FAQ for Technical Support

Can I use your products on my tablet and mobile device? What devices does the product work on? Does it require an app?

Our core educational products are available to use on demand, on any device, wherever learning takes you.

Our products, including Britannica School, Britannica Academic, Britannica Library, ImageQuest, LaunchPacks Science, and LaunchPacks Social Studies, are built with responsive design, so we are optimized for use on iPads and Android tablets and responsive on iPhones, smartphones, and interactive whiteboards.

Use Britannica on interactive whiteboards, tablets, smartphones, and computers and easily share resources, exchange ideas, and create something new for students. Britannica Digital Learning helps educators transform learning to reach every student’s true potential.

Whether you need to work in the classroom, in the library, or at home, our educational products will be accessible.

How do you provide access to your products? What are the technical requirements for utilizing your products?

Information About Browsers and Plug-ins

Since our suite of products is accessed over the Internet, it is subject to the same performance issues that affect other websites. There are some steps that schools can take to improve the performance of our products (and other websites). Britannica recommends using current versions of Internet browsers, specifically:

• Google Chrome version 52.0 or higher

• Mozilla Firefox version 45.0 or higher

• Microsoft Edge version 25.0 or higher

• Safari version 9.1 or higher

 

Many of our classroom and teacher resources utilize multimedia features. These require a number of standard software plug-ins included with most operating systems or Internet browsers. Britannica recommends using current versions of the required plug-ins. Current versions can be downloaded for free from the Internet. Generally, if a plug-in is missing, the browser will provide a prompt to download it. The following plug-ins are required:

• Windows Media Player version 12.0 or highest version available for the computer’s platform

• Adobe Acrobat Reader version 11.0.12 or higher

Information About Authentication and Cookies

Once a computer has been logged in, students should not be prompted to log in again.

If students are asked repeatedly to log in on the same computer, the cookies are probably being deleted. If a school provides individual network log-in accounts for each student, Britannica recommends that the school set up the network profiles so that cookies can be shared between accounts.

If school computers are set up to delete cookies periodically, then their Britannica cookie will be deleted. If possible, set up the computer so that the Britannica cookie is not deleted. Schools using Deep Freeze™, Fortres™, or other security software products that refresh computers frequently may also be deleting the Britannica cookie. Britannica recommends including the school’s Britannica cookie within the Deep Freeze™ refresh itself, so that the computer will automatically be logged in when it is refreshed.

Is it possible I’m already a customer?

Yes! Did you know that 18 U.S. states—Alabama, Delaware, Georgia, Hawaii, Iowa, Kansas, Kentucky, Maine, Massachusetts, Michigan, Minnesota, New York, North Carolina, North Dakota, South Carolina, Texas, Wisconsin, and Wyoming—are Britannica Regional Partners? This means every school in those states already has access to Britannica School! Visit our regional access map to see what other products you may have at your disposal if you’re in a partner state. No matter where you’re located, your school librarian is a great resource to discover what educational products your institution uses and how you can access them.

Are there limits on the number of users for each product?

Subscriptions/pricing are based on student population, therefore we have no restrictions on the number of users that can access our database(s).

What library and classroom technologies do your products integrate with?

Britannica has universal access, which means we are already integrated with the classroom and library technology your students and teachers rely on.

For Britannica School, Britannica Academic, and Britannica Library this includes Google, Canvas, LTI, EBSCO, Follett, and more. For ImageQuest, this integration includes Google, Canvas, LTI, Shibboleth, and Follett.

Whom do I contact if I have any technical support issues?

We’re glad to assist with your technical needs. We are available Monday‒Friday from 9am to 5pm CT. You can e-mail edsupport@eb.com or call 1-800-621-3900, ext. 7160.

We also encourage you to browse our FAQ section for helpful information and advice.

What if I just need to change my IP address for my college, library, school, government institution, or business?

You’ve come to the right place. To get started, please fill out this request form, and we’ll respond to you within one business day.

What are your website accessibility policies?

To fulfill the objectives of our accessibility commitment, we have adopted as our primary guidelines the Section 508 website accessibility standards set forth by the U.S. General Services Administration and also the Web Content Accessibility Guidelines (WCAG) 2.0 recommended by the World Wide Web Consortium (W3C). We continuously test Britannica sites for compliance with the accessibility standards set forth above and try our very best to remain compliant.

The accessibility of Britannica sites, however, depends on third-party technologies provided by the operating systems, hardware platforms, and assistive technologies, all of which can affect the level of accessibility of Britannica sites.

We will continue to enhance the accessibility of our online products as greater functionality becomes available to ensure ongoing usefulness to all users, including those with different abilities.

We also are committed to addressing issues that prevent the use of our software by people with different abilities. We welcome your feedback and suggestions. If you have any comments or questions about our online products and the accessibility thereof, please contact Britannica Customer Support at 1-800-621-3900, ext. 7160 or go to the Britannica Customer Support form.

In addition, please let us know if you have any problems accessing Britannica sites. When you contact us, please provide the following information:

• The nature of your accessibility problem

• The format you prefer for receiving requested website material

• The Web address of the requested material

• Your contact information