BB FAQs for Students, Faculty and Staff: Troubleshooting Connectivity

Checklist to Help Troubleshoot Connectivity Issues

Connectivity issues indicate that your computer configuration may need to be updated or changed in order to work with Blackboard. We have found that there are definite individual connection issues associated with DSL, modem, cable, at home, at school, browsers, etc., and have documented many of these. We have suggested specific remedies depending on the type of connection used. Click on the question below to go directly to the answer of the question. Go through the checklist. You can print the answers to all the questions by printing this page.

Connectivity Issues
• What computer hardware and software do I need to access Blackboard and instructional materials?
• Run a Browser/Internet Capabilities Diagnostic Test on your computer.
• I'm having problems logging into Bb. What should I check before I start typing?
• Can I use AOL to access my Blackboard course?
• I have a DSL connection. I'm having problems when I try to submit materials, post to a discussion board, or take an online assessment. What should I do?
• Can I use an ad blocking program when I'm using Blackboard?
• I notice the Blackboard pages are missing items and things on the pages are not displaying properly when I click on them. What can I do?
• I cannot post to a Discussion Forum or submit materials. What should I check on my computer?
• How do I enable Java?
• How do I get the latest version of Java?
• I cannot participate in a Chat. What should I check on my computer?
• I got timed out during a test and now Blackboard won't let me in to finish the test. What should I check?
• I cannot submit answers to a test. What should I check?
• I clicked Submit but when I went back to the page, the content didn't change. What can I do
• I cannot access an audio lecture. What should I check on my computer?
• I am having trouble opening and printing files. What can I do?
• I use a dial-up modem and I am having problems with my connection. What should I check?

back to FAQs About CSUH BB

Q. What computer hardware and software do I need to access Blackboard and instructional materials?

A. To see the Minimum Hardware and Software Requirements, click the link that brings you to http://csuhbb.csueastbay.edu/bbfaqs/hw_sw_require.shtm. back to questions

Q. Run a Browser/Internet Capabilities Diagnostic Test on your computer.

A. Click here to run the Browser/Internet Capabilities Diagnostic Test. The test will detect your computer platform, connection, web browser, plugins, and common (free) software, and then generate a report that you could email to the HelpDesk or other resources. back to questions

Q. I'm having problems logging into Bb. What should I check before I start typing?

A. When you are logging in and you type your NetID, make sure that the Caps Lock key is turned OFF and that you click the Login button after you type your password. You should press the Tab key after you type your username. This moves the cursor to the password field, or you can use your mouse and click in the password field before you start typing. Click the Login button or press the Enter key only after entering your password. back to questions

Q. Can I use AOL to access my blackboard course?

A. Yes, but be aware that if you use the AOL browser, you may experience difficulties using Blackboard. If you are an AOL subscriber, we suggest that 1) you establish a connection to the Internet with AOL, then 2) minimize the AOL window, and then 3) open Internet Explorer or Netscape Navigator and go to the CSUH Blackboard login page. Following these steps will save you a lot of frustration when using Blackboard. back to questions

Q. I have a DSL connection. I'm having problems when I try to submit materials, post to a discussion board, or take an online assessment. What should I do?

A. Some DSL users have reported problems with Blackboard. This seems to be caused by some incompatible network settings in Windows and some DSL implementations, especially with routers, but some PPPOE (Point to Point Protocol over Ethernet) clients may be affected as well. MTU (Maximum Transmission Unit) settings are too high, resulting in fragmented packets that never arrive at the server due to some extra bytes that are added during transmission. Setting the MTU to 1362 seems to fix this in most cases.

The easy way to fix this is to use a software program. This fix should work with any version of Windows with this problem. We recommend running the software program called "DrTCP" available on dslreports.com website.

Here are the instructions.
----------------------------
1) Before you start, connect to the internet and close other applications you are running to avoid problems.

2) Click on the following URL: http://www.dslreports.com/front/drtcp.html

Important Note: You will see downloadable files on the left side of your screen and a picture of the Dr. TCP window on the right side. Locate the field called "MaxMTU" in the picture. This is the field that you will be typing in a different number when you get to Step 4 below.

2) Click on "DRTCP021.zip" (Mar 21st 2002 - DRTCP021.zip (zip file) Fixes for crashes under XP)

3) A window will appear. Click on "Save" to save the file (download) on your computer. Hint: You may want to save it on the Desktop so it is easy for you to locate.

4) Locate the file on your computer. Run the program by double-clicking on the file name "DRTCP021.zip".

5) Change the MTU setting to 1362 and click "Apply" to save the settings (make sure that you set the MTU for the network adapter that the DSL modem is connected to and NOT dial up).

6) Reboot your computer.

7) You should be able to use the Bb functions after you have rebooted your computer.

P.S. If you cannot save and run the "DRTCP021.zip", go back to http://www.dslreports.com/front/drtcp.html and run the program file called "DRTCP%%.exe by double-clicking on it. back to questions

Q. Can I use an ad blocking program when I'm using Blackboard?

A. You should not use an ad blocking program when you're using Blackboard. There are software programs such as Norton Internet Security (N.I.S.) and other similar software that have an ad-blocking feature that cause intermittent delay of loading frames/buttons and other display problems in Blackboard. Turn off the ad-blocking option and the pages should display properly and the missing items on the pages should be fully functional again. After you log out of Blackboard, you can enable ad-blocking. Following these steps will save you a lot of frustration when using Blackboard. back to questions

Q. I notice the Blackboard pages are missing items and things on the pages are not displaying properly when I click on them. What can I do?

A. There are software programs such as Norton Internet Security (N.I.S.) and other similar software that have an ad-blocking feature that cause intermittent delay of loading frames/buttons and other display problems in Blackboard. Turn off the ad-blocking option and the pages should display properly and the missing items on the pages should be fully functional again. After you log out of Blackboard, you can enable ad-blocking. Following these steps will save you a lot of frustration when using Blackboard. back to questions

Q. I cannot post to a Discussion Forum. What should I check on my computer?

A. Here is a list of items to check on your computer.

If you are running Windows, run all updates from the Microsoft website.
Check to see if you are running the latest version of Internet Explorer or Netscape and upgrade if necessary.
Disable all ad blocking software (pop-up blockers).
Check to see if a firewall is blocking access and disable the firewall.
If you are using an ISP, check to see if the ISP has a time-out feature and contact the ISP directly to request disabling the time-out.
If you are using AOL, minimize it and run the full version of a web browser.
If you are using DSL, run the fix for MTUs mentioned in this checklist.
If you are running Windows, check your Security and Advanced settings under Internet Options to make sure Java is enabled.

back to questions

Q. How do I enable Java?

A. The setting to enable Java is in your browser. Make sure you are running the latest version of the browser. Update your browser if needed by going to the browser vendor's website.
- In MS Internet Explorer, go to the menu bar at the top, click on Tools, Internet Options, Advanced Tab, check the box next to Java, and click OK.
- In Netscape, go to menu bar and click on Edit, Preferences, Advanced Tab, check the box next to enable Java, and click OK. back to questions

Q. How do I get the latest version of Java?

A. Go to this website and download the latest version of Java at http://java.sun.com/ back to questions

Q. I cannot participate in a Chat? What should I check on my computer?

A. Here is a list of items to check on your computer.

If you are running Windows, run all updates from the Microsoft website.
Check to see if you are running the latest version of Internet Explorer or Netscape and upgrade if necessary.
Disable all ad blocking software (pop-up blockers).
Check to see if a firewall is blocking access and disable the firewall. You may need to contact the vendor for assistance to set up a special configuration of your firewall to ensure proper connectivity.
If you are using an ISP, check to see if the ISP has a time-out feature and contact the ISP directly to request disabling the time-out.
If you are using AOL, minimize it and run the full version of a web browser.
If you are using DSL, run the fix for MTUs in this checklist.
If you are running Windows, check your Security and Advanced settings under Internet Options to make sure Java is enabled.
If you are running Windows XP, check to make sure Java is installed on your computer. You can download it from the Sun Microsystems website at http://www.java.com.

back to questions

Q. I got timed out during a test and now Blackboard won't let me in to finish the exam. What can I do?

A. Contact your instructor. The instructor can clear the survey or exam attempt and let you take it over again. Remember this loses all your previous work so you may have to start over again. This must be done on a student by student basis and is totally up to the professor if he or she decides to give you the option of retaking the exam. back to questions

Q. I cannot submit answers to a test? What can I do?

A. Here is a list of items to check on your computer.

Disable all ad blocking software (pop-up blockers).
Check to see if a firewall is blocking access and disable the firewall.
If you are using AOL, minimize it and run run the full version of a web browser.
If you are running Windows, check your Security and Advanced settings under Internet Options to make sure Java is enabled.

back to questions

Q. I clicked Submit but when I went back to the page, the content didn't change. What can I do?

A. After submitting new content in a course, the browser you are using should refresh the display page. However, sometimes the browser is not set to look for new content. You can clear the cache in your browser by clicking on the Reload or Refresh option. To clear the cache in Internet Explorer, click on View in the menu bar at the top of the screen, hold down the Shift key and click on Refresh at the same time. In Netscape, click on the Reload button or View, Reload. back to questions

Q. I cannot access an audio lecture. What should I check on my computer?

A. Check to make sure you have the latest free version of RealPlayer on your computer. If you already have RealPlayer, you may need to uninstall it and download it again. You can download the free RealPlayer at Real Audio's website http://www.real.com/. Make sure you are not running other programs when it downloads to your computer. You should not run other programs, such as Adobe Photoshop, at the same time you are using RealPlayer because that may cause a conflict or may take up a lot of memory.

Some audio lectures require Windows Media. Check to make sure you have the latest free version on your computer. If you already have Windows Media, you may need to uninstall it and download it again.

See the playback requirements below.

Apreso playback requirements:

Windows 95, NT, 98, 98se, ME, 2000 or XP
Microsoft Internet Explorer, version 5.0 or higher
Microsoft Windows Media Player 6.4 or higher (version 9 higher recommended)

Educast playback requirements:

Windows 95, 98, 2000, or XP; Mac OS 9 or higher
Microsoft Internet Explorer, version 4.0 or higher
Real Player 8

back to questions

Q. I am having trouble opening and printing files. What can I do?

A. You may need a viewer if the file is a PowerPoint, Word, or Excel file and you do not have that specific application installed on your computer . Go to this URL http://office.microsoft.com/Assistance/9798/viewerscvt.aspx. Select the type of viewer you need, download it to your local machine, go back to that location and click on the file you just downloaded, and install it following the directions. back to questions

Q. I have a dial-up modem and I am having problems with my connection. What should I check?

A. You can use a 56.6 Kbps Modem, however, Cable Modem or DSL is preferred, especially if you are accessing audio lectures. If you continue to have problems, you may need to use a different way to connect to the lectures, or use another computer with a different connection, including a campus computer. The access speed of the modem may be the cause.

Here is a list of items to check on your computer.

If you are running Windows, run all updates from the Microsoft website.
Check to see if you are running the latest version of Internet Explorer or Netscape and upgrade if necessary.
Disable all ad blocking software (pop-up blockers).
Check to see if a firewall is blocking access and disable the firewall. You may need to contact the vendor for assistance to set up a special configuration of your firewall to ensure proper connectivity.
If you are using an ISP, check to see if the ISP has a time-out feature and contact the ISP directly to request disabling the time-out.
If you are using AOL, minimize it and run the full version of a web browser.
If you are using DSL, run the fix for MTUs in this checklist.
If you are running Windows, check your Security and Advanced settings under Internet Options to make sure Java is enabled.
If you are running Windows XP, check to make sure Java is installed on your computer. You can download it from the Sun Microsystems website at http://www.java.com.

back to questions