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Technical Support Troubleshooting

Learn how to troubleshoot common issues with McGraw Hill digital products.

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Use the suggestions below to help troubleshoot technical issues with our digital products on your computer or mobile device.

Step 1. Correct the time zone and date/time on your device. Click here for steps

Step 2.  For display issues or missing buttons, zoom out and/or change the screen resolution of your device.

Note: On iPads there is no way to change screen resolutions as the screen resolution is fixed. Rotating horizontally (not vertically) may help or making sure the screen is not zoomed in. iPad Zoom settings are located in the Accessibility menu under Settings.
 

Step 3: iPad users: Enable Auto-Rotate

  1. Settings
  2. General
  3. Uncheck Lock Rotation.


Step 4. Mac Safari Users: Change download permissions

  1. Open Safari 
  2. Select Safari in the menu bar > Settings. 
  3. Go to the Websites tab and select Downloads.
  4. At the bottom right under the "When visiting other websites" section, set it to Allow.
    • If the website you're trying to download is listed in the Allow Downloads list, also make sure that specific site is set to Allow

Step 5. Mac Safari Users: Disable Prevent Cross-Site Tracking and enable Cookies

  1. Click Safari in the menu bar
  2. Click Preferences.
  3. Under Privacy & Security, un-check (disable) the option for Prevent cross-site tracking and uncheck (disable) Block all cookies.
  4. Quit and relaunch Safari to confirm if the issue is resolved.


Step 6. Mac Google Chrome Users - Verify OS and Browser Versions

To use the Chrome Browser on Mac, you'll need OS X Yosemite 10.10 or later.

Note: Current versions of Google Chrome may not work with older versions of Mac OS. Use an alternate browser like Firefox or Safari.


Step 7. Allow Pop-Ups


Step 8. Enable 3rd Party Cookies in Chrome

  1. Go to chrome://settings/privacy
  2. Select Third-party cookies
  3. Confirm Block third-party cookies is not selected (disabled)

Step 9. Clear All Browsing Data (History & Cookies)

Step 10. Try in Private Browsing/Window (Chrome Incognito Window)

 
Right click on the browser icon in your Windows Taskbar or on the Mac dock to access/open the Private Browsing/Incognito Window option.
 
Note: Sometimes Internet Browser Extensions can interfere with our digital products; so temporarily disabling extensions in a Private browsing/Chrome Incognito Window may help pinpoint any issues related to the Browser Extensions.


Step 11. Updating Browser or Try Another Browser

Sometimes updating browsers to the most current version or switching browsers is the quickest way to resolve an issue and can be used as a means to isolate the issue. Below is a list of supported browsers:


Step 12. If there is still an issue capture a screenshot showing the issue, a screenshot of your system information & a browser HAR file (see article link below on how to obtain an HAR file).

See How do I take a screenshot to send to McGraw-Hill Product Support? for steps on how to take a screenshot (remember to capture a screenshot of the entire screen including date/time & your system information).


Related Topics:

Still need help? Contact Technical Support

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