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Troubleshooting and Support
Sometimes, WebAssign might not behave as expected. This could be the result of a technical problem, a limitation, or user error. Whatever the cause, these topics can help you understand and address some of the most common issues before contacting Customer Support.
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Troubleshooting and Support
Sometimes, WebAssign might not behave as expected. This could be the result of a technical problem, a limitation, or user error. Whatever the cause, these topics can help you understand and address some of the most common issues before contacting Customer Support.
NGLSync Troubleshooting
Sometimes problems can occur when managing your WebAssign courses through NGLSync.
Google Classroom Troubleshooting
Sometimes problems can occur when syncing your course with Google Classroom.
LMS Troubleshooting
Sometimes problems can occur with WebAssign and your Learning Management System.
LMS Troubleshooting
Sometimes problems can occur with WebAssign and your Learning Management System.
Other Problems
The following issues are not specific to a particular area of the application.
Other Problems
The following issues are not specific to a particular area of the application.
Score/GradeBook Problems
Sometimes, problems can happen with assignment scores or the WebAssign GradeBook.
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.
Class Not Available
A class you enrolled in is not listed on your sidebar or WebAssign home page.
Class Not Available
A class you enrolled in is not listed on your sidebar or WebAssign home page.
Enrolled in the Wrong Class After Using Class Key
After using a class key to enroll, you are enrolled in the wrong class in WebAssign.
Questions or Assignments Not Shown in Class Insights
Some assignments or assignment questions might not be shown in Class Insights.
Can't Open Assignment
Your assignment does not open when you click it.
Can't Practice Another Version
The Practice Another button isn't displayed in your question header.
Can't Upload a File
When trying to upload a file, an error message is displayed.
Can't Upload a File
When trying to upload a file, an error message is displayed.
Can't View Data for Archived Section
You can't view student responses, question scores, or log data, or you can't change section dates, GradeBook settings, or scores, for a section that ended more than six years ago.
Cannot View Question
WebAssign displays an error in place of your question.
Characters that can't be graded
When working in a mathPad, calcPad, or physPad problem, a message is shown indicating that your answer contains a number of characters that can't be graded.
Chromebook Problems
WebAssign might not work correctly on devices running Chrome OS (Chromebooks).
Chromebook Problems
WebAssign might not work correctly on devices running Chrome OS (Chromebooks).
Content Security Warning
Your browser displays a warning that a page in WebAssign contains mixed content or content that is not encrypted or secure. In addition, some content in the page might not be displayed.
Content Security Warning
Your browser displays a warning that a page in WebAssign contains mixed content or content that is not encrypted or secure. In addition, some content in the page might not be displayed.
Due Date Changes Unexpectedly for Timed Assignment
If you started a timed assignment and your instructor granted you extra time, the assignment due date changes until you resume work on the assignment.
Have to Enter a VitalSource Password to Open eBook
When trying to open an eBook, you are asked to enter your VitalSource password.
Have to Enter a VitalSource Password to Open eBook
When trying to open an eBook, you are asked to enter your VitalSource password.
Incorrect Scoring
If you think your answer was scored incorrectly, use this checklist to rule out some common problems before reporting the question to your instructor.
Object Disappears from Graphing Tool
Your object disappears from the graphing tool while you're trying to graph it.
Object Disappears from Graphing Tool
Your object disappears from the graphing tool while you're trying to graph it.
WebAssign Displays Your answer was not submitted
Sometimes the Mathematica server responds slowly when grading mathPad, calcPad, or physPad questions.
Can't Download Student Scores or Responses
When trying to download student scores, grades, or responses, An error occurred while processing your request is displayed.
Can't Sign in to Take Math Placement Test (North Carolina State University)
Sometimes, new students have problems signing in to take their math placement test.
Linked to Wrong WebAssign Account
After purchasing Cengage Unlimited or course access, you are still asked to purchase access in WebAssign. The account listed in WebAssign does not match the account you used to purchase access. After purchasing course access, you are still asked to purchase access in WebAssign. The account listed in WebAssign does not match the account you used to purchase access.
Linked to Wrong WebAssign Account
After purchasing Cengage Unlimited or course access, you are still asked to purchase access in WebAssign. The account listed in WebAssign does not match the account you used to purchase access. After purchasing course access, you are still asked to purchase access in WebAssign. The account listed in WebAssign does not match the account you used to purchase access.
Missing Non-WebAssign Scores
After you upload or manually enter GradeBook data for assignments done outside of WebAssign, the GradeBook is missing scores.
Marvin JS Answer Looks Correct But Marked Incorrect
Sometimes a Marvin JS answer that looks like the answer key is marked wrong.
Marvin JS Drawings Scaled Up
Marvin JS drawings with a small chemical structure — for example, a single atom or small molecule such as water — are displayed larger than users might expect.
Marvin JS Toolbar Buttons Hidden on iPad
For some Marvin JS questions, the toolbar is wider or taller than the Marvin JS frame. If this happens, scroll buttons are displayed at the end of the toolbar. However, in older versions of the Safari browser, these scroll buttons do not work.
WebAssign can't grade Marvin JS questions right now
Rarely, WebAssign can't contact the server that grades Marvin JS questions. When this happens, the message WebAssign can't grade Marvin JS questions right now is displayed.
Assignment Problems
Sometimes problems can occur when you are working on assignments in WebAssign.
Sign-In Problems
Sometimes problems can occur when signing in to WebAssign.
Sign-In Problems
Sometimes problems can occur when signing in to WebAssign.
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.
Receiving Ask Your Teacher Messages and Extension Requests for All Sections
Course coordinators often see notifications in WebAssign for Ask Your Teacher messages and extension requests for sections they created but are not teaching.
Marvin JS Problems
Some problems have been reported in specific situations when you are using the Marvin JS tool in WebAssign.
Assignment Loads Slowly
Sometimes, assignments load slowly in WebAssign. Often, this is because a large assignment has been configured to display all questions at once.
Browser Displays a Message That WebAssign is Not Supported
If you sign in to WebAssign from a browser version or system that is not explicitly supported by WebAssign, a message is displayed.
Browser Displays a Message That WebAssign is Not Supported
If you sign in to WebAssign from a browser version or system that is not explicitly supported by WebAssign, a message is displayed.
Can't Copy Section Schedule
When you try to copy a section schedule to an existing section in the same course, the section you want to copy to is not available.
Cannot Change Your Answers Even Though You Have More Submissions
For some assignments, after submitting one or more answers, you cannot change your answer again, even though you have more submissions and the assignment deadline has not passed.
Cannot See Datasets in SALT
Datasets might not load or transfer properly in SALT questions if browser extensions are enabled. They can disrupt the data transfer in SALT even if it initially appears successful.
Cannot Submit Assignment
When you attempt to submit an assignment, WebAssign indicates that the assignment is past due, even though your clock indicates that it is not yet time for the assignment to be due.
LockDown Browser Is Not Working Properly
Sometimes, LockDown Browser does not work properly.
Problems Working on iPad
Most WebAssign tools are enabled for use on iPad, allowing students to complete many assignments using Safari on iPad. But there are some known issues for students using an iPad.
Problems Working on iPad
Most WebAssign tools are enabled for use on iPad, allowing students to complete many assignments using Safari on iPad. But there are some known issues for students using an iPad.
Student Assistant Doesn't Work
When you try to open the Student Assistant in Safari, it does not display.
Different Name or Institution Displayed
If you see someone else's name and institution displayed at the top of any page in WebAssign, you are signed in to that person's WebAssign account. Most likely, that person did not sign out of WebAssign completely before you started working.
Different Name or Institution Displayed
If you see someone else's name and institution displayed at the top of any page in WebAssign, you are signed in to that person's WebAssign account. Most likely, that person did not sign out of WebAssign completely before you started working.