Support

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

Customer Support

 

Contact our customer support team by phone or email for help with courses, exams, or proctors.

Phone Hours Monday–Friday, 8:00 a.m.–5:00 p.m. (MT)
Toll-Free 1-800-914-8931
Local 801-422-2868
Email

Send us a message

Technical Support

 

For help with login issues, assignment submissions, or other technical problems, contact our technical support team by phone or email.

Phone Hours Monday–Friday, 8:00 a.m.–5:00 p.m. (MT)
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 Sign In 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.
  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 Check if your course is expired or withdrawn.  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?
  1. Many common webpage issues are resolved by simply clearing your browser cache and cookies.
    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.
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
What are the 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 may also be 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.