Troubleshooting and Support

Troubleshooting

Cannot access CAS sign in page and cannot connect message appears: Make sure you enabled VPN. If VPN is enabled and you still can't access CAS, contact the Pearson Helpdesk and provide your IP address.
Need an access code to register: If you're a sales rep, contact your LTS or regional manager. If you're an LTS or regional manager, contact dcps@pearson.com for the access code and department code to pass along to the sales rep. Next, click Don't have an account? Register and follow the steps to register.
Cannot find a person's account: See Search for people for tips on enhancing your search terms. Try using the Sort by list to change your sort order.
Need to search for a name with fewer than four characters: Use an asterisk * or question mark (?) at the end of the search term. For example, a search term of jane* returns Jane, Janet, and Jannifer. A search term of jane? returns Janet, Janel, and Jane2. Don't use the asterisk at the beginning or middle of your search term.
Course details page has a slow response time or freezes: There might be a very large volume of enrollments for that course. This is more likely to happen on a mobile device. Try a different search, or re-start CAS.
Can't tell whether a person registered from MMND: Check the Active and Inactive Course Enrollments sections. People who register through MMND enroll in a course.

For problems accessing CAS with VPN enabled, contact the Pearson Helpdesk and provide your IP address.
To make changes to accounts, courses, or access codes, contact Digital Content Protection Services (dcps@dcps.com).
For general questions and access to a knowledge base, go to Pearson Customer Technical Support.
Contact your LTS or regional manager for all questions and issues.

For general announcements and updates, see the CAS neo page.