Locked out of My Lab and Mastering - 4th time
Zellmer, Robert
zellmer.1 at osu.edu
Thu Feb 9 15:18:06 EST 2023
I sent the original e-mail from Pearson (at the bottom) back on Jan 25 about
access expiring for many of you. The e-mail stated to take care of this before
Feb 4. Some of you didn’t, attested to by the e-mails I received this past weekend.
Over the weekend I sent two more e-mails about this. I’m still receiving e-mails.
At the bottom of this e-mail you’ll find the original e-mail I received from Pearson
back on Jan 25 about this. I’ve included the latest one as well since there seems
to be problem with students who missed the deadline to renew access.
The top part below is the latest e-mail I just received about problems students are
having if they missed the original e-mail from Pearson. Look at the Pearson
e-mail at the bottom and try the link there first. If it doesn’t work, it could be because
you missed the deadline. That’s what the message below is about. This e-mail also
states that Pearson contacted (probably via e-mail) all students in this situation.
You shouldn’t need the course ID. We’ve been told not to give that out for some
reason, but you really shouldn’t need it. I know people have renewed without the
course ID.
Dr. Zellmer
*******************************
Sent: Thursday, February 9, 2023 1:17 PM
Subject: Mastering Chemistry student access renewals update
All, I wanted to give everyone a heads up that there is currently an issue with some students renewing their Mastering Chemistry access. Student subscriptions to Mastering from their Fall courses carried over through February 4th, at which
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All,
I wanted to give everyone a heads up that there is currently an issue with some students renewing their Mastering Chemistry access. Student subscriptions to Mastering from their Fall courses carried over through February 4th, at which point they were prompted to enter in their Spring access code that was included in the Spring 2023 registration instructions. Students were contacted individually by Pearson about how to renew their access before that the 4th and most did renew and are in the program and doing fine. If the student did not renew by February 4th, we're now seeing some barriers to renewing that access. Our team is aware of this issue and working on it and will relay the resolution to me, but I wanted to give you a heads up in case you are getting emails with questions from individual students. For now, anyone in this situation to hang tight and further instructions will be forthcoming. Thanks for your patience.
*******************************************
From: Pearson Higher Ed pearson at ocrm3.pearson.com<mailto:pearson at ocrm3.pearson.com>
Sent: Wednesday, January 25, 2023 1:01 PM
To: Zellmer, Robert zellmer.1 at osu.edu<mailto:zellmer.1 at osu.edu>
Subject: Important course material notice for spring term students with 2/4 deadline
Pearson
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Action needed to help students maintain access to their course materials
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Dear Educator,
You serve as the first line of defense for all your students’ questions. Given this, we have identified an issue with the course materials’ expiration date for a small number of your students. This issue resulted from our team providing students with a few extra weeks of access to finish their fall courses which unintentionally impacted access issues for the spring term.
Please note, we have alerted all affected students and made additional changes to prevent future actions.
We Need Your Support
As an added layer of communication and to help ensure your students maintain uninterrupted access for the term, please reiterate this issue to students in your course.
Additionally, please instruct them to go to their MyLab® or Mastering® course tile in their Pearson account (visual step-by-step here <https://urldefense.com/v3/__http:/click.ocrm3.pearson.com/?qs=4783cca39d651e6a399664a6f46ea0423df3bcdc73166f77609cf73222804f8e94ec8a303c7cd6d64ff450989205afc08d303242e6a44a88__;!!KGKeukY!wTqvA9wv_TWFi9FWXkmfaFN4dXvbjxfB770kfRNYLnM421BnabsuLwXG26TOXuiiiR701YxfqTM1FWmtHkXR9tHM2hTchdz9Gzo$> ). If it says February 4th, they will need to take the following steps to retain access after February 4th.
Student Scenarios —
Student access to course materials falls under one of two scenarios:
· Scenario 1: If access to their course material is included in their tuition as part of an Inclusive Access, Equitable Access, or First Day of Class Program:
o Instruct your students to remain opted in or ask them to opt in now. They must redeem the access code provided at the beginning of this term. If they do not have this, please ask them to contact the campus bookstore. The bookstore will help get students the access code.
o If your student chooses to opt out, they will be unable to access course materials once their current access expires (February 4th). If they have already opted out, or if the date to opt in has passed, please ask them to contact the campus bookstore. The bookstore can help determine the best way to access their course materials.
o For guidance on how to redeem your access code, click here<https://urldefense.com/v3/__http:/click.ocrm3.pearson.com/?qs=4783cca39d651e6a399664a6f46ea0423df3bcdc73166f77609cf73222804f8e94ec8a303c7cd6d64ff450989205afc08d303242e6a44a88__;!!KGKeukY!wTqvA9wv_TWFi9FWXkmfaFN4dXvbjxfB770kfRNYLnM421BnabsuLwXG26TOXuiiiR701YxfqTM1FWmtHkXR9tHM2hTchdz9Gzo$>.
· Scenario 2: If access to their course materials is not included in their tuition, please ask them to renew their access by clicking the link in their course. Alternatively, they can purchase an access code at the campus bookstore before February 4th to ensure continuous access to your course materials.
o For guidance on how to redeem your access code, click here<https://urldefense.com/v3/__http:/click.ocrm3.pearson.com/?qs=4783cca39d651e6a399664a6f46ea0423df3bcdc73166f77609cf73222804f8e94ec8a303c7cd6d64ff450989205afc08d303242e6a44a88__;!!KGKeukY!wTqvA9wv_TWFi9FWXkmfaFN4dXvbjxfB770kfRNYLnM421BnabsuLwXG26TOXuiiiR701YxfqTM1FWmtHkXR9tHM2hTchdz9Gzo$>.
We recognize that our service is essential to your students, and our highest priority is ensuring they have a seamless semester. Again, we thank you in advance for your attention.
If you need assistance with either of these options, please contact us at: 1-877-740-2493 between 10 am-10 pm EST. Note: This phone number has been designated for this particular access issue and will be available until February 10th.
Thank you,
Pearson Support
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D2L15036 01/23
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