Diagnostics

Updated 15 Feb 2024

Pearson Support uses diagnostics to pinpoint your issues using MyLab and Mastering for your LMS. Provide diagnostics when you contact support.

Depending on how your course is set up, there are different ways to access diagnostics. Check with your instructor if you're not sure which of the following instructions apply.

Blackboard (MyLab and Mastering integration)

These instructions cover how to get diagnostics for the MyLab and Mastering integration. If you're using the Access Pearson integration, see Blackboard (Access Pearson integration only).

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

    Ultra Books & Tools link

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

    Diagnostics option

  3. To create a .txt file for support, select Export to File.

    Export to File button

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

    Tools option

  2. Select the MyLab and Mastering link.

    Pearson icon

  3. Under Support Tools, select Diagnostics.

    Pearson Diagnostics icon

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

    Export to File button

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

    Tools option

  2. Select Pearson's MyLab & Mastering.

    Pearson's MyLab & Mastering button

  3. Under Support Tools, select Diagnostics.

    Diagnostics button

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

    Export File button

Blackboard (Access Pearson integration only), Canvas, D2L Brightspace, Moodle, Sakai, and Schoology

  1. From your LMS course, select the MyLab and Mastering or Access Pearson link. For Barnes & Noble, Follett-Willo, RedShelf, or VitalSource, select the Course Materials link. If applicable, select the Launch Courseware or Access Courseware link.

    Your course might be set up to open Pearson through a bookstore .

    1. Select the Course Materials link.
    2. Select Launch Courseware to open Pearson or Want to opt-out?, if desired.

      Launch Courseware link

    Select the Pearson Course Materials link. Check your opt status and then launch the course.

    1. Select the Course Materials link. If you're opted in to access your course content, select the item under Your Materials.

      Your Materials item

      If you'd like, select Opt Out.

      Opt out link

    2. Select Access courseware.

      Access Courseware button

    1. Select the Course Materials link.

    2. Select Launch Courseware to open Pearson. You can also opt-in or opt-out.

      Launch Courseware button

    Depending on your Blackboard version, do one of the following:

    • Select the content area in the left navigation and then the Access Pearson icon.

    • Under Books & Tools, select View course & institution tools. Then select Access Pearson under Available tools.

    Select the MyLab and Mastering or Access Pearson link in Course Navigation.

    MyLab and Mastering link in Course Navigation or Access Pearson link

    Depending on how your course is set up, do one of the following:

    • Select the MyLab and Mastering or Access Pearson link under Content Browser.

      MyLab and Mastering module or Access Pearson link

    • Select the MyLab and Mastering or Pearson Access widget.

      MyLab and Mastering widget

      or

      Access Pearson widget

    Select the MyLab and Mastering or Access Pearson link.

    MyLab and Mastering link or Pearson link

    Select the Access Pearson link from the left navigation.

    Access Pearson link

    Select the Access Pearson link from the left navigation.

    Access Pearson link

  2. Select Help & Support.

    Help & Support tab

  3. Select Diagnostics.

    Get diagnostics button

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

    Download diagnostics button

To identify your integration, look for the Launch Type in Diagnostics.

Launch Type