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Technical Support

If you are experiencing technical problems with your course, please review the below information before calling technical support.

GENERAL INFORMATION:

1. For an introduction to browsers click here.
2. Update your basic computer and Internet knowledge.

Review this "Internet 101" web site to update your knowledge about the Internet such as safe surfing, viruses, browsers, email, file sharing and other relevant topics.

3. If you need to downloand common plug-ins such as Real Player, Adobe Acrobat Reader, Flash, Shockwave, Quicktime, Windows Media Player or the PowerPoint Viewer go to www.allegany.edu/dl/updates.shtml

COMMON PROBLEMS: LOGGING INTO BLACKBOARD

1. Be sure you are using the correct Blackboard username and password

Username and Password format is:

fmlast

Where:
f = first initial
m = middle initial
last = last name

There is a chance that more than one student may have the same first and middle initials and last name. In this case, a number will be added to the end of the username (2,3,4 etc.) to differentiate the users. For example, if your name is Mary Jane Smith and you have tried mjsmith with no success, try mjsmith1. Usernames are case sensitive and should be entered in lower case letters.

Previous Blackboard Users
(before Spring 2008)

Continue to use your current password with Blackboard as you have.

Passwords will initially be set to your Student ID. You are responsible for keeping your password secure. You should change your password the first time you log into Blackboard and periodically throughout the semester. You should also update your email address the first time you log into Blackboard and keep it updated throughout the semester.

2. Be sure you don't have the caps lock key on.

3. Be sure you are using an authorized version of Internet Explorer or Firefox. (IE is recommended).

Internet Explorer (recommended)

If you are running Internet Explorer (recommended) view the Internet Explorer version recommendations for your computer. To see what version of IE you are running on your computer click on the "Help" menu item in your browser and then "About Internet Explorer".

To download the latest version of Internet Explorer click here.

Firefox

If you are running Firefox view the Firefox version recommendations for your computer. To see what version of Firefox you are running on your computer click on the "Help" menu item in your browser and then "About Firefox".

To download the latest version of Firefox click here.

All browsers

Should have Java enabled (not required for all courses)
Should have Cookies enabled
Should have security settings set to medium or low
You should have pop-up blockers disabled

4. If you have pop-up blocker software installed on your computer, be sure it is disabled while connecting to your course.

5. Your security settings must be set to medium or low. To re-set your security settings:

    Internet Explorer:

        1. Click on "Tools" in the menu bar
        2. Choose "Internet Options"
        3. Click on "Privacy" tab
        4. Slide bar to medium or low
        5. Click on "Apply"

6. Cookies must be enabled. To enable cookies:

    Internet Explorer:

    1. Click on "Tools" in the menu bar
    2. Choose "Internet Options"
    3. Click on "Privacy" tab
    4. Slide bar to medium or low
    5. Click on "Apply"

7. Java scripting must be enabled. To enable Java scripting:

    Internet Explorer:

    1. Click on "Tools" in the menu bar
    2. Choose "Internet Options"
    3. Click on "Security" tab
    4. Click on the "Internet" icon
    5. Click on "Custom Level" button
    6. Scroll down until you see "Scripting of Java Applets". Set this to "enable".
    7. Click on "OK"
    8. CAUTION: Be sure that you don't unintentionally modify any other settings

8. Be sure you are going to blackboard.allegany.edu to log in (the "gateway" page that has "Login" and "Course Catalog" buttons) and not the page that has the actual windows for username and password ( http://blackboard.allegany.edu/webapps/login, the page that appears after clicking on "Login" on the gateway page).

The error message "Could not login. The username or password is incorrect" will appear if you do not use the gateway page.

9. If you get a blank screen instead of the Blackboard login screen when you go to blackboard.allegany.edu it may be due to the version of Firefox you are using.

Firefox (and some other browser versions) is not 100% compatible with Blackboard. To get the log in screen, hit the refresh button several times. Alternatively, you can go to blackboard.allegany.edu/webapps/login to log in.

10. If you get an error message "Authentication module - empty result set for session query" be sure that you have "cookies" enabled (see above).

11. If you get an error message "No authorization credentials provided"

In Internet Explorer:
  1. Click on "Tools" in the menu bar
  2. Choose "Internet Options"
  3. Click on "Security" tab
  4. Click on the "Internet" icon
  5. Click on "Custom Level" button
  6. Scroll down until you see "Active Scripting". Set this to "enable".
  7. Click on "OK"
  8. CAUTION: Be sure that you don't unintentionally modify any other settings

12. Instructor is unable to open an assigment file that you submitted in Blackboard.

When submitting word processing documents to your instructor using Blackboard, files must be of the type MS Word (.doc) or text (.txt or .rtf). If you submitted a file of a different type (such as a Word Perfect file) you will need to save the file as a text document and then re-submit it. (After choosing save, be sure to set the file type to "txt" or "rtf".)

You may also have submitted a file to the instructor with an invalid file name. File names cannot have special characters such as a "#" or spaces. Rename the file using a valid file name and resubmit the file to your instructor.

13. When taking a test or quiz, the test doesn't appear on the screen after you answer "yes" to "take assessment now?".

You have pop-up blockers active on your computer. Some instructors set up their tests so that they appear in a separate window (pop-up). Pop-up blockers will inhibit this. Disable the pop-up blocker.

OTHER COMMON PROBLEMS:

1. If the text in your course web site is too small, you can modify the size of the text within your browser settings.

If you are using FireFox - Click on "View", "Zoom", "font", Zoom In

If you are using Internet Explorer - Click on "View", "Text size", then choose "Larger" or Largest"

2. Enable Javascript in your browser

If you are using Internet Explorer 4.x:

  • In your browser window, click on "Tools" in the menu bar. From the drop-down menu, select "Internet Options."
  • Click on the "Advanced" tab.
  • Scroll down to "Microsoft VM" Make sure that "JIT Compiler for virtual machine" has been checked and click "Ok."

If you are using FireFox:

  • From your browser window, click on the "Tools."
  • From the drop-down menu, select "Options.
  • Select "Content Tab" to make sure that "Enable Java" and "Enable Javascript" are both checked. Click "Ok".
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RECOMMENDED COMPUTER SYSTEM REQUIREMENTS:

  1. Minimum Requirements: Modern PC or Laptop with at least 512 MB of RAM, a 56k modem and Windows XP

  2. Recommended: Modern PC or Laptop with at least 1 GB MB of RAM, a broadband Internet connection and Windows XP or Windows Vista

  3. Your own e-mail address. Recommended: Microsoft student email service using Live@Edu. Each student has been given an @Allegany.edu email address. Although optional, all students are encouraged to start using their ACM email accounts for college related communications!

  4. Online courses are accessed via the Internet using a Web browser (Microsoft, Internet Explorer and Firefox are supported.

  5. Microsoft Office or equivalent software. Most courses use Microsoft Word and other MS Office products such as PowerPoint. Check with your instructor for software requirements in addition to Microsoft Word and PowerPoint.
    • If you do not use MS Word, you will need to change your assignment files to Text (.txt) or Rich Text (RTF) format before you submit them to your instructor.
    • If you do not have MS Office software, you can download free readers available on Microsoft's website at www.microsoft.com/downloads.


  6. Anti-virus software installed and running on your computer

  7. Additional Software

    Your course may require additional free software (plug-in software). If your instructor tells you (or the syllabus indicates) to download and install any of the below software you may go to http://www.allegany.edu/dl/updates.shtml to download it.

    1. PowerPoint Viewer
    2. Adobe Reader
    3. Windows Media Player
    4. Quicktime
    5. Shockwave
    6. Flash
    7. Real Player

If you are taking an online course, be sure that your system meets all of the requirements for online courses. Go to "Before Your Course Starts" to be sure you have everything you need.

If you are having a problem and you can't find the solution contact the Help Desk for help.

  1. Cumberland Campus: 301-784-5468
  2. Bedford Campus: 814-652-9528 ext. 5468
  3. Somerset Campus: 814-445-9848 ext. 5468
 

 


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