Troubleshoot Common Issues

MyBC3 E-mail

Blackboard Issues

  • When I click the Blackboard link in the My BC3 Portal, I get an error that says User unknown.

You have logged into the MyBC3 Portal using your e-mail address. Blackboard does not recognize this as your username. Logout of the portal and log in using the letter b plus your student ID (or faculty use first name. last name). The Blackboard link should work.
If you are still unable to open the Blackboard link, you may not be enrolled in any classes yet or that information has not been sent from one computer system to the other.


  • I recently registered for a course. I do not see the course listed on My Blackboard page when I login or I cannot login to Blackboard. What do I do?

First, your registration must process completely before you will be added to the Blackboard course. Blackboard and Colleague synchronize four times a day. A good rule of thumb is that you will be added to the Blackboard course within 24 hours. However, other factors could add up to 48 more hours to that time, including processing time for the registration to complete, advisor clearances, payments, and holds.
Also, check with your instructor to verify that Blackboard will be used for the course. The instructor may not use Blackboard and he or she may make the course unavailable.

  • Whenever I click on certain items in my course (linked files, assignments, etc.), a dialog box opens that asks me to provide my login information. What do I do?

This is an issue that occurs when using Internet Explorer. You may receive this message if you are using Blackboard for the first time. To avoid seeing this message, add https://blackboard.bc3.edu and https:www.bc3.edu to your list of Trusted Sites.

  1. You can look at your Trusted Sites in Internet Explorer by going to the Internet Options page (under Tools in the browser).
  2. A dialog box will open with the Internet Options.
  3. Select the Security tab to access the Trusted Sites area.
  4. Click on the “Sites” button.
  5. Type https://blackboard.bc3.edu into the “Add this website to the zone” field and then click Add.
  6. Repeat for https://www.bc3.edu.
  7. Click “Close” to close this window, and then OK to close the Internet Options dialog box.

Though this issue has not presented itself in other browsers, it is a good idea to add https://blackboard.bc3.edu and https://www.bc3.edu as a trusted site in any browser you use to access Blackboard. You can do so by following similar steps in those browsers. Check the browser’s “Help” tab or menu for instructions. You may need to clear your browsing history and restart your browser for the settings to take effect.


  • I cannot view an image, or hear an audio file, or view a video, etc., loaded into the course. What do I do?

You may not have the proper plug-ins installed. Be sure your Java is up‐to‐date or you have current versions of audio/video programs on your computer.


    Non-Credit
  • I tried to log in, but I got a message that says "Could not log in. Valid authentication credentials were not provided." What do I do

You have either incorrectly typed your username or password. Your username is not case-sensitive, but your password is case-sensitive. Try typing it again.


  • Whenever I copy and paste into a discussion board post, the text is cut off after I submit the post. What is wrong?

This problem usually occurs when copying and pasting out of a Word document, or any other Microsoft Office program. Office inserts hidden formatting code that conflicts with Blackboard, and causes display errors. To avoid this problem, type directly into the text box when you create a post. If you have a large amount of text and do not want to retype it, paste the text into a plain text file (.txt) first. Then copy the text and paste it into the text box.
If you are using Microsoft Word, you can save the document as another file type, and it will strip out the hidden code. Acceptable file formats are rich text file (.rtf), plain text file (.txt) or web page, filtered (.html). When you are finished writing your post, choose Save As, and then choose one of the listed formats to save the file. After saving, copy and paste from the newly saved file.


  • I can't view any threads on a discussion forum, even though I know threads are there. What do I do?

When List View is toggled, threads may be hidden in a discussion forum. To make the threads visible again, either toggle Tree View or click on Display ->> Show All. Both buttons are located in the upper right corner of the discussion board frame.


  • I tried to download a file that was in a course, and nothing happened. What is wrong?

Your browser may have prevented you from downloading the file. Check the top of your browser for a message that indicates it blocked a file or a pop-up. Allow the file to download. You may want to enable automatic downloads in your browser. Troubleshoot file download problems in Firefox, Internet Explorer, Chrome, and Safari?


  • I clicked on an item in my course and received a "Contact System Administrator" error along with an error code. What is wrong?

The following is an example of this type of error:

An error occurred. Contact the System Administrator.
For reference, the Error ID is c572bfba-198d-4737-af27-033f1195f962.

Thursday, November 4, 2010 10:17:21 AM CDT

This type of error usually occurs randomly and is self-resolving. If you receive this error, clear your cache, cookies, and browsing history, and attempt to access the item again. If you receive the error message multiple times on the same item, write down the error ID or take a screenshot. Send the error ID or screenshot and a description of what you were doing at the time of the error to the help desk.

It is very important to clear out your browser and try again BEFORE you contact the help desk. In a majority of cases, the problem will resolve on its own. Do not contact the help desk until you have attempted to clear out your browser and access the item several times, and can consistently replicate the error.


  • I clicked on an item in my course and received an error message saying, "Access denied" or "Resource not found." What is wrong?

This error occurs when the permissions are not set correctly to view the content in your course. If you receive this error, contact your instructor and inform them of the error. Check with your classmates to see if they receive the same error when trying to access the same items. If your instructor or a technical support specialist informs you that the issue has been resolved, clear your cache, cookies, and browsing history, and attempt to access the item again.

JAVA Issues

  • I downloaded and installed Java but I still cannot view certain elements in Blackboard. What do I do?

After Java is installed, it may need be enabled in your browser. Enable Java, and then clear your cache, cookies, and browsing history, and try again.


  • I installed the latest version of Java and made sure it was enabled in my browser. I still have problems viewing certain content items in Blackboard. What is wrong?

Any old versions of Java should be removed from your computer after updating, to prevent performance and security problems. Usually the removal occurs during the update process, but if it does not, you will need to uninstall the old versions. Follow the instructions for Windows or Mac to remove all versions of Java. Then install the latest version and enable it in your browser. Restart your computer before logging into Blackboard again.

Test or Quiz Issues

  • I was kicked out of a test.

If you are taking a test and get kicked out, contact your instructor first – the help desk will not reset a test for you. Also, be sure to completely clear your cache, cookies, and browsing history before taking a test again.


  • I was in the middle of taking a test when I lost everything.

Unfortunately, the information is probably lost permanently. You will need to recreate the information. If you experience problems during a test and cannot continue, contact your instructor immediately. Blackboard does not have access to your school's Blackboard Learn site and cannot help you with these types of questions.

Here are some reason why you might lose information that you are entering in Blackboard Learn:

  • The internet connection dropped.
  • The browser was refreshed.
  • Your browser timed out due to inactivity. Blackboard has a security setting that logs you out if it doesn't receive any input for a period of time. That period of time is different from school to school.

The following tips can help you avoid this issue in the future:

  • Use a wired connection if possible when taking a test. Wireless internet connections are less reliable.
  • Do not refresh the browser page.
  • Do not close the browser window
  • Do not click the browser's back button.
  • If possible, write out the text in an external application and then paste it into Blackboard Learn. Working offline first ensures that your work in progress will not be lost.

If you are working in assignments, prior to your test, logout of Blackboard and then login "fresh" to take the test. This helps to avoid timeout issues.


Assignments

  • I attached a document and submitted my assignment. Blackboard said it was successfully submitted. However, my instructor says there is no file attached.

Ask the instructor to allow you to resubmit the assignment. Be sure the file is saved and not open. Use a browser other than MS Edge or Internet Explorer 11 and submit the assignment again.


  • When I try to open a document, I am asked for Security Credentials

To fix this issue, please follow the directions below.

  1. Windows 8 & 8.1 - On the Apps screen, swipe or scroll to the right and find the Windows System category.
    Windows 10 – right click on the start button and choose Control Panel
    Windows 7 – click on start and click on Control Panel to the right
  2. Press or click on the Control Panel icon under Windows System. (Windows 8 users- if not listed, type Control Panel)
    • Select Network and Sharing Center (windows 10 users- this is listed under the firewall)
    • Under View your active networks
    • Select Home network
  3. Turn off Password protected sharing - Steps to follow
    • Under Network and sharing Center
    • Click on Change advanced sharing settings
    • Expand Home or work
    • Under Password protected sharing, Turn off password protected sharing
  4. Next, Open Internet Options in Run Command Dialog
    • Press the Windows button (the one that is 4 squares) + R key to open the Run dialog.
    • Type inetcpl.cpl, and click/tap on OK.
    • Internet Options will now open.
    • Click on the Security Tab
    • Click on Trusted Sites then click on the Sites button.
    • Uncheck the "require server verification (https:) for all sites in this zone
    • In the "Add this website to the zone:" add the following websites
      blackboard.bc3.edu, bc3portal.bc3.edu
      Click Add after you add each website
    • Click Close and OK.
  5. In the same Security Tab, click on the Internet icon
    • Click on Custom Level
    • Scroll all the way to the bottom of the window to User Authentication – Logon
    • Change the option FROM Automatic logon only in Intranet zone & Automatic logon TO current username and password.
    • Click OK and OK again.
  6. You will need to restart your computer.