If you are accessing Labster through a Learning Management System and you cannot play a simulation because the play button is greyed out, your instructor can easily fix this issue! This applies specifically to platforms like Brightspace and Blackboard, which require proper license synchronization for simulation access.
Overview of the License Sync Process
The license synchronization process ensures that your course is correctly recognized and grants access to Labster simulations. Syncing occurs under these conditions:
Manual Triggering: Instructors must load Labster's external tool in their course for the first time. This commonly occurs at the start of the semester or when accessing the simulation catalog.
Avoiding Copy-Paste Issues: If a course or simulation has been copied, the manual license sync step is bypassed, and the syncing will not occur automatically.
Root cause
The license sync process happens whenever an instructor loads Labster's external tool in a course for the first time. Typically, this happens at the start when they load the tool to access the simulation catalog and access those simulations. Manual triggering ensures that the course is correctly recognized for granting access to simulations.
Steps to Sync Licenses for New and Copied Courses
Open the Simulation: Navigate to your course in the LMS. Open any Labster simulation that has been published to the course.
Verify License Activation:
Successful sync: You should see the simulation overview or a blue play button.
Unsuccessful sync: A blank page or error message indicates that the license was not synced.
Contact Labster Support: If errors persist or syncing issues occur despite following the steps above, reach out to the Labster support team for assistance.
How to fix
We suggest that instructors start by opening a simulation in each of their courses/sections at the start of the semester. If they are able to see the simulation overview/blue play button, that'll be a good sign as that indicates the license is synced and the tool is working as intended! However, if they open a simulation and see a blank page or receive any errors, I would certainly recommend they reach out to customer.support@labster.com as soon as possible so we can investigate that further!
Please do not hesitate to reach out to our Support Team if you have any questions or need assistance.
To get in touch with our Support Team, you can:
🔵click on the blue button located at the bottom right of the screen
📚 Help Center article Contact Support
📧 or by email: customer.support@labster.com