Frequently Asked Questions

Enrollment and Course Access

• When I try to login to Cougar Courses is says incorrect username or password.

  Visit the STH Username and Password FAQs page

  Important password security note: We will never ask for your password. Please don't provide it in an email. If you receive an email asking for your password, forward the email to abuse@csusm.edu and delete the message right away.

• When I try to login I get a "Bad Request - Request Too Long..." error message.

  Completely clear your browser's cookies and cache and try again. Or try using a different browser (we recommend Firefox or Chrome). If you are in a rush and do not have time to clear cookies and cache or download a new browser, try using your browser's incognito or private window.

• When I try to login it says I do not have an account in Moodle.

  This happens when you are not enrolled in any courses. If you have just registered for courses, wait 24 hours and try logging in again.

• When I try to login I get a "SAML2 exception: Responder" error message.

  Completely clear your cookies and cache and try again or try a different browser. If that does not work, reset your CSUSM password: https://www.csusm.edu/iits/iitsforyou/password/index.html 

• I don't see my courses in Cougar Courses!

  Your list of active courses can be found on the My Courses page after you log in.
  

  Recently registered?

  •  It can take up to 24 hours from the time you officially add a course in MyCSUSM until you are added to the Cougar Courses container.

  Registered more than 24 hours ago?

  • If it has been over 24 hours since you officially enrolled through MyCSUSM the course might not have been made visible by the instructor yet.  Instructors choose when to make their course visible to students.
  • There is a way you can check whether the course is visible or not:
    • While logged in, go to the Cougar Courses homepage and the search bar near the bottom. Search by the name and number of the course (for example, BIOL 104).
    • If you see the course (and correct section) listed there it means the course is active/visible to students, but you might not have been added yet. It you need immediate access, contact the instructor.
      
    • If you do not see the course (and correct section) that means the course is not yet active/visible to students.  In that case, you will need to contact the instructor to ask when it will be made visible.
      

• I just added a course in MyCSUSM, but it isn't listed under My Courses. Can you give me access?

  It can take up to 24 hours for your add to be processed by the registrar and your name to be added to the course roster inCougar Courses. If you require immediate access to the course materials, contact your instructor for access.
  

• I have cleared my financial hold. How do I get access to my course(s) again in Cougar Courses?

  You should be automatically re-enrolled within 24 hours, but probably much sooner. If you require immediate access to the course materials, contact your instructor for access.

• Why am I still seeing last semester's classes on CC? How can I get rid of these?

  Courses remain visible to students until at least 2 weeks after the term has ended (the exception is Winter Intersession courses, as they are technically a part of the Spring term). At that point, courses for that term are hidden from students. However, instructors can choose to make their course(s) visible again after this. If you still see a course more than two weeks after the term has ended, the only way to remove is to contact the instructor and request they hide the course or enable a course end date.

• How do I access a course from a previous semester?

  Courses remain visible to students until at least 2 weeks after the term has ended. At that point, courses for that term are hidden from students. To access a past course you will need to contact the instructor to request access again.

Basics and Personalization

• How can I add a picture to my profile?

    Please see our help guide on Adding a Profile Picture.

• How can I change my name in Cougar Courses?

  Is this a preferred name change?

  • Process a preferred name change through the Office of the Registrar: https://www.csusm.edu/enroll/services/name_change/preferred_name.html 
    

  Is this a legal name change?

  • Process a legal name change through the Office of the Registrar: https://www.csusm.edu/enroll/services/name_change/index.html 

• I can't see my gradebook or certain grades.

  Please contact your instructor. Instructors have the ability to hide individual grade items, totals, and even the entire gradebook. Only your instructor can update/change settings in the course to make grade items and totals visible. A few helpful notes: if the activity is hidden on the course homepage, then it will also be hidden in the gradebook. Also, for certain activities the grade only becomes visible after a certain date and time. For example, the grade and feedback for Turnitin Assignments do not become available until the Post Date and time is reached.
  

Course Activities and Resources

• Why can't I view the lectures or films the instructor posted?

  First, check your computer settings to make sure the problem isn't on your end:
  

  • If it is a video in Mediasite, run this Mediasite Viewing Requirements Test
  • If it is not a Mediasite video:
    • Try a different browser (make sure it is up to date)
    • Restart your computer

  If you still cannot view the video, it might be the link is bad or the video is currently private. Contact your instructor.

• I can't open the PDFs my instructor posted in the course.

  First, try using a different browser. We recommend Firefox or Chrome. Make sure your browser is up to date. Otherwise download the PDF and open using Adobe Acrobat reader. Don't have Adobe Acrobat Reader installed? Get Adobe Acrobat Reader Free.  

  If you still cannot view the PDF, it might be the link or file is bad. Contact your instructor.

• I'm having trouble submitting my Turnitin assignment! What's wrong?

  • Try a different browser. We recommend Firefox or Chrome over Safari or Internet Explorer/Edge.
  • Make sure your document file name has the .doc or .docx extension at the end, or is saved as a .pdf (especially important if you are using a Mac)
  • Your document must have more than 20 words of text. Scanned PDFs or pictures of documents won't work.
  • Don't use any characters (/ & % -) in the file name or submission title
  • Configure your browser to allow pop-up windows.

• Can you tell me if my assignment, quiz, Turnitin, etc was submitted?

  Within your course, click on the specific Quiz, Assignment, Turnitin Assignment, etc.
  

  • Quiz: if an attempt was at least started it will be listed under the "Summary of your previous attempts" and if it was submitted it will say Finished under the "State"column
    
  • Assignment: if successfully uploaded, the gray box on the right should have the link to your file submission or the text of your online text submission if sucessfully uploaded. If submitted, the Submission Status will say "Submitted for grading"
    
  • Turnitin assignment: if successfully submitted your file should be listed on the My Submissions page where you will see the submission title, Turnitin ID, date and time it was submitted.
    

  You can also check your activity logs. Please see our help guide on how to View your Activity Logs.

• When I try to post in a forum it gives me the message "Error writing to database." What do I do?

  This can happen for two reasons:

  1. Do you have any emojiis or emoticons in your text? Remove them and you should be able to post.
  2. Did you copy and paste your text from Word? If so, instead of just pasting your text in the main area, use the Paste from Word feature in the text editor toolbar. Review our help guide on how to paste from word.

• My Respondus LockDown Browser is not working! What can I do?

  Please see our help guide on troubleshooting Respondus LockDown Browser and Monitor for the steps you should take.