If you encounter issues with CarmenBooks, start by exploring the troubleshooting tips below. Included are general rules of thumb to keep in mind as well as solutions to common problems.
If you encounter issues that are not covered in this list, support contacts are provided below.
- Nothing Happens when I click Read Now. If you are clicking Read Now, and nothing happens, there is likely a pop-up blocker preventing you from opening the book. A lot of browsers turn on pop-up blockers by default, so you may be unaware that you have one active. You can find out more about managing your browser’s pop-up settings by following these links: Google Chrome, Firefox, Microsoft Edge, Safari.
- My textbook has a link listed as Courseware. Anything listed as Courseware on the shelf is delivered on publisher homework systems. You should look to these links for access. CarmenCanvas won't let you launch the content directly from the shelf. Look for buttons like Access Pearson, McGraw-Hill Connect, and so on in the course navigation and use them for access. Check your syllabus, modules, or announcements for instructions if there is no such menu item.
- I’m having trouble getting CarmenBooks to work with a VPN. VPNs block the expected data transfer between Carmen and external tools. This problem will result in different errors but may include garbled code or an infinite loading screen. You should disable any VPNs to allow the connection.
- I’m getting a No Known User error. If your email in Carmen is anything other than your Ohio State's default name.#@osu.edu address, the system will not recognize your account and you will see the No Known User error. This can occur with buckeyemail.osu.edu email addresses, but is more common with iCloud and Gmail addresses. To change your email in CarmenCanvas back to your Ohio State username, see the Canvas guide,How to Change My Default E-Mail Address.
- I'm experiencing a launch error. This most commonly occurs on iOS devices and requires that browser settings be changed to enable Cross-Site Tracking. In Safari, this means turning OFF a setting labeled “Prevent Cross-Site Tracking”. While in Chrome and the Canvas app, it means turning ON a setting to “Enable Cross-Site Tracking.”
- The page is not loading, blue bar loading screen is not moving, or I'm stuck on a loading or launch screen. Various issues like pages loading slow, a blue bar loading screen, or Launch screen may have unknown causes. We recommend clearing your internet browser’s cache and cookies, which usually resolves these problems. These guides cover this process for the most common internet browsers: Google Chrome, Firefox, Microsoft Edge, Safari.
- I am having time zone/clock sync issues. If you have manually set your computer’s time zone or your computer clock is otherwise out of sync, this can interfere with some of the technology used to facilitate the sync between Carmen and Redshelf. Users may see an infinite blue loading bar. You may want to ensure that you have set your machine’s time zone to update automatically instead. For more information on how to fix this issue, read RedShelf's Blank Screen or Loading Screen in your LMS.
Additional Support
Did these tips solve your issue? If you still require assistance, reach out to the Carmen support team with your questions—and attached screenshots of the issue—at carmen@osu.edu. You can also reach support by phone at 614-688-4357 (HELP).