BYU Independent Study is committed to providing exceptional support for students and academic administrators as they navigate our courses.

Customer Support

For questions related to courses, requesting an exam, finding a proctor, or any other general course information, please contact our customer support team via phone or email.

Phone Hours: Monday–Friday, 8am-5pm MT; closed Tuesdays 10:45am–noon for university devotionals
Toll-Free: 1-800-914-8931
Local: 801-422-2868
Email: Send us a message

Technical Support

For questions specific to technical issues including trouble logging in or submitting an assignment, please contact our technical support team via phone or email.

Phone Hours: Monday–Friday, 8am-5pm MT; closed Tuesdays 10:45am–noon for university devotionals
Toll-Free: 1-877-897-8085
Local: 801-422-8524
Email: Send us a message

Technical Support FAQs

Are you having issues logging in?
  1. Ensure that you are logging on to the correct URL. You can access your course by visiting is.byu.edu, and clicking the My Account button at the top. Sign in with your BYU Net ID and password and select your course from the list of your current registrations. Click the Access Your Course button on the Enrollment Overview page; your course should open in Buzz or Canvas.
  2. Check if your course is expired or withdrawn.
  3. Make sure that caps lock is not on, you are spelling everything correctly, and there is no space before or after your username or password.
  4. If the problem persists, please contact our technical support team at 801-422-8524.
Do you need help submitting your assignment?

Canvas/Agilix Buzz—To submit your instructor-graded or portfolio assignment

  1. Sign in to is.byu.edu with your net ID (username) and password.
  2. Click on ‘Account Information’, then access your ‘Current Registrations.’
  3. Select your desired course, then click on ‘Access Your Course.’
  4. Select the appropriate lesson folder and click on the assignment submission page.
  5. Click on ‘Show Dropbox’ in the bottom right of the screen or ‘Start Assignment’ and attach all the required assignments.
  6. Once you have attached all necessary files, press ‘Submit.’

Instructors have up to two weeks to grade assignments. Some courses place limits on how many assignments you may submit each week. Please consult your syllabus to see what rules apply to your course.
Is part of your online course not loading?

Many common webpage issues are resolved by simply clearing your browser’s cache and cookies.

  1. Press Ctrl + Shift + Del (or Cmd + Shift + Del on a Mac).
  2. If using Google Chrome: Select the option “All time.”
  3. If using Mozilla Firefox: Select Everything.
  4. Select Cache and Cookies (deleting cookies may help but will sign you out of most sites, deselect this if you don't want this).
  5. Close all browser windows, and then reopen.
  6. If the problem persists, please contact our technical support team at 801-422-8524.
My computer keeps asking me to sign in after I try to request the exam.

We recommend using Google Chrome as a browser as it tends to work best to request exams. If you attempt to request the exam and it begins to send you in a loop back to your ‘Current Registrations’ page, then you can clear your browser’s cache and cookies which will generally solve the issue. The instructions on how to clear cache and cookies are below.

  1. To clear browsing data and enable pop-ups in Chrome: Click on the 3 dots in the upper right-hand corner of the browser.
  2. Select "Settings" from the drop-down menu.
  3. Under "Privacy and Security" select "Clear Browsing Data."
  4. Verify time range is set to "All Time."
  5. Check the boxes: (All other boxes can remain unchecked), Browsing History, Download History, Cookies and other sign-in data, Cached images and files.
  6. Click "Clear Data."
  7. Close all tabs and sign in again. Do not use a Bookmarked page. It must be a new sign in through is.byu.edu.
Is your computer or device compatible? Windows and Mac?

Course content may not always be accessible from tablets and smartphones. If parts of a course don’t work on your specific mobile device, you will need access to a desktop or laptop to complete the course.

Our courses work best with the following browsers, which can be downloaded for free. If your computer system is able to run the latest version of these browsers, we strongly encourage you to upgrade your browser before continuing with the course. The same applies to your Windows or MacOS, please ensure you have downloaded the most current version of your system. Due to differences between browsers and courses, some incompatibilities may occur. If you have trouble with any of our courses or features, please contact our technical support team at 801-422-8524 for help.

  • Recommended—Google Chrome, Mozilla Firefox
  • Not Recommended—Apple Safari, Microsoft Edge
Necessary Skills

Students enrolled in online courses must be able to access the internet and use the keyboard and/or mouse for basic navigation in order to interact with quizzes and media. Basic familiarity with browsers, email, and word processing programs are required to successfully complete an online course.

Some online courses may require a variety of additional skills. Some instructors require students to make and submit audio or video files. Some courses require students to take an image of a project and submit it to be graded. Many courses require the students to understand how to create and upload a document such as a DOC or an RTF file. Therefore, a basic understanding of computer programs such as spreadsheets, presentation programs, audio or video creation or editing software, image editing software, and so forth is also very helpful. Not all courses will require a knowledge of all these types of programs. If you are concerned about the technical demands for a particular course, please review the syllabus for that course to determine what is required.
Why is a video not playing in your course?

Many common issues are resolved by simply clearing your browser cache and cookies.

  1. Press Ctrl + Shift + Del on a PC, or Cmd + Shift + Del on a Mac.
  2. For Chrome: Select the option "All time."  
  3. For Firefox: Select Everything.
  4. Select Cache and Cookies (deleting cookies may help but will sign you out of most sites, deselect this if you don't want this).
  5. Close all browser windows, and then reopen the video.  

If the issue is still not resolved, call our technical support team at 801-422-8524 and we will assist you.

ConexEd

How do I schedule a meeting or speaking appointment with my instructor?
  1. Open the ConexEd link.
  2. Log in with your BYU Net ID.
  3. Find and click on your instructor in the directory.
  4. Click “SCHEDULE MEETING.”
  5. Select the reason for the meeting, date of meeting, and time of meeting.
  6. Confirm appointment.
  7. You will receive an email with a link that will take you to your video meeting.
  8. Please check your syllabus as many courses do not allow rescheduling for missed speaking appointments. If you miss a speaking appointment or attempt to reschedule less than 24 hours from your appointment, you will receive a 0.
How do I meet with a tutor?

Independent Study provides free tutoring for many of our courses. To set up an appointment with a tutor, please access our Success Center. Options will appear for course types (University or High School) and subjects, and you will be able to schedule an appointment. Please note: Students may schedule up to 1 hour (2 sessions) with tutors per week.

 
Why does it say "User Not Found?"

If you receive this error, call our technical support team at 801-422-8524 and we will assist you.
My microphone and camera are not working

If you are having issues with your camera or microphone, please review the help guides on ConexEd’s support page. If you are still unable to resolve your issue, please call our technical support team at 801-422-8524 and we will assist you.

Exam Troubleshooting

What is the access code for my exam?

In order to access the final exam, you will first need to request the exam. To request the exam online,

  1. Sign in to is.byu.edu with your BYU Net ID (username) and password.
  2. Click on ‘Account Information’ then ‘View Current Registrations.’
  3. Select your desired course, then click ‘Access Your Course.’
  4. Within your course, select the appropriate exam preparation folder.
  5. Click on the ‘Request the Exam’ page and click ‘Request Exam.’ 
  6. Select “Examity” as the online proctor (if available) or search for an in-person proctor.* with whom you have arranged to take the exam. Entering only the ZIP Code and expanding the search area will yield the best results.
  7. Depending on your course and proctor, you may have two options for shipping: online or paper. Select your desired format, and click ‘Request Exam.’
  8. After you see the confirmation page, you may log out or return to your registrations.

*We strongly encourage you to contact your proctor to verify availability, fees, and other policies required by the proctor prior to requesting your exam.

 
Why is my exam not showing on my Examity Dashboard?

If you already requested your exam and it is not showing on your dashboard, it is possible the exam request has expired. To have the exam request re-sent, please contact our customer support team at 801-422-2868 and we will assist you. Please be sure you are accessing your exam through the link provided in the email sent immediately after you requested the exam.
Why does my screenshare not switch between tabs during my Examity exam session?

The screenshare will still work even if it does not show on every tab. It records your dashboard, not individual tabs, so your exam is still being monitored even if the side bar does not show on each individual tab. Please do not close or open any new tabs, as this will automatically force you out of the exam session.
Why am I getting ‘error unable to submit’ when trying to submit my exam?

If you receive this error, leave the exam open, do not close any tabs or end the proctoring session. Contact the technical support department at 801-422-8925 and we will assist you.

GoReact

What if GoReact won’t show the video I am supposed to be pausing and responding to?

Please call our technical support team at 801-422-8524 to notify us of the issue and we will resolve it as quickly as possible.
What settings do I need to have for GoReact to work properly?

Please make sure that you are using a laptop or desktop computer with a functioning web camera and microphone. Here are GoReact’s suggested system requirements:

  • Operating system: Windows 7 and up or Mac OSX (current or most recent previous version).
  • Web browser: Chrome, Firefox, Safari, or Edge (current or most recent previous version).
    • Note: GoReact is not supported on IE 11, Edge 18, Safari 11 or older versions of any browser. Safari must be on version 12.1 or above.
  • A webcam that can be detected as a hardware device by the recording computer.
  • PC hardware: for best performance, the processor and video card should be less than three years old, and you should have at least 4GB of RAM.
  • Windows RT tablets are unsupported and will generally not work with GoReact.
  • Virtual desktop environments are unsupported and will result in poor video quality.
  • Note for Chromebook users: GoReact's video features can be resource-intensive (especially on stimulus and multiple-camera assignments where multiple videos stream simultaneously). Due to the widely varying hardware and (often limited) system resources in Chromebooks, GoReact may not perform well or work at all in some cases. In our testing, more robust, higher-end Chromebooks generally work fine, while less expensive and/or older Chromebooks will struggle. If your GoReact experience on a Chromebook isn't satisfactory, you will need to use a different device.

Please make sure to disable any ad and script blockers (or whitelist www.goreact.com) as these can interfere with GoReact's functionality.
What do I do if I accidentally submitted an incomplete video, or if there are audio or video issues?

If you have accidentally submitted your GoReact or experienced an error while recording, please call our technical support team at 801-422-8524 and we will assist you.