Help Desk
Virtual Help Desk

Are you having a hard time navigating the different online course platforms? Is Brightspace, Zoom, Teams, or Adobe Connect giving you a headache?

The Virtual Help Desk is an online learning support service for students of the Faculty of Arts. Our team is here to help you navigate the digital world of the University of Ottawa and solve the various technical challenges you may face while taking online courses.  


To contact us, please call 613-562-5365* or  send us an email at


* Please leave us a detailed voicemail message (with your full name and email address) so that we can get back you as soon as possible.


Frequently asked questions

Everything You Need to Know About Brightspace
  1. How can I access Brightspace Portal?

In order to access Brightspace, visit the link

Log in using your uOttawa email address and uozone portal password.

  1. Where can I get the password for my Brightspace account if I forget it?

Please contact the IT department by creating a ticket here , or by calling their help line directly at 613-562-5800, ext. 6555. You can also visit their web page for more general information:

  1. I am unable to view some of my courses in my Brightspace portal. I registered for 5 courses but only 4 are showing in my portal. What should I do?

There are several reasons why a course you are registered for is not visible in Brightspace Learning Environment:

  • If you have only registered for the course within the last 24 hours, the registration may not be processed yet. Please wait 24-48 hours after registering for a course to appear in Brightspace Learning Environment.
  • If you are in the waiting list for the course, unfortunately you could not access it in Brightspace
  • If the course is not activated by the instructor, it could not be seen in Brightspace.
  • If the course has not yet started, it will not be visible in Brightspace Learning Environment.If you are unsure about when your course is supposed to start, contact the instructor for that course for further information.
  • The instructor may not be using Brightspace Learning Environment for this course. Contact the instructor to see if the course is available online in Brightspace Learning Environment.
  1. When I click on my course in Brightspace, I land on the home page. What should I do?

In this situation, try opening Brightspace in a different browser or in a new incognito tab on Google Chrome. If the problem still persists, please contact Brightspace Help Desk at 1-866-811-3201 or complete the support form.

  1. I dropped out of a class, but I can still see it in Brightspace. How can I permanently remove it from my portal?

As a student, you do not have the right to remove a course that you dropped out of from your Brightspace portal. Only your professor has such right. Just make sure that this course is no longer in your class schedule in the uOzone portal.

Everything You Need to Know About Adobe Connect
  1. I am unable to sign into Adobe Connect for my online courses. What should I do?

To sign into Adobe Connect, click on . Use your uOttawa email address and the password provided by Contact North / Contact Nord.

  1. I did not receive the Adobe Connect link for my online course. What should I do?

Your professor is responsible for sending you the information to access your courses. Please check these tabs on Brightspace (syllabus, announcements, course tabs, etc.) or previous emails from your teacher to make sure that the link is not accessible elsewhere. Please do not hesitate to contact the professor to report the problem.

  1. I have questions about Adobe Connect. Who should I contact?

Please call the IT Help Line, Monday through Friday, 7:30 a.m. to 10:30 p.m. EST, at 1-888-850-4628. Please feel free to read the resources for participants.

Everything You Need to Know About Zoom
  1. I can't find the invitation link to zoom sessions on Brightspace, what should I do?

There is now a Zoom tab in the Brightspace portal, which is highlighted in the image below. However, some professors are not yet using this new feature. The link may have been shared directly to your uOttawa email address. If not, please check in the syllabus, or under the “Content”, “Announcements” or “Calendar” tab.



  1. I can't hold meetings longer than 40 min on Zoom, why is that?

Unfortunately, meetings of more than 2 people are limited to 40 minutes when using the free version of Zoom. A paid account is required to eliminate this time limit. However, it is possible for the owner of a paid account to transfer permissions and allow other accounts to use premium features.

You can find the instructions for administrator operations by clicking here, or visit the frequently asked questions for administrators by following this link.

  1. My camera and microphone don't work during Zoom meetings. What should I do?

You should start by making sure that your camera and microphone are working outside of the Zoom app. If you are using a Windows computer, you can test your audio settings in the "sound" tab of your system settings. For video, you can launch the generic “camera” application (also called “camera” or “webcam”) from the start bar to check if everything is working properly.

You can also check all the settings directly in the Zoom app. You can access the settings via the small arrow next to the camera or microphone icon during an ongoing meeting as shown in the image below. You can also access it through the settings icon at the top right of the app's home page. If the tests are successful, you should now be able to use your microphone and camera in meetings.



Everything You Need to Know About VMWare
  1. I cannot connect to VMware and its applications. I get an "access denied" message when I try to access it with my uOttawa username and password. What should I do?

For security reasons, it is now necessary to register for Multiple Factor Authentication (MFA), in order to use the remote applications offered by the University of Ottawa. Registration for the MFA can be done here in 3 steps.

Once your registration is complete, you can log into VMware in two ways:

For the second option, you can find the configuration steps for your server by clicking here.

  1. I have to download the VMWare, but the site is asking me for a radius password. Where can I find this password?

Your Radius password is your uOttawa password, but you will first need to register for Multiple Factor Authentication, or MFA.

  1. I want to turn off my multi-factor authentication. What should I do?

Multiple Factor Authentication (MFA) is required to access RemoteApps (remote access to digital university resources) and / or RemoteLabs (remote access to labs and their resources) services.

Please note that removing your account from the Microsoft Authenticator app or removing the app from your smartphone does not disable multi-factor authentication. By doing this, you will simply no longer be able to log into your accounts using your uOttawa credentials, as you will continue to be asked for approval and you will no longer be able to provide the code or approve through the app. The deactivation procedure requires the intervention of the university's Information Technology department.

  1. I downloaded VMware on my computer, but I am asked for a server name to access the applications, which name should I enter?

The server made available to students is This will give you access to the software made available by your faculty. You can find detailed step-by-step instructions for installing VMware on the Student Labs Portal page of the Information Technology department. 

Everything You Need to Know About Electronic library

Everything You Need to Know About Electronic library

  1. I cannot access the online library with my uOzone / Brightspace username. What should I do?

In order to access the online library, you must enter your uoAccess without @ and use the same password for your other accounts like uOzone or Brightspace.



  1. I am having difficulty logging into the Ares platform. I get this message: "Licensing agreements for these databases require that access be extended only to authorized users". What should I do?

The Ares platform providing access to course manuals is available to all university students through their uoAccès credentials (the short name in front of @ and the same password).

In addition, since the migration to a unified address for all your uOttawa connections has been done recently, it is also possible that your username is not linked to the Ares platform. If so, please contact uOttawa Library Technical Support directly. You can do this in several ways:

  • By completing an online application here
  • By forwarding your request to the address ""
  • By calling the IT department directly at (613) 562-5800, extension 6555
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