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