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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
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Delivery Method
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Where to Access Materials
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Opting Out
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eBook
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Via “Course Materials” link in the LMS
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Via “Course Materials” Link in LMS
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Courseware – SSO Partner Integration/CPI
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Via “Course Materials” link in the LMS
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Via “Course Materials” Link in LMS
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Courseware – Access Code Reveal
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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.
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Via “Course Materials” Link in LMS
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Courseware – Publisher Direct
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Via publisher’s integration in the LMS.
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Via “Course Materials” Link in LMS
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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.
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