Troubleshooting Access Problems

for All Users

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...).