Blackboard Updates and Troubleshooting

Latest Updates: NEW! Internet Explorer 8 is not yet fully supported by Blackboard. NEW! Faculty: Gradebook screen not loading? Clear Java cache, clear IE cache, and restart computer. Java 6 Update 14 is available, and it functions well with Blackboard. Need Java? Go to www.Java.com to download. Problems with Internet Explorer? Try downloading another browser. Having problems viewing or downloading Microsoft Office 2007 files from Blackboard? Download Microsoft's Compatibility Converter Want to use the Wimba Pronto instant messaging and voice chat tool in Blackboard? See the Pronto user guide to get started.

What is the Problem?

Sending Email or Discussion messages
Accessing Quizzes or Discussions
Accessing Content Files NEW info!
Uploading or attaching files
Missing a course from your Blackboard Course List
Logging in to Blackboard or being disconnected from Blackboard
Browser and other Blackboard problems
Accessing SafeAssign or Submitting a paper through SafeAssign NEW info!

To Hide courses in your Blackboard Course List

1. Login to Blackboard.
2. Click the small pencil icon in the upper right corner of your Course List.
3. Click the Hide Item button for each course you want to hide.
4. Click the MyBlackboard link to get back to the Course List.

Sending Email or Discussion messages

You may need to download a more compatible version of Java. This software can be downloaded for free from www.Java.com.

Accessing Quizzes or Discussions

Is the Begin Assessment button greyed out?
The Begin Assessment button might be unavailable if you are using a Mac. Mac users need to click the Instructions and Troubleshooting button beside the Begin Assessment button. Read the instruction page, and then click the Begin Assessment button at the bottom of the instruction page in order to begin the test.

The Begin Assessment button might be unavailable if your instructor has set up the test to be taken through the LockDown Browser. If the test does require LockDown Browser, you will see a message in red and a link to the download site for the LockDown Browser software. If you are using a Coastal computer intended for student use, it may already have the LockDown browser software installed. More information

Is the quiz available?
Check the dates/times listed for quiz availability. If the end date/time has passed, you will not be able to access the quiz. Please call your instructor if you have questions about availability. Blackboard Help Desk staff cannot change quiz availability.

Do you have pop-up elimination software such as Pop-Up Stopper, Pop-Up Zapper, Ad-Aware, etc.?
If you are using software to control or eliminate pop-up windows, you may need to disable this software while you taking a quiz in Blackboard. In some cases, this software can prevent Blackboard materials and quizzes from opening properly. Pop-up killing or ad-blocking functions are built into some anti-virus, internet security, personal firewall, and browser programs.

Is your browser compatible with Blackboard?
Go through Blackboard's Browser Tune-up to make sure your browser is optimized for Blackboard.

Accessing Content Files

Is your browser software blocking file downloads?
You may need to set your browser to allow file downloads from the Blackboard website.

To prevent  Internet Explorer 7 from blocking file downloads:
1. In Internet Explorer 7, on the Tools menu, click Internet Options.
2. Click the Security tab, and then click the Custom level button.
3. Scroll to the Downloads section of the list, and under Automatic prompting for file downloads, click Enable.
4. Click OK, then click Yes to confirm the change, and then click OK.

In earlier versions of Internet Explorer you might need to set Blackboard as a Trusted Site:
1. In Internet Explorer, on the Tools menu, click Internet Options.
2. Click the Security tab, and then click Trusted sites.
3. Click the Sites button.
4. In the Add this Web site to the zone text box, type the Internet address for the Blackboard site (https://bb.coastal.edu), and then click Add.
5. Click OK in both open windows to complete the process.

Do you have pop-up elimination software such as Pop-Up Stopper, Pop-Up Zapper, Ad-Aware, etc.?
If you are using software to control or eliminate pop-up windows, you may need to disable this software while you taking a quiz in Blackboard. In some cases, this software can prevent Blackboard materials and quizzes from opening properly. Pop-up killing or ad-blocking functions are built into some anti-virus, internet security, personal firewall, and browser programs.

Do you have the software needed to open the file you are trying to access?
Some documents provided in your course may require specific software to open them. If you do not have the appropriate software to open a particular document (such as Microsoft Word or PowerPoint), you will need to contact your instructor.

This problem can be caused by not having the documents (especially Microsoft documents) closed before trying to upload them. Make sure you're saving and closing the file before trying to attach in Blackboard.

It has also been reported that having your browser's security setting for "cookies" too high has caused the problem. Follow the instructions at the browser tuneup page for cookie settings.

If you are not getting the attachments window at all, you may have a popup blocker turned on. Pop-up killing or ad-blocking functions are built into some anti-virus, internet security, personal firewall, and browser programs. Although the Browser Checker in Blackboard can check for pop-up Blockers in your browser, it cannot check for pop-up blockers in other programs.

Missing a Course from your Blackboard Course List

Did you register late for the course?
If you registered late, the course may not show up in the list on your MyBlackboard screen. Please allow 24 hours for the course after registration for the course to appear in Blackboard. If the course does not appear after 24 hours, email blackboard@coastal.edu and request to be added to the course.

Does the course use Blackboard?
Not all courses at Coastal use Blackboard. To find out if a distance learning course you're taking uses Blackboard, visit WebAdvisor. To find out if an on-campus course uses Blackboard as a supplement, contact your instructor.

Logging in to Blackboard

Have you visited the Login Assistance screen?
The Login Assistance page has detailed information on browser options, computer settings, etc.

Unable to Attach Files to an Assignment or Mail Message

This problem can be caused by not having the documents (especially Microsoft documents) closed before trying to upload them. Make sure you're saving and closing the file before trying to attach in Blackboard.

It has also been reported that having your browser's security setting for "cookies" too high has caused the problem. Follow the instructions at the browser tuneup page for cookie settings.

If you are not getting the attachments window at all, you may have a popup blocker turned on. Pop-up killing or ad-blocking functions are built into some anti-virus, internet security, personal firewall, and browser programs. Although the Browser Checker in Blackboard can check for pop-up Blockers in your browser, it cannot check for pop-up blockers in other programs.

Update Your Java Software

Is the My Computer icon missing from your Browse window? Are you having problems uploading files or attaching files in Blackboard?

Clear Java Cache
You may need to clear the Java cache. Instructions for clearing Java cache. Once the Java cache has been cleared, you will need to restart your computer. You may see a Java security certificate message pop-up when you login to Blackboard the next time. If a Java Security certificate message (related to Blackboard) comes up when you log back in, click "Run".

Did you clear the Java cache and you still can't upload files to Blackboard?

Java security certificate
Once the Java cache has been cleared, you will need to restart your computer. You may see a Java security certificate message pop-up when you login to Blackboard the next time. If a Java Security certificate message (related to Blackboard) comes up when you log back in, click "Run".

Have you updated your Java software lately?

Update your Java software

***If you are using Mozilla Firefox, your upload problem may be related to the latest Firefox update. Try switching to Internet Explorer to upload or attach files in Blackboard, or try switching back to an earlier version of Firefox.

Workaround for Java problems
If you are unable to see the MyComputer icon after updating your Java, do the following:
1. Place your mouse pointer in the center of the box where the MyComputer icon should appear.
2. Slide the mouse pointer just past the left or right edge of the box until the pointer changes to a hand and click. The individual file upload screen should appear. You can browse for up to 10 individual files.
3. Click OK at the bottom of the screen to upload the files.

More info on Java and Blackboard