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Troubleshooting Brightspace (D2L) Issues for Instructors

In this guide:

Roster-Syncing Issues

Issues Solutions

I can only sync part of my roster.

If some members of your course can’t be synced along with the rest of your roster, most likely, these members do not have an email address associated with their account in Brightspace. To fix the issue, either ask the course members or your Brightspace admin to add the email addresses to the accounts in Brightspace. Then re-sync the roster.

I can't sync my roster at all.

  • TAs: Ask an instructor to change your role to "instructor" on the Brightspace course class list and resync the roster in Gradescope.
  • Instructors: Please contact

After I unlink a D2L course from Gradescope, the initially synced roster will remain on the Roster page even after I link a new course.

Please contact to have the excess students removed. Alternatively, if there are no assignments within the course, you can delete it and create a new one to link with Gradescope.


Embedded-Window Issues

Issues Solutions

Gradescope doesn’t appear in the embedded window when I use the Safari browser.

To use Gradescope in an embedded window within Brightspace (D2L), select Preferences from Safari’s settings and then ensure Prevent cross-site tracking is unchecked.


Gradescope doesn’t appear in the embedded window when I use Chrome in incognito mode.

Third-party cookies may be blocked which will prevent this functionality.

To temporarily enable third party cookies, select the eye icon on the right of the URL address bar when you attempt to launch Gradescope LTI. A modal will appear where you can select "Site not working?" and then Allow cookies. This setting will reset when you restart your browser.

To permanently allow third-party cookies, go to Select Privacy and security and then Cookies and other site data. Here you will be able to Allow all cookies. This setting will remain unless you return to the settings and disable it.

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