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The following list of Known Problems are either reported and
confirmed by other colleges and universities using Blackboard, or the Problems
have been discovered at the VCCS and reported to, and confirmed by, Blackboard,
Incorporated.
Reports from other colleges and universities were discovered by a
search on http://www.google.com/ using
search words, "Problems", "Known", and "Blackboard". In each instance, a URL and
a date last verified by the VCC Utility are provided for each report.
If you are aware of any other Known Problems, please email a
report to the VCC Utility Customer Support Center.
|
Report #001 |
Date Discovered, Confirmed, or
Reported Here |
Known Problem |
| #VCC01 |
8/16/2002 |
Problem: Internal Portal
Error or Internal Server Error message at log-in. WebLogic component of Bb
Application Server runs out of memory because Java objects are not being
reclaimed by Java garbage collection.VCC Utility has increased the Java
Heap size from 128MB to 1,024MB, reducing the frequency of out of memory
conditions.
Workaround: Try again.
Source: Reported by VCC Utility to Bb,
Inc. Confirmed in October 2002. |
| #001 |
2/13/2003 |
Problem: Intermittently,
users log into Blackboard, or click on the My Institution tab
within Blackboard and receive a blank page. So far,
Blackboard has been unable to fix the problem.
Workaround: When this happens, only the
My Institution tab is affected. It's still possible to get to your
Blackboard courses through the Courses tab located at the
upper right area of your Blackboard window.
View Source: |
| #002 |
2/13/2003 |
Problem: There is a bug in
some Blackboard courses where instructors are unable to remove
quizzes or surveys.
Workaround: Per Blackboard, this will
not be resolved until the next Bb release. The work-around solution is to
make the unwanted assessment unavailable.
View Source: |
| #003 |
2/13/2003 |
Problem: The Blackboard
Virtual classroom doesn’t work.
Workaround: Some common problems may
have to be corrected before Virtual Classrooms will work for a particular
client: Chat uses Java. The client's browser (Internet Explorer or
Netscape) has to be java-enabled. For Netscape, "Enable Java" and "Enable
JavaScript" have to be checked Edit / Preferences/ Advanced menu. For
Internet Explorer, "Java JIT compiler enabled" has to be checked on the
Tools / Internet Options / Advanced menu. Another problem occurs if
clients are using a new browser (6.0 or above). New browsers no
longer come bundled with Java Virtual Machine,
which is needed to utilize the Virtual Classroom. Users will
need to download Java Virtual Machine to utilize the chat function.
Finally, chat uses Internet connections to ports 7001, 7755 and
8081. If the client is connecting from behind a firewall, the
firewall may have to be configured to allow these connections. This is
unlikely to be a problem if the person is connecting through a commercial
Internet service provider, but it may be a problem if the person is using
a computer at work.
View Source: |
| #004 |
2/13/2003 |
Problem: [We]...
experience some problems with the course statistics function. The
function is working properly, just slower then we would like or expect
given how other portions of Blackboard behave.
Workaround: There is no solution for
this issue at this time. We would recommend that when possible,
faculty access the course statistics feature from on-campus, and be aware
that it may take some time.
View Source: |
| #005 |
2/13/02 |
Problem: There is a bug
within the Faculty/Staff Information content area. If a
parentheses ( ) is added to the name field when setting up the
Faculty or Staff profile, the profile image will not upload properly.
Workaround: If you are adding an image
to the Faculty/Staff profile area, do not use parentheses within the name
field. If you want to add parentheses, you can add that information
within the notes section of the profile.
View Source: |
| #006 |
2/13/2003 |
Problem: The Student
Dropbox (also known as the Digital Dropbox) can fail without warning if
Java and Javascript are not enabled. If your web browser has disabled Java
and Javascript, Blackboard will warn you when it starts that you need
them. If you do not correct the situation, the Dropbox will fail to
operate -- and it won't even warn you that it has failed.
Workaround: The solution is to change
the preferences in your web browser so that both Java and Javascript are
enabled.
View
Source: |
| #007 |
2/13/2003 |
Problem: Users of Windows
XP and Windows ME are encountering VBScript errors when they access
Blackboard or Penn-in-Touch. Actually, neither Blackboard nor
Penn-in-Touch use VBScript.
We're aware of two forms of the error. In the first, you
keep returning to the login screen and can never get past it. In the
second, you get the following message: Base64Decode error '800a0001'
Bad Base64 string.
/bin/n_libBase64.asp, line 45
This is the version as it appeared in IE 6.02 with Win XP Home
5.1.2600.)
The Base 64 error message that you received in trying to
login to your online courses may have been caused by a program called
CommonName. CommonName has been reported to be "spyware" (see an
explanation of spyware). It is likely that CommonName was downloaded
and installed with other software. (It is most commonly found on machines
that have downloaded the programs Gator and Kazaa.)
Workaround: If you wish to log onto
Blackboard from the machine with which you reported the error, you will
need to remove CommonNamefrom Windows. We cannot specifically state how
this may affect Gator, Kazaa or other programs that may make use of it.
To remove CommonName, do the following.
 | In your Start menu, choose Control Panels > Add or Remove
Programs. |
| Find CommonName in the list of Currently Installed Programs. (If
this list does not appear immediately, choose "Change or Remove
Programs".) |
| Highlight CommonName. |
| Click on "Change/Remove". This will open a confirmation dialog box.
|
| Click "Uninstall" and wait for it to complete the uninstall process.
|
| Restart your computer. |
| You should now be able to log into your courses. |
If you use Windows XP, our strong recommendation is that
you download and install all current patches and service packs to the
system.
View
Source: |
| #008 |
2/13/2003 |
Problem: The online
quizzes in Blackboard CourseInfo present several potential problems.
1. Quitting by Accident
The quiz software is designed so that once a student
begins taking a quiz, she can never take it again -- unless you clear the
attempt (see
below). For example, if the student closes the quiz window, then the
student can not take that exam again.
This feature has unfortunate consequences for some
students who make an honest mistake. For example, a student loses the
right to retake an exam if she accidentally closes the quiz window or if
the browser crashes or if the electricity to the computer is shut off for
any reason.
Consequently, students should be warned to take quizzes
carefully. To avoid losing a quiz, they should first close down the other
programs running on the computer. Avoiding distraction, they should focus
only on the quiz until it is finished. They should be careful not to close
or even resize the window.
2. Resizing Erases Data
In Netscape, resizing the quiz window will cause all
information entered by the student up to that point to be erased.
3. Retaking a Quiz
An instructor can choose to let a quiz be taken multiple
times. Students should be aware that when they retake a quiz, all of the
previous answers will be wiped out.
Clearing a Failed Attempt
If a student runs into technical difficulties and is
prevented from finishing a quiz, it is possible for you to clear the
student's attempt, so that she can take the quiz again. Go to the Control
Panel, and then to the Online Gradebook. Use the spreadsheet and click on
the botched score. You will be given a chance to clear the score, and the
student can take the exam again.
Workaround: If you offer a quiz in your
Blackboard CourseInfo site, we recommend that you give your students
instructions along these lines:
When you take the quiz, you need to focus your attention and the
attention of your computer on the quiz. Before you click on the link to
the quiz, exit any competing applications on your computer. Size the
window comfortably. Then click on the link to the quiz. Don't resize the
window after you begin taking the quiz.
View
Source: |
| #009 |
2/13/2003 |
Problem: The most
consistently problematic part of the current version of Blackboard
CourseInfo is the Tutornet Chat module.
| It does not work on Netscape for Macintosh. |
| It opens slowly (as slowly as 2 minutes on some machines). |
| The whiteboard does not function correctly. |
| You sometimes cannot load a URL or a slide show. |
Blackboard Company is aware of these problems and is
working to resolve them. For the time being, they recommend using the
latest version of Internet Explorer to avoid problems.
View
Source: |
| #010 |
2/13/2003 |
Problem: A couple of
people have had problems communicating with Blackboard after they
installed a router in their home system. Details are below, but the moral
seems to be: if you're having problems with a router, get technical
support from your router's manufacturer.
Packet Size (MacSense)
We've had a report of problems uploading files to
Blackboard when using a DSL connection with a router set up at home. This
problem was the size of the packets (the amount of data the router sends
at any given time). This problem may also apply to PPPoE connections.
The instructor contacted the company that makes his
router (Macsense) and they pointed him to an undocumented router option to
enable and change the MTU size. Setting the MTU size to 1450 resolved the
problem.
Firmware (EtherFast)
Another instructor had a problem with the firmware in
her Linksys router (an BESFR41 EtherFast Cable/DSL Router) at home. Almost
none of the Perl scripts in Blackboard worked, and she could not
contribute to Discussion Groups.
She upgraded the firmware to fix a security
vulnerability, and Blackboard now works from home just as it does from the
office. Here is the article on Linksys routers:
Workaround: The instructor contacted the
company that makes his router (Macsense) and they pointed him to an
undocumented router option to enable and change the MTU size. Setting the
MTU size to 1450 resolved the problem.
View
Source: |
| #011 |
2/13/2003 |
Problem: A couple of
people have had problems communicating with Blackboard after they
installed a router in their home system. Details are below, but the moral
seems to be: if you're having problems with a router, get technical
support from your router's manufacturer.
Firmware (EtherFast)
Another instructor had a problem with the firmware in
her Linksys router (an BESFR41 EtherFast Cable/DSL Router) at home. Almost
none of the Perl scripts in Blackboard worked, and she could not
contribute to Discussion Groups.
Workaround: She upgraded the firmware to
fix a security vulnerability, and Blackboard now works from home just as
it does from the office. Here is the article on Linksys
routers:
View
Source: |
| #012 |
2/13/2003 |
Problem: To avoid problems
transferring various files via Blackboard's Digital Drop Box, it is
important to note that not everyone uses the same kind or version of
common software. Students can download your files, but may not be able to
open and view them due to the difference in platform, application,
application version, file extension, fonts, viewing plugins, or viruses.
Workaround: These
solutions will help students and instructors successfully open
digital files transfered via Blackboard's Drop Box:
| In the syllabus and assignment areas, specify which versions of word
processors and other applications students are expected to use for
assignments delivered via Blackboard. Note:
 | The Drop Box does not deliver WordPerfect (.WPD) files. |
| Instructors using WordPerfect should deliver an .RTF file. |
|
| Create materials using common applications. |
| Use fonts which are common to all platforms to prevent substitutions
on screen and in print that alter the appearance of your document.
| Common fonts include: Arial, Georgia, Helvetica, Palatino, Times
or Times New Roman, Trebuchet, and Verdana. |
|
| Use internal Cascading Style Sheets (.css) in single web pages
rather than external style sheets.
| When a single web page is uploaded via the Digital Drop Box, the
external .css file will not transfer with the .htm file.
 | Linking to a site which uses extenral .css will work, however. |
|
|
| Save documents using accessible and common file formats:
| Read more about acceptable
file formats and how to make
them, below. |
| Save files in previous versions rather than the latest versions.
Example:
| Word 6.0 rather than Word 2000. |
|
| Name files without spaces or special characters (other than hyphen
(-) or underscore (_)). |
| Use three-letter extensions in lowercase letters. Examples:
| Excel spreadsheets (.xls) |
| Line art (.gif) |
| PDF documents (.pdf) |
| PowerPoint presentations (.ppt or .pps; saved as a show) |
| Photographs (.jpg) |
| Word documents (.doc, .txt, or .rtf) |
| Web pages (.htm) |
|
|
| Point students to free
viewer plug-ins. |
| Scan files for viruses before opening or viewing; Blackboard does
not scan for viruses.
| Install and regularly update virus-protection software on your
computer. |
|
Acceptable file formats for text materials
View these examples of accessible (and therefore acceptable) formats
for textual course materials:
- Text-only
(.txt)
- This most versatile format works on any platform and can be opened
by all word processors, spreadsheets, databases, and page-layout
programs, including NotePad, WordPad, and SimpleText. Files can be sent
via the Drop Box or email with no degradation. Other common names are
ASCII text and text with line breaks.
- Rich
Text Format (.rtf)
- Most formatting attributes will be saved in this format, which can
be opened in most word processors. Files can be sent via the Drop Box or
email with no degradation. Instructors and students using WordPerfect
should deliver an .RTF file.
- HyperText
Markup Language (.htm for .html)
- The most accessible format when used properly. Most common standard
is HTML 4.0. Files saved as .htm can be read by all browsers, such as
Netscape Navigator, Microsoft Explorer, Opera, and many others. Files
can be sent via the Drop Box or email. Degredation will occur when image
files are not sent with the .htm file.
- Portable
Document Format (.pdf)
- Adobe's universal application for creating online documents from
other digital files is Acrobat Distiller. The distilled files (.pdf) are
viewable via the free Acrobat Reader. Though not always accessible to users with screen readers, any
user with the .pdf Reader plugin and a browser can view the format.
Complicated images, tables, color, and forms can be rendered as .pdf
(but are not accessible to users with screen readers). Many printing
service providers require .pdf formatted documents as the final art
work. Files can be sent via email or .FTP for electronic printing.
View
Source: |
| #013 |
2/13/2003 |
Problem:
AOL
(America Online) and Hotmail browsers may present problems
within Blackboard. Blackboard says that AOL and Hotmail are
designed to automatically throw out emails that are sent from
version 5.5. This is because emails that are sent from version
5.5 of Blackboard do not have an email address in the "To:"
field. Therefore, students that use AOL or Hotmail accounts
may not receive emails that come from version
5.5.
Workaround: Use
Internet Explorer or Netscape Navigator versions 4.0 or higher.
View
Source: |
| #014 |
2/13/2003 |
Problem: Send copy to self does not work reliability.
Workaround: No
fix for release 5. This should be fixed in release 6.
View
Source: |
| #015 |
2/13/2003 |
Problem: Blackboard user encounters "Database Connection Unavailable"
error.
Workaround: None at
this time. This error is NOT related to anything that a user is doing - it
has nothing to do with (eg) uploading large files etc. If the user clicks
"OK", they should be returned to the screen that they were last
at.
View Source: |
| #016 |
2/13/2003 |
Problem: "File not found" error when uploading PDFs bigger than 1MB to
Blackboard.
Workaround: Use Netscape. This error only occurs when using
Windows 98 and Internet Explorer.
View Source: |
| #017 |
2/13/2003 |
Problem: Trying to get to <Bb home page> with Windows IE get a
"Page Cannot Be Displayed
Error"
Workaround: Hit the Refresh
button on your browser.(This only happens on certain Windows computers
with certain versions of IE - we have been unable to find a pattern.
Netscape and Mac users are unaffected.)
View
Source: |
| #018 |
2/13/2003 |
Problem: "File not found" error when uploading PDFs bigger than 1MB to
Blackboard.
Workaround: Use Netscape. This error only occurs when using
Windows 98 and Internet Explorer.
View Source: |
| #019 |
2/13/2003 |
Problem: "There is a limit of
approximately 3900 chracters on all discussion board posts.
This is about 1.5 pages single scpaed. Anything beyond this limit will be
cut off.
Workaround: Make 2 posts instead of just
one, edit the document so it fits within the limits, or post the document
as an attachment instead of pastin the text in a post..
View Source: |
| #020 |
2/13/2003 |
Problem: Windows and
Office XP Issue: When using Windows XP and Office XP, PowerPoint files
will not open up inside of the Blackboard environment.
Workaround: This can be fixed by
installing MS Office XP Service Pack 2 to your computer. Note:
Office XP Service Pack 1 is a required install before installing
SP-2, and SP-1 by itself does not fix this problem. Care should be taken
to review all documentation and evaluating any impact on your computing
environment, before deciding to adopt the MS Service Packs for Office XP
to solve this particular issue.
View
Source: |
| #021 |
2/13/2003 |
Problem: I tried to upload a file to the Student Dropbox but
I got a message "The server encountered an internal error..."
Workaround: Make sure the name of the file you are uploading is
not too long (shorter than 20 characters) and contains no spaces. If the
problem persists, email your instructor with the exact time the problem
occurred, what type of file you were uploading, and what type and version
of browser you are using, and what ISP.
View
Source: |
| #022 |
2/13/2003 |
Problem: I am having problems posting to the Discussion
Board, editing Personal Information, and submitting information through
Blackboard's forms - I always receive a "Page Not Available" error
message. How can this be fixed?
Workaround: This is a common problem among home broadband
users. If you have a home network, your router may be misconfigured, or
you may need a firmware update. Both appear to be common problems with
Linksys routers. In order to upgrade your firmware you can log in to the
website of your router manufacturer and download the most recent drivers
for the router and operating system in question. There are several bug
fixes on manufacturer's websites that correct DHCP problems and provide
general enhancements to the hardware.
After updating the firmware on the unit
you should access the configuration utility and find the fields labeled
"Host" and "Domain". Contact your internet provider and get the exact
information that you should be inputting in these fields. If these fields
are blank, or if you have incorrect information the equipment can behave
unpredictably and generate the error messages you are
reporting.
If you are a Windows users with DSL
internet access Blackboard can often have problems with some incompatible
network settings in Windows and some DSL implementations (especially with
routers, but some PPOE 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. To remedy the problem you can log in to the router
configuration utility and set the MTU to 1362. This seems to fix the
problem in most cases.
View
Source: |
| #023 |
2/13/2003 |
Problem: I try to access a page but I get an error "HTTP/1.1
... The server encountered an internal error ... "
Workaround: If this happened when you were trying to submit a
quiz, chances are you are using Netscape and inadvertently re-loaded the
quiz, causing the submission to fail. Netscape re-loads a page when
re-sizing the browser window, viewing the page source, or trying to print
or save the page. Thus you must not do those when taking quizzes, or
simply use MS Internet Explorer (but still avoid reloading!).
If you were in the middle of taking a quiz
or survey, inform your instructor via email as soon as possible. Your
instructor can clear your quiz attempt and allow you to take the quiz
again.
You may also have been accessing a page
while the server was temporarily down.
View
Source: |
| #024 |
2/13/2003 |
Problem: Linking to
websites with frames inside of the Virtual Classroom doesn't work.
Workaround: This "bug" is supposed to be
corrected in the upcoming version 6.0 to be released sometime summer 2002.
The Virtual Classroom will be greatly improved.
View
Source: |
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