Diagnostics

Diagnostics contains information about your LMS, course, and user information. Download diagnostics when you contact Pearson Support.

Download diagnostics

If your course was set up with Access Pearson or Access Pearson Codeless, see the instructions below. Using a different integration?

  1. Select the Access Pearson link. For Barnes & Noble, Follett Willo, RedShelf, or VitalSource, select the bookstore link. This is sometimes named Course Materials. Then select the Access Courseware, or Launch Courseware link. Don't see the link?
  2. Select Open Pearson.
  3. Select the Help & Support tab.

    Screenshot of the Help & Support tab

  4. Select Get Diagnostics.

    Screenshot of the Get diagnostics button

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

Using a different integration?

Select your integration for how to download diagnostics.

  1. To open the Pearson Home page, select the MyLab and Mastering link. For Barnes & Noble, Follett Willo, RedShelf, or VitalSource, select the bookstore link. This is sometimes named Course Materials Then select Access Courseware, or Launch Courseware link. 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

  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

Check the Launch Type in Diagnostics or the information below to identify which integration was set up for you. Contact your LMS administrator if you're still unsure.

Integration type Launch Type
Access Pearson, including Pearson Seamless Standard integration LTI 1.3
MyLab and Mastering Standard integration LTI 1.1
Access Pearson Codeless Channel partner integration LTI 1.3
Partner Integration Channel partner integration LTI 1.1

Direct Integration

You'll generally see Direct Integration links in modules and other content areas of 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.

Access Pearson

The tool for Access Pearson (LTI 1.3) is usually named Access Pearson.

MyLab and Mastering (LTI 1.1)

The tool for MyLab and Mastering ( LTI 1.1) is usually named MyLab and Mastering.

Partner CPI Integration or Access Pearson Codeless

The location of the link to access the Pearson Home page from the Barnes & Noble, Follett Willo, or VitalSource integrations varies. From your LMS course, select the Course Materials, Access Courseware, or Launch Courseware link.

 

Updated 31 Mar 2025