Information Technology Support | School of Continuing Studies

The School of Continuing Studies has an Information Technology support team that is available to assist you with computing questions and problems.

Please 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

Minimum Technology Requirements

Category	Minimum Requirement
Device	Laptop or Desktop with Administrator permissions
Storage	5 GB of free space (actual storage requirement depends on program and usage)
Web Browser	Google Chrome, Mozilla Firefox or Apple Safari
Operating System	Windows 10, macOS X 10.9+
Screen Resolution	1024 x 768
Memory	4 GB
Processor	Dual Core 1.6 Ghz or Higher (i3/i5/i7 or AMD Equivalent)
Peripherals	Headset/Microphone & Speakers Webcam is recommended and may be required for examinations
Internet Connection	1.0 Mbps or Higher (Upload and Download) Dial-up connection is not sufficient Check speed if using mobile (phone) internet

References:

Additional Information:

Individual courses may have additional software requirements, including audio and video playback, or the use of a specific software application. These will be listed on the program page.
Many courses require office productivity software (e.g. word processing, spreadsheet, presentation); Office 365 is available for free while you are a student.
While tablets, smartphones and other mobile devices may allow for some completion of course work, they are not guaranteed to work in all areas of the course.
We do not recommend taking examinations while using a mobile device, such as a smartphone or tablet, due to compatibility issues.

Contact Support

Full Name*
Email Address*
Student Number or Employee Username
Current students and staff only
Category*
Website Address (Optional)
Question or Problem Description*
Urgent requests are those that are very time-sensitive, or involve an immediate impact to a critical event or service, or a widespread impact.
- This request is urgent
File(s) (Optional)
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
Application and Payment Questions
Staff and Instructor Questions

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?

Browse to https://moodle.yorku.ca
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:

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
Select Install Office at the top-right of the page
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:

Browse to https://tinyurl.com/
Paste your long link into the text box labelled Enter a long URL to make tiny
Select Make TinyURL!
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.

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

Application, Registration and Payment
Accounts and Access
Wi-Fi and Computing
Online Learning
Student Portal
Staff and Instructors

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

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)

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)

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

Steps	Guides & Resources
Browse to https://my.continue.yorku.ca/portal/student Sign in to the Student Portal Select the My Profile menu option Update your profile information Select Save at the bottom of the page	How to Update your Contact Information (PDF)

Contact Support

General Questions

Application and Payment

Staff and Instructors

Application, Registration and Payment

Accounts and Access

Wi-Fi and Computing

Online Learning

Student Portal

Staff and Instructors

Contact Us

Program Inquiry

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