Diagnostics

Updated 19 Dec 2022

Diagnostics help pinpoint your issues using MyLab and Mastering for your LMS. Download diagnostics to provide Pearson Support when you contact them.

Select your LMS under your integration below for how to access diagnostics.

Check below for how to identify which integration was set up for you. Contact your LMS administrator if you're still unsure.

Direct integration

You'll generally see Direct integration links in modules or other content areas in your course. You don't access these links from the left navigation, except in Blackboard and Moodle. These links often include the MyLab or Mastering product name. For example, Mastering Biology - Student Resources.

MyLab and Mastering integration

The tool for the MyLab and Mastering (LTI Legacy or LTI 1.1) integration is usually named MyLab and Mastering.

Pearson integration

The tool for the Pearson (LTI Advantage or LTI 1.3) integration is usually named Pearson or Pearson Access.

MyLab and Mastering integration

  1. From your Blackboard course, select View course & institution tools under Books & Tools.

    Screenshot of the tools link

  2. Under Tools in this course, select the Pearson icon.

    Screenshot of the Pearson icon

  3. Under Tools in this course, select the Expand icon Expand icon and then Pearson Diagnostics.

    Screenshot of the Books & Course Tools options

  4. To create a .txt file for Pearson Support, select Export to File.

    Screenshot of the Export to File button

  1. From your Blackboard course, select Tools from the left navigation and then Content Market Tools.

    Screenshot of the Content Market Tools icon

  2. Select the Pearson MyLab & Mastering or Pearson icon under Used in this course.

    Screenshot of the Pearson icon

  3. Under Support Tools, select Diagnostics.

    Screenshot of the Diagnostics icon

  4. To create a .txt file for Pearson Support, select Export File.

    Screenshot of the Export File button

  1. From your Blackboard course, select Tools from the left navigation.

    Screenshot of the Tools option

  2. Select Pearson's MyLab & Mastering.

    Screenshot of the Pearson's MyLab & Mastering button

  3. Under Support Tools, select Diagnostics.

    Screenshot of the Diagnostics icon

  4. To create a .txt file for Pearson Support, select Export File.

    Screenshot of the Export File button

  1. From your LMS course, select the MyLab and Mastering, Pearson, or Pearson Access link. (If you're using Blackboard Ultra for the Pearson integration, select View Course & Institution Tools and then the Pearson icon.) Don't see the link?
  2. Select the Help & Support tab.

    Screenshot of the Help & Support tab

  3. Select Get Diagnostics.

    Screenshot of the Get diagnostics button

  4. To create a .txt file for Pearson Support, select Download Diagnostics.

    Screenshot of the Download diagnostics button

Pearson integration

  1. From your LMS course, select the MyLab and Mastering, Pearson, or Pearson Access link. (If you're using Blackboard Ultra for the Pearson integration, select View Course & Institution Tools and then the Pearson icon.) Don't see the link?
  2. Select the Help & Support tab.

    Screenshot of the Help & Support tab

  3. Select Get Diagnostics.

    Screenshot of the Get diagnostics button

  4. To create a .txt file for Pearson Support, select Download Diagnostics.

Direct integration

  1. Select the Integration Support link. This is under Integration Specific Links in the following example.

    Integration Support link

  2. Select Load Integration Support in a new window to open support tools in a new window or tab.

    Link to open support options in a new window or tab

  3. To create a .txt file, select Download Diagnostic Information.

    Download diagnostics button