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Troubleshooting
Sometimes the unexpected happens. This could be the result of a technical problem, a limitation, or user error.
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Showing 19 of 19 results
NGLSync Troubleshooting
Sometimes problems can occur when managing your Explore courses through NGLSync.
LMS Troubleshooting
Sometimes problems can occur with Explore and your Learning Management System.
Google Classroom Troubleshooting
Sometimes problems can occur when syncing your course with Google Classroom.
Added Wrong Cengage Product or Course in LMS
When you add Cengage content to your LMS, you select a product, then create or copy a course using that product. If you accidentally select the wrong product, or copy the wrong course, you can easily change your selections in the Cengage tool.
Cengage Listed Twice in LMS Content Market
When integrating an Explore course with your LMS, you see two versions of the Cengage tool listed in your LMS.
Course Creation Error
An error message displays when you try to create a course.
Explore Course is not in Your LMS
After selecting Link to an existing course or section in your LMS, your Explore course does not display as an option.
General Error Message Displays
A General Error message displays and the action you were attempting is not successful.
Grade Sync Problems
Student grades in Explore do not sync to your LMS, or sync very slowly.
Links to Explore Courses or Activities Don't Work
When you click a link to an Explore course or activity from your LMS, the link doesn't open a new browser window with the course or learning activity.
Can't Register Google Classroom Students
Your course page shows the error message Students cannot be registered in your course until you correct your permission settings or unlink Google Classroom.
Google Classroom Roster Not Synced
If changes you make to your Google Classroom roster do not appear in your NGLSync roster after a few minutes, refresh your Google Classroom roster.
Students Asked for Payment
Your K–12 school district has purchased access to Explore for its students, but when students create accounts and sign in at the main Cengage home page, they are told their trial access will expire and asked for payment.
Can't Find Cengage Content in Blackboard
When setting up your Explore course in Blackboard, you cannot find Cengage content under Content (Blackboard Original) or Institution Tools (Blackboard Ultra).
Google Classroom Access Blocked
When students try to launch your course from Google Classroom, they see the error message Access blocked: Your institution's admin needs to review NGLSync.
Account Verification Pending (K-12 Using NGLSync)
You can't access your courses or materials and your NGLSync dashboard shows the error message: To access courses and materials, finish providing documentation to verify your status as an instructor.
Explore is Not Responding
If Explore is not responding or working correctly, you can check its status at techcheck.cengage.com.
Student ID Number Already Used
When you try to create a student account, you are told the student's number is already in use. If the student tries to create their own account, they are told they already have an account.
Where is My eBook?
If you don't see your eBook when you attempt to access, most likely it has expired.