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• Please be patient!
• If you need to upgrade, it will tell you.
• Do the upgrade and try again.

Sometimes the browser gets confused. Sometimes it remembers and won’t release what it knows about where it has been.

Here are the instructions for clearing the cache in Firefox.

1. Once your browser is open, click the Tools menu and select Clear Recent History
2. I prefer to choose Everything in the “Time range to clear”
3. I also prefer to check all of the boxes to make sure I am clearing everything out that may be causing issues. Bookmarks that have been save will not be deleted.
4. Click Clear Now.
5. Exit the Web browser and try again.

If that does not work, try this:

1. Repeat the steps above.
2. After exiting the Web browser, then powerdown (Shutdown) the computer.
3. Wait 10 seconds for the hard drives to spin down.
4. Power back on the computer

Finally if this does not work:

1. Collect the following information and have it ready for the Help desk technician:
• Course you are having problems with, include section
• Instructor of the course
• Your Link Blue ID (what you use to login to Blackboard)
• Get your configuration information: Run BbGo!   again and write down the following info.
• IP Address is Computer platform (Mac/Windows/other) (In development)
• Which browser you are using, and what the version is
• Version of Java (In development)
• Flash version
2. Call 257-1300, the Helpdesk.
3. Tell them you have tried the Self-help troubleshooting steps and give them the information you collected.
4. If this is for a test or a quiz that is timed, students need to contact the instructor. The instructor should then call the Helpdesk and explain that this is a timed quiz or test and help is needed right away. They will escalate the problem to get it solved ASAP.
5. If not a timed event, the Help desk will help or escalate the problem if they assistance in solving the problem.

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©University of Kentucky, 2009
Teaching & Academic Support Center (TASC)
Permission is granted to reproduced materials for educational, noncommercial purposes, with acknowledgement of the University of Kentucky.