Information Technology Support

The School of Continuing Studies has an Information Technology support team that is available to assist you with computing questions and problems. Send an email to itscs@yorku.ca or fill out the form below for support. Please be sure to include the following so that we can better assist you:
  • Your full name
  • Your student number (if you are a current student)
  • Your question, or a description of the problem you are facing
  • The address of the web page where the problem occurred (if applicable)
  • A copy (text or screenshot) of any error messages you have received

Hours of Support and Response Time

Monday to Friday 8:30 AM - 4:30 PM

Friday 8:30 AM - 3:30 PM (June to August only)

Expected response time is 1 business day.

What We Support

The School's IT support team can assist with the following:

  • General computing
    • Computers
    • Software
    • Wi-Fi
    • Printing
  • Secure computing
    • Antivirus software
    • Virtual private network (VPN)
    • Best practices for secure computing
  • Accounts and access
  • School systems (e.g. Moodle, Destiny, Zoom)
  • Online proctoring

Please refer to these other groups for support with the following (not supported by the School's IT support team):

Registration and certificate inquiries for Professional Education certificates regscs@yorku.ca
Academic inquiries for post-graduate and online certificate programs cpehelp@yorku.ca
Registration and academic inquiries for English Language Institute (YUELI) programs yueli@yorku.ca
IT issues and inquiries related to undergraduate/graduate York University courses askit@yorku.ca

Contact Support

  • Current students and staff only
  • Urgent requests are those that are very time-sensitive, or involve an immediate impact to a critical event or service, or a widespread impact.
  • Drop files here or
    Accepted file types: jpg, gif, jpeg, png, pdf, tiff, 7z, zip, doc, docx, xls, xlsx.
    Upload screenshot(s) or support document(s), if necessary
Contents:

General Questions

How can I setup or activate my Passport York account?

Refer to our how-to guide How to Activate your Passport York Account for detailed steps and instructions.

How can I access Wi-Fi on campus?

Refer to our how-to guide Connect to Wi-Fi for detailed steps and instructions.

Why am I not able to connect to Wi-Fi on campus, even though I was connected before?

This will occur if you have recently changed your Passport York password. In order to connect to Wi-Fi again: 1. Go to Wi-Fi settings on your device 2. Choose the AirYorkPLUS wireless network, and click Forget Network 3. Go back to Wi-Fi settings, choose a York network to connect to by entering in your Passport York username and new password Refer to our how-to guide Connect to Wi-Fi for detailed steps and instructions.

I have forgotten my Passport York password. How can I reset my password?

Refer to our how-to guide Reset your Passport York password.

How can I access the School of Continuing Studies and English Language Institute (YUELI) Moodle?

Refer to our how-to guide Sign in to Moodle for detailed steps and instructions. Note: This Moodle hosts any YUELI, CPE programs you may be enrolled in at the School of Continuing Studies.

How can I access the York University Moodle for Undergraduate/Graduate programs?

  1. Browse to https://moodle.yorku.ca
  2. Sign in with your Passport York username and password
Note: This Moodle hosts any undergraduate or graduate programs you may be enrolled in at York University.

How can I install Microsoft Office on my device?

Please follow the steps below:
  1. Sign in to the Office365 Portal at https://portal.office.com or refer to our how-to guide Sign in to Office365 for detailed steps and instructions
  2. Select Install Office at the top-right of the page
  3. Download and open the Microsoft Office installer
Note: You can install Microsoft Office on up to five devices while you are currently studying or working at York University.

Why do I need to set up my Security Questions?

Setting your security questions will allow you to reset your password online, if needed.

How can I setup my student security questions?

Visit the student security questions setup page. Setting your security questions will allow you to reset your password online, if needed.

I have forgotten my student number. How can I obtain it?

Please contact our IT team and provide your full name and the name of your program, requesting your student number.

Do I need Passport York to order a grade report or certificate?

Once you are no longer an active student your Passport York account will expire. However, you can still sign in with your student number and the password you set at the time of registration. Refer to our how-to guide Sign in to the Student Portal or contact our IT team if you need a password reset.

What are the preferred browsers that you support?

With our website and Student Portal, we recommend Chrome, Firefox, Edge or Safari, for the best experience. For the purposes of online exam proctoring, you may be asked to use Chrome or Firefox to write an exam.

How can I view recorded class sessions (Zoom recordings)?

Refer to our how-to guide for detailed steps and instructions. Note, you must be signed in to your York University Zoom account to view recorded sessions.

Application and Payment

How can I submit a website link (URL) on my application form if I receive an error?

If your link is not accepted, please use a free link shortening service with these steps:

  1. Browse to https://tinyurl.com/
  2. Paste your long link into the text box labelled Enter a long URL to make tiny
  3. Select Make TinyURL!
  4. Copy and paste the short link into the application questionnaire

I receive an error when accepting my offer of admission, how can I accept my offer?

Please try the following steps, especially 3-4, to resolve potential errors during acceptance and payment.

  1. Browse to https://my.continue.yorku.ca/portal/student
  2. Sign in to the Student Portal with your student number and password (as an applicant)
  3. Select My Profile from the menu and ensure that your profile is complete with all required fields filled in
  4. Select Save at the bottom of the page
  5. Return to your Offer of Admission email and follow the link to accept your offer
  6. Proceed to checkout

Staff and Instructors

How can I access OneDrive?

Refer to our how-to guide: Sign in to Office 365. Once you have signed in, select the OneDrive application. Here you will see any files and folders you have saved to OneDrive, as well as files and folders others have shared with you via OneDrive.

How can I access my email account online?

Refer to our how-to guide: Sign in to Office 365. Once you have signed in, select the Outlook application to use the Outlook Web Interface. No software installation required.
Contents:

Application, Registration and Payment

Apply to a Program

Please follow the steps, or review the attached guides, to apply to a program at the School of Continuing Studies:
Steps Guides & Resources
  • Browse to https://continue.yorku.ca/
  • Use the menu to browse to the chosen program page
  • Select Apply next to your chosen program and session
  • You will be prompted to sign in (current students) or create a new account (new students)
  • Select Start Application
  • Fill out all of the required fields on the application questionnaire (some applications have multiple pages)
  • Submit payment for the application fee to complete your application
How to Apply to a Program (PDF)

Link to this guide

Accept Offer of Admission

Please follow the steps, or review the attached guides, to accept an Offer of Admission for the School of Continuing Studies:
Steps Guides & Resources
  • Open your Offer of Admission email
  • Follow the link within the Offer of Admission to Accept Offer
  • Select or confirm your program session and select Register
  • Sign in to the Student Portal with your student number and password under the heading I have a student number
  • Choose to pay the full amount or deposit (if eligible)
  • Proceed to checkout
  • Submit your payment information to complete the registration
How to Accept your Offer of Admission (PDF)

Link to this guide

Submit Payment

Please follow the steps, or review the attached guides, to submit payment for your program at the School of Continuing Studies:
Steps Guides & Resources
  • Browse to https://my.continue.yorku.ca/portal/student/
  • Sign in to the Student Portal
  • Select My Invoices from the menu options
  • Place a checkmark next to the invoice(s) to be paid
  • Select Pay Invoices
  • Proceed to checkout
  • Submit payment information
How to Submit Payment for a Program (PDF)

Link to this guide

Accounts and Access

Activate Passport York Account

Please follow the steps, or review the attached guides, to activate your Passport York account:
Steps Guides & Resources
  • Browse to http://mms.yorku.ca (Passport York Manage My Services)
  • Select New Student Sign Up (students) or Employee Sign Up (staff and instructors)
  • Enter your 9-digit student number or employee number
  • Enter the temporary password as shown
  • Choose a new username between 3 and 8 characters
  • Choose a new password (at least 8 letters and numbers)
Passport York Setup Guide for School of Continuing Studies Students (PDF)

Link to this guide

Reset Password for Passport York Account

Please follow the steps, or review the attached guides, to reset your Passport York password:
Steps Guides & Resources
Option 1: Option 2:
  • Email itscs@yorku.ca with your name and student number, requesting a password reset
  • You will receive a temporary password within one business day
  • Sign in at http://mms.yorku.ca (Passport York Manage My Services) to set your permanent password
Reset Your Passport York Password

Link to this guide

Sign in to the Student Portal

Please follow the steps, or review the attached guides, to sign in to the Student Portal:
Steps Guides & Resources
  • Browse to https://my.continue.yorku.ca/portal/student
  • Current Students: Select Continue under the heading I am a current student and sign in with your Passport York username and password
  • Prospective/Former Students: Enter your student number and password under the heading I have a student number
Student Portal Guide for School of Continuing Studies Students (PDF)

Link to this guide

Sign in to Moodle

Please follow the steps, or review the attached guides, to sign in to the learning management system (Moodle):
Steps Guides & Resources
  • Browse to https://learn.continue.yorku.ca or follow the Moodle LMS link from the Student Portal
  • Select Sign in with Passport York
  • Sign in with your Passport York username and password
  • Select My Courses to view your enrolled course(s)
Moodle Guide for School of Continuing Studies Students (PDF)

Link to this guide

Sign in to Zoom

Please follow the steps, or review the attached guides, to sign in to the online classroom and meeting system (Zoom):
Steps Guides & Resources

Download Zoom

  • Browse to https://yorku.zoom.us
  • Select Download Zoom from the menu
  • Choose the download for your operating system (Windows or MacOS)
  • Install the Zoom Client software

Sign In (before your meeting)

  • Open the Zoom Client software
  • Select Sign In
  • Choose the SSO (single sign-on) option
  • Enter yorku as the Company Domain
  • Sign in with your Passport York username and password

Sign In (during your meeting)

  • Select Participants from the Zoom meeting options
  • Select Sign In
  • Choose the SSO (single sign-on) option
  • Enter yorku as the Company Domain
  • Sign in with your Passport York username and password
Zoom Guide for School of Continuing Studies Students (PDF)

Link to this guide

Sign in to Student Email

Please follow the steps, or review the attached guides, to sign in to your student email account (hosted by Google):
Steps Guides & Resources
Google Apps at York Guide for Students

Link to this guide

Sign in to Office365

Please follow the steps, or review the attached guides, to sign in to the Office 365 for file sharing and productivity software:
Steps Guides & Resources
  • Browse to https://portal.office.com
  • Enter your Passport York username (e.g. myname) followed by @yorku.ca (e.g. myname@yorku.ca)
  • Sign in with your Passport York password
YU Office Training and Guides

Link to this guide

Sign in to York University Libraries

Please follow the steps, or review the attached guides, to sign in to your York University libraries account:
Steps Guides & Resources
  • Browse to https://www.library.yorku.ca/
  • Select My Account (right side)
  • Choose the Passport York login option
  • Sign in with your Passport York username and password
York University Libraries - Services and Support

Link to this guide

Wi-Fi and Computing

Connect to Wi-Fi

Please follow the steps, or review the attached guides, to sign in to Wi-Fi:
Steps Guides & Resources
  • Make sure your Wi-Fi connection is On
  • Choose the AirYorkPLUS wireless network
  • Sign in with your Passport York username and password
AirYorkPLUS Wireless Access Guide

Link to this guide

Connect to Virtual Private Network (VPN)

Please follow the steps, or review the attached guides, to sign in to Virtual Private Network:
Steps Guides & Resources
  • Download and install the Pulse Secure software from
  • Create a new profile with the following details:
  • Name: YorkU
  • Server URL: https://vpngateway.yorku.ca/vpnyork
  • Select Connect next to the YorkU profile
  • Sign in with your Passport York username and password
Secure Remote Access (VPN) Guide

Link to this guide

Use Site-Licensed Software

Please follow the steps, or review the attached guides, to use site-licensed software with the MyApps service:
Steps Guides & Resources
  • Browse to MyApps
  • Sign in with your Passport York username and password
  • Select one of the available applications from the list
  • Install the MyApps software when prompted (first time only)
MyApps Information and Guides

Link to this guide

Clean Computer to Remove Malware

Please follow the steps below to clean your computer and remove malware. If these steps aren't successful, you may need to re-install your operating system.
  1. Disconnect from the internet
  2. Enter safe mode (restart and hold the Shift key)
  3. Do not login to your online accounts until the malware is removed
  4. Run a malware or antivirus scanner
  5. Reset your browser
  6. Clear your cache

Link to this guide

Protect Computer and Privacy

Online Learning

Web Conferencing

Please follow the steps, or review the attached guides, to sign in to the online classroom and meeting system (Zoom):
Steps Guides & Resources

Download Zoom

  • Browse to https://yorku.zoom.us
  • Select Download Zoom from the menu
  • Choose the download for your operating system (Windows or MacOS)
  • Install the Zoom Client software

Sign In (before your meeting)

  • Open the Zoom Client software
  • Select Sign In
  • Choose the SSO (single sign-on) option
  • Enter yorku as the Company Domain
  • Sign in with your Passport York username and password

Sign In (during your meeting)

  • Select Participants from the Zoom meeting options
  • Select Sign In
  • Choose the SSO (single sign-on) option
  • Enter yorku as the Company Domain
  • Sign in with your Passport York username and password
Zoom Guide for School of Continuing Studies Students (PDF)

Link to this guide

Selecting a Discussion Group

Please follow the steps, or review the attached guides, to select a discussion group in Moodle:
Steps Guides & Resources
  • Browse to the Moodle Learning Management System
  • Sign in and select My Courses
  • Select your current course, in which you need to join a discussion group
  • Click on Join Group at the top of your course page in Moodle
  • Review the list of available groups and select Become member of to join a group
  • You will be prompted to confirm your selection
  • Once you have joined a group, you will be able to see the other members of your group
Join a Discussion Group in Moodle (PDF)

Link to this guide

Proctoring: Installing and Troubleshooting Proctorio

Please follow the steps, or review the attached guides, to install and/or troubleshoot the Proctorio proctoring extension:
Steps Guides & Resources
  • Use the Google Chrome browser
  • Browse to the getproctorio.com to download the Proctorio extension
  • Sign in to Moodle (https://learn.continue.yorku.ca) and browse to your course
  • If you are completing an onboarding exercise: find and select Mock (or Onboarding) Quiz
  • If you are attempting a scheduled test or exam: find and select the scheduled test or exam
  • Important: Wait until the test page has completely loaded and the "proctored by Proctorio" message appears
  • Select Attempt Quiz
  • As the Proctorio extension launches, you will be asked to verify your identity and close other windows and tabs
Proctorio Video Tutorial (MP4)

Link to this guide

Proctoring: Installing and Troubleshooting ProctorTrack

Please follow the steps, or review the attached guides, to install and/or troubleshoot the ProctorTrack proctoring extension:
Steps Guides & Resources
  • Use either the Mozilla Firefox or Google Chrome browser
  • Sign in to Moodle (https://learn.continue.yorku.ca) and browse to your course
  • Find and select ProctorTrack Dashboard within your Moodle course
  • If you are completing an onboarding exercise: select Go To Test next to Onboarding Quiz
  • If you are attempting a scheduled test or exam: select Go To Test next to the scheduled test or exam
  • Follow the steps on screen to install the ProctorTrack application and browser extension (first time only)
  • As the ProctorTrack application launches, you will be asked to verify your identity and close other windows and tabs
  • Once the setup steps have been completed, you will be provided with the password to enter the test or exam
  • Select Attempt Quiz and enter the password, if prompted

York University - ProctorTrack Frequently Asked Questions for Students

York University - ProctorTrack Student Guide (PDF)

ProctorTrack Tutorial Video (MP4)

Link to this guide

Viewing Recorded Class Sessions (Zoom Recordings)

Please follow the steps, or review the attached guides, to view recorded class sessions (i.e. Zoom recordings):
Steps Guides & Resources
  • Follow the link for the Zoom recording (provided by instructor)
  • Select Sign in with SSO
  • Enter yorku as the Company Domain and select Continue
  • Sign in with your Passport York username and password
Sign in to View Zoom Recording (PDF)

Link to this guide

Student Portal

Update Contact Information

Please follow the steps, or review the attached guides, to update your contact information:
Steps Guides & Resources
How to Update your Contact Information (PDF)

Link to this guide

Change Official Name

Please follow the steps, or review the attached guides, to update your official name with York University:
Steps Guides & Resources

School of Continuing Studies

York University

How to Update your Official Name

Link to this guide

Choose Seminar/Elective

Please follow the steps, or review the attached guides, to choose your seminar (or elective):
Steps Guides & Resources
  • Browse to https://my.continue.yorku.ca/portal/student
  • Sign in to the Student Portal
  • Select the My Programs menu option
  • At the pre-arranged date for elective selection, you will be able to select Choose Electives
  • Set you order of preference for the available electives
How to Choose your Seminar (PDF)

Link to this guide

Sign up for Conversation Partner (English Language Institute)

Please follow the steps, or review the attached guides, to sign up for a conversation partner session:
Steps Guides & Resources
How to Signup for a Conversation Partner Session (PDF)

Link to this guide

View or download T2202 tax receipt

Please follow the steps, or review the attached guides, to view or download your T2202 tuition tax receipt:
Steps Guides & Resources
School of Continuing Studies
  • Browse to https://my.continue.yorku.ca/portal/student
  • Sign in to the Student Portal
  • Select the Tax Receipts menu option
  • Scroll to the bottom of the page and select the Download button next to one of the available forms
Chartered Business Valuation
  • Browse to https://continue.yorku.ca/login/cicbv
  • Select the link to sign in with your CBV username and password
  • Sign in with your CBV username and password, if prompted
  • Select the Tax Receipts menu option
  • Scroll to the bottom of the page and select the Download button next to one of the available forms
Tax Receipts Information and FAQ - School of Continuing Studies

Link to this guide

Request official document(s)

Please follow the steps, or review the attached guides, to request an official grade report or certificate:
Steps Guides & Resources
  • Browse to https://my.continue.yorku.ca/portal/student
  • Sign in to the Student Portal
  • Select Grade Report
  • Select to order a grade report or certificate from the menu
  • Fill out the required fields in the ordering form
  • Submit payment to complete the order
How to Request Official Documents (PDF)

Link to this guide

Staff and Instructors

Sign in to the Instructor Portal

Please follow the steps, or review the attached guides, to sign in to the Instructor Portal:
Steps Guides & Resources
Request a Password Reset

Link to this guide