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My class lists on MyHeliotrope and Brightspace don’t match. What should I do?

Faculty / Instructors

If you notice inconsistencies between your class lists / registration in MyHeliotrope and your enrollments in Brightspace, you will need to create a ticket using the CTS Helpdesk Work Order Tracking System (WOT) to request that data be synced between the two systems. Be sure to include the course’s CRN and Title in the Work Order details.

If your courses do not show up in Course Search, or you do not show up as the instructor on those courses, please contact the Office of the Registrar to resolve the discrepancy. Once you are officially tagged as the instructor on your courses in Banner/MyHeliotrope, you will see your courses reflected in Moodle shortly thereafter.

All Brightspace course creation, faculty assignments, and student enrollments come from Banner/MyHeliotrope and are funneled directly into the LMS. Matriculated students who are officially registered for courses will automatically be enrolled into those courses in Brightspace. TLTC staff and instructors no longer have the ability to manually add/remove officially registered students into/from Brightspace courses.

If CTS cannot resolve your account issue, please create a ticket with the SUNY Online Help Desk

If you are an instructor and have requested a data sync from CTS and notice that your course(s) still do not appear in Brightspace, please contact the Registrar to confirm that your course is set up to generate a Brightspace shell.

Students

Brightspace course spaces automatically become available to students four (4) days prior to the course’s official start date. Your instructors may choose to make them available before this time frame or close them at any time. If needed, login to MyHeliotrope to confirm that your intended registration is accurate.

If you notice inconsistencies between your registration in MyHeliotrope and your enrollments in Brightspace, you will need to create a ticket using the CTS Helpdesk Work Order Tracking System (WOT) to request that data be synced between the two systems. Be sure to include the course’s CRN, Title, and Instructor in the Work Order details.

If CTS cannot resolve your account issue, please create a ticket with the SUNY Online Help Desk.

If the semester has officially already begun and you do not see your course(s) listed within the current semester category, first, check with your instructor. The course may not yet be visible to students. The visibility of Moodle course spaces is up to your instructors. If you’ve contacted your instructor but still don’t see what you expect to see in Brightspace, you must request that CTS sync your registration data with Brightspace. Please note that the TLTC cannot remedy enrollment issues.

My Brightspace courses have disappeared. What should I do?

If you notice that all of your Brightspace course enrollments disappear suddenly, you must contact the Office of the Registrar to determine what is causing the issue with your registration. Once the issue is resolved with the Registrar, your Brightspace courses will reappear shortly thereafter, as will any work you have already submitted in the course. Please note that the TLTC cannot remedy these issues.

Link to this FAQ: My class lists on MyHeliotrope and Brightspace don’t match. What should I do?