FAQ & Technical Support

Need help with Canvas? Check our answers to frequently asked questions, or contact us using the form below. 

NOTE: To ensure you receive your confirmation and receipt emails, be sure to mark sfu.ca as a safe sender (check here for step-by-step instructions and additional info on SFU emails).

Canvas password

How do I change my password for Canvas?

Go to the Continuing Studies Canvas login page: https://canvas.sfu.ca/login/canvas.

Canvas course access

When will I be able to access my course in Canvas?

You will receive an email at 12:01 a.m. on the first day of your course, inviting you to join the course on Canvas. If you don't see this email in your inbox, please check your Spam and Junk mail folders.

I’m new to Canvas. How do I create an account?

If you don't have an SFU email address, you'll be added to Canvas using the email address you provided when registering for the course. You'll receive a course invitation via email. You will need to accept the invitation and create a Canvas account before you can participate in the course. Here's how to accept the invitation and register with Canvas:

1. Click on the course invitation in your mailbox. Be sure to check your junk mail if you don’t see it in your inbox.

2. Click Get Started

3. Click Accept

4. Enter your password. You will need to save this so you can log in to Canvas later.

5. Click beside I agree to the terms of use and privacy policy

6. Click Register.

You will now see your course on the Canvas dashboard. Please note your full name will display during online discussions. To change your display name, click Settings on the top right-hand side and choose Edit Settings to access your personal settings.

Blackboard Collaborate Ultra

How do I access my course’s Blackboard Collaborate sessions?

On the left fly-out menu of your Canvas course, click the “BB Collaborate Ultra” link and select the session you wish to join.

I’m having trouble joining a session or having audio/video issues while in a session.

Be sure you are accessing BB Collaborate through an updated version of either Firefox or Google Chrome. While other browsers may work, they provide limited system features.

If you’re experiencing issues with your audio and/or video, you may need to allow your browser permission to access your device's microphone and/or camera. To allow this permission, please see the how-to guide for Chrome or Firefox.  

If your audio is breaking up or others cannot hear you clearly, try using headphones with a microphone attachment. 

Use a wired internet connection when accessing BB Collaborate. If you need to use WiFi instead, try to position yourself as close to your router as possible. If your internet connection is weak, your audio and video may cut out or lag. 

For more tips on using Blackboard Collaborate, check this guide to session best practices.  

When I click the BB Collaborate link in my Canvas course, I only see a black screen and purple spinning wheel.

This means your browser’s cookie settings are blocking BB Collaborate from loading correctly. Check your settings and ensure you aren’t blocking third-party cookies and preventing BB Collaborate from reading and saving cookie data. For help, check these how-to guides for managing cookie settings in Chrome or Firefox.

Completed courses

How do I access previously completed courses in Canvas?

You will retain access to Canvas even once your course end date is long past. You can access your previously completed courses in Canvas by clicking “Courses” in the left sidebar and selecting “All Courses” near the bottom of the flyout menu. You will be presented with a page of current courses, followed by a list of your past courses under the section “Past Enrollments.”

Contact technical support

For a list of Canvas-supported operating systems and web browsers, visit the supported web browsers page. To learn more about Canvas, visit the SFU Canvas Student Guide. For other support and technical information, please complete and submit the following form.