Summer MindTap Troubleshooting Guide

Welcome, Students!

Please review the important MindTap Troubleshooting Guide items (below) if you experience issues through MindTap this semester.

Let me know if you have any questions.

MindTap Troubleshooting Guide

Optimizing your computer and browser for MindTap – Remember, anytime you go to a new computer or browser it’s a best practice to make sure it’s optimized to use MindTap.

It’s recommend that you utilize Google Chrome or Firefox in terms of the browser. Though other browsers are supported, those are found to be preferred. Here are specific steps to re-run in terms of checking your optimization:

Step 1. Please run this system check below before accessing MindTap to ensure your computer is optimized to use MindTap in terms of: Browser, Javascript, Cookies, Flash, Popups:

o    http://ng.cengage.com/static/browsercheck/index.html

If you get all checks then you are good to go. If you get an exclamation point (!) for any particular area and need to correct proceed to step 2.

Step 2. Note the area of the systems check where you got an exclamation point (!) and then refer to the below MindTap system requirement site for how to adjust and correct your issue:

·         MindTap System Requirements site - https://www.cengage.com/help/mindtap/mt-student/common/system-requirements.html 

***NOTE - If Pop-Ups were your only issue you may refer to the below links specifically to resolve that:

o    Video - https://www.cengage.com/coursepages/Liberty_Popups

o    Site - http://www.cengage.com/lms_docs/system_check/popupsfailed/popupsfailed_ffwin.htm

After correcting your issue, rerun the systems check (click here) again to make sure you get all checks.

Optimizing your internet speed for MindTap – MindTap can run at even a low megabyte per second (Mbps) internet connection speed. HOWEVER, as a general rule the faster your internet connection the better.

Some tips for optimizing your internet speed are:

1. First run a speed test – There are plenty of speed tests you can run to check your internet connection speed. One that is commonly used is:

 www.speedtest.net/?r=f

Once you go there click “Begin Test” to check your download and upload speed. If your speed is not what you’re paying your internet service provider (ISP) for then you’ll want to contact them. If your speed seems good, then still possibly check some of the below items.   

2. Clear your cache and cookies – When you visit websites small files called “cookies” and temporary storage locations called “cache” are stored in your browser. Though these are good for loading frequently visited pages, sometimes if you encounter an error or to resolve performance problems it is good to clear them out. For PCs you can get to this screen in a browser by pressing CTRL-Shift-Delete. In a Mac you can get to this by pressing Command-Shift-Delete. Here’s a URL with additional steps for the various browsers: https://www.cengage.com/help/mindtap/mt-student/common/about-cookies.html

3. Modem, Router, & Ethernet – When possible, it’s always a good idea to be plugged into ethernet in terms of your laptop and desktop. If that’s not possible, getting your laptop closer to the modem or router is also an option. Always test your internet speed to see where your connection is quickest: www.speedtest.net/?r=f

4. Malware & Adware– Malware and adware inadvertently added to computer can also decrease speed. It’s always a good idea to run a virus scan with your security software. Here’s a good site with some basic steps to follow for Adware: http://www.wikihow.com/Remove-Adware-Manually. And here’s one for Malware: http://www.wikihow.com/Remove-Malware

5. Toolbars & Applications – Unwanted toolbars can not only slow your browser down but sometimes hijack your home page and search engines. Here’s a good site with some steps to follow: http://www.wikihow.com/Get-Rid-of-Unwanted-Toolbars  

6. Un-needed programs running – When possible, limit the number of programs you have running on your computer, closing out un-needed windows and applications. You can see what is taking up your memory on a PC by pressing Ctrl-Shift-Esc or on a Mac by pressing Command-Option-Escape. A PC will give you the option to “End Processes” and a Mac will let you “Force Quit.”

Check to see if there are any maintenances for MindTap – MindTap sometimes undergoes updates and maintenances. If you go to the following site and click on “MindTap from Cengage” you can view the platform performance status and if any such maintenances are going on:

            https://techcheck.cengage.com

File a ticket and call into tech support – If all else fails in troubleshooting you can file a tech support ticket with Cengage via the Tech Support link your instructor provided in your Blackboard class OR at http://support.cengage.com/. This will provide you with a short form to fill out where you can describe your problem and create a case, after which you will be provided with a case ID. Cengage’s tech support team will then email you with a resolve to your issue or asking for more information.

After filing a ticket, you can call into tech support and reference the case ID:

866-267-4986

If you don’t immediately get through to a tech support agent, it will provide an estimated wait time, then:

·         -Press 1 if you’d like to wait on the line until a tech support agent becomes available

·         -Press 2 if you’d like to have tech support call you back when an agent becomes available. It will give you an estimated wait time again. Then:

• -1. Enter time of day for call. Use two digits for hour and two digits for minutes. For AM press 1, for PM press 2
• -2. Then press 1 to leave a call back request:

§  -Speak name with request + enter pound key when finished. Press 1 to confirm

§  -THEN enter 10-digit phone number. It repeats back then press 1 if it’s correct.

§  -THEN confirms request for a call back and you wait for tech support to call back.

·         -Tech support will call. When you pick up:

• -Press 1 to accept call back and be connected to an agent. It will say that your call will be the next one answered. So you will be put to the top of the cue. Please hold patiently and await an agent shortly.
• -Press 2 to cancel the call back.

Summer B Term 2020 Week 1: Monday, May 11 - Monday, May 18 Week 2: Tuesday, May 19 - Monday, May 25 Week 3: Tuesday, May 26 - Monday, June 1 Week 4: Tuesday, June 2 – Monday, June 8 Week 5: Tuesday, June 9 - Monday, June 15 Week 6: Tuesday, June 16– Monday, June 22 Week 7:  Tuesday, March 24– Monday, June 29 Week 8:  Tuesday, June 30 – Friday, July 3

I look forward to our time together this term!