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Common Errors

Are you getting an error message or having problems when using MyLab IT? Here are some common issues and how they can be fixed.

Assignments won't launch

Issue

When you click on a MyLab Module or MyLab Bonus Project to start it, nothing happens.

Solution

Your popup blocker is preventing the posttest window from opening. Disable your popup blocker entirely or configure it to allow MyLab IT popups.

Can't see course section

Issue

You registered for your course in MyLab IT, but it is not listed when you sign in.

Solution

You likely have multiple Pearson accounts and registered under a different account than the one you are currently logged in under. Logout and log back in using the correct account.

Cookies not allowed message

Issue

In Safari, when logging in to MyLab IT, you get an error message on the Sign In page that your browser settings do not allow cookies.

Sign-in cookies message screenshot

Solution

You need to adjust your Safari settings to allow cross-site tracking. See Pearson's instructions for details on how to fix this issue.

"Application failed to launch assignment" message

Issue

When trying to launch a MyLab Module, you receive a message that says "Application failed to launch assignment. Please try to re-launch or contact technical support if problem persist."

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Solution

Contact your instructor with the name of the module that is affected. They will need to delete your existing attempt to resolve the issue.

"Server Error in '/Pegasus' Application" message

Issue

When trying to complete MyLab assignments, you receive a "Server Error in '/Pegasus' Application" error message.

Solution

You need to empty your browser's cache and cookies or try a different browser. See the Pearson support article.

"Your session has timed out" message

Issue

You are using Safari or Internet Explorer. When trying to view the assignments in MyLab, you get an error saying "Your session has timed out, please logout and log back in."

Session Timed Out error

Solution

Safari browser

This problem can be caused by your settings for Safari cookies. You need to ensure that cross-site tracking is allowed and that you are not blocking all cookies. See Pearson's instructions for details on how to fix this issue.

Internet Explorer browser

This problem can be caused by Internet Explorer not being properly configured. To fix this, you will need to add myitlab.com, pearsoned.com, pearsoncmg.com, and ecollege.com to the Trusted Sites zone in Internet Explorer.  Pearson has documentation available to help with this process.  MyLab IT is considered a New Design course.

The easiest solution to this problem is generally to use a different browser, preferably Google Chrome or Mozilla Firefox.

"An error has occurred while processing this request" message

Issue

While trying to view assignments in MyLab, a message saying "An error has occurred while processing this request" is shown. The user is unable to view assignments.

Solution

This is generally caused by a browser configuration issue, most commonly with Internet Explorer. Try checking your browser's configuration or using a different browser such as Google Chrome or Mozilla Firefox.

Locked out of course

Issue

You can login to the MyLab IT website but aren't able to get into your course.

Solution

This is most commonly caused by expired temporary access. If this is the case, you will need to purchase a MyLab IT license to regain access. Follow this Pearson support document for instructions.

Other errors

Do you have an error message not covered above? You can search or contact Pearson Technical Support for an answer.

If you e-mail your instructor, be sure to note the exact error message, the location where you were working, what chapter and activity you were trying to use, and any other pertinent details. Screenshots of the error message are very helpful. Contacting your instructor does not absolve you of your responsibility to complete your assignment on-time.