Inclusive Access FAQ and Troubleshooting

Overview

This article outlines some common questions and troubleshooting related to VitalSource courseware access.

 

FAQs

Q1. How do I access my VitalSource Courseware? I don’t see a VitalSource link in my Brightspace course content section. What should I do?
Q2. The VitalSource link is available, but I don’t have access to the textbook. What’s wrong?
Q3. When are VitalSource links available?
Q4. Can I access my courseware via the Brightspace mobile app?
Q5. How do I access the Bookshelf app?
Q6. Can I access my Inclusive Access materials offline?
Q7. I get an error message when I click the VitalSource link in Brightspace. What do I do?

 

Instructions for Browser Settings

Below are browser instructions you can take to ensure access to your courseware.

 

Edge

 

Additional Courseware Troubleshooting

After browser settings are checked and you still cannot access your courseware, try to do the following:

  1. Clear cache and cookies for all time

  2. Try another browser or an incognito/private browser session (Chrome, Firefox, Edge, Safari)

  3. Reboot your computer

  4. If you have antivirus software, try to turn it off to access the courseware. If it works, you may navigate to the antivirus software security settings to ensure there are no interruptions to the standard HTTP/HTTPS Ports (ports 80 and 443).

  5. Check your wifi firewall or security settings and make sure ports 80 and 443 are open or forwarded for your computer.

 

If the steps above do not work, please contact your courseware online support or the CTS Help Desk for assistance. Here is the contact information for courseware online support.

 

Need Help?

Need additional information or assistance? Contact CTS.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. State University of New York at Oswego Division of Extended Learning and Campus Technology Services