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Tech Support

Blackboard

Issue/Problem

Solution

Hardware/Software Issues

Student is unable to login because student is trying to access Blackboard from work behind a firewall.

Student must talk to the company's network administrator or access Blackboard from another location. UNCG's Blackboard implementation uses a non-standard port number (1080) which may be blocked by some firewalls.

Ensure that faculty have used appropriate file naming conventions for links. Can other students access the materials? If yes, this suggests naming conventions are appropriate.

Student can login but is unable to access course material linked in Blackboard.

If file names are appropriate, the student must ensure that all necessary software or viewer plug-ins are installed on his or her computer.

See plug-ins section.

Another reason might be that instructor has not made the course available in Blackboard yet.

Login Issues

Student does not know their username or does not have a Blackboard account.

The Blackboard username is the UNCG Computing username. UNCG computing accounts must be activated prior to using Blackboard.

See Activate Your Account.

Student does not know their Blackboard password.

The Blackboard password is the student's Novell Netware password. Students who have forgotten their passwords, should use the Self-Service Password Reset page at: http://reset.uncg.edu

Student's password that previously worked with Blackboard is no longer working.

The Blackboard password is the Novell Netware password. When students change their Netware passwords, they must use the new password for Blackboard. If a Netware password is expired after 90 days (i.e., all grace logins have been used), Blackboard will give an "incorrect username or password" error. Student can then reset their password.

See Reset your Password.

Course Access Issues (student can log in but cannot see the course)

Student is not enrolled in the course within Blackboard.

Course enrollment information for Blackboard is controlled by Banner. Students should have access to courses in Blackboard within 24 hours of enrolling for courses through Pipeline/UNCGenie.

Email Issues

Blackboard messages are sent to a student's UNCG email address, but the student does not use UNCG email.

Blackboard email cannot be changed to use an email address other than uncg.edu.



Messages sent from Blackboard are not received by the student.

Blackboard email is sent to the student's uncg.edu address.

Printing Issues

Page content does not print or incorrect content prints.

Blackboard is frame based. The student must be in the correct frame of the browser to print. Click in the frame where the document is located, and then: In IE, File -> Print and click on "only the selected frame". In Netscape, File -> Print Frame.

Discussion Boards Issues

Threads: Students can see only part of their messages posted in the threaded discussion area.

Threads cannot exceed 4000 characters. Post longer messages as Word or Notepad attachments.

Student cannot see a message he or she posted to a discussion board.

To post to a discussion board, the student must choose the discussion subject under "Current Thread Detail" and choose Reply. Clicking a person's NAME will result in email being sent only to that individual.