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LMS Troubleshooting
Sometimes problems can occur with WebAssign and your Learning Management System.
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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.
Unlink Google Classroom
If you decide not to use Google Classroom after linking your course, unlink Google Classroom.
Use WebAssign as a Student
Use Student View to experience WebAssign as a student. Switch to Student View when you create courses, set up Personal Study Plans, configure scoring and grading, schedule assignments, etc. to ensure that everything is working as you intended. This is also a great way to troubleshoot problems, like assignments not scoring correctly.
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.
Brightspace Problems
Sometimes problems can occur with WebAssign and Brightspace.
Canvas Problems
Sometimes problems can occur with WebAssign and Canvas.
Cengage Listed Twice in LMS Content Market
When integrating a WebAssign 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 WebAssign do not sync to your LMS, or sync very slowly.
Links to WebAssign Courses or Activities Don't Work
When you click a link to a WebAssign course or activity from your LMS, the link doesn't open a new browser window with the course or learning activity.
Moodle Problems
Sometimes problems can occur with WebAssign and Moodle.
Sakai Problems
Sometimes problems can occur with WebAssign and Sakai.
Schoology Problems
Sometimes problems can occur with WebAssign and Schoology.
Signed out of Moodle While Using Cengage Tool
You are signed out of Moodle when you try to add WebAssign activity links while using Google Chrome.
WebAssign Course is not in Your LMS
After selecting Link to an existing course or section in your LMS, your WebAssign course does not display as an option.
Blackboard Syncing Errors
Some users who created their WebAssign course in Blackboard are unable to sync data between WebAssign and Blackboard. Courses must be created in WebAssign, then linked to in Blackboard.
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.
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.
Student Rosters
Sometimes problems can happen with your student rosters.
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.
Secondary Personal Study Plan Settings Not Copied
After creating a new course or section, a Personal Study Plan in the original section is not configured in the new sections.
Advanced Mode Automatic Point Adjustments Can't Be Updated for an Assignment Template
When editing automatic point adjustments for an assignment template, the conditional points formula in advanced mode can't be updated. Clicking Update has no effect.
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 Transfer Student Between Sections
You can't transfer a student between sections, or some of the student's work is not transferred.
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).
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.
Incorrect Scoring
If you think your answer was scored incorrectly, use this checklist to rule out some common problems before reporting the question to customer support.
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.
Blackboard Problems
Sometimes problems can occur with WebAssign and Blackboard.
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.
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.