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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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Troubleshooting SAM in MindTap
Sometimes, the unexpected happens. This could be the result of a technical problem, a limitation, or user error.
LMS Troubleshooting
Sometimes problems can occur with MindTap and your Learning Management System.
Live Virtual Machine Labs Troubleshooting
Resolve common issues with Live Virtual Machine Labs.
Coding Labs Troubleshooting
Resolve common issues with Coding Labs.
Virtual Labs Troubleshooting
Resolve common issues with Virtual Labs.
NGLSync Troubleshooting
Sometimes problems can occur when managing your MindTap courses through NGLSync.
Google Classroom Troubleshooting
Sometimes problems can occur when syncing your course with Google Classroom.
Project Errors
When you submit a project for grading, MindTap might warn about one or more problems with the submitted project file.
Virtual Labs
Virtual Labs is an interactive learning environment in MindTap course activities where students can practice in real time on live IT systems.
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 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.
Date Sync Problems
Due and available dates should sync automatically between MindTap and your LMS. If due dates don't sync in a copied Canvas course, your new course might have Until dates that prevent changes. For other date sync failures, request a manual date sync in MindTap.
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 do not sync to your LMS, or sync very slowly.
Links to MindTap Courses or Activities Don't Work
When you click a link to a MindTap course or activity from your LMS, the link doesn't open a new browser window with the course or learning activity.
MindTap Course is not in Your LMS
After selecting Link to an existing course or section in your LMS, your MindTap 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 activity links while using Google Chrome.
Can't Start Live Virtual Machine Labs Virtual Machine
The Live Virtual Machine Labs activity does not start and displays An error occurred while attempting to start the selected virtual machine(s).
Session Data is Invalid
The Live Virtual Machine Labs activity displays a Session Data is Invalid warning.
Completed Lab Displays as In Progress
Condition After completing a Virtual Labs activity, the activity displays in the MindTap gradebook as still in progress. Cause If you close an activity without clicking Submit , your work is not saved. Remedy Complete the activity. Close your Virtual Labs tab or click Close Window on the survey.
Need Sign-In Credentials for Virtual Labs
The sign-in information for virtual machines is located on the Resources tab of the Instructions pane.
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.
File Password and Protection Error
When submitting a project file, a File Password and Protection error displays and you are not able to submit your project.
Macros Disabled in Project File (macOS)
macOS only: When you try to open a project file, you see a notification about disabled macros. Or, macros for the project file do not run and the project cannot be completed.
Microsoft has Blocked Macros From Running (Windows)
Windows only: When you try to open a project file, you see the following warning: SECURITY RISK Microsoft has blocked macros from running because the source of this file is untrusted. Macros for the project file do not run and the project cannot be completed.
Project incident rejection Error
When submitting a project file, a Project incident rejection error displays and you are not able to submit your project.
Virus Detected Error
When uploading a project file, a Virus Detected error displays and you are not able to submit your project.