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UK Wiki Portal > BlackBoard Wiki > wiki pages > Basic_Troubleshooting  

Wiki Pages: Basic_Troubleshooting

Self-Troubleshooting
*Updated Fall 2011*
 
These are some self-help steps you can take to try to solve your problems with Blackboard.
 
We suggest you use the most recent version of Mozilla Firefox, Safari, Internet Explorer or Google Chrome. Common issues that arise within Blackboard are often due to browser incompatibility. 
 
Basic steps to self-help troubleshooting:
 
First, check your configuration by selecting BbGo!   Due to differences in Browsers, Operating Systems, and Hardware, loading times may differ.
  • Please be patient!
  • If you need to upgrade, it will tell you.
  • Complete the upgrade and try again.

Sometimes the browser gets confused. Sometimes it remembers and will not release information 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. It is preferred choose Everything in the "Time range to clear"
  3. It is also preferred to check all boxes in order to be certain all data is cleared that may be causing issues. Bookmarks that have been saved will not be affected.
  4. Click Clear Now.
  5. Restart the browser and try again.

If this does not work:

  1. Repeat the steps above.
  2. After exiting the Web browser, shutdown your computer.
  3. Wait 10 seconds for the hard drives to completely stop running.
  4. Turn on the computer.

The final step, if the above steps have not worked for you:

  1. Collect the following information and have it ready for the Help Desk technician:
    • Course you are having problems, including section.
    • Instructor of the course.
    • Your Link Blue ID (username ex: jsdoe2)
    • Get your configuration information: Run BbGo!   again and write down the following info.
      • Computer Platform
      • Which browser you are using, as well as the version.
      • Java version
      • Flash version
  2. Call the HelpDesk at: 859-218-HELP (4357)
  3. Inform the technician you have tried the Self-help troubleshooting steps and give them the information you collected.
  4. If you are a student encountering problems with a timed test or quiz, first contact your instructor. The instructor should then call the Helpdesk and explain that this is a timed quiz or test, and work with HelpDesk to resovle the issue.
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  ©University of Kentucky, 2011
Academic Technology (ATG)
Permission is granted to reproduced materials for educational, noncommercial purposes, with acknowledgement of the University of Kentucky.