Find your issue below for instructions on troubleshooting. If you don’t see your situation listed, or you still need help, contact us.

Basic troubleshooting steps:

For optimal performance:

• Use a desktop computer (CogBooks runs best on desktop devices)
• Use Google Chrome browser (specifically recommended for CogBooks)
• Avoid opening multiple tabs (Keep only one tab open for your CogBooks course)

If you encounter any issues:

• Check internet connection: Ensure stable connection with at least 5 Mbps speed.
• Update Chrome: Use the latest version for best compatibility.
• Close other tabs: CogBooks performs better when is open in one tab only.
• Clear browser data: Delete cache and cookies to resolve loading issues.
• Disable extensions: Temporarily turn off all Chrome extensions.
• Try incognito mode: Access CogBooks in Chrome's incognito mode to isolate browser-related issues.
• Verify system requirements:
  • Desktop computer (preferred over mobile devices)
    Windows 10+ or macOS 10.13+
    4 GB RAM minimum
    1.5 GHz processor or faster
• Restart your computer: This can resolve many temporary issues.

The access code (voucher) I purchased from the bookstore is not working.

This happens when the bookstore has provided the same code to two different students. Please reach out to the bookstore for further assistance.

I can’t see the assignment links in my LMS.

Please check with your instructor to make sure you have been added to the correct course and that your instructor has published the course in your LMS (Canvas, BlackBoard, etc.) to make the links available to you.

I can’t access the course as it is not accepting my password.

Please access the course through your LMS (Canvas, BlackBoard, etc.) using the login credentials shared by your university and not through the Cambridge or CogBooks websites.

Grades and Progress made in the course not being registered.

The grades do not update if the due date has passed. If you have your course open in multiple tabs, that will also affect the grades.

Images and the videos in the course are not loading.

For the best experience, we recommend accessing the course using Chrome Browser. If you encounter any issues, try clearing your browser cache and cookies, restarting the browser, and ensuring that third-party cookies are allowed.