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
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.
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 |
| 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
Contents:
General Questions
Refer to our how-to guide How to Activate your Passport York Account for detailed steps and instructions.
Refer to our how-to guide Connect to Wi-Fi for detailed steps and instructions.
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.
Refer to our how-to guide Reset your Passport York password.
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.
- Browse to https://moodle.yorku.ca
- Sign in with your Passport York username and password
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
Setting your security questions will allow you to reset your password online, if needed.
Visit the student security questions setup page. Setting your security questions will allow you to reset your password online, if needed.
Please contact our IT team and provide your full name and the name of your program, requesting your student number.
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.
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.
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
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
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
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.
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
Please follow the steps, or review the attached guides, to apply to a program at the School of Continuing Studies:
| Steps | Guides & Resources |
|
How to Apply to a Program (PDF) |
Please follow the steps, or review the attached guides, to accept an Offer of Admission for the School of Continuing Studies:
| Steps | Guides & Resources |
|
How to Accept your Offer of Admission (PDF) |
Please follow the steps, or review the attached guides, to submit payment for your program at the School of Continuing Studies:
| Steps | Guides & Resources |
|
How to Submit Payment for a Program (PDF) |
Accounts and Access
Please follow the steps, or review the attached guides, to activate your Passport York account:
| Steps | Guides & Resources |
|
Passport York Setup Guide for School of Continuing Studies Students (PDF) |
Please follow the steps, or review the attached guides, to reset your Passport York password:
| Steps | Guides & Resources |
Option 1:
|
Reset Your Passport York Password |
Please follow the steps, or review the attached guides, to sign in to the Student Portal:
| Steps | Guides & Resources |
|
Student Portal Guide for School of Continuing Studies Students (PDF) |
Please follow the steps, or review the attached guides, to sign in to the learning management system (Moodle):
| Steps | Guides & Resources |
|
Moodle Guide for School of Continuing Studies Students (PDF) |
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
Sign In (before your meeting)
Sign In (during your meeting)
|
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 |
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 |
|
YU Office Training and Guides |
Please follow the steps, or review the attached guides, to sign in to your York University libraries account:
| Steps | Guides & Resources |
|
York University Libraries - Services and Support |
Wi-Fi and Computing
Please follow the steps, or review the attached guides, to sign in to Wi-Fi:
| Steps | Guides & Resources |
|
AirYorkPLUS Wireless Access Guide |
Please follow the steps, or review the attached guides, to sign in to Virtual Private Network:
| Steps | Guides & Resources |
|
Secure Remote Access (VPN) Guide |
Please follow the steps, or review the attached guides, to use site-licensed software with the MyApps service:
| Steps | Guides & Resources |
|
MyApps Information and Guides |
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.
- Disconnect from the internet
- Enter safe mode (restart and hold the Shift key)
- Do not login to your online accounts until the malware is removed
- Run a malware or antivirus scanner
- Reset your browser
- Clear your cache
Here are some safe computing best practices to protect your computer and your privacy:
- Use passwords that can't be easily guessed, and protect your passwords.
- Minimize storage of sensitive information.
- Beware of scams.
- Protect information when using the Internet and email.
- Make sure your computer is protected with anti-virus and all necessary security "patches" and updates.
- Secure laptop computers and mobile devices at all times: Lock them up or carry them with you.
- Shut down, lock, log off, or put your computer and other devices to sleep before leaving them unattended, and make sure they require a secure password to start up or wake-up.
- Don't install or download unknown or unsolicited programs/apps.
- Secure your area before leaving it unattended.
- Make backup copies of files or data you are not willing to lose.
Online Learning
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
Sign In (before your meeting)
Sign In (during your meeting)
|
Please follow the steps, or review the attached guides, to select a discussion group in Moodle:
| Steps | Guides & Resources |
|
Join a Discussion Group in Moodle (PDF) |
Please follow the steps, or review the attached guides, to install and/or troubleshoot the Proctorio proctoring extension:
| Steps | Guides & Resources |
|
Proctorio Video Tutorial (MP4) |
Please follow the steps, or review the attached guides, to install and/or troubleshoot the ProctorTrack proctoring extension:
| Steps | Guides & Resources |
|
York University - ProctorTrack Frequently Asked Questions for Students York University - ProctorTrack Student Guide (PDF) |
Please follow the steps, or review the attached guides, to view recorded class sessions (i.e. Zoom recordings):
| Steps | Guides & Resources |
|
Sign in to View Zoom Recording (PDF) |
Student Portal
Please follow the steps, or review the attached guides, to update your contact information:
| Steps | Guides & Resources |
|
How to Update your Contact Information (PDF) |
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 |
Please follow the steps, or review the attached guides, to choose your seminar (or elective):
| Steps | Guides & Resources |
|
How to Choose your Seminar (PDF) |
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) |
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
|
Tax Receipts Information and FAQ - School of Continuing Studies |
Please follow the steps, or review the attached guides, to request an official grade report or certificate:
| Steps | Guides & Resources |
|
How to Request Official Documents (PDF) |
Staff and Instructors
Please follow the steps, or review the attached guides, to sign in to the Instructor Portal:
| Steps | Guides & Resources |
|
Request a Password Reset |