FAQs and Support

What type of product are you seeking support for? Use the tabs below to find answers to commonly asked questions.

Accessing or Logging In

A: You should have received specific instructions from your instructor as to how to access your materials. If you ordered from store2.van-griner.com, you would have also received instructions in your order confirmation email (subject line “Your Van Griner Learning order is now complete”; see image below). You can also view them at https://store2.van-griner.com/order-tracking/.

Most students won’t have to login at all – their LMS (Brightspace, Canvas, Blackboard, Sakai, etc.) will automatically log them in via single-sign-on. In these situations, you’ll just have to click on any of the links provided on your course homepage, and you will be directly connected to the materials.

But when I click on a link, I’m asked to login

You shouldn’t have to login. If you are being asked to login after clicking a link from your LMS, you may have 3rd-party cookies enabled in your browser or another browser issue. Visit this page to troubleshoot, beginning with enabling 3rd-party cookies or trying a different browser. We recommend you use Chrome if possible!

A: This can almost always be fixed by closing your browser and relaunching your LMS and then accessing the link again. Note that you cannot have multiple LabRight/Courseware tabs open at once and you should not bookmark any of the links. If you are getting the message because you have more than one LabRight/Courseware tab open, close your browser and re-launch one link at time – closing each link before you open another. If you bookmarked a link, delete the bookmark and go back to your LMS to directly try the link.

We also recommend you use Chrome if possible!

A: Review the “Access Conditions” at the top right of the screen with this alert. Likely, this means the quiz/assignment only had one attempt and you’ve already used it. As long as you’ve submitted the assignment and a score is showing in the gradebook, no worries! (It may take a few minutes before the score syncs to your LMS or it may need manual grading by your instructor, so check back later if it’s not showing now.) Another possibility is that you need to complete or pass another assignment before you can enter this one – if that’s the case, complete the previous assignment and then come back to this one. In either scenario, your instructor is the only one who can approve authorization into the assignment – reach out to them and if they approve, they may be able to let you in themselves or will be able to contact us to let you in.

My Redemption Code

A: Redemption codes are 16-digit alphanumeric codes with dashes (XXXX-XXXX-XXXX-XXXX) typically available from at least one of the following places: directly from Van-Griner Learning (your instructor will share the link), from the bookstore, inside a printed book, or as part of a First Day or Inclusive Access package. The instructions shared by your instructor will tell you exactly where you can purchase a code. Note that you CANNOT purchase a code directly from the LabRight or Courseware links – the only “payment” you can provide at those links is the code that needs purchased elsewhere.

A: You cannot enter credit card information directly in LabRight or Van-Griner Courseware. You’ll need to purchase a code (typically from the bookstore or store2.van-griner.com — the instructions posted by your instructor will give you specific links) and enter that code into the LabRight or Van-Griner Courseware platform.

A: You should have received an email with the subject “Your Van Griner Learning order is now complete” and in that email is a header called “Redemption Code” and in the box below, you can find your code. You can also visit https://store2.van-griner.com/order-tracking/.

If you didn’t receive an email, first check your junk or spam folder and then send us a message below with your email address, billing zip code, and the order number if you have it so that we can find your order and update your email address.

Is the trial period up yet?

Yes, but I never redeemed the trial: When you click any of the links in your LMS (or access directly, if your class is not LMS integrated), you’ll be asked for a valid license to continue, and once you click “Continue” you’ll be prompted to enter a code on one of the following screens.

Yes, and I’ve redeemed the trial: You can wait until the trial is up (typically 2 weeks after the course start date) and at that point you’ll be asked to enter a code to continue.

Or, you can find the email you received from support at DigitalEd dot com (check your spam/junk) “DigitalEd Möbius Registration Confirmation” when you started the trial. At the bottom of that email it says “To provide your redemption code, please click on the following link or copy and paste the link into your browser address bar: …” This link is unique to you so you won’t be able to get this link from anyone else. Once you click on that link it will say “Submit Payment to DigitalEd.” You can then enter your redemption code WITH the dashes here. Note that there is a “Purchase code” in this email but that is for support only—it is not your redemption code. If you cannot find that email, don’t worry – just wait until the trial is up!

No: When you click any of the links in your LMS (or access directly, if your class is not LMS integrated), you’ll be asked for a valid license to continue, and once you click “Continue” you’ll be prompted to enter a code.

A: You were likely using the trial and it has expired. If you’ve already purchased a code—16-digit alphanumeric codes with dashes (XXXX-XXXX-XXXX-XXXX)—simply enter that code when prompted. If you have not purchased a code (see specific instructions from your instructor for options for purchasing), purchase a code and redeem it where prompted. Remember, purchasing does not equal redeeming. After you’ve purchased a code, you will also need to redeem it. Also, a “transaction id” or “purchase code” are not redemption codes. These are identification codes that you will receive both after redeeming the trial and after redeeming a code.

A: First, make sure you are entering the code with the dashes – it should be a 16-digit alphanumeric code (XXXX-XXXX-XXXX-XXXX). If your code is not in this format, it is not a LabRight or Van-Griner Courseware redemption code. See above for “Where do I get a redemption code?” Be sure that you are following the directions that were sent to you with your code. The prompt should ask for a “redemption” code. If it’s asking for an “access” code you are in the wrong place – make sure you are following the instructions provided exactly, and if you still reach an access code screen, submit a request below. If you have followed all of the tips above, send us a screenshot of the screen where you are entering the code, including the code, and let us know where you purchased your code in the form below.

A: You shouldn’t have to login. If you are being asked to login or taken to a page that doesn’t offer prompts for redeeming a code after clicking a link from your LMS, you may have 3rd-party cookies enabled in your browser or another browser issue. Visit this page to troubleshoot, beginning with enabling 3rd-party cookies or trying a different browser.

My Grades / Answers

Most grading issues need to be discussed with your instructor first. We are happy to make adjustments if necessary, but cannot do so without the approval of an instructor.

A: From any of the assignment or lesson links, you can access the Gradebook in the menu at the top of the page.

 

Then select “View Past Results”

By default, any attempted activity will appear in the View Panel upon entering the Gradebook.

If there is a padlock symbol by any assignment, it means that you cannot view results yet because you have either not submitted the attempt, or the grade has been locked at this time per the assignment policies. Click Details in the View Panel table to view the graded details of a specific activity (your answers, and the correct answers, if available.) Please note that some assignments require manual grading, so some responses may not yet be graded.

For more info on navigating the Möbius gradebook, visit this page.

A: You will need to reach out to your instructor about any specific grading issues. If the instructor feels the platform is scoring incorrectly, they can reach out to their contact at Van-Griner to have the settings adjusted.

A: Have you already redeemed under another email address? Try logging into Bookshelf with other email addresses to see if the title is under another account. If this doesn’t work, please submit a screenshot of the error, your code, and where you purchased your code from below.

A: Is it possible you redeemed under another email address? Try logging into Bookshelf with other email addresses to see if the title is under another account. If this doesn’t work, please submit your code and the email you believe your Bookshelf account is under below.

A:

  1. Log into Bookshelf Online. (You cannot reveal your code on the mobile or desktop app, only at https://bookshelf.vitalsource.com/.)
  2. Using your mouse, click the Account icon in the top-right corner to access the drop-down menu.
  3. When one or more of your e-textbooks have an accompanying eResource, the Resources menu will appear. Use your mouse to select the link.
    Note: If you don’t see the Resources menu, and you think you should, then try selecting Tools > Update Library
  4. The Resources page will list any e-textbooks that have accompanying materials. To reveal the access code, click the “Reveal Code.”
  5. Select Click here for instructions on using your eResource code.

A: We’re very sorry this happens, and are working to resolve the issue to prevent it from happening at all in the future. In the meantime, please send a message below with the email you used to register and we will whitelist your account and send you a new password as soon as we can.

A: Most registration codes need to be purchased in a new book. For BIO 212/211 at Owens Community College, we do sell just an access code if you’ve purchased a used book: https://store2.van-griner.com/product/bio-212-online-access-code/

For anything else, or if the answers below or on the previous tabs didn’t solve your issue, send us a message below, and we’d be happy to help you out!

The first thing to check is the instructions from your instructor or that you received when you ordered from store2.van-griner.com. In the blue bar at the top of the page, it says “Accessing Your Course Materials” and there is a logo on the right. If that logo says LabRight or Van-Griner Courseware, choose the first tab on the left. If the instructions reference “VitalSource” or “Bookshelf”, try the second tab “VitalSource eBook.”

You could also check your code. If it is a 16 digit code with dashes (XXXX-XXXX-XXXX-XXXX), check the first tab – “LabRight or Van-Griner Courseware (Möbius)”. If it is a 20-digit alphanumeric code without dashes, try the “VitalSource eBook” tab. If your code doesn’t match either of those formats, see the “Flashcard or Resource Site” tab or just fill out the form below, and we’ll help you figure it out!

A: You should have received an email with the subject “Your Van Griner Learning order is now complete” and in that email is a header called “Redemption Code” and in the box below, you can find your code. You can also visit https://store2.van-griner.com/order-tracking/.

If you didn’t receive an email, first check your junk or spam folder and then send us a message below with your email address, billing zip code, and the order number if you have it so that we can find your order and update your email address.

A: You should receive an email from “UPS Quantum View” with the subject “UPS Ship Notification, Tracking Number . . .” and the shipment details will say “From: Globus Printing Van Griner.” If you haven’t received that email, check https://store2.van-griner.com/order-tracking/. It will take up to 24 hours for tracking information to appear.

Not finding a solution? Fill out the form below and we will get back to you shortly! During business hours (7:30-4 EST) expect a reply within an hour or two. Outside of those hours, the inbox is monitored, and you should receive a reply within 24 hours.

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