Troubleshooting

If you are having problems with Blackboard, this page may be able to help. if your exact problem is not listed, please follow the steps under the "Having problems with Blackboard?" heading, as your problem may be related to a browser setting.

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

Are you using an internet browser that is compatible with USI Blackboard?
Blackboard is only compatible with certain internet browsers. Using Blackboard with an 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 check here to be sure your browser is compatible.

Your browser is configured to accept cookies.

With cookies turned off, logging in is impossible, as a sessionID cookie is used to identify and authenticate you throughout your session. Make the following changes based on the browser type.

Internet Explorer	Tools Menu > Internet Options > Privacy tab > Advanced > Check "Override automatic cookie handling" AND "Always allow session cookies"
Firefox	Tools Menu > Options > Privacy > Cookies > Check "Accept Cookies from Sites" AND "Accept third-party Cookies"

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.

Reset Passwords and Form data.

On occasion, there may be problems with the browser storing the encoded password for Blackboard and submitting the stored value instead of the current one. Clearing the password and form data from the browser and allow the current password to be used. Perform the following based on the browser you are using.

Internet Explorer	Tools Menu > Internet Options > General tab > Browsing History > Click "Delete" Check "Form Data" and "Passwords", uncheck everything else. Click "Delete". Restart the browser before trying again.
Firefox	Tools Menu > Clear Private Data > Check "Passwords" and "Authenticated Sessions". Uncheck everything else. Click "Clear Private Data Now". Restart the browser before trying again.

Clear your cache.

When trying to access Blackboard, you may be pulling a cached page that prevents you from properly logging in to the system. Clearing your cache will prevent this. Perform the following based on the browser you are using.

Internet Explorer	Tools Menu > Internet Options > General tab > Browsing History > Click "Delete". Check "Temporary Internet Files". Uncheck everything else. Click "Delete". Restart the browser before trying again.
Firefox	Tools Menu > Clear Private Data > Check "Cache". Uncheck everything else. Click "Clear Private Data Now". Restart the browser before trying again.

Make sure 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 by clicking Contact us at the top of this page. 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...).

This page is to provide tips to faculty to help them prepare students for using Respondus Lockdown Browser and to help students troubleshoot problems they may encounter when using the lockdown browser.

Lockdown Browser errors are usually specific to a particular system setup, so there is no definitive list of what may cause a problem and what will not. As we encounter problems with Respondus Lockdown Browser, we will provide fixes and workarounds where possible, and error reports where workarounds cannot be found.

Tips for Instructors

Create a mock exam for Lockdown Browser

Instructors are highly encouraged to provide a mock test using Lockdown Browser before every quiz/exam they plan on giving students using the Lockdown Browser.

Problems students encounter using Lockdown Browser can, in many cases, be resolved by first taking a mock exam using the Lockdown Browser, working out any bugs using the mock exam, then taking the real exam. If you use any features in your test that require a plugin to work, namely Flash, you must include a question that requires the plugin in your mock exam. This will ensure that the student's machine is configured correctly to run the plugin in Lockdown Browser.

Unfortunately, many of the problems users are encountering can be fixed once, then appear again after a restart of their computer, hence the need to provide a mock exam before each quiz/exam.
Modifying the "Password" field in the Test Options in Bb when using the LockDown Browser

If you use Respondus LockDown browser to deploy a locked-down test, do not make any modifications to the "Password" field in the Test Options area in Bb, even if you do not want a password on the quiz/exam. Unchecking the box or erasing/modifying the password will cause multiple problems when students try to take the test using the LockDown Browser, and you can potentially disable the LDB requirement on the exam, which would allow the student to take the exam in a non-locked-down environment.

Troubleshooting for Students

Launching the correct browser to take a quiz/exam in Lockdown Browser

After you install Lockdown Browser, you must use the Lockdown Browser link on your Desktop to take a quiz/exam in Blackboard. If you launch Internet Explorer or Firefox as you would to normally access Blackboard, you will not be able to take the quiz/exam. If the icon you use does not say "Lockdown Browser", then you are using the wrong icon.
Using a mock exam to eliminate bugs in Lockdown Browser

If your instructor provides a mock exam using Lockdown Browser, we suggest you take the mock exam immediately before you take your actual exam using Lockdown Browser. After you have taken the mock exam, do no restart or make changes to your computer, as they may cause bugs to reappear during the actual exam.
Lockdown Browser stops responding after you enter your Blackboard course, but before you start the test.

Issue: Some windows that pop up due to security restrictions may appear behind the Lockdown Browser window for Blackboard. These pop-ups require the user to click through them before taking you to the next Blackboard page. When this occurs, the Lockdown Browser will just sit at a blank page waiting for you to click the security pop-up before proceeding. Because Lockdown Browser will not let you move or resize a window, you cannot get to the pop-up, resulting in an effective freeze of the browser.

Workaround: Since you are not yet in the exam for the course, you can still close the Lockdown Browser. Closing the Lockdown Browser will allow the security pop-up to be seen, at which point you can click "OK". Relaunching the Lockdown Browser after clicking through the security pop-up will allow you to proceed to the exam without problem. This works only if you relaunch the Lockdown Browser immediately after you close the pop-up window. If you go to another website, restart your computer, or make any changes to your computer, you may encounter the problem again after restarting the Lockdown Browser.
After launching an exam in Lockdown Browser, you just see a blank page that fills the entire screen.

Issue: A pop-up requires attention, and is hidden behind a full screen Lockdown Browser window. Because you have already started the exam, Lockdown Browser will not allow you to close the program, resize, or move the window. Therefore, you cannot get to the pop-up window, and your computer is effectively locked.

Workaround: There is no known workaround for this problem at the moment. We are working with Respondus to provide a workable solution. If this happens, you'll need to restart your computer by powering off the computer, then powering it back on.
You lose your internet connection while taking an exam with Lockdown Browser

Issue: If you lose your connection to the internet while taking a test using the Lockdown Browser, it will freeze the Lockdown Browser program.

Workaround: There is no known workaround for this problem at the moment. If this happens, you'll need to restart your computer by powering off the computer, then powering it back on. Your instructor will have to reset your test in Blackboard before you will be able to take it again.
The Lockdown Browser request you to close other programs

Issue: Other programs running in the background can cause the Lockdown Browser to lock up. Programs that use java or the internet have a higher risk.

Workaround: Close every program on your computer before starting the Lockdown Browser. Instant messaging, media managers like iTunes, file sharing, chat, internet and other java based programs should definitely be closed.
The Lockdown Browser closes or locks up in the middle of a test

Issue: If you have already done all the steps above there could be a problem with your Java. If it is a problem with your Java, you are likely having problems with Internet Explorer 8 as well.

Workaround: Go to www.java.com and download the latest version of java.

If you are having problems with Blackboard that are not listed here otherwise, you'll want to check that you are using an internet browser that is compatible with Blackboard, and that the browser is correctly configured to allow Blackboard to work properly.

A list of internet browsers that are compatible with Blackboard can be found here. If you are not using a browser that is Blackboard compatible, we suggest switching to one that is.

If you are using a browser that is compatible with Blackboard, but are still having problems within Blackboard, you'll want to check that your browser is configured in a way that allows Blackboard to work properly. Take the following steps to ensure that your browser is configured correctly.

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. "blackboard.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.

Clear your cache.

When trying to access certain areas in Blackboard, you may be pulling a cached page that prevents you from properly logging in to the system. Clearing your cache will prevent this. Perform the following based on the browser you are using.

Internet Explorer	Tools Menu > Internet Options > General tab > Browsing History > Click "Delete". Check "Temporary Internet Files". Uncheck everything else. Click "Delete". Restart the browser before trying again.
Firefox	Tools Menu > Clear Private Data > Check "Cache". Uncheck everything else. Click "Clear Private Data Now". Restart the browser before trying again.

Enable JavaScript

Much of Blackboard's functionality depends on JavaScript. With JavaScript turned off, many tasks are impossible, such as taking quizzes and using the wisiwyg editor.

Internet Explorer	Tools Menu > Internet Options > Security tab > Custom Level > Scripting (near bottom): Choose "Active Scripting: Enabled" and “Scripting of Java Applets: Enabled”.
Firefox	Tools Menu > Options > Content. Check "Enable Java" and "Enable JavaScript" . Click the "Advanced" button and check "Change Status Bar Text" and UNcheck "Hide the status bar".

Enable Popups

Allowing popups is necessary for certain Blackboard features to work.

Internet Explorer	Tools Menu > Pop-up Blocker > Pop-up Blocker Settings: Type in "blackboard.usi.edu" and click Add. Then click Close.
Firefox	Tools Menu > Options > Content Tab > Block Popup Windows : Exceptions > Allow popups for blackboard.usi.edu and blackboard.usi.edu:8011.
Third Party Pop-up Blockers	If using a third-party popup blocker, make sure it allows popups for blackboard.usi.edu and blackboard.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.

Disable Mixed Mode Security Warnings (Internet Explorer Only)

Security warnings that appear in IE may cause confusion when trying to view content in Blackboard. Make the following change to disable these warnings.

Internet Explorer

Tools Menu > Internet Options > Security Tab > Custom > Set Mixed Mode option to Enable.

Firefox

Not Applicable

Make sure there are no programs running on your computer that interfere with Blackboard.

In some cases, third party programs, such as download managers, security suites, firewalls, etc... will cause problems with certain Blackboard functions. For instance, having a download manager running may prevent you from being able to upload or download files from Blackboard. If you are running into a problem on Blackboard that is not discussed above, and your browser is compatible with Blackboard and configured correctly, we suggest turning off any other programs you are running (including background processes), to see if that fixes the problem.

If none of the above helps solve or explain your problem, please send an email with a detailed description of your problem to USI Blackboard Support by clicking the Contact link in the top right of this page. 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...).

USI Faculty, Staff, and Students

College of Nursing and Health Professions Certificate Program Instructors and Students

Other non-USI Users: