Instructional Design & Delivery

 

Issue or Error What It Might Mean Resolution
I have signed in, but I am told that my account needs an upgrade. This might happen if you have a subscription to another Pearson product that is not part of the MyLab / Mastering product line. If you have a valid Pearson account but you get the message "Account Upgrade Needed" when you sign in, contact Customer Technical Support for assistance. Your account is active, but it does not have a subscription to the MyLab and Mastering product and a support representative will need to add a subscription for you.
Depending on the product, you receive one of the the following error message: bbErrNoSuchCourse

We are sorry; your course did not load properly.

An error occurred while processing the request.

Error: The link you have accessed is currently unavailable. If this problem persists please contact your site administrator.

Root cause : Exception in executeEvent The server encountered an internal error or misconfiguration and was unable to complete your request.
You are trying to access an area of your MyLab and Mastering course before Pearson has finished creating your course. Wait until you receive an email confirmation from Pearson that your course has been created. Check your spam or junk mail folders in case the message was routed to one of those mailboxes. If you have waited more than 24 hours, try again and if you still have not received a confirmation email, please contact Pearson’s Customer Technical Support.
The wrong MyLab / Mastering course is linked to my MyClasses course. This might happen if you chose the wrong course materials from the Pearson catalog when creating your MyLab / Mastering course, or if you chose the wrong course to copy from your Pearson account. You need to unlink your MyLab / Mastering course from your MyClasses course.

To unlink a course: If the students have enrolled and have not completed any assignments in the Pearson course, you should:

Notify all students of the situation.  Tell students who have not enrolled in the My Lab and Mastering course that they should not enroll in their My Lab and Mastering yet. Tell students who have enrolled not to work on any assignments  (e.g., quizzes, tests) within the My Lab and Mastering course. Request that the My Lab and Mastering course be unlinked from the MyClasses course by contacting Pearson’s Customer Technical Support. To contact Pearson Customer Technical Support, visit: http://247pearsoned.custhelp.com   After you receive confirmation from Pearson’s Customer Technical Support team that the course has been unlinked, you should re-link your MyClasses course to the correct copy of your My Lab and Mastering course. If the newly linked My Lab and Mastering course: uses the exact same course materials as the previously linked My Lab and Mastering course, then the students who had already enrolled in their My Lab and Mastering course should be able to access the newly linked course without being prompted to log in or pay for the course again. uses a different set of course materials than the previously linked My Lab and Mastering course, then students will need a new access code.  In this situation, you should contact your sales representative to request replacement access codes.
Some of my students are not in the MyLab / Mastering course linked to my MyClasses course, but say they are enrolled and doing work in the course. Your student has clicked on a MyLab and Mastering link in their course but the instructor has not yet set up the MyLab and Mastering course. Your student has clicked on a MyLab and Mastering link in their course but the instructor has not yet set up the MyLab and Mastering course. This might happen if your MyClasses course already had links to MyLab / Mastering in it but you have not linked a MyLab / Mastering course to your MyClasses course yet.
If you have previously been able to access your MyLab / Mastering courses from either the Tools page or a content area, and now these links are not working, you may receive one of several error messages, including "Unable to load page." A Pearson server may be down, preventing you to connect. Try again later to see if the issue has been resolved. If the problem persists, contact Pearson Customer Technical Support to report the problem or ask about any known system outage that may be happening.
You receive the following error message:

An Error Has Occurred We are sorry. We are unable to connect. Required message is missing from the URL.

Please contact Support and provide this error message. Customer Support Code: url3
You clicked on the link to MyLab / Mastering but the session has timed out. Restart your browser and log back into MyClasses, then click the MyLab / Mastering link again.