_support.htm\">browser support guide<\/a><\/strong>.<\/span><span lang=\"en-US\"> You can also <strong><a href=\"https:\/\/community.desire2learn.com\/d2l\/systemCheck\">perform a system check<\/a><\/strong> to ensure that your browser is compatible with Brightspace.<\/span><\/p>\n<p>For real-time updates on the operational status of Brightspace and its integrations, visit the <a title=\"D2L Service Status\" href=\"https:\/\/status.d2l.com\/brightspace.carleton.ca\">D2L Service Status<\/a> page.<\/p>\n<p><\/p><\/dd><dl><\/div>\n<p><\/p>\n<p><\/p>\n<table style=\"width: 100%; border-collapse: collapse; border-style: solid; border-color: #f0f0f0;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%; border-style: solid; border-color: #f5f5f5;\"><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignnone wp-image-692 \" src=\"https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM.png\" alt=\"\" width=\"144\" height=\"173\" srcset=\"https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM.png 280w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM-240x288.png 240w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/Screen-Shot-2022-01-17-at-3.11.53-PM-160x192.png 160w\" sizes=\"(max-width: 144px) 100vw, 144px\" \/><\/td>\n<td style=\"width: 50%;\">\n<h3><strong>Teaching and Learning Services Contact<\/strong><\/h3>\n<p><strong>***Office Hours: Monday to Friday, 8:30-4:30 ***<\/strong><\/p>\n<ul>\n<li><strong>Educational technology support<\/strong> &#8211;\u00a0 <a href=\"https:\/\/itsjira.carleton.ca\/servicedesk\/customer\/portal\/15\">TLS Support Portal<\/a><\/li>\n<li><strong>Individual consultation &#8211; <\/strong><a href=\"https:\/\/carleton.ca\/tls\/course-consultation\/\">consultation request\u00a0<\/a><\/li>\n<li><b>Workshops <\/b>&#8211;<a href=\"https:\/\/carleton.ca\/tls\/events-and-programs\/events\/\">TLS events page<\/a><\/li>\n<li><strong>Recorded Workshops <\/strong>&#8211; <a href=\"https:\/\/mediaspace.carleton.ca\/category\/Carleton+University+Galleries%3EBrightspace%3EBrightspace+for+Instructors\/204535783\">Brightspace Channel<\/a><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<table style=\"width: 100%; border-collapse: collapse; border-style: solid; border-color: #f0f0f0;\" border=\"1\">\n<tbody>\n<tr>\n<td style=\"width: 50%; border-style: solid; border-color: #f5f5f5;\"><\/p>\n<p><\/p>\n<h2><strong><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-694 alignleft\" src=\"https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/images.png\" alt=\"\" width=\"248\" height=\"64\" srcset=\"https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/images.png 443w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/images-240x62.png 240w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/images-400x103.png 400w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/images-160x41.png 160w, https:\/\/carleton.ca\/brightspace\/wp-content\/uploads\/images-360x93.png 360w\" sizes=\"(max-width: 248px) 100vw, 248px\" \/><\/strong><\/h2>\n<p><\/td>\n<td style=\"width: 50%;\">\n<h3><strong>D2L Brightspace Technical Support Contact<\/strong><\/h3>\n<p><strong>***Available 24 hours a day, 7 days a week, 365 days a year***<\/strong><\/p>\n<p><\/p>\n<ul>\n<li><strong>EMAIL:<\/strong> Fill out the <strong><a href=\"https:\/\/community.brightspace.com\/support\/s\/contactsupport\">Email Support Request Form<\/a><\/strong><\/li>\n<li><strong>PHONE:\u00a0<\/strong>1-877-325-7778<\/li>\n<li><strong>LIVE CHAT:<\/strong> Go to the <a href=\"https:\/\/community.brightspace.com\/support\/s\/\">Brightspace Community<\/a>, then click CHAT WITH SUPPORT.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><strong>D2L Brightspace Support Service Information<\/strong><\/h3>\n<p>Below are the Brightspace support service agreements for Instructors, TAs, and Students.<\/p>\n<table style=\"height: 245px; width: 100%; border-collapse: collapse; border-style: solid; border-color: #bababa;\" border=\"1\">\n<tbody>\n<tr style=\"height: 61px;\">\n<td style=\"width: 30.7362%; border-style: solid; border-color: #bababa; height: 61px; background-color: #f0f0f0;\"><strong>Telephone<\/strong><\/td>\n<td style=\"width: 69.2638%; height: 61px;\">\n<ul>\n<li>1-877-325-7778<\/li>\n<li>24 hours a day, 7 days a week, 365 days a year.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 80px;\">\n<td style=\"width: 30.7362%; border-style: solid; border-color: #bababa; height: 80px; background-color: #f0f0f0;\"><strong>Email<\/strong><\/td>\n<td style=\"width: 69.2638%; height: 80px;\">\n<ul>\n<li>Incidents can be submitted 24 hours a day, 7 days a week, 365 days a year.<\/li>\n<li>Helpdesk will respond 24 hours a day, 7 days a week, 365 days a year.<\/li>\n<li>For email support, fill out the <a href=\"https:\/\/community.brightspace.com\/support\/s\/contactsupport\">Support Request Form<\/a>.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 56px;\">\n<td style=\"width: 30.7362%; border-style: solid; border-color: #bababa; height: 56px; background-color: #f0f0f0;\"><strong>Chat<\/strong><\/td>\n<td style=\"width: 69.2638%; height: 56px;\">\n<ul>\n<li class=\"font_9\">24 hours a day, 7 days a week, 365 days a year.<\/li>\n<li>To chat with a Brightspace agent, go to the <a href=\"https:\/\/community.brightspace.com\/support\/s\/\">Brightspace Community<\/a> and click CHAT WITH SUPPORT in the lower-right corner.<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 24px;\">\n<td style=\"width: 30.7362%; border-style: solid; border-color: #bababa; height: 24px; background-color: #f0f0f0;\"><strong>Service Level Objectives<\/strong><\/td>\n<td style=\"width: 69.2638%; height: 24px;\">\n<ul>\n<li>80% within the time shown<\/li>\n<li>Email response: 24 hours<\/li>\n<li>Phone response: 45 seconds<\/li>\n<li>Chat response: 60 seconds<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr style=\"height: 24px;\">\n<td style=\"width: 30.7362%; height: 24px; background-color: #f0f0f0; border-style: solid; border-color: #bababa;\"><strong>Languages<\/strong><\/td>\n<td style=\"width: 69.2638%; height: 24px; border-style: solid; border-color: #bababa;\">\n<ul>\n<li>English, Spanish, Brazilian Portuguese<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>Support for Brightspace at Carleton is provided by D2L and Teaching and Learning Services. You can easily access technical support within Brightspace through the Brightspace Service Desk, where you will find documentation, training videos, live chat support, and more. You can also fill out the Brightspace consultation request form to schedule a one-on-one consultation with [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","_mi_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":"","_links_to":"","_links_to_target":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Get Help with D2L Brightspace - Brightspace<\/title>\n<meta name=\"description\" content=\"Support for Brightspace at Carleton is provided by D2L and Teaching and Learning Services. 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