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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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NGLSync Troubleshooting
Sometimes problems can occur when managing your MindTap for K–12 courses through NGLSync.
LMS Troubleshooting
Sometimes problems can occur with MindTap for K–12 and your Learning Management System.
Google Classroom Troubleshooting
Sometimes problems can occur when syncing your course with Google Classroom.
Unlink Google Classroom
If you decide not to use Google Classroom after linking your course, unlink 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 a MindTap for K–12 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.
General Error Message Displays
A General Error message displays and the action you were attempting is not successful.
Grade Sync Problems
Student grades in MindTap for K–12 do not sync to your LMS, or sync very slowly.
Links to MindTap for K–12 Courses or Activities Don't Work
When you click a link to a MindTap for K–12 course or activity from your LMS, the link doesn't open a new browser window with the course or learning activity.
MindTap for K–12 Course is not in Your LMS
After selecting Link to an existing course or section in your LMS, your MindTap for K–12 course does not display as an option.
Signed out of Moodle While Using Cengage Tool
You are signed out of Moodle when you try to add MindTap for K–12 activity links while using Google Chrome.
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 MindTap for K–12 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 MindTap for K–12 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.
MindTap for K–12 is Not Responding
If MindTap for K–12 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.