Several questions commonly arise when trying to access course software or products. The process may differ slightly depending on the device you are using.

Web Browser

Step 1

TRY THIS FIRST! Check that you are using a compatible web browser, updated to the latest version.

- You can check the list of recommended browsers. using the following link: What are the browser and computer requirements for Instructure products? The link also includes a widget to check if the browser you are using is supported.
- We recommend Google Chrome as the preferred browser, but should any issues arise, please see the additional software product steps below for other browser options. (To download Chrome – in your current browser go to Google Chrome webpage and click the Download Chrome button).

Step 2

If you already have the latest compatible version, and are still experiencing issues:

- Try disabling or enabling any browser extensions and add-ons, using the instructions in the following links:
  - Chrome, Edge, and Firefox.

Accessing Canvas (the learning platform LMS for online courses at NEO)

Step 1 for Chrome

Check that you're using Chrome’s latest browser update.

- If you have upgraded your browser but are still having issues, try logging out of Canvas, clear your cache, and delete your browser cookies.
- Try disabling (or enabling) popups in your browser.

Step 2 for Chrome

If you do not have the latest version, or are using a different browser:

- First, you need to check you are using the most recent supported version of Windows
- Next, update your Chrome browser to the latest version.
- To download Chrome – in your current browser go to Chrome webpage and select the “Download Chrome” button.

Step 1 for other browsers

If you have issues with Chrome, try updating or downloading the other compatible browsers. Check the full list of supported browsers and versions. (What are the browser and computer requirements for Instructure products?)

- For Edge navigate to the webpage, select the “Download for Windows” button, and choose the version of Windows you are running. (Note: Edge has been known to cause issues with Canvas).
- For Firefox navigate to the webpage and select the “Download Now” button.
- For Safari, Apple no longer offers updates for Windows. Safari 5.1.7 was the last version made for Windows and is now outdated.
- If you still experience issues, try clearing the cache, and enabling popups, then close and relaunch the browser.

Respondus Lockdown Browser (secure test-taking browser for online exams)

STEP 1

Check out the link below for requirements for Windows users:

What are the computer requirements for installations of Respondus LockDown Browser?

Yuja Verity Lockdown (secure test-taking browser for online exams)

Step 1

- Google Chrome is the recommended browser.
- Verify your device's compatibility. In your Canvas course select “Yuja Verity” in your left navigation menu to begin.
- Follow the steps to install the browser extension and authenticate your device.
- Getting started with your first assignment.

Step 2

- If you still experience difficulties check system requirements for your device.
- Check the Start Here Technology Module in your Canvas course for more detailed steps and support, including videos.

Redshelf (online bookstore for textbooks)

Step 1

If you are having access issues with Redshelf and you are using Safari:

- Open or download Google Chrome and try again, this is the primary recommended browser.
- Open or download Firefox or Edge Browsers – these are also compatible with Redshelf for Windows users.

Microsoft Office Apps Online (Word, Excel, Powerpoint, Outlook, etc)

Step 1

To access Microsoft Office 365 (browser/cloud version):

- Navigate to either https://www.microsoft.com/en-us/microsoft-365 or https://office.com in your browser, and log in with your NEO Goldkey Credentials.

Step 2

- Access through your NEO Email. For instructions see Accessing Microsoft 365 from your NEO Email | Scribe (scribehow.com)

NEO is a Microsoft Windows-based institution, technology assistance for other devices is limited.