📚 Bookstore Reporting Material Not Paired
🚫 Students Have Lost Access to Their Material(s) and Report That They Previously Had Access
🔑 Publisher Delivered Courseware Access Issues
🔗 Helpful Support Articles the Bookstore Can Reference/Provide to Faculty/Students
📚 Bookstore Reporting That Material Is Not Paired
Issue: 🗣️ "Instructor is reporting that the book is not appearing in their course"
Best Practice / Answer: 💡 Course material(s) not being paired to a course in the LMS could be due to a variety of reasons, but we’ll break down the most common reasons.
❗️ Please note that the following is for VST delivered materials/ Partner Integration
If this is an inclusive access material that’s being run through Verba Connect, please ensure that the following is true for the item in Verba Connect:
✔️ Item is set up as “From VitalSource” for the delivery method and the SKU has been matched & verified
✅ Catalog and section(s) are activated
📈 Enrollment for the course/section is flowing into item for student access
🆔 LMS ID is entered for the section
Once you’ve checked the item in Connect and confirm the item is set up correctly and the content is not appearing in the course, this could be a timing issue. ⏳ We encourage our customers to reach out to their LMS admin or the instructor to confirm that the VitalSource tool/link has been properly installed in the course. Below are instructions for adding the VitalSource tool to your course:
➕ Add an eBook to Your Course in Blackboard
➕ Add an eBook to Your Course in Moodle
➕ Add an eBook to Your Course in D2L
➕ Add an eBook to Your Course in Canvas
If your LMS admin/instructor confirms that the tool is set up correctly in the LMS, please have them click on the link to initiate a sync between the LMS and our systems to see if that begins the content pairing process. During the thralls of rush, this sync can take a little longer than usual, and we recommend giving it 30 minutes to 1 hour. ⏰ If you do not see the material being to appear after this period, please proceed to reach out to the Customer Enablement team by emailing success@vitalsource.com 📧
🚫 Students Have Lost Access to Their Material(s) and Report That They Previously Had Access
Issue: 🗣️ "Students are reporting that they’ve now lost access to their book"
Best Practice/Answer: 💡 For a VST-delivered material (e-book or partner integration) through inclusive access, you can look at the item in Verba Connect to see if the item has a “Pending Distribution Rights” flag: 🚩
If you see that distribution rights are needed, please contact the Customer Enablement team to investigate to see if perhaps the content has gone into limited distribution or is out of distribution. If this is case, the Customer Enablement team can work with our Publisher Enablement team to reach out to the publisher about regranting distribution rights or bringing the title back into distribution for the remainder of the term. For these requests, we kindly ask that you provide us with the following information:
🏛️ Department
📚 Course
📝 Section(s)
🗓️ Term start and end dates
🔢 ISBNs
In addition, we encourage folks to reach out to their publisher rep if possible as they can investigate distribution rights on their end and can grant them more quickly if it is time-sensitive. 🚀
For publisher delivered content in Verba Connect:
⚙️ The item will need to be set up as “From Publisher” for the delivery method, content type is courseware and access code required is set to “No” if it’s intended to be a direct integration.
Another potential factor in a student losing access to their VST delivered content is them not accessing the material in the LMS before the opt-out period and only accessing the content in BookShelf. A student will have an “add/drop” license for their material leading up to the opt-out period and them accessing the material in the LMS will fully upgrade their license to continue their access in the LMS.
Another possible reason for students losing access can be if the LMS course ID has changed. 🔄 This could be a result of sections in the course being cross-listed or combined resulting in a possible new LMS ID. The course ID in Verba Connect does not automatically update in this scenario and must be manually updated. Please reach out to your LMS admin to confirm if the course ID has changed and if they can provide it to update it in Verba Connect.
🔑 Publisher Delivered Courseware Access Issues
If students are having issues accessing publisher delivered courseware, we recommend customers reach out to their publisher rep to ensure that their LTI tool has been properly set up in the course. The VitalSource tool in this scenario is only present to facilitate the action of opting in or out of the material in the course dashboard. For issues redeeming an access code on the publisher’s website, we also recommend reaching out to the publisher as their Support team can investigate whether it’s a matter of redeeming the access code in the correct location on the publisher website or an issue with code itself.
🔗 Helpful Support Articles the Bookstore Can Reference/Provide to Faculty/Students: