If you need help with a SIMnet issue please contact the McGraw Hill Customer Support Team. Be sure to review the SIMnet Support Guidelines prior to contacting the Support team.

Higher Education (United States, Canada)

Hours of Operation: Sunday: 12:00 PM to 12:00 AM EST Monday-Thursday: 24 hrs Friday: 12:00 AM to 9:00 PM EST Saturday: 10:00 AM to 8:00 PM EST

Phone: (800) 331-5094 Online: Submit a Support Request Chat: Chat with a Representative

PreK-12 (United States)

Phone: (800) 437-3715 Online: Submit a Support Request

Hours of Operation: Monday-Friday: 7:00 AM to 8:00 PM EST

Higher Education (International)

Asia China, Hong Kong, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand Phone: +800-881-39190

Australia and New Zealand Phone: +800-881-39190

Europe, Middle East and Africa Belgium, Denmark, France, Iceland, Italy, Netherlands, Norway, Spain, South Africa, Sweden and UK Phone: +800-881-39190

India Phone: +800-919-0301 (000-800-919-0301)

Project Upload Messages

When uploading your project file, you may come across a popup message. These messages indicate that your file was not uploaded to SIMnet. Review the messages below to determine why your file was not uploaded and the next course of action.

• CODE: P-001: An error occurred uploading the file. There was an issue during the upload process. Your file may not have been uploaded because of a connection issue or there may be an issue with the file itself. If the issue persists you may need to download a new file and complete the project again.

• CODE: P-002: An error occurred reading the file. Your file cannot be reviewed by SIMnet. If the issue persists you may need to download a new file and complete the project again.

• CODE: P-003: File must be smaller than 10MB. Your file is too large. SIMnet files are always smaller than 10MB. Review your file for what has made it too large and remove the inappropriate information. Some users find that one of their Excel worksheets has a large number of blank lines that must be removed.

• CODE: P-004: For Word projects, upload a file with a .docx file extension.

• CODE: P-005: For PowerPoint projects, upload a file with a .pptx file extension.

• CODE: P-006: For Excel projects, upload a file with a .xlsx file extension.

• CODE: P-007: For Access projects, upload a file with a .accdb file extension.

• CODE: P-009: The file does not contain your unique signature. Ensure that the uploaded file was obtained by downloading the project start file from SIMnet.

• CODE: P-010: The file is not from the correct project. Ensure that the uploaded file was obtained by downloading the project start file from SIMnet.

• CODE: P-011: The unique signature in the file is invalid. Ensure that the uploaded file was obtained by downloading the project start file from SIMnet.

• CODE: P-012: The file or contents within the file do not contain your unique signature. Ensure that the uploaded file was obtained by downloading the project start file from SIMnet. Each SIMnet project must be completed by using a fresh project start file obtained from your account. These messages indicate that your file came from somewhere other than the assignment page or do not contain only your work. You must download a new file and complete your assignment

• CODE: P-013: Filename cannot contain tilde character (~). Edit your file name to no longer contain the ~ character

Resource Assignment Upload Messages

• CODE: R-001: An error occurred uploading the resource file. There was an issue during the upload process. Your file may not have been uploaded because of a connection issue or there may be an issue with the file itself. If the issue persists you may need to download a new file and complete the assignment again.

• CODE: R-002: An error occurred reading the file. Your file cannot be reviewed by SIMnet. If the issue persists you may need to download a new file and complete the assignment again.

• CODE: R-003: Resource file must be smaller than 10MB. Your file is too large. SIMnet files are always smaller than 10MB. Review your file for what has made it too large and remove the inappropriate information. Some users find that one of their Excel worksheets has a large number of blank lines that must be removed.

• CODE: R-004: For this resource assignment, the file must be a Microsoft Word file with a .docx extension.

• CODE: R-005: For this resource assignment, the file must be a Microsoft PowerPoint file with a .pptx extension.

• CODE: R-006: For this resource assignment, the file must be a Microsoft Excel file with an .xlsx extension.

• CODE: R-007: For this resource assignment, the file must be a Microsoft Access file with an .accdb extension. You have uploaded the wrong type of file for the resource assignment. Review the file and file type you are attempting to upload and make sure it is the correct file type for the assignment your are attempting. If you do not have the correct file type you may not have the appropriate version of Office or may have used an incorrect start file. Download a fresh file and work from the appropriate Microsoft Office software for your project.

• CODE: RP-009: The resource file does not contain your unique signature. Ensure that the uploaded file was obtained by downloading the resource start file from SIMnet.

• CODE: R-010: The file did not originate from the primary start file for this assignment. Ensure that the uploaded file was obtained by downloading the resource start file from SIMnet.

• CODE: R-011: The unique signature in the file is invalid. Ensure that the uploaded file was obtained by downloading the resource start file from SIMnet.

• CODE: R-012: The file or contents within the file do not contain your unique signature. Ensure that the uploaded file was obtained by downloading the resource start file from SIMnet. Each SIMnet project must be completed by using a fresh Resource start file obtained from your account. These messages indicate that your file came from somewhere other than the assignment page or do not contain only your work. You must download a new file and complete your assignment

• CODE: R-013: The resource assignment requires an unknown or unsupported resource file extension: FileExt. Please review the noted file extension. Your file must match the supported resource file extension required by your instructions.

Contacting McGraw Hill Support Guide

1. Success begins on the first day of class with SIMnet. Follow these fundamental steps.

   • Step 1: Make sure you know your School Specific URL for the course. (The account URL (Web address) always begins with https:// and ends with simnetonline.com.) If you don't have this information, please ask your instructor.

   • Step 2: Run a Systems Requirements Check. On , scroll down approximately 3/4 of the way down the page, look for the header Help & Support, click on Systems Requirements Check to ensure your system meets the requirements and you are ready for an optimal experience.

   • Step 3: If you experience any difficulties contact McGraw Hill Tech Support first. On the same opening log-in screen, approximately 3/4 of the way down the page, look for the header Help & Support, click on Technical Support. Review the hours of operation and contact details in the section.

2. Tips for Communicating with MH Technical Support.

   • Step 1: Be prepared to answer these common questions in advance. Browser used and version: Edge_____ Firefox_____ Chrome_____ Safari _____ Connectivity: Wi-Fi wireless_____ hardwired desktop_____ MS Office: 2019_____ 2016_____ Other_____ Course/Section: ____________________ (example: CIS 110 D1) Assignment: ________________________ (example: Excel Project 2-5)

   • Step 2: Call first if during the outlined Tech Support Hours, if after hours use email. Note: Hours are Central Standard Time. By calling Tech Support first they can ask you the appropriate questions to resolve your issues faster. Typically with IT issues, it is important for the help desk to have key diagnostic answers about what kind of machine you are using referenced above. In any email communication, clearly outline the problem as thoroughly as possible. Great tip: Capture a screen shot of what you are experiencing and include it.

   • Step 3: Obtain a CXG (Customer Experience Group) case number for your reported issue (s). This case number documents the situation and allows McGraw Hill to track the issue and work toward a resolution.

3. Communicate a Positive Attitude and Tone. We recognize you may be frustrated but keep the communication professional. Don't take your stress out on Tech Support by being arrogant or aggressive with your concerns. As the sayings go, "You catch more flies with honey than you do with vinegar!"

4. Be Responsive: If further information is requested from Tech support, respond immediately. Your case cannot move forward without this information and this will minimize delays in resolving your issue.

5. Listen Closely and Take Good Notes: Be more than a good listener be an awesome one to show interest in what Tech Support is saying. No one likes communicating with someone who does not listen. Listening involves paying close attention to what the other person is saying, and taking notes to ensure understanding. Always ask these three questions:

   • Who am I speaking with?

   • Reiterate your understanding of next steps to resolve your issue so everyone is on the same page

   • What is my CXG (Customer Experience Group) case number so I can track the status of my issue?

6. Feedback: You have a business professional relationship with Tech Support. Did Tech Support help you - if not why not - did you receive the support you needed evaluate the communication. Did you provide accurate details or enough information explaining what you need? If Tech Support provided outstanding customer service let them know. A simple "Thank You" will be remembered and is appreciated. It's easy to complain and it's just as easy to compliment.

7. When to escalate a problem to the instructor? If and only if, Tech Support is unable to assist you, please share your CXG case # with your instructor. Your instructor may or may not be aware of a larger issue occurring but it is important to let them know about your attempts and progress at a solution. This allows for greater communication and faster resolution to your case.

When some users experience network issues with SIMnet the problem may to do with their Internet connection to SIMnet. Diagnosing this issue requires our support team to see exactly how your computer is accessing SIMnet and how long each step is taking. To do that, we use a traceroute. It simply determines the route your computer is taking to access SIMnet and how long each step along the way is taking.

There are times when gathering data about how your computer is accessing SIMnet may be needed to fix a complex issue. When this happens the Support Team may ask you to create a .har file, which records each request to and from SIMnet. The steps to creating a .har file depend on your browser. Select your browser from the tabs and follow the steps to create a .har file for diagnosis.

Exporting the Console Log

The Developer tool can also catch additional errors in the Console tab. While you have the Developer Tools open:

1. Switch to the Console tab by clicking on it.

2. Refresh the page that you are having an issue accessing.

3. Right-click on any log statement in the console window

4. Click Save As