Troubleshooting Sometimes, the unexpected happens. This could be the result of a technical problem, a limitation, or user error. SAM is Not RespondingIf SAM is not responding or working correctly, you can check its status at techcheck.cengage.com.Login and SAM Access IssuesThe online help that displays on the SAM Login Page at sam.cengage.com provides help in configuring your specific browser for use with SAM and avoiding any additional warnings or pop-up boxes from appearing while using the site.Recovering and Resuming from a Crash or Lost ConnectionIf your computer crashes or you lose your connection to SAM while working, you can restart it once conditions return to normal. Log in as you normally do, go to the SAM Assignments page and re-select the assignment. The assignment displays in red. The Content Player begins where you left off and any completed questions and tasks save.Project ErrorsWhen you submit a project for grading, SAM might warn about one or more problems with the submitted project file.Server AvailabilityExcluding scheduled maintenance outages, we make every reasonable effort to provide a server Availability of 99.5%. "Availability" is the amount of time SAM is available and capable of receiving, processing and responding to incoming transactions from the requesting users. If the Internet in general is having problems or a customer’s Internet service provider is having problems, any downtime resulting from such problems is not deducted from SAM’s Availability time.MaintenanceTo perform system maintenance, backup and upgrade functions, we anticipate that there will be eight (8) hours of scheduled maintenance downtime per quarter. We schedule downtime during a low usage time, typically Sunday mornings. For normal maintenance, Cengage Learning will make all reasonable efforts to notify SAM instructors, administrators and supervisors of the scheduled maintenance two (2) weeks prior to the maintenance.