Troubleshooting Blackboard Access Problems

If you are experiencing problems when trying to access Blackboard or any part of Blackboard, please check/try the following:

  • You're using an internet browser that is compatible with USI Blackboard

    Blackboard is only compatible with certain internet browsers. Using Blackboard with a incompatible browser may result in random errors within the system and/or the inability to access the system at all. In order to be fully compatible with Blackboard, please be sure to use one of the following browsers:

    • Internet Explorer
      • Version 6.0 for Windows 2000 or XP
      • Version 7.0 for Windows XP (must add http://bb.usi.edu/ to your Trusted Sites list)

    • Netscape
      • Version 7.1 for all Windows and Mac systems.
      • Version 8.0 for Windows 2000 or XP

    • Firefox
      • Version 1.5 for Windows 2000 or XP and for all Mac OS X systems

  • Designate the USI Blackboard site as a "Trusted" site (Internet Explorer only).

    Internet Explorer will allow you to place sites in a "Trusted" zone where the security settings are much less restrictive then they normally are. Placing the USI Blackboard site on this list has fixed a number of access issues that occur due to restrictive security settings.

    To set USI Blackboard as a "Trusted" site, go into the "Internet Options" area of IE (Tools > Internet Options) and click the "Security" tab. Then click the "Trusted sites" icon and then the "Sites" button. If the box next to "Require server verification (https:)..." is checked, uncheck it then type "bb.usi.edu" into the "Add web site to this zone:" area and click the "Add" button. "bb.usi.edu" should then appear in the "Web Sites:" area. Click "Ok". Blackboard is now a "Trusted" site.

    You should be back at the "Security" tab screen and "Trusted Sites" should still be highlighted. You will now want to verify that Blackboard is running the least restrictive security settings. Click the "Default Level" button. The security level should read "Low". If it does not, drag the slider down to "Low" and then click "OK". Close all browser windows and restart the browser and try accessing again.

  • Your browser settings are properly set for accessing Blackboard.

    With the general increase in worm and virus activity, many people have tightened up their browser security to the point that it breaks the login functionality of USI Blackboard from MyUSI. There are a number of browser settings that must be properly configured before you will be able to access Blackboard. Please configure your browser settings as listed below. Once you have finished making any necessary changes, be sure you clear your browser cache. Instructions for clearing your cache are listed at the bottom of the table.

    The instructions below assume you are already in the "Internet Options" (Tools > Internet Options) area in Internet Explorer, the "Preferences" (Edit > Preferences) area in Netscape, or the Options (Tools > Options) area in Firefox

SSL

Much of Blackboard goes through secure connections. SSL must be enabled, and it is crucially important to have the right versions enabled.

Internet Explorer

Advanced tab > Security (near bottom): Check "Use SSL 2.0" and "Use SSL 3.0". UNcheck "Use TLS 1.0".

Netscape

Privacy & Security > SSL: Check "SSL v2.0 enabled" and "SSL v3.0 enabled".

Firefox

Advanced > Security > Protocols: Check " Use SSL v2.0 " and " Use SSL v3.0 "UNcheck "Use TLS 1.0".

Cookies

With cookies turned off, logging in is impossible, as a sessionID cookie is used to identify and authenticate you throughout your session.

Internet Explorer

Privacy tab > Web Sites > Edit: Type in "bb.usi.edu" and click on "Allow" to make sure cookies from bb.usi.edu are always accepted, no matter what your other settings are. Same for "bb.usi.edu:8011" (for Virtual Classroom).

Netscape

Privacy & Security > Cookies > Manage Stored Cookies > Cookie Sites: Type in "bb.usi.edu" and click on "Allow" to make sure cookies from bb.usi.edu are always accepted, no matter what your other settings are. Same for "bb.usi.edu:8011" (for Virtual Classroom).

Firefox

Privacy > Cookies > Check "Allow sites to set Cookies"

JavaScript

Much of Blackboard's functionality depends on JavaScript. With JavaScript turned off, logging in is impossible. So is taking quizzes.

Internet Explorer

Security tab > Custom Level > Scripting (near bottom): Choose "Active Scripting: Enabled" and “Scripting of Java Applets: Enabled”.
Also, while you're here: below that, under User Authentication, choose : "Automatic Logon only in the Intranet zone".

Netscape

Advanced > Scripts & Plugins. Choose "Enable JavaScript for: Navigator".

Firefox

Content. Choose "Enable Java" and "Enable JavaScript" .

Passwords & form data

There appear to be occasional problems with the browser storing the encoded password for Blackboard and submitting the stored value instead of the current one. While it isn't entirely clear whether this is indeed the source for those users' login problems, we recommend the following as troubleshooting step:

Internet Explorer

Content tab > Personal Information > AutoComplete: UNcheck "Forms" and "Usernames and Passwords on Forms". Click "Clear Forms" and "Clear Passwords". Quit and restart the browser before trying again.

Netscape

Privacy & Security > Passwords > Manage Stored Passwords: make sure "bb.usi.edu" is listed among the sites where passwords are never stored. Under ... > Forms > Manage Sites: make sure "bb.usi.edu" is listed among the sites for whom form data is never stored. Or turn off saving of form data and passwords completely, if you like.

Firefox

Privacy > Passwords > View Saved Passwords: make sure "bb.usi.edu" is listed among the sites where passwords are never stored. Under the Saved Forms tab > UNcheck " Save Information I enter in forms and the Search Bar".

Browser Helper Objects (BHOs)

This is the main hook for malware (spyware, adware, browser hijackers, etc.), so it's very important to turn this off. Malware such as CommonName is a frequent source for login problems.

Internet Explorer

Advanced tab > Browsing (near top): UNcheck "Enable third party browser extensions". Restart the browser after clicking OK.

Netscape and Firefox

Does not apply (both are safe)

Popups

Allowing popups is necessary for certain Blackboard features to work.

Internet Explorer

Tools > Pop-up Blocker > Pop-up Blocker Settings: Type in "bb.usi.edu" and click Add. Then click Close.

If using a third-party popup blocker, make sure it allows popups for bb.usi.edu and bb.usi.edu:8011. If you can't configure your popup blocker to allow popups from certain sites, you will have to either turn it off or get one that allows specific popups.

Netscape

Privacy & Security > Popup Windows > Allowed Sites: Allow popups for bb.usi.edu and bb.usi.edu:8011.

Firefox

Content > Block Popup Windows : Allowed Sites > Allow popups for bb.usi.edu and bb.usi.edu:8011.

Clearing Cache

Caching problems lead to "wrong" pages showing up, and are frequently reported as a source of login problems. After applying any changes to your browser settings, clear your cache and restart the browser (close ALL windows first, including any file download windows) to make sure the cache is really cleared.

Internet Explorer

General tab > Temporary Files > Settings: Make sure this is set to "Every time". To clear cache, click "Delete Files".

Netscape

Advanced > Cache: Select "Every time I view the page". Click "Clear Cache".

Firefox

Privacy > Cache: Click "Clear Cache Now".

  • There are no programs running on your computer that interfere with Blackboard access.

    If you are running any firewall and internet security software, it may be configured such that it prevents you from accessing Blackboard from MyUSI. If you have made the above changes and are using a MyUSI/Blackboard compatible browser, please disable any firewall or internet security software you have running on your computer and try accessing again.

If you have done everything listed above, and still cannot access Blackboard from MyUSI, please send an email with a detailed description of your problem to USI Blackboard Support at online@usi.edu. In your email please be sure to include your name, your USI username and where you are trying to access Blackboard from (home, computer lab, etc...).

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