Basic Blackboard Troubleshooting Procedures:
Most issues involve cases where a user's internet connection drops or their web browser times out or stops responding. The Blackboard system does not record or log these connection issues nor is there a clear way to tell from the Blackboard log information when a connection issue occurred and how it impacted the end user. There's also no way from the UHV side to see any type of log information on the user's computer or device that would indicate why the connection issue occurred, what type of connection issue it was, and how it impacted the end user. Users who are coming over a wifi network don't always have a consistent amount of bandwidth. Sometimes you'll see a little burst of time where there's more packet loss or where the bandwidth drops. Blackboard recommends the following basic troubleshooting procedures when end users encounter issues:
- Before using Blackboard for the first time, test your browser and resolve any issues indicated on the "Test Your Browser" page.
- Make sure you are using one of the supported operating systems and approved web browsers for the UHV Blackboard system. Note that native browser's on mobile devices do not run the supported "OS" or "approved web browser" to use the UHV Blackboard system. The Blackboard vendor does provide free mobile apps that can be installed on mobile devices to supplement the course experience in the Blackboard system. However, your mobile device running one of the Blackboard mobile apps won't allow you to do everything in the Blackboard system that your computer and laptop allow you to do. You will still need a computer or laptop as an instructor or student to complete coursework and specific tasks within the Blackboard LMS system.
- Blackboard recommends installing more than one web browser and using a different web browser when an issue occurs. E.g., if you are using FireFox and you encounter a Blackboard issue, does the issue occur in Google Chrome? If not, continue using the browser where the issue does not occur. Mac users can install the Mac version of FireFox in addition to using the Mac Safari web browser.
- Clear your browser's cache.
- Clear your Java cache.
- Make sure you are using the latest version of Java JRE.
- If you are still encountering issues, complete the advanced troubleshooting guide steps or contact the Technology Specialists within your school.
Blackboard Recommends Installing more than one Web Browser (see links for Firefox and Google Chrome above)