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Frequently Asked Questions

Blackboard  - Technical Problems
 
Question Answer
Blackboard login page displays "Page Not Found" or "URL Not Found" or "system unavailable."

Problem is as follows: When a user goes to http://clpccd.blackboard.com, they get a "Page Not Found" or "URL Not Found" (view sample screenshot) or "This system is momentarily unavailable" or other error message.

Possible cause: This may have been caused by recent server maintenance and the users' computer is not set to periodically clear cache.

Solution: Clear your browser cache. No matter what browser you have, you can find the steps at how to clear cache. (Note: so far this problem has largely been reported by those who use the Safari browser on a Mac.)
Still having login or Blackboard display problems? Try...
  • Clear your browser cache.
  • We do not recommend using AOL to access Blackboard. If AOL is your Internet Service Provider (ISP), minimize AOL, and then open another browser, such as Internet Explorer.
  • Try using a different browser, such as Firefox, Safari, or Flock.
  • Try using another computer.
  • Try a computer in one of Chabot's labs (in the Library or Room 3906)
  • Test goes blank? Make sure to turn off the pop-up blocker in Internet Explorer
The font/text size of my Internet Explorer Browser is too small The most common problem is that for some reason some users browser's text size gets set to that other than medium. Assuming that you're using Internet Explorer, from the menu,
  1. Select "View"
  2. Select "Text Size"
  3. Select "Medium"

You may also need to refresh your browser (use refresh button).
I copied and pasted text from Microsoft Word into Blackboard's text editor. When I click submit to view it all of my quotation marks have turned into UPSIDE DOWN question marks (ex. ¿Am I dreaming?¿) . What's wrong? Users may copy and paste text from Microsoft Word into Notepad(PC) or Text Editor(MAC). This will rid the text of any extracted code or special characters before pasting into Blackboard. All formatting will be lost in this process.
In Word, the default setting for quotation marks and apostrophes is something called "Smart Quotes." This setting replaces "regular" quotes with the curly quotes. When you paste text into Bb, the text editor converts it automatically to HTML to be viewed on the Web.

Since Blackboard's text editor doesn't know what to do with "smart quotes, it replaces each "character" with a question mark. There is also a setting that converts two hyphens (--) into a long dash. If you do a lot of copy/pasting from Word you can turn off the "smart quotes" feature:
 
  1. In Word, go to the TOOLS menu --> AUTOCORRECT.
  2. Click the Format as you Type tab.
  3. The first box is "Straight Quotes" with "Smart Quotes." Uncheck the box.
  4. OPTIONAL: Uncheck the hyphen/dash box.
For existing text, you'll have to use FIND and REPLACE (from the Edit Menu) to change the "smart quotes" to "straight quotes" for the changes to take effect.
I'm getting a Java or JavaScript error
Sample of the problem: Every time a student submits a quiz, they see a javascript error message (may differ for each student or include "unterminated string constant").

Try one of the following:

  1. You may be using an older browser that may not be able to handle Java properly (e.g. older AOL browser). Go to your browser's download site to get the latest version. Or download a different browser. E.g. Firefox, Safari, or Flock.
     
  2. You may need to install Java on your computer, particularly if you are not able to open the Virtual Chat in Blackboard. You can download Java from the Plug-in Download Links page.
     
  3. Turn off script debugging. To do this:
    1. Tools
    2. Internet Options
    3. Advanced tab
    4. check "Disable Script Debugging"
       
  4. Try using a different browser, such as Firefox or Safari. View options to download Firefox, Safari, or Flock.

If none of the above options work, you may need to take your next quiz/test/exam in the Library Computer Lab.
Still getting weird Java or Internet security messages?
Here are several options for you to try:
1) Try another browser (Firefox, Safari, or Flock)
2) Try another computer
3) Try a computer in one of Chabot's labs (in the Library or Room 3906)
4) If you use a laptop, bring it in to Room 3906 so that Bb Support can observe the problem and try to troubleshoot on the machine you are using.
I am not receiving email from my instructor or other Blackboard students in the class. Why?
Most likely, this is because you did not add your e-mail address to the Personal Information page the first time you logged into Blackboard. To change your password, go to How To Login to Blackboard and scroll down to Step 4. Email your instructor to find out if you have missed any previous messages.
When I try to access the Discussion Board (or another area), I get "Internal Server Error"
If you encounter the Internal Server Error message, the most probable cause is that there is a temporary glitch in the system (sometimes due to heavy system-wide usage). The error message is usually only temporary and you should be able to view the area within a few seconds (you may need to click on other areas or refresh your browser).

However, if the error message continues to display, please try one or more of the following:

  • There may have been an interruption in your internet service.
    1. Logout of Blackboard
    2. Close your browser. (You may also want to restart your computer).
    3. Reopen your browser. A “Page Not Found” message in your browser may mean that there is no internet connection - check with your internet service provider for assistance).
    4. Login to Blackboard.
      • Clear your cache settings
         
      • Do you tend to close your browser without clicking on the LOGOUT button? If so, this may be another cause of the “Internal Server Error” message. This is due to persistent cookies set by the application. Please do the following step to clear the cookies and temporary files in order to login again.
        1. In Internet Explorer, go to the Tools menu and select "Internet Options"
        2. If not already selected, click the "General" tab
        3. In the area "Temporary Internet Files," select Delete Cookies and Delete Files.
           
      • If you continue having trouble viewing pages or file in Blackboard within Internet Explorer, please update your Internet Explorer browser. Updates can be found at http://www.microsoft.com/windows/ie/downloads/critical/default.mspx

        • Try using another browser. See Browser and Operating System Requirements (PDF). Note that while not listed on this document, Mozilla Firefox appears to work as an option as well.
I can access the Discussion Board, but I am having problems posting
Problems and their causes vary, but check both of the items below:
  • Are you having this problem? When you submit a posting, do you receive the message: "Database Error; A database error has occurred. Unable to process the request."
    Solution: This may be caused by posting too much text in the subject field. Students who had this problem were copy/pasting their entire post in the subject field, when it should have been copy/pasted into the main text box.
     
  • Are you having this problem? When sending a reply, I do not get a message window. So when I try to reply, a window pops up and says "type a message."
    Solution: Various computer settings can cause problems for using various tools in Blackboard, including the text editor box in the Discussion Board (the box where you type in your response). One workaround is to turn off the text editor, which means you won't be able to do such things as change the text color, but it should prevent problems.

If any of the above does not resolve the issue, try using a different browser. View options to download Firefox, Safari, or Flock. Click here for more details about the Visual Text Box Editor and other browsers.
I am having problems opening/saving a document Most likely, you are trying to open a document created in Office 2007, when your computer only has Office 2003 or earlier. Since Office 2007 programs typically creates files in docx, xlsx, and pptx format, Office 2003 and earlier versions cannot read these files. If you do not use Office 2007 but would still like to ensure that you can read Office 2007 files, you will have to install the Compatibility Pack from Microsoft. The Compatibility Pack can be downloaded at this link and then follow the instructions below to install it. More details and a workaround for this problem are provided by Northern Illinois University
I am having problems printing Powerpoint slides --If you open Powerpoint files from Bb, even though Bb may open the Powerpoint application, it will not give you the same options for printing because the Powerpoint file does not originate from the machine you are using. So that means that if you want to print multiple slides per page or to print handouts or notes (w/multiple slides per page) you will not be able to unless you save the file (preferably to a usb if at school, or to your hard drive or usb if at home) and then open it on the machine you are using. This will give you access to all the print features.

--If you don't have Powerpoint on your computer >> download a Powerpoint Viewer (to view and print Powerpoint slides only - you cannot edit or change the slides)

For 2003 - http://office.microsoft.com/en-us/downloads/CD010798701033.aspx

For 2007 - http://office.microsoft.com/en-us/downloads/CD102070641033.aspx

--If the instructor has saved the Powerpoint in Portable Document Format (pdf) >> this does not allow you to open in Powerpoint or in the Powerpoint Viewer because pdf is a different format and requires Adobe software.
 
How can I prevent pop-up blockers from causing problems??
The pop-up blockers in some Web browsers and Internet service providers may treat a Blackboard test or message in a Discussion Board forum as a pop-up. Examples may include a test that opens up in a new window, or, Blackboard now has a Save button for each question in an Assessment and a Save button after the last question for Assessments that show all of the questions at one time. As you answer questions, and click the Save button next to a question to save the answer for that particular question, a small pop up window will appear. To prevent problems, try one or more of the steps for permitting pop-up content from your Blackboard course.
Will Blackboard work if I have popup protection software running? Pop-up protection software can interfere with Blackboard functions. A pop-up blocker can also prevent Blackboard opening from the link found on the BCC homepage. The protection can prevent quizzes or virtual chat sessions from opening fully and cause a variety of errors. The most common error is the link or browser appearing as though it is not responding or not opening at all. The next is Microsoft Internet Explore closing with an error message. Keep in mind there may be more than one pop-up blocker installed. Pop-up blockers can be found in such applications as the Google toolbar, Symantec firewall and Internet Explorer. For more on this issue, go to http://www.brevard.cc.fl.us/itms/content/OnlineClassroomsCommonQuestions.html
What do I need to know before I take a quiz in Blackboard?

·        While taking an assessment, do not click the Back button on your web browser; this will kick you out of the assessment. In addition, clicking on the Submit or Next button more than once can result in several different unexpected outcomes. For example, when beginning a password-protected assessment that does not allow multiple attempts, clicking Submit more than once will lock the user out of the assessment. These errors also can occur if the screen refresh function takes longer than expected and the user clicks the Submit button again, in an effort to speed up Blackboard.

·        Also, please disable your pop-up blocker; some assessments are set to open up in a new window and cannot if you have pop-up blocker on.

·        Once you click on an assessment that only allows one attempt, it is considered an attempt, even if you do nothing more than look at it. If you close the browser window and then try to open the assessment again, you will see the message that you have already taken it.

·        Also, avoid clicking outside the test area (for example, on the "Announcement" button). This will cause the system to prematurely submit the test before you have finished.

·        Do not close or resize the window. Select a comfortable window size prior to clicking on the test link.

·        For tests that present one question at a time, students should click the Next button rather than hit Enter on the keyboard.

·        Finally, if a firewall is installed on a computer and/or network system, an error message may be generated informing you that your system was configured to deny access to this URL. The solution is to take the test somewhere that does not have a firewall.
When I take a quiz/test/exam, the elapsed time on the bottom status bar does not display
This may be caused the default settings by upgrading to Internet Explorer 7, (although it has also been seen in Firefox as well; tests with Safari appeared to display fine) where the default settings are set to not allow status bar updates. At the time of posting, Internet Explorer 7 is still relatively new, so it is likely that new issues will continue to arise. As of 10/13/06, Blackboard Quality Assurance has tested Internet Explorer 7 and rated it as compatible with Blackboard (Topic ID: 181-2786).

You can have the elapsed time display again by changing the settings below:

Internet Explorer 7:
  1. From the menu bar, select Tools
  2. Internet Options
  3. Security (tab)
  4. Select the Internet zone
  5. Custom Level
  6. Scroll down to "Scripting" (near the end of the list) and locate "Allow Status Bar Updates via Script" and select "Enable."
Firefox:
  1. From the menu bar, select Tools
  2. Options
  3. Web Features
  4. Advanced
  5. select "Change status bar text"

If you see this problem with other browsers, or see any additional problems with Blackboard and Internet Explorer 7, please submit a Help Request.
I'm trying to take a quiz but when I access it I get a message that the quiz is already in progress. What do I do now? Check for popup blockers on your computer. If your instructor set up the quiz to open in a new web browser window, it may be that Blackboard is trying to open the quiz but cannot since you have a popup blocker on your computer.  If this is the case, the next time you click the quiz link Blackboard will report that the quiz is in progress. You can ask your instructor to reset your quiz and then disable your popup blocker in order to take the reset quiz. Also, if you clicked on your "back" button for any reason, Blackboard could think that you stopped taking the quiz. Then when you go back to the quiz link, Blackboard thinks you already took the quiz. You can ask your instructor to reset your quiz so you can try again.
There is a red exclamation point in the gradebook instead of a score, what does this mean? This could mean one of many things. First, you may not have completed the quiz. If you do not click the Submit button after completing the quiz or leave the quiz before finishing, your answers will not be counted. Also, if you encounter technical problems during the quiz you will also have an exclamation point recorded in the book. If your computer crashes, or your Internet connection is disconnected, any questions you have completed will not be counted. Finally, if your quiz was timed and you went over the allotted time limit, you will also see an exclamation point in the gradebook instead of a grade. In this case your instructor will receive all your answers and information on how long it took you to complete the quiz. They will have discretion on whether to accept all or part of your quiz answers.

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