Engage - Troubleshooting (UW-Madison)

This document explores common issues with Engage eTexts. It summarizes troubleshooting steps for students and instructors on three main Engage topics: eTexts, DLTs, and Ordering. This document also explains how to request help with Engage.

   

eTexts

Trouble accessing eTexts on Engage?

Try the following:

  1. Use only Firefox or Chrome. If you're already using one of these, try accessing Engage with the other browser.
  2. Clear your browser cache.
  3. Enable cookies.
    1. Chrome
    2. Firefox
  4. Verify you have Internet access (review the "Internet" section in this document for specific internet-related troubleshooting steps).
  5. Close other tabs and windows on your screen, and disable extensions.
  6. Ensure pop-ups are allowed in your browser.
  7. Disable any antivirus software as this can sometimes cause Engage to not work properly.
  8. Ensure the correct term is set in the upper right corner of the Engage “Bookshelf” (the view after launching Unizin Engage from Canvas).
  9. Do not set a bookmark or shortcut outside of the class site.
  10. Check UW-Madison Outages for any outage notices.

Note: This is eText specific. Students can access eTexts in their Canvas course, as long as the instructor has published the course, following the directionshere. If the course is using a publisher digital learning tool (DLT), it will not be accessed through the Engage eReader. Please contact the publisher with any questions or support requests. If there are any issues with access, students should not purchase the materials from the publisher directly. They should open a case with the publisher and let them know in the support ticket that they have purchased access through UW-Madison’s Engage program.

Error while accessing eTexts

While uncommon, it is possible for users to encounter an error message when attempting to access an Engage eText.

Engage may display a username and login page when attempting to access the eText that looks like this:

Error Message Shown in Engage with Troubleshooting Options

The user cannot log in with their NetID to view the eText. There are a number of different reasons this could happen. Occasionally, it is caused by a backend issue that will require the intervention of Unizin Support. However, the error message is more commonly caused by one of the following issues.

Using a Bookmark to Access an Engage eText

This will affect users who bookmark an Engage eText and use that bookmark to attempt to access it. Instead, the user must log in to the Canvas course to access the Engage eText material:

  1. Login with your netid to Canvas: canvas.wisc.edu
  2. Click on the link or the course card for the course using an Engage eText.
  3. Click the Engage eText link in the course navigation:

    A screenshot showing a Canvas course menu with the cursor hovering over the "Engage eText" menu option.

  4. This should load a new tab with Engage and your eText. If a new tab does not open you may need to click on the purple Launch Unizin Engage button that appears in Canvas.

Issue Occurs When Accessing Via Canvas

If you are experiencing this issue when accessing the eText directly from the Canvas course, there are still a few things to try:

  1. Clear your cache and cookies

  2. Try in an incognito window or tab

  3. Try a different browser

  4. Check for browser updates

  5. Start your browser in Safe Mode (or disable browser extensions - some anti-virus extensions can cause issues with access)

If none of these work, please open a case with the DoIT Help Desk for further support.

DLT

Access

Access differs between eTexts and DLTs. If a course is using an eText only, students will access the materials through the Engage eReader. If a course is using a DLT, students will access the materials through the publisher’s third party tool. Please ensure you’re using the correct access point.

Some additional notes for instructors:

  1. In Canvas, verify you've enabled the Engage tool, and you haven't inadvertently hidden it. If you haven't enabled the Engage tool please see Engage - Set-Up/Preparation for Instructors using an Engage eText.
  2. Make sure that you do not merge (aka “crosslist”) a Canvas course using Engage with a Canvas course that is not using Engage. If you have any concerns about crosslisting your course, please contact the DoIT Help Desk for further assistance. Directions on crosslisting a course are available in Canvas - Crosslisting/Merging a Canvas Course (UW-Madison).

UW-Madison's or Unizin's Engage documentation may also be helpful in answering how-to questions.

If you are using publisher Digital Learning Tools (DLTs) like Pearson Mastering Physics and MyLab or Cengage MindTap, support is provided directly from the publisher. More information on where to get DLT support is available in this KB doc next to the publisher name under Support Notes.

Instructors and course coordinators can verify what type of material they ordered by logging into the Order Tool and reviewing their Order History and clicking View. Students can check by reviewing their Purchase History

There will be an icon next to the title that will display the type of digital material the course is using:

  •  eText
    image shows eText icon

or

  • DLT
    Image shows DLT icon

Order Tool

Can’t log in

  1. Use only Firefox or Chrome. If you're already using one of these, try accessing Engage with the other browser. 
  2. Clear your browser cache.
  3. Check UW-Madison Outages for any outage notices.

Instructors must be the instructor on record for the course. If they do not have any course assignments, and depending on their status at the University, they may not be able to log in until this is changed.

If none of the above works, please contact the DoIT Help Desk.

Can’t find materials (Instructors)

  • When you try to order your digital materials, the content you used the prior semester may not show up in the Order Tool (this typically occurs when publishers don’t provide that content in their metadata that they send to Unizin). If this happens, you (or course coordinators) can use the Reorder button to reorder previously used materials. If the text is available, the button will add the content automatically to your order. If it is not available, Reorder will automatically create a Content Request for that title.
  • If the Reorder button is not available, or if you cannot find the title you want in the catalog, you should submit a Content Request. Instructions can be found inthis document.
  • There must be active Ordering Periods to place orders for content.

Can’t find course (Instructors)

  • You must be either the instructor of record on a course or a course coordinator (in Engage) for the department to be able to place an order.
  • Ensure the correct term is set in the upper right hand corner of the ordering screen.

Can’t opt-out (Students)

  • You can only opt-out of digital materials during designated Student Choice periods. These occur 15 days before the start of the term through the 100% refund deadline
  • If you drop a course, you do not need to opt-out. 
  • More information about opting out, including other considerations, can be found here

Getting Support 

For technical support, contact:

The DoIT Help Desk 

  • Phone: 608-264-4357
  • Chat: link
  • E-mail: help@doit.wisc.edu

Your eText/DLT's publisher

When contacting support, provide screenshots of any error messages or when otherwise necessary.

Students may ask you how the materials will be used, or contact you about issues with the Canvas course (for example, if the course isn’t published).

Accessibility

For important accessibility information, please see the following Knowledgebase documents

McBurney Disability Resource Center




Keywords:unizin, bugs, issues, problems, support, how-to, missing, etext, dlt, digital, learning, tools, can't, viewing, seeing, crosslisted, courses, internet, accessing, bookmarks, browser, help, fix   Doc ID:77768
Owner:Learn@UW Madison .Group:Learn@UW-Madison
Created:2017-10-31 11:04 CSTUpdated:2023-01-13 13:59 CST
Sites:DoIT Help Desk, Learn@UW-Madison
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