Common Technical Problems
|Where do I go to log in to Blackboard?|
Go to elearn.uta.edu and log in with your NetID and password.
|I tried to log in, but I got a message that says "Access denied. Your account access to the system is no longer permitted." What do I do?|
First, check to make sure your login information is correct. You should use your NetID and password. If your password has expired or you don’t know it, see the NetID page to reset your password.
Verify that your registration for the course has been completed in MyMav. If you registered late, there may be some lag time for system transfer.
If you know your login information is correct, then you may be locked out of Blackboard for non-payment of fees. Contact Student Financial Services.
|I tried to log in, but I got a message that says "Could not log in. Valid authentication credentials were not provided." What do I do?|
You have either mistyped your NetID or password. Your NetID does not have to be case-sensitive. However, your password is case-sensitive. Try typing it again in all lowercase.
If you know that you have typed your NetID and password correctly, your password may have expired. Go to NetID to reset it.
|What browsers and operating systems work best for Blackboard?|
Review the System Configuration for current information about browsers and operating systems that are compatible with Blackboard 9.1. Please note that even browsers and operating systems listed as compatible may still encounter problems, especially if you have plug-ins installed or are using unique settings.
|Whenever I click on certain items in my course (linked files, assignments, etc.), a dialog box opens that asks me to provide my login information. What do I do?|
This is an issue that occurs when using Internet Explorer. You may receive this message if you are using Blackboard for the first time.
To avoid seeing this message, add http://elearn.uta.edu/ to your list of Trusted Sites. You can look at your Trusted Sites in Internet Explorer by going to the Internet Options page (under Tools in the browser).
A dialog box will open with the Internet Options. Select the Security tab to access the Trusted Sites area. Click on the “Sites” button.
Type the http://elearn.uta.edu/ address into the “Add this website to the zone” field and then click Add. Click “Close” to close this window, and then Ok to close the Internet Options dialog box. Though this issue has not presented itself in other browsers, it is a good idea to add http://elearn.uta.edu/ as a trusted site in any browser you use to access Blackboard. You can do so by following similar steps in those browsers. Check the browser’s “Help” tab or menu for instructions. You may need to clear your browsing history and restart your browser for the settings to take effect.
|I cannot view an image, or hear an audio file, or view a video, etc., loaded into the course. What do I do?|
You may not have the proper plug-ins installed. Make sure your Java is up‐to‐date or you have current versions of audio/video programs on your computer.
|I downloaded and installed Java but I still cannot view certain elements in Blackboard. What do I do?|
After Java is installed, it may need be enabled in your browser. Enable Java, and then clear your cache, cookies, and browsing history, and try again.
|I installed the latest version of Java and made sure it was enabled in my browser. I still have problems viewing certain content items in Blackboard. What is wrong?|
Any old versions of Java should be removed from your computer after updating, to prevent performance and security problems. Usually the removal occurs during the update process, but if it does not, you will need to uninstall the old versions. Follow the instructions for Windows or Mac to remove all versions of Java. Then install the latest version and enable it in your browser. Restart your computer before logging into Blackboard again.
|I can't view any threads on a discussion forum, even though I know threads are there. What do I do?|
When List View is toggled, threads may be hidden in a discussion forum. To make the threads visible again, either toggle Tree View or click on Display ->> Show All. Both buttons are located in the upper right corner of the discussion board frame.
|I tried to download a file that was in a course, and nothing happened. What is wrong?|
Your browser may have prevented you from downloading the file. Check the top of your browser for a message that indicates it blocked a file or a pop-up. Allow the file to download. You may want to enable automatic downloads in your browser. Troubleshoot file download problems in Firefox, Internet Explorer, Chrome, and Safari.
|I went into my course and I cannot see the course menu. All I see is the course landing page. How do I get my menu back?|
The course menu has collapsed. You need to expand the menu in order to use it again and access the content areas and tools.
Click on the arrow circled in red on the image above. This will expand the course menu. If this does not work, completely clear out your cache, cookies, and browsing history. Close the browser window and open it again. Log in and attempt to expand the menu.
|Many of my students have reported being kicked out of tests. What do I do?|
If you are taking a test and get kicked out, contact your instructor first – the help desk will not reset a test for you. Also, be sure to completely clear your cache, cookies, and browsing history before taking a test again.
|When I view certain threads in the discussion board, the links to the posts overlap and I cannot click on them. What is wrong?|
The scroll bar has disappeared that would allow you to scroll through the multiple post links. The browser is trying to render the page without this scroll bar, so it displays all post links but causes them to overlap the other content. This problem has been reported in Firefox 3.6 versions, IE versions, and Safari versions. Please note: this problem has been resolved but additional steps may need to be taken for the resolution to take affect in your browser.
First, refresh your screen following the steps below:
Next, clear your cache, cookies, and browsing history. Be sure to do follow the steps above as well as clearing your cache. Doing both steps is necessary in Firefox 3.6 and higher.
|I clicked on an item in my course and received a "Contact System Administrator" error along with an error code. What is wrong?|
The following is an example of this type of error:
This type of error usually occurs randomly and is self-resolving. If you receive this error, clear your cache, cookies, and browsing history, and attempt to access the item again. If you receive the error message multiple times on the same item, write down the error ID or take a screenshot. Send the error ID or screenshot and a description of what you were doing at the time of the error to the help desk.
It is very important to clear out your browser and try again before you contact the help desk. In a majority of cases, the problem will resolve on its own. Do not contact the help desk until you have attempted to clear out your browser and access the item several times, and can consistently replicate the error.
|I clicked on an item in my course and received an error message saying, "Access denied" or "Resource not found." What is wrong?|
This error occurs when the permissions are not set correctly to view the content in your course. If you receive this error, contact your instructor and inform them of the error. Check with your classmates to see if they receive the same error when trying to access the same items.
If your instructor or a technical support specialist informs you that the issue has been resolved, clear your cache, cookies, and browsing history, and attempt to access the item again.
|I clicked on a file attachment link in the discussion board and it will not open. What is wrong?|
This error can occur when files are attached using the “attach file” button beneath the text box when creating a post. The link may contain “xid” in the file name.
The creator of the post will need to re-attach the file to the post using the paperclip icon in the text box editor buttons, rather than the “attach file” button beneath the text box.
|Whenever I click the "create forum" button inside a group discussion board, I receive an error. What is wrong?|
The “create forum” button currently does not work for student users inside the group discussion boards. This bug is being addressed by Blackboard. If you receive this error, contact your instructor and request that they create forums within the group discussion board for you to use.
Thread creation is still available for student users within the group discussion boards. If a forum exists, use that forum to create topical threads.
|There are duplicate Smart Views in the Grade Center. How do I remove them?|
Smart Views may be duplicated when a course is copied from one shell to another. To remove them from your list, follow these instructions:
|I tried to upload a large file (over 250 MB) to Blackboard and it did not work. What is wrong?|
The system limit for file uploads is 250 MB. Compress the file before uploading it. Blackboard will accept zipped files in assignments, discussion boards, and other locations, so try zipping the file before uploading it.
|The attach file link on the email page is cut off and I am unable to attach a file. How do I fix it?|
This is a known issue affecting Internet Explorer 8. Either switch to a different browser, or turn on compatibility view.
Follow these steps to turn on compatibility view in Internet Explorer 8:
|I have a student who requires additional time on tests. How do I set this up?|
Time limits on tests in Blackboard are considered “soft” time limits – that is, the student is not forced out of the test at the end of the time limit. The student may exceed the time limit and still submit the test successfully. If you have a student who requires additional time on tests, no action is needed on your part – simply let the student know s/he can exceed the time limit, and the attempt recorded in the Grade Center will display the student's total test time.
|My students are not able to access a test, even though I made the link available. What is wrong?|
First, check to make sure “make link available” is set to yes on the Test Options page.
To get to the Test Options page, follow these steps:
Next, make sure any adaptive release rules you have created are set correctly. Note: adaptive release rules are NOT required to simply release a test to all students.
To get to the Adaptive Release Rules page, follow these steps:
View the rule criteria and delete any or all of the criteria that may be preventing students from accessing the test link. Common mistakes include the following:
|I need to reset a test attempt for one of my students. How do I do this?|
To clear an attempt for a single student, follow these instructions:
|I need to open a test for just a single student. How do I do this?|
There are multiple methods for opening a test for a single student. Follow the instructions below for the scenario below that best applies to your situation.
All students have taken the test except one student; forced completion is enabled:
All students have taken the test except one student, forced completion is not enabled or the test is closed but not all students have taken it:
First option: Enable a password on the test and give the password to the student:
Second option: Use an adaptive release rule to release it to a single student:
|My students have submitted assignments/tests, but I cannot see the submissions in the assignment/test column. How do I see their submissions?|
The column for that particular assignment or test may be hidden. To view all hidden columns in your Grade Center, follow these instructions:
All hidden columns are in gray italics text. To make a column visible, follow these instructions:
|I cannot remove certain columns from the Grade Center – there is no option listed to "remove column." How do I remove the columns?|
First, determine if the column is linked to a content item. Typically tests, assignments, and SafeAssignment columns cannot be removed from the grade center - you must delete the content item itself in order to remove the column.
Next, if no content item is linked to the column, then you can either hide the column, or send a request to firstname.lastname@example.org to remove it for you.
To hide the column, follow these instructions:
|I cannot scroll horizontally through the Grade Center because the scroll bar has disappeared. What is wrong?|
This problem is caused by browser resolution settings. To correct, adjust the resolution of your browser, or try a different browser. Most browser resolution settings can be easily adjusted by holding down the Control key and scrolling the mouse wheel up and down, or hitting the plus (+) or minus (−) keys. Remember, browser resolution is a cached setting, so if you clear out your cache and browsing history at any point, this setting may not be saved and you will need to adjust the resolution again.
|I tried to download multiple assignment submissions but received an error message. What is wrong?|
This is a known issue that occurs when using either Internet Explorer 7 or 8 in conjunction with Windows Vista or Windows 7 operating systems. The error message you receive may resemble the following:
Internet Explorer was not able to open this Internet site. The requested site is either unavailable or cannot be found. Please try again later.
Use a different browser to work around this issue.
|I received an error message when attempting to access SafeAssignments in my course materials. How do I get to SafeAssign?|
If you are an instructor and you attempted to access SafeAssign from the assignment link in your course materials, you will receive an error message. Instructors must access SafeAssign and student submissions either through the Grade Center or the SafeAssign tool in the Control Panel.
To access SafeAssign in the Control Panel, follow these instructions:
If you are a student and you received an error message when attempting to access a SafeAssignment, contact your instructor.
|The SafeAssign tool link is not visible on the Control Panel menu, or in the "add assessment" menu in the content areas. How do I fix this?|
Sometimes the SafeAssign tool is not automatically enabled, especially in courses that have been copied. It must be enabled in order to use this tool in your course.
To enable SafeAssign, follow these instructions:
If you are a student and you received an error message when attempting to access a SafeAssignment, contact your instructor.
|My students report errors when submitting assignments via SafeAssign. What is wrong?|
The course may need to be synchronized. Each time a course is copied, the new course will need to synchronized with SafeAssign in order to process the assignments correctly.
To synchronize SafeAssign, follow these instructions:
|I submitted an assignment via SafeAssign and it has not returned results after several hours. What is wrong?|
Sometimes a paper will take longer than expected to process in SafeAssign's plagiarism checker, especially during peak times of the semester, such as midterms and finals. If a paper has not returned a report after a few hours, submit the paper again.
|I received the error message, "The content below is outside of the Blackboard Learn environment" when I click on certain items in my course.|
Many courses use textbook publisher materials or course cartridges with materials that reside outside of the UTA Blackboard system. If you receive this message, it simply means content that resides on another server is displaying within the Blackboard frame. You should still be able to see and interact with the content.
If you are not able to see the content, try adding the content URL to your list of Trusted Sites. You can determine the URL of the content by right-clicking on it and choosing to open in a new window, or selecting Properties.
|I cannot open embedded PDF files in my Blackboard course. My browser tells me I need to install a missing plugin, but it does not find or install a plugin when I tell it to.|
This problem typically affects Firefox. Try the following workarounds:
|There are no students in the Grade Center, but students are in my course. How do I add them to the Grade Center?|
The Grade Center must have at least one column in order for students to be visible. First, check for hidden columns and make them visible. If no available columns exist, create a new column, using either Create Column or Create Calculated Column.
|I performed a course copy and received an error message in the email receipt, telling me to check the logs. How do I do this?|
When performing a course copy, you may receive the following message in the email receipt:
The following Course Copy process has completed: Source 2112-SAMPLE-COURSE-22354-002 | Destination 2115-SAMPLE-COURSE-22353-001
The results of the process are shown below.
Error: An error has occurred. Check the logs for further details.
This message typically appears when you copy a course containing discussion board posts from students. Since the original authors of those posts are not carried over to the next course, Blackboard interprets this as an error. Please ignore this message. If you encounter any serious malfunctions with your course after the copy, or receive the message "Fatal Error" in the email receipt, please contact CDE Support.
Important: If you receive any error messages as a result of a course copy, DO NOT RE-COPY THE COURSE. Contact CDE Support to resolve the issue before copying again.
|When I enter the discussion board, the threads or posts are missing, and all I see is a blank page.||A blank page on the discussion board may be caused by a problem with your browser that affects the List View. A simple work-around is to toggle Tree View.|
|I am experiencing issues using Collaborate Web Conferencing.|
If you experience issues using the Collaborate Web Conferencing software, contact Blackboard Collaborate Support. This is a 24/7 help desk dedicated to Collaborate Web Conferencing.
Important: Blackboard Collaborate Support is a third-party help desk that is neither owned nor operated by UT Arlington. They will not have access to your courses or UTA's instance of Blackboard. They can assist you with issues that arise within the web conferencing application.
Common problems include:
Most issues can be resolved by clearing your Java cache.
|There is a student in my grade center called "demo user" or "bb_demo." Who are they and can I remove them?|
The bb_demo user is a locally created account that is tied to each individual course shell, for use with the Student View tool. It is not a "real" student or user. In order for the Student View tool to give faculty a fully interactive student view of their courses, a demo user with the student role must be enrolled. The Student View tool creates this user in each course when the tool is toggled. The demo user appears in the grade center so that faculty may take tests, submit assignments, and post on the discussion board, and see the results as if a real student had produced them.
The bb_demo can be removed, but we do not recommend having it removed, as it is necessary in order for Student View to function. Additionally, if removed and the Student View then toggled, a new bb_demo demo user will be created.
|Is there a mobile app for accessing Blackboard?|
Yes! A personal license app can be purchased by individual students and faculty to access UTA's Blackboard via mobile device. Any carrier and OS may use this app, provided the app exists in your app store. To purchase, search for Blackboard Mobile Learn in your app store. See Blackboard Mobile Learn FAQ for more information.
Important! A no-cost option through Sprint and over Wifi was previously available. The no-cost option is no longer available, and has been replaced by the Personal License. Please see Blackboard Mobile Learn FAQ for No-Cost Option Users for more information.
|I tried to access Blackboard using the web browser on my mobile device. I cannot type in the text boxes in order to post discussion board threads, new items, etc. What do I do?|
The visual text box editor (or VTBE) is not supported in web browsers viewed from a mobile device. In order to type in the text box, toggle the HTML mode.
This button looks like a less than (<) and greater than (>) sign side by side. By toggling on HTML mode, you can type directly in the text box. After typing, click Submit to finish.
|What devices are supported for using the Blackboard Mobile Learn app?|
All devices and carriers are supported through the Mobile Learn personal license. See Blackboard Mobile Learn FAQ for more information.