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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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LMS Troubleshooting
Sometimes problems can occur with SAM and your Learning Management System.
Project Errors
When you submit a project for grading, SAM might warn about one or more problems with the submitted project file.
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 SAM 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 SAM do not sync to your LMS, or sync very slowly.
Links to SAM Courses or Activities Don't Work
When you click a link to a SAM course or activity from your LMS, the link doesn't open a new browser window with the course or learning activity.
SAM Course is not in Your LMS
After selecting Link to an existing course or section in your LMS, your SAM 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 SAM activity links while using Google Chrome.
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.
Maximum File Size Exceeded Error
When uploading a project file, a Maximum File Size Exceeded error displays and you are not able to submit your project.
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.
Wrong Application Error
When uploading a project file, a Wrong Application error displays and you are not able to submit your project.
Wrong Format Error
When uploading a project file, a Wrong Format error displays and you are not able to submit your project.
Wrong Name Error
When uploading a project file, a Wrong Name error displays and you are not able to submit your project.
Can't Open eBook
Your SAM course does not show an eBook.
Login and SAM Access Issues
The 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.
Multiple eBook Links
This is expected behavior. Your eBook is available in multiple formats, and all available formats are linked from your dashboard. Each format has the same content, but your notes and bookmarks do not transfer across formats. You can identify the format of your eBook by its title: eTextbook: Title Example: eTextbook: Calculus A reflowable eBook that adapts to fit different devices. This format provides the most accessible experience for people using assistive technology and conforms to ePUB...
Use SAM With Cengage Unlimited at Multiple Schools
Condition You enrolled in a SAM course at one school with Cengage Unlimited, then were unable to use your Cengage Unlimited account to enroll in a SAM course at a different school. Cause Your SAM account is linked to the first school you enrolled in using Cengage Unlimited. Remedy Contact customer support to request help enrolling in SAM courses in multiple schools. United States Higher education: support.cengage.com Secondary education: cengageorg.my.site.com/Service/s/k12login?language=en_US...
Maintenance
To 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.
Server Availability
Excluding 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.
Can't Find Cengage Content in Blackboard
When setting up your SAM course in Blackboard, you cannot find Cengage content under Content (Blackboard Original) or Institution Tools (Blackboard Ultra).
Recovering and Resuming from a Crash or Lost Connection
If your computer crashes or you lose your connection to SAM while working, you can restart it once conditions return to normal. Sign in as you normally do, go to the SAM Assignments page and select the assignment. The assignment displays in red. The Content Player begins where you left off and any completed questions and tasks save.
SAM is Not Responding
If SAM is not responding or working correctly, you can check its status at techcheck.cengage.com.