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1. My login name is different than the login name I used last semester. Why did it change?
   
   CSM upgraded to Blackboard CE6. In an effort to reduce the number of login names you have to remember, we have synchronized your login name with your CSM Online Express Services login name. Currently, you will have to use a different password than what you are using for your Express Services password.

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2. Where do I find demos and tutorials on the new version of Blackboard CE6?
   
   An online orientation, including tutorials on how to use the tools and features of a web-based course and a student demo course, may be accessed at http://www.csmd.edu/DistanceLearning/demo/tutorial.

[FAQs]

 

3. I do not remember my CSM Online Express Services login name. How do I find out what my login name is?
   
   The correct login name can be found by clicking on "Forgot Your Password?" on the CSM Online Express Services. You will need your CSM Student ID Number which can be found on:

   • Student ID Card (available from any CSM Library)
   • Admissions Letter
   • Registration Statement

   [FAQs]

   
    

4. Who do I call for help? 

• For advice about your academic program, or about other online courses, contact an academic advisor at 301-934-7574, 301-870-3008 (extension 7574), 301-884-8131 (extension 7574), or email to advisor@csmd.edu.
   
• For technical assistance to help with logging in or other computer-related problems associated with the online course, contact the Information Technology Services Department Help Desk at 301-934-2251 (extension 4357), 301-870-3008 (extension 4357), 301-884-8131 (extension 4357), or email to help@csmd.edu.
   
• For questions about the MarylandOnline Course Sharing, contact Paul Toscano at 301-934-7615, 301-870-3008 (extension 7615), 301-884-8131 (extension 7615), or email to pault@csmd.edu.
   
• For questions about course assignments and other course-related matters, contact your instructor.
   
• For questions about the most common Blackboard CE6 issues, resources and to download software visit Blackboard CE6 Student Support site.

 

[FAQs]

 

5. I have checked Java, checked for pop-up blockers, and I am using the correct browser. I'm still having technical problems. Any suggestions?
   
   You could be having problems with spyware. Spyware can cause some of the problems experienced by students when using Blackboard CE6. If you've never run a spyware check on your system, it's time to do so. Ad-Aware Personal provides protection from known aggressive advertising, Trojans, dialers, malware, browser hijackers, and tracking components.

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6. I've installed the latest version of Java on my computer, and I'm still having Java errors. What do I do?
   
   We have found multiple versions of Sun Java on a system will cause lots of "hard to reproduce" problems. One recommendation is to downgrade to a single slightly earlier version of Java. Sometimes, even when you have the correct version of Java on your system, the best way to fix problems, especially browser crashes, is to re-install the Java. WebCT has detailed instructions on how to accomplish this at:
   http://www.webct.com/tuneup/viewpage?name=tuneup_browser_troubleshoot#jre_er.

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7. I need help with a Student Access Code. Who do I contact?

   To enter certain courses, you may need an access code. Your access code should come in a special package bundled with the textbook. The textbook bundled with the access code can be purchased at the college's bookstore or online at WebCT.com.
   When you receive your Access Code, it will look similar to one of the following examples:
    

   • all letters, such as: HSWT-IDLE-NONE-CENT-PICA-MOVE
   • a combination of letters and numbers, such as: CT-TCT-6321-711931-I

   Enter the Access Code exactly as it on the printed card included with the textbook you purchased. If you require assistance with an existing code, see Troubleshooting Access Codes located on the WebCT Enter Access Code screen or on the web at http://help.webct.com/code_troubleshooting.htm.
   
   Note: You may have requested Temporary Access when entering a course for the first time. When the Temporary Access period expires, you will need an Access Code to enter the course. You must obtain a valid Access Code within 15 days of requesting temporary access or you will no longer be able to enter your course.
   
   To see screen shots of the Student Access Code options, click here.

 

[FAQs]

If you have done everything else (recommended by the Browser Check) and Mail messages still do not open, then the problem is possibly caused by other security software on your computer. This problem can be corrected by temporarily turning off Norton Personal Firewall. Norton also has a security feature that blocks pop-up windows. Be advised, when you perform the Browser Check, the check will not detect the Norton security feature. This Norton Internet tool needs to be set to allow pop-up windows from http://webct.csmd.edu.  

 

[FAQs]

The problem is that "My Computer" does not display so you can upload files as attachments to Mail. This is a Java issue. Try performing a Browser Check, and ensure their Java passes the test. If the Java version on your computer is validated then it could be because you have multiple versions of Java installed on your computer. To check this go to [Start]- [Control Panel]- [Add/Remove Programs] to see if you have more than one Java installation on your systems. Delete all but one version of the Sun Java Runtime Environment. Stick with the validated versions. For the latest validated information visit WebCT's Browser Tune Up Troubleshooting.

 

[FAQs]

 

10. I bookmarked the login page, but it doesn't work. Any ideas?

Many students bookmark their login page for easy and quick access to their login page. However, if a student has bookmarked the second page (login page) a script runs in the background and book marking the second page does not run this script on the server side. So, students should only bookmark: http://webct.csmd.edu

 

11. Everything seems to work except E-Mail. I did a browser check and everything is OK. There are no Java warnings or other error messages. E-Mail just doesn't work. Any ideas?
    
    There might be a couple of issues:
    1. Are you double clicking the e-mail link? Some people will do that by mistake and it puts the message window behind the main window. Not likely the problem, but possible. The solution: only single-click on the link.
    2. If pop-up windows are working properly for other tools except for the mail tool, it's likely caused by a 3rd party Internet Security Suite software like Norton Internet Security and McAfee Internet Security Suite, so to begin, you can focus on those software and see if you can configure them to disable the pop-up blocker for WebCT.
    
    If students can see the messages in the mail box but not open them to read the content, it definitely points to a blocking issue (script, pop-up window, etc.).
    
    Pop-up blocking functions are included in some anti-virus, internet security, personal firewall, and browser programs. Some common software that provides pop-up blocking functions include:
    * Zone Alarm Pro
    * Google Toolbar
    * Yahoo! Toolbar
    * MSN Toolbar
    * AOL 8.0 and later
    * Safari browser
    * Microsoft Windows XP, Service Pack 2
    * ICQ Toolbar
    * Mozilla browser
    * Netscape browser
    * Firefox browser
    * Norton Internet Security
    * McAfee Internet Security Suite
    
    In particular, the Norton and McAfee products have been known to be able to by-pass our pop-up blocker detector and goes undetected. It would allow certain pop-ups from the site (e.g. discussions) but not others (e.g. mail).
    
    Students will need to disable the relevant setting in the program or set the Blackboard CE6 server as an allowed site.
    
    [FAQs]
    
     
12. When I finished a quiz in WebCT Then clicked the Finish button on a quiz, the screen went white (instead of displaying the View Results page).
    If a student closes the primary browser window (the one containing the link to the quiz) after starting a quiz, when they submit the quiz the "View Results" page will not display.[FAQs]
    
     
13. I can't play Real Media video files in my browser, I get an error saying "rtsp is not a registered protocol." How can I fix this problem? Please follow these instructions.[FAQs]
     
14. The problem that I am experiencing is that IE will not allow the "File Download" prompt to appear within the course as it blocks it like it normally blocks pop-ups. How do I download files?
    In IE , we have previously avoided these problems by enabling automatic prompting for downloads. This is found in the Internet Options window, on the Security tab by clicking the "Custom Level" button. In the security settings window at the "Downloads" section you can enable or disable "Automatic prompting for file downloads." When enabled, the end user should receive the standard open/download/close options and not the security bar.[FAQs]
     
15. My Computer Applet Freezes When Uploading Files
    When attempting to upload a file using the My Computer applet, Internet Explorer freezes and the user is unable to continue without closing the browser and logging back in. This issue appears to be limited to users using a Windows XP system with hyper-threading turned on while browsing the site using Internet Explorer. Users must also be running Java 1.5.0_07 or higher. Blackboard is currently working to identify a resolution for this problem.
    Workaround: There are two possible workarounds to this problem. As stated previously, Blackboard is working to identify a more permanent solution. Users may be able to do either of the following to alleviate the problem:
     
    1. Turn off hyper-threading on their system or
    2. Change the Windows "view" from Windows XP to "classic"

    At this time, we believe this to be a problem related to the way the Java Runtime Environment (JRE) interacts with elements of a hyper-threaded system and are pursuing further information from Sun to help determine whether the problem needs to be addressed at the Operating System, Java code or Blackboard Vista code level. [FAQs]
     

16. I am having problems opening your course e-mail or composing a message?
    If you're having problems opening your course e-mail or composing a message, you probably have Norton Internet Security 2006. This software blocks some popups like the Compose message tool, and will need to be disabled to use Blackboard.
    See tutorial at: http://www.pcc.edu/resources/help-desk/nis2006.html [FAQs]
    
     
17. Other Ideas when faced with browser configuration problems

    If you suspect a problem with your web browser or computer system, try logging into the Blackboard site on a different computer (like a friend's computer, or your computer at work). If all the computers in your house have a problem connecting, but other computers do not, then it is probably a problem with the network configuration in your house. If one computer in the house does not connect, but the others in your house do, it is probably a problem specific to the web browser on that computer.
     

    Blackboard CE 6 has very specific browser requirements:
     

    1. You must be using a supported web browser.
    2. You must have an approved version of the Java runtime environment installed
    3. You must disable any pop-up blockers or add BB CE 6 as an allowed site for pop-ups. These can be in your web browser, or in add-on programs like the Yahoo! Toolbar, Google Toolbar, etc.
    4. You must have JavaScript enabled.
       When you log in to BB CE 6, an automatic browser check is run to verify your system is set up correctly. If the system is not set up correctly, you will see a warning with instructions on what is wrong and how to correct the problem. Make sure you follow those instructions. If you do not follow those instructions, then the ITS help desk will be unable to provide further assistance.
    5. People often add additional "plug in" programs to their browsers like the Yahoo! toolbar, Google search bar, etc. These can interfere with the correct operation of your web browser with Blackboard CE 6. You may be able to solve browser problems by disabling or removing the plug-ins.
    6. Other factors could affect the browser you are using. For example, you may have a computer virus that broke your web browser. These are extremely difficult to diagnose and fix. In these extreme cases, it may be easier to install a different web browser, such as Mozilla Firefox (http://www.mozilla.org) and use that web browser to access your courses. This will not solve the problem in your original browser, but it should let you access your courses.
       [FAQs]

    18. The HTML Creator is not Working?

    Tuesday, August 19, 2008 the WebCT Administrator uploaded a patch for Blackboard CE8 that should fix the problem with the HTML Creator. The patch updated an outdated Java Security Certificate. We have been able to correct the problems of the HTML creator by accepting the Java Security Certificate. [See screen shot of the certificate]. When this pop-up window appears select the "Run" button. Also select "Always trust content from this publisher", that way the certificate warning should never appear again.
     
    If you are unable to see the pop-up window for the Java certificate check that pop-ups are enabled for this site through the Internet browser. This can be verified by running the "Check Browser Routine" located on the upper right-hand corner of "myWebCT home page". Additionally, if your computer has a Google or Yahoo Toolbar these toolbars might also be blocking pop-ups from this site. Please disable these toolbars to view the Java Certificate pop-up window. Once the Certificate was selected to "Run", the HTML Creator should work.
     
     
    [FAQs]

 

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COLLEGE OF SOUTHERN MARYLAND