Try the following:

1. Use only Firefox or Chrome. If you're already using one of these, try accessing Engage with the other browser. 

   1. Update your browser to the newest version; older versions of browsers lose support as they age.

   2. A list of recommended and required hardware and software can also be found here.

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

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 (or Inclusive Access) program.

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. 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).

3. The course must be published in order for students to access it and read their Engage materials.

UW-Madison's or Unizin's Engage documentation may also be helpful in answering how-to questions for eTexts. Publishers can provide assistance for their tools if needed.

A list of error messages and fixes can be found in the System Errors RedShelf Solve article.

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:

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 back-end issue that will require the intervention of Unizin Support. However, the error message is more commonly caused by one of the following issues.

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Issue Occurs When Using a Bookmark to Access an Engage eText

Issue Occurs When eText Has Not Been Accessed in Two or More Weeks

Issue Occurs When Accessing Via Canvas

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.

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.

Courses must be published for students to access them and their Engage digital materials.

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
  

or

• DLT
  

1. Use only Firefox or Chrome. If you're already using one of these, try accessing Engage with the other browser. 
   1. You can also try updating your browser to ensure it’s at the latest version.
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 (e.g., if they have not yet been provided a NetID), they may not be able to log in until this is changed.

If an instructor also holds the role of “Course Coordinator” within the Order Tool, this may be causing the issue. Unizin will need to resolve this on the backend. Contact the DoIT Help Desk to get a case escalated accordingly.

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

• 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 in this document.
• There must be active Ordering Periods to place orders for content.

• The course must be listed in the schedule (can be verified by checking the public Course Search & Enroll).
• 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.
• Ensure you are not in the My Account tab - you must click Order > Place an Order to see your available courses.

• 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.