Common Problems / Troubleshooting:

If your questions are not answered below, please contact the Online Support Technician for your school. You can also review the Student's Quick-Reference Guide to Online Courses.

The majority of Blackboard issues for students and faculty can be resolved by completed the step- by-step procedures outlined in the Troubleshooting Summary Document. Click on the link below and follow the step-by-step procedures.

Login / Password Problems Adding or Opening Attachments Problems Browser / Computer Setup Problems Course Tools Problems Error Messages General Questions
Login / Password Problems

What is my Blackboard username?

If you are enrolled in a Blackboard course, students and faculty use their MyUHV IDs as their usernames for the Blackboard system. This is your logon identification when you access your Blackboard course. To find your Blackboard username, please refer to the Blackboard MyUHV IDS page.

What is my Blackboard password?

Your initial password (for students who have never used Blackboard) follows the mmddyyx! format, where "mm," "dd," and "yy" represent your date of birth. The "x" represents the first letter of your last name, followed by an exclamation point (! - Shift + 1 on your keyboard). For example, if your birthday is July 04, 1970 and your name is John Smith, your initial password would be: 070470s! The "s" in this example should be entered in lowercase.

How do I change my password?

  1. Log in to Blackboard.
  2. Click the "My Settings" link at the top, right-portion of the My Blackboard page.
  3. Under the "My Profile" tab, look for the "Change Password" button.
  4. Click once on the "Change Password" button.
  5. Follow the prompts that appear on your screen and note that you will need to provide your current Blackboard password in order to create a new password.

Why doesn't my username or password work?

The problem may be one of several things. Please double-check this list and re-try your log in.

  • MyUHV IDs and passwords are case sensitive. MyUHV IDs should be seven digits long. If you have changed your password, make sure you are entering it with the proper case; for example, make sure the the CAPS Lock key isn't enabled.
  • Your initial password follows the mmddyyx! format, where "mm," "dd," and "yy" represent your date of birth. The "x" represents the first letter of your last name, followed by an exclamation point (! - Shift + 1 on your keyboard). For example, if your birthday is July 04, 1970 and your name is John Smith, your initial password would be: 070470s! Do not type any spaces, dashes, or slashes. The "s" in this example should be entered in lowercase.
  • If you are typing numbers, make sure that the Num Lock key is depressed on your keypad, or use the numbers above the letter keys on the keyboard.
  • Make sure you are entering your MyUHV ID and not another login name, e.g., for email or VIP access. (Your MyUHV ID is not your domain username for access to other systems on the UHV domain.)
  • Make sure you are logging in to the UH-Victoria institution. The banner on the Log On page should depict the UH-Victoria logo. If you are trying to login on a page that has the red UH Main Campus logo, then you will get an "incorrect username" error. You should instead go to the Victoria institution log on page. 
  • Your course or your Blackboard account may not have been created yet. If you are attempting to login before the first class day, then it is most likely that your account is not yet active and thus not recognized by Blackboard. Also, if you registered on the first day of classes or later, then it may take 24-48 hours before your account is activated.
  • Make sure you have followed the recommended steps in preparing your computer and browser. See the steps in the Computer Setup section.

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Problems Adding or Opening Attachments

I can't attach a file to my assignment

The process to attach a file from your computer to an assignment requires that a supported version of Java be installed on your computer. Please download the latest version of Sun Java.

Also, it is important that you do not use any special characters in the filename of the assignment file you are attempting to attach. The best rule of thumb for naming any file that is to be displayed or handled on the web, is to use only letters, numbers, dashes, or underscores. Do not use characters such as ( )~!@#$%^&*,":'?></|\ in the name of your file.

It may help to also clear your Java Cache.

Note: Attachment size for an assignment is 5mb.

I can't view or open a PDF or DOC file

Windows XP users that have upgraded to SP 2 (service pack 2) may experience problems opening PDF or other non-html documents in their browser. The SP2 release of XP added numerous security measures to the Internet Explorer browser, one of which is a feature to prohibit the automatic downloading of files. For example, when you click on a PDF file or a Word document, IE will display an "information bar" near the top of the page, just below the address field.

Internet Explorer Information Bar

This information bar tells you that IE blocked this site from downloading files to your computer. Click on this information bar and it will give you an option to download the file. You may do this for files that you want to download. Note that when you select the option to download, the browser will take you out of your course back to your My Blackboard page. Click back into your course and go to the file you need to view and click on it. You should now get a dialog to open/save this file.

Alternately, you can disable this information bar, so that you will automatically get the Open/Save option when you click on a file to download. Go to Tools >> Internet Options >> Security tab >> Custom Level. In the Downloads section of the list, click Enable for "Automatic prompting for file downloads" and in the Active X controls and plug-ins section of the list, click Enable for "Automatic prompting for ActiveX controls".

Attachment Size Limits

  • Mail – 1MB
  • Assignment tool – 5MB

I received a file with an extension of .docx or .xlsx and I can’t open it what do I do?

  1. You could ask the person to “Save As” a “Word 97-2003 Document” and resend it
    2. OR
  2. You can download the converter from Microsoft and open it yourself.

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Browser / Computer Setup Problems

Blackboard works on one computer but not another

If you can log in to Blackboard successfully from one computer but not another, then the problem is likely a browser or Java compatibility issue. If you are able to make changes on the other computer, then go through the Computer Setup section and double-check for:

  1. A compatible browser
  2. Correct browser settings
  3. A supported version of Java installed
  4. Personal firewalls and pop-up blockers
  5. Any spyware

I can't log in to Blackboard from work

If you can log in to Blackboard successfully from home, but not work, then the problem is likely a firewall, browser, or Java-compatibility issue. If you are able to make changes on your office computer, then go through the Computer Setup section and double-check for 1) a compatible browser, 2) correct browser settings, 3) a current version of Java installed, and 4) any spyware.

Many companies operate behind a firewall to protect the networked computers from viruses or other types of attacks. Contact your employer's network administrator to determine the scope of the firewall and if changes can be made to make Blackboard accessible via your office computer. The main Blackboard application operates over the standard web server port 80, but also uses the SSL 440 port, and chat/whiteboard uses port 2304, so confirm with your IT Department that all three ports are open. Your office network may also have other mechanisms in place to block domains or web addresses. Our Blackboard domain is located at learn.uh.edu. If your company cannot change their firewall or network protection, then you must use another computer to access your online courses.

After I log in to Blackboard, I get redirected back to the Login or Institution page

This is a problem seen frequently with AOL users. If you are using AOL, first, make sure you are using a compatible version. You should use AOL 9 or higher. Then, for best results in accessing Blackboard, you should use an alternate browser after you connect using AOL.

  • Click here for a list of Blackboard-compatible internet browsers and confirm the browser you're using is on the list
  • Use AOL to connect to the internet
  • Open a private chat session within AOL, which allows the AOL client to remain open without asking if you wish to disconnect while minimized
  • Minimize your AOL browser
  • Open an alternate supported browser, e.g., Internet Explorer 7, Internet Explorer 6, or Firefox
  • Log into Blackboard and access your course using the alternate browser

If you are not using AOL and experience this problem, then check the following

  • Cookies - for IE go to Tools/Internet option/Privacy and move the slider to Medium or lower to allow for cookies. If you prefer a higher level, then you should add the Blackboard server to the allowed web sites. Click the Edit button in the Web sites section on the Privacy tab. Then add the domains uh.edu and uhv.edu and click Allow. Then click OK.
  • Accelerators - disable any accelerators used with your ISP to "load pages faster". They typically work by caching and re-using pages that you have visited before. In doing so, they may not load the most current information on the web page that you are requesting.
  • Firewalls - disable personal firewalls and/or pop-up blockers during your Blackboard session or set the Blackboard server as a trusted site (domain = learn.uh.edu).

When I click on a course title in My Blackboard, my browser shuts down

First, make sure that you are using a supported browser and have followed the recommended settings in the Computer Setup section. Also, uninstall any browser toolbars, such as Yahoo!, MSN, or Google toolbars. These may cause erratic behavior in Blackboard. And finally, make sure that you have either disabled your pop-up blocker or have changed the setting in your pop-up blocker to always allow pop-ups for the Blackboard domain (learn.uh.edu).

Why do I get sent to Ask Jeeves (or some other web site) when I log in to Blackboard?

If, when you log in to Blackboard, you are being automatically redirected to another web site, then your browser is being "hijacked" by spyware. These programs are commonly installed automatically by other programs, such as file-sharing programs. It is recommended that you uninstall or temporarily disable these programs while accessing Blackboard. Please check our Spyware & Adware section for suggestions on detecting and removing this type of software.

Why does my browser close unexpectedly?

  • You may be encountering a security settings issue. In Internet Explorer, go to Tools/Internet options and choose the Privacy tab. Move the settings slider to Medium security or lower. If you prefer a higher level, then you should add the Blackboard server to the allowed web sites. Click the Edit button in the Web sites section on the Privacy tab. Then add the domains uh.edu and uhv.edu and click Allow. Then click OK.
  • Check your Java settings.
  • Clear your Java Cache.

You are not authorized to view this page

In your Internet Explorer browser, go to Tools/Internet Options. Click on the Advanced tab and in the Browsing section, UNCHECK the box next to "Show friendly HTTP error messages". Click OK to save changes.

Also, we have found that uninstalling toolbars, such as Yahoo!, MSN, or Google toolbars will minimize compatibility problems while running Blackboard.

Blackboard session already running

In your Internet Explorer browser, go to Tools/Internet Options. Click on the Advanced tab and in the Browsing section, UNCHECK the box next to "Show friendly HTTP error messages". Click OK to save changes.

Also, while in Blackboard, do not choose to open a new window (File/New/Window or right-click and "Open in new window") and then return to your login page and log in again. Blackboard tracks multiple sessions by the same user, so if you would like to have a second browser open with Blackboard, you must launch a new instance of Internet Explorer and then login (either launch from your desktop, taskbar, or start/programs menu). It may be less confusing to launch a second Blackboard session using another supported browser, like Netscape 7.

Vista: My computer is running Windows Vista – will Blackboard work?

Yes. However, you will still need to go through the “Get Started with 3 Easy Steps” to make sure your computer is configured correctly.

Office 2007: My Computer has Microsoft Office 2007 - is this ok?

Yes, however computers with Office 2003 may not be able to view documents saved as an Office 2007 file. Office 2007 files have an x in the extension, for example a Word file will have .docx at the end of it. Faculty, staff and most students are still running Office 2003. To make sure that everyone can read you documents, be sure to “Save As” a “Word 97-2003 Document.”

My Computer is Running Internet Explorer 7 (IE7) will Blackboard still Work?

Yes. Blackboard should work just fine AFTER you have completed the “Get Started with 3 Easy Steps”. These steps will make sure that everything is configured correctly.

My Computer is Running Internet Explorer 8 (IE8) will Blackboard still Work?

Yes. IE8 is compatible with UHV's version of Blackboard. Click here for a complete list of Blackboard-compatible internet browsers.

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Problems with Course Tools

I can't open a Chat session

Tips for using Chat in Blackboard

  1. Check your computer! You must have Java installed for chat to work. Download Java. Also, if behind a personal or corporate firewall, you must open port 2304 to enable chat and whiteboard communication. Check the documentation for your personal firewall for instructions on how to do this, or check with your network administrator.
  2. Be patient! The Chat applet takes a while to load (could be as long as a minute or more, depending on your computer and internet connection speed). It may look like nothing is happening, but Java is loading in the background.
  3. Click once! Do not double-click the icons. Click only ONCE on the chat room icon to start. Double-clicking or clicking several times may cause your browser to freeze or your computer to lock up. This is true for clicking any link or URL online--you only need to click a link once.
  4. Problems? If "Chat is unavailable" when you click on the chat room, log out and then log back in and try the chat again. If bumped out during a session, log out and then log back in and enter the chat room again. Clearing you Java Cache may also resolve the problem.

I can't start my quiz

First, make sure that you have disabled any pop-up blockers for your browser, including those included in the popular search toolbars.

Second, quizzes are typically set up with specific date and time parameters by your instructor. If you are not able to either see the quiz title in your course, or if you can see the quiz listed, but can't click on it to start, then please contact your instructor. He or she may need to change a setting on the quiz to make it visible during the scheduled time.

Beginning in the Summer of 2006, students might be required to use the Respondus Lockdown Browser to take assessments. If the “Begin Assesments” button is grayed out and the instructions tell you that you must use the LockDown Browser then that is the only way to take the assessment.

Links don't work or content pages don't load

If you get a "Page not Found" message, first try go back to course homepage and try again or clicking once on the link to load the page again. Note that pages with large graphics or other media may take longer to load, especially when accessing over dial-up. If the page or link cannot be found, please contact your instructor. They can verify the address of the link or content file.

I can't see My Grades

Your My Grades icon should appear on your course toolbar, if it has been enabled by your instructor. If you don't see the My Grades icon on your toolbar, first check under the "More Tools" link on the toolbar. 

If you do not have a My Grades icon, please contact your instructor to request that it be added to the toolbar. Also, note that specific assignment or quiz grades can be seen within the particular tool. For example, to see a grade on your quiz, go to the Assessments tool and look for your grade in the Grade column.

"More tools" doesn't open on the course toolbar

This problem has been seen with some SBC Global users. If, when trying to click the More Tools button on the course toolbar, nothing happens, then you may need to update your SBC Global browser. Open your SBC Global browser and go to the Help menu. Choose Browser Help and then Update. Follow the instructions provided in the update.

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Error Messages

Unexpected system exception error

This error is usually the result of a temporary disconnect to data in the database. Please write down what you were doing when you encounter this error message and provide that information to your Online Support Technician via email. It is important to also note the date and time the error occurred. Try the following steps to resume working in your course, but send the details of the error regardless of whether you are able to resume working.

  • Click the link on the error page to Return to My Blackboard
  • If you are returned successfully to your My Blackboard page, click back into your course and retry the task that you were attempting when the error occurred.
  • If you receive the same error message, return to your My Blackboard page, Log out, and close your browser.
  • Relaunch your browser and log back in to Blackboard. You should now be able to complete the task.

Session timed out

The idle session time limit in Blackboard is set to 180 minutes. If you are logged in to your Blackboard course and do not perform any actions in the course (click links, access tools, click send, save, etc.) for 180 minutes, then your session will be timed out. Any data that was in progress, but not previously saved, will be lost. For example, if you began a discussion post and typed a message, but did not click the Post button, and 180 minutes expired, you will not be able to post that message and you will need to log back in to Blackboard and create a new message.

Please note that many ISPs (Internet Service Providers) also have their own time limits set for allowable idle time and this time period may be less than Blackboard's 180 minutes. You may be timed out of your ISP before being timed out of Blackboard, so be sure to check the idle time limitations with your ISP.

There was an error opening this document (PDF document)

If you get an error message that "the document is corrupt and cannot be loaded", then you need to apply an update/fix to your Adobe Acrobat Reader to version 7.0.8. This update is necessary both for Adobe Acrobat Professional and for the Adobe Reader. To get the update, open your Adobe application (Acrobat or Reader) and go to the Help menu and select "Updates" and follow the steps to get the update.

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General Questions

My course isn't listed on My Blackboard page

Courses won't be listed until the first day of the semester. Late registrations can delay access to your course for up to 24-48 hours after registration, during which time you would not see that course listed on your My Blackboard page. Note: Students dropped for non-payment are not loaded into online courses until payment arrangements are made and are required to go through the late registration process.

The course may also not be listed pending changes in the semester schedule or at the request of the instructor. If it is after the first day of the semester and you have not registered late, please contact your Online Support Technician to determine the cause of this problem.

My dropped courses are still listed on My Blackboard page

Dropped courses may remain on your My Blackboard page until the end of the semester, but they will not be counted as a credit. Students may be denied access to the course, but will not be deleted from the system. You can hide the link in your course listing from the My Courses screen. Locate the Course List channel and click on its "Edit Course List" icon. Under the "Visibility" option, you can select the "Hide Link" option. 

Is my privacy protected in Blackboard?

Your grades, whether they are recorded for assignments, quizzes, graded discussions, etc. are only visible to the course instructor, teaching assistant (if applicable), and online support technicians. They are not visible to other students. Blackboard support staff are respectful of your privacy and only access courses as requested by the instructor. Your grades, discussion postings, and other information are not discussed openly with others.

While online courses are secure in that only those enrolled or associated with the course are given access, it is recommended that you exercise good judgment when posting or emailing confidential information, just as you would if sharing confidential information in a face-to-face classroom setting.

When opening a PDF it opens then suddenly closes.

When clicking links to PDF files in Internet Explorer causes Acrobat or Adobe Reader to start and then quit (7.0 on Windows) Issue

Clicking a web link to a PDF file causes Internet Explorer to open a new window and Adobe Acrobat or Adobe Reader to start and then quit immediately. The new browser window also closes.

Solution: Upgrade to the latest version of Acrobat or Adobe Reader.

In Acrobat or Adobe Reader, choose Help > Check For Updates Now to install the update.

Alternately, you can download the update from the Adobe website:

-- For Adobe Reader or Acrobat, download the update from the Adobe website at www.adobe.com/downloads/ .

-- For the full installation of Adobe Reader, download from the Adobe website at: www.adobe.com/products/acrobat/readstep2.html . Make sure you do not install the the Google Toolbar (unselect the checkbox for this option when downloading the full installation of Adobe Reader).

How Do Students Access Documents on Old WebCT System?

UHV students needing access to documents in the previous WebCT Vista 3 system can access these documents by logging into the old WebCT Vista 3 system at: https://scholar.uh.edu/webct/. All documents should be available from the student's My Files () area. E-mails and discussion posts are not available. If a student can't remember their password or needs their password reset, they can contact their school's Online Support Technician for assistance. Students should download all important documents as soon as possible as the old WebCT Vista 3 system will be retired soon and access will no longer be available. Only online courses that are part of an official grade appeal will be restored; otherwise, all documents should be available from the student's My Files () area.

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