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Student Support

How to Use This Page?

Welcome! This page is your guide for navigating Quercus (U of T’s learning management engine powered by Canvas) and learning more about educational technology tools at U of T. Find answers to common questions about using Quercus, stay informed about important updates, and learn who to contact for technical issues, course-specific questions, or other concerns.

Instructors: Share this page with your students to help them troubleshoot common Quercus issues.

Quercus FAQs & Important Notices

Getting Started with Quercus

Quercus Tools and Features

Support & Getting Help

Quercus FAQs & Important Notices

Your Responsibility as a Student for Course Notifications and Email

Make sure your email address listed in ACORN is a @mail.utoronto.ca address (or a university email address given to you by your department, for example @physics.utoronto.ca). You get a @mail.utoronto.ca address when you activate your UTORid and Password. You can check your U of T email account at http://mail.utoronto.ca/.

All course correspondence sent through Quercus is delivered to a university-issued email address, in accordance to university policy. Due to this policy, in order to receive email from Quercus, you must update ACORN with your official university-issued e-mail address. Until you do this step, you will not be able to receive email sent through Quercus by your instructor.

Issues Logging in to Quercus

What is my UTORid?

Your UTORid gives you access to various University of Toronto services, including institutional email and Quercus courses.

To obtain a UTORid, you first need to obtain a T-Card (student identification card) from a T-Card office. Your UTORid is printed on the student card. You should also receive a printout from the T-Card office with instructions on how to activate your UTORid.

I can’t log in to Quercus with my UTORid and password

If you see a message indicating that your username or password is incorrect, please try the following steps:

  1. Verify your UTORid and password. If the verification is successful, you will see a confirmation message. After verifying, wait a few minutes and then try logging into Quercus again.
  2. If the issue persists, try accessing Quercus using a different browser or an incognito/private browsing window.
  3. If the verification in step 1 fails, or if you have forgotten your UTORid or password, please contact Information Commons Help Desk for assistance:

Information Commons Help Desk
📧 help.desk@utoronto.ca
📞 416-978-HELP (4357)

I am encountering issues with UTORMFA/Duo app

UTORMFA is the University of Toronto’s multi-factor authentication solution and is used to access many of U of T services such as Quercus.

If you have not already, please enable UTORMFA.

If you are experiencing issues with enabling or using UTORMFA, please contact Information Commons Help Desk:

Information Commons Help Desk
📧 help.desk@utoronto.ca
📞 416-978-HELP (4357)

You are also welcome to visit UTORMFA FAQs for more information.

Course Access

I can’t see my course on my Quercus Dashboard

  1. Are you registered for the course on ACORN?Make sure you’re officially enrolled in the course through ACORN. If you do not see your course on ACORN, please contact your Registrar’s Office for further assistance.
  2. Did you register for the course within the last 48 hours? It can take 24–48 hours for course enrollment updates in ACORN to be reflected in Quercus. If you recently registered, please wait and try logging into Quercus again after 24 hours.
  3. Is the course published in Quercus? Courses are unpublished by default when first created in Quercus. Your instructor needs to publish the course to make it visible to students. To check, go to Courses > All Courses in Quercus. If the course appears greyed out, it means it has not been published yet. If you have any questions, reach out to your instructor to confirm the course status.

My course name/code in Quercus is different from the course information on ACORN

If the course name or code you see in Quercus differs from what is listed in ACORN, it is possible that your course section has been merged with another section in Quercus. This is a common practice to streamline course management for instructors teaching multiple sections.

To confirm whether this is the case and to ensure you are in the correct course, please contact your instructor directly for clarification and assistance.

I dropped my course on ACORN, but it still appears in Quercus and/or I’m still receiving course related notifications

If you have recently dropped a course through ACORN, please note that it can take 24–48 hours for this change to be reflected in Quercus.

If more than 48 hours have passed and the course still appears in Quercus or you are continuing to receive course-related notifications, it is possible that you are still enrolled in a manually created section within the Quercus course.

In this case, please contact your course instructor, who can remove your enrollment from the course manually.

I can no longer access my completed course in Quercus

Once a course has reached its end date, it will no longer appear on your Dashboard. To access it:

  1. Go to Courses in the Global Navigation Menu.
  2. Select All Courses.
  3. Scroll down to the Past Enrollments section.

Course Not Showing Up?

If the course does not appear under Past Enrollments, it may be due to visibility settings set by your instructor. In that case, please contact your instructor directly for clarification or to request access.

Course Access After the Term Ends

Quercus courses are placed in a read-only state for students one month after the course ends. When a course is in read-only mode, you can no longer submit assignments, post in discussions, or perform any interactive tasks. Notifications for course updates will also stop. However, you may still access course materials and your grades, unless restricted by your instructor.

How do I remove a course from my Dashboard?

When you are enrolled in more than one Quercus course, you can customize the active courses you want to show in your Course list. If you want to remove the default course card setting, you can customize the course list and manually select your favorite courses to display on the Dashboard. Additionally, in the Course Card Dashboard, you can open the Options menu for a course card, click the Move tab, and select the Unfavorite option. Unfavoriting a course requires a confirmation before the course is removed from the Dashboard.

Unfavorite Course Card

Courses can be re-added as favorite on the All Course page, which can be accessed from the Courses link in the Global Navigation Menu.

I have a question about course registration or withdrawal on ACORN

For any questions or assistance with course registration or withdrawal please contact your Registrar’s Office.

Change Personal Information

How can I change my name as it appears in Quercus?

  • Official Name Change: For official name change you should contact the Registrar’s Office.
  • Change to Preferred First Name: You can change your display first name in Quercus by going to https://my.auth.utoronto.ca/, typing in your preferred first name and clicking “Save Display First Name”. It will take 24 hours for the change to be reflected in Quercus.

Troubleshooting Issues

I am encountering an issue or seeing an error message in Quercus

Start by checking whether the issue is part of a larger, University-wide problem. Visit the U of T ITS System Status page (also accessible from the Campus Status page) to see if there are any current outages or system alerts affecting Quercus.

If there are no known outages, the issue is likely specific to your setup. Many Quercus issues are caused by browser-related problems. Try the following troubleshooting steps:

  1. Use a different browser – the latest version of Chrome, Firefox or Safari are recommended.
  2. Try an incognito/private browsing window – This disables most extensions and cached data that could interfere.
  3. Clear your browser’s cache and cookies (Chrome/Firefox/Safari).

Having trouble with a specific feature like Discussions, Quizzical, Collaborations?

Check out the Problems with Course Features or Content section below for targeted troubleshooting tips and guidance.

I am not receiving Quercus notifications in my U of T email address

  1. Check your global notification settings: If you have changed your Quercus notification preferences in the past, review them to ensure the correct options are selected.
  2. Review course-specific settings: If you are only missing notifications from a particular course, check the notification settings for that course individually.
  3. Verify your email address: Ensure your university-issued email address is correctly listed in your Quercus account settings. Please also see the notice about your responsibility as a student for course notifications and email. If you see an exclamation mark or error message next to your email address in your Quercus account settings, please contact q.help@utoronto.ca for assistance.
  4. Check your Spam or Clutter folder: If everything appears to be in order but you are still not receiving notifications, check your Spam or Clutter folder in case the emails have been directed there.

I see a large icon (zoomed-in icon) when I log in to Quercus

Large Icon in Quercus

If you see a single large icon after logging into Quercus try the following troubleshooting steps:

  1. Make sure you have a stable internet connection and are using the latest version of a supported browser (Chrome, Firefox, or Safari are recommended).
  2. Perform a hard refresh by holding down the Shift key and clicking your browser’s refresh button to force a full reload of the page.
  3. Use a different browser or an incognito/private window.
  4. Clear your browser’s cache and cookies (Chrome/Firefox/Safari).

Problems with Course Features or Content

I am unable to attach a file to a Discussion

If you are having trouble attaching a file to a discussion post, it may be due to your user storage quota.

Files added to ungraded Discussions and those uploaded via the Rich Content Editor count toward your personal storage limit in Quercus (50MB). Once this limit is exceeded, you won’t be able to upload additional files to ungraded discussions. To resolve the issue you can:

  • Free up storage: Go to your User Files and delete any unused or unnecessary files to free up space.
  • Use OneDrive (if permitted by your instructor): Alternatively, you can upload your file to OneDrive, then use the O365 OneDrive option in the Rich Content Editor (e.g., in your discussion reply) to share the file.
  • Video files: Upload videos to a video hosting platform such as MyMedia, then share the link in your reply, or embed the video directly in the Rich Content Editor.

I receive an error message when trying to access Quizzical in my course

Quizzical error message in a Quercus course

If you see a message saying “You do not have any active courses in this semester. Please contact your TA or instructor to setup Quizzical.” please reach out to your instructor directly as they may need to adjust your access to the tool.

I am unable to access or create Collaborations documents

If you encounter an error message when trying to access or create Collaborations documents in your course or group, please try the following troubleshooting steps. If the issue persists after one step, proceed to the next:

  1. Try a different browser or private/incognito window

    This helps rule out issues caused by browser extensions or cached data.

  2. Sign into your Microsoft account

    Log into your Microsoft account using your U of T email address. Once signed in, keep that tab open, then open a new tab in the same browser, and try accessing Collaborations again from your course.

  3. Remove outdated Office 365 integrations
    • In Quercus, navigate to Account (top-left), then select Settings.
    • Scroll down to Approved Integrations.
    • Locate and delete any items labeled “Office 365 – YUL env” using the trash can icon.
    • Try accessing Collaborations again.

      O365 Integration in Quercus account settings

  4. Check the O365 OneDrive link in your course
    • Select O365 OneDrive option in your course navigation menu (if it is enabled in your course).
    • Sign in with your U of T email address. If you are already signed in, try logging out and back in.
    • Attempt to access Collaborations again.

I can’t access media files (e.g., videos) shared in my course

If you’re having trouble viewing media files in your course, try the following steps:

  1. Use a different browser or a private/incognito window

    This can help rule out issues caused by browser extensions or cached data.

  2. For videos uploaded to MyMedia and embedded in Quercus:
    • Sign in to MyMedia using your UTORid. Once logged in, keep that tab open. Then, in a new tab, return to your Quercus course and try accessing the video again.
    • Alternatively, right-click the video title that appears in the grey bar above the embedded video and choose “Open link in new tab/window.” This will open the video directly in MyMedia, where you can log in and view it.

Assessments (Assignments and Quizzes)

Taking Quercus Quizzes: Important Notices

  • When taking quizzes, you must open the quiz in only one single browser tab/window. If you open the quiz in multiple browsers or in more than one tab/window in the same browser, your answers may not be saved or submitted.
  • Canvas mobile apps should not be used for any high-stakes activities such as quizzes or assignments.

I am encountering issues with submitting my assignment

For submitting assessments in Quercus, please make sure of the following:

  • You have a stable internet connection.
  • You are using a laptop or desktop computer (assessment submissions via the Canvas mobile apps are not recommended).
  • You are using the latest version of a supported browser (Chrome, Firefox, or Safari).

If the submission is still open and you are encountering issues, try switching to a different browser or using an incognito/private browsing window, then attempt to submit again.

If the submission is no longer available, please contact your instructor directly for guidance.

Notes:

  • Depending on the assignment submission type set by your instructor, not all file types may be available for your assignment submission.
  • Not all of your assignments may be submitted online. If you cannot see the Start Assignment button, your instructor may want you to submit your assignment in a different way or the availability date has passed. View the description of the assignment for instructions, or contact your instructor for assistance.
  • Canvas does not support file uploads larger than 5 GB.

My assignment submission is not showing in Quercus

After submitting an assignment, you should see confirmation details in the sidebar, and can access your submission via Submission Details.

Student Assignment Submission Confirmation in Quercus

If you do not see the confirmation details, and the assignment is still open for submission, try submitting again using a different browser or a private/incognito window to ensure the submission goes through properly. If the assignment is no longer open for submission, contact your instructor for further guidance.

I encountered an issue while taking a quiz

Before troubleshooting, please review the Taking Quercus Quizzes notice for best practices and common issues.

If you continue to experience problems while taking a quiz:

  1. Close all browser tabs or windows where the quiz is open.
  2. Switch to a different browser or use a private/incognito window to resume the quiz. Make sure the quiz is open in only one browser tab or window at a time.

If the issue persists—especially during a timed quiz—it is strongly recommended that you contact your instructor immediately for support.

Quercus supports use of math equations in Rich Content Editor. When using equations in Quizzes, please keep in mind the following:

  • Copying equations from a question in a Quiz into your answer may cause portions of your answer to be blank. Please use the “Insert Math Equation” option in the Rich Content Editor to add equations to your answer, instead of copy/pasting equations from the question.
  • Combining text entered using the “Insert Math Equation” function and plain text entered in the standard input box may cause issues where part of your text may not show up properly. If equations are used, it is strongly advised that they should be built entirely using the “Insert Math Equation” function.
  • When using the Equation editor : Using the underscore “_” symbol in the “Basic View” may break the display for your answer. It is recommended to use the “Advanced View” if you are using underscores.

Grade Access

I don’t see my grades in Quercus

In Quercus, assessment grades are hidden by default until they are posted by your instructor.

If you don’t see a grade for a submitted assessment, it may be because:

  • Your instructor has not yet graded it, or
  • The grades have not been posted to students.

Once grades are posted, you will be able to view your grade and any feedback your instructor has provided under the Grades section of your course.

Note: Official final course grades are released only by the University Registrar’s Office through ROSI/ACORN.

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Getting Started with Quercus

Quercus (built on the Canvas Learning Management System) powers U of T’s Academic Toolbox. It provides a robust set of tools for content sharing, communication and collaboration, assessment, and more—all designed to support teaching and learning.

How to Access Quercus?

You can access Quercus at https://q.utoronto.ca/, and login using your UTORid and password.

After entering your UTORid and password, you will need to use U of T’s Multi Factor Authentication (UTORMFA) to access Quercus. UTORMFA verifies your identity using a second factor, like a mobile device, to ensure that only you can log in to your account.

Users must self-enrol in UTORMFA to access University web services, such as Quercus.

Quercus Quick Start Checklist

Where to Find My Courses?

You can access your courses through two main areas in Quercus:

Dashboard

The Dashboard is the landing page when you log into Quercus. It typically displays your currently active courses.
If you have customized your Courses list, only the courses you have marked as favourites will appear on your Dashboard.

All Courses

To view all your enrolled courses:

  1. Select Courses from the Global navigation menu
  2. Select All Courses link.

On the All Courses page you will see all your enrolled courses, including:

  • Unpublished courses: These may include your current or future courses that your instructor has not yet published. You can see them listed, but you will not be able to access them until they are published.
  • Past enrollments: These are courses from previous terms. Unless your instructor has restricted access, you can still view the course content.Note: One month after the official course end date, past courses become read-only. This means you can no longer submit assignments, post to discussions, or perform other interactive tasks. You will also stop receiving course notifications.

If you have questions or need access to content from a past course, please contact your instructor directly.

Accessibility Options in Quercus

Canvas (Quercus) Accessibility Standards 

Microsoft Immersive Reader: The Microsoft Immersive Reader makes text content in Quercus more accessible and easier to read. It offers features that support reading comprehension, including text decoding, translation, and read-aloud capabilities. Immersive Reader is available in select areas of your course, such as individual assignments, Pages, and the Syllabus. In supported areas, you’ll see the Immersive Reader button in the page header. Please note that Immersive Reader does not read or play embedded videos, linked content, or External Tool content embedded in the Rich Content Editor.

High Contrast User Interface: The high contrast user interface (UI) enhances the color contrast of text, buttons, and other elements so they are more distinct and easier to identify in Quercus. This feature can be enabled by navigating to Account in Global navigation menu and selecting the Use High Contrast UI toggle.

Dyslexia Friendly Font: This feature helps improve readability for users with dyslexia. To enable it, navigate to Account in Global navigation menu and select the Use a Dyslexia Friendly Font toggle.

Accessibility options in Quercus User Settings

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Quercus Tools & Features

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Support & Getting Help

Didn’t find the answer you were looking for on this page? No worries — you can reach out to the appropriate group for further assistance:

School of Continuing Studies (SCS) Students
For students enrolled in the School of Continuing Studies – please contact elearning@utoronto.ca for all inquiries.

Registrar’s Office
For academic advising, any problems of an academic or personal nature, inquiries related to ACORN (e.g., course registration or withdrawal), admissions, and financial aid contact your Registrar’s Office.

University of Toronto Mississauga (UTM) Students
Learn Anywhere – tips, tools and strategies to support UTM students. For additional support with your online learning, you could submit a ticket to the UTM Information & Instructional Technology Services.

Information Commons Help Desk
For issues related to Wi-Fi or network connections, email address, DUO App (UTORMFA), UTORid and password, please contact Information Commons Help Desk:

Information Commons Help Desk
First Floor, Robarts Library, 130 St. George Street, Toronto
Phone: 416-978-HELP (4357)
Email: help.desk@utoronto.ca

Quercus Help
For Quercus-related technical issues and concerns not addressed on this page, please contact: q.help@utoronto.ca.

Student Support Contact Guide

If you’re experiencing an issue or have a question, follow the steps below to find the most appropriate contact for support:

    1. Is the issue you are experiencing listed on System Status page?
      • Yes: This is a university-wide issue. Please visit the System Status page regularly for updates and resolution.
      • No: Proceed to the next question.
    2.  Is your course offered by the School of Continuing Studies (SCS)?
    3. Is your inquiry about any of the following:
      • Academic advising
      • Academic or personal matters
      • ACORN (e.g., course or program enrollment, course withdrawal)
      • Admissions
      • Financial aid
    4. Is your inquiry related to:
      • UTORid and password
      • Email Address
      • DUO App (UTORMFA)
      • Internet Connection
      • Yes: Please contact the Information Common Help Desk.
        Email: help.desk@utoronto.ca
        Phone: 416-978-HELP (4357)
      • No: Proceed to the next question.
    5. Is your inquiry about course content access, assessment submissions or grades?
      • Yes: Please reach out to your instructor directly
      • No: Please refer to the Student FAQs section on this page for troubleshooting steps and potential solutions. If you do not find an answer or the issue persists, contact q.help@utoronto.ca for further assistance.

Additional Resources

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