First Day® Publisher Support Path Support and Troubleshooting Quick Guide

First Day Publisher Guide to Support & Troubleshooting

Student Support Paths

  • If an Individual Student is reporting an issue:

Student should contact Customer Care

  • If Multiple Students or Entire Class is reporting an issue:
    • Report to bookstore manager, they can escalate via established support processes
    • Individual students can also contact Customer Care


How Students Access Materials

Delivery Method

Where to Access Materials

Opting Out

eBook

Via “Course Materials” link in the LMS

Via “Course Materials” Link in LMS

Courseware – SSO Partner Integration/CPI

Via “Course Materials” link in the LMS

Via “Course Materials” Link in LMS

Courseware – Access Code Reveal

Reveal access code at “Course Materials” link in the LMS. Redeem code at link provided on that page or in publisher’s integration in the LMS.

Via “Course Materials” Link in LMS

Courseware – Publisher Direct

Via publisher’s integration in the LMS.

Via “Course Materials” Link in LMS


Support Path by Delivery Type

Note: If the course was setup with a different delivery method or product than expected, escalate to the bookstore manager.

  • eBooks

Students should ensure popup blockers are turned off. If they still have issues, they should contact Customer Care.

  • Courseware – SSO Partner Integration/CPI

Publisher assists with faculty setup courseware and will assist with any courseware product issues. Work with bookstore manager if anything needs to be escalated.

  • Courseware – Access Code Reveal

Students must be enrolled in the SIS data to receive a code and can contact Customer Care for help.

  • Courseware – Publisher Direct

Publisher assists on issues.

Common Faculty Issues

  • Faculty not seeing an Access Code

Faculty do not receive an access code. They will also not see one in Student View. Publisher provides instructor access.

  • “Course Materials” link says, “You currently have no materials associated with this course.”

This is a mapping delay or issue. Faculty should try the link 5-10 minutes later. If it still does not work, escalate to bookstore manager.

Customer Care Contact Info

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