Blackboard Known Issues

The following page is the set of known errors in Blackboard Learn. Some of these problems have workarounds or solutions, which we have listed below. If you do not see the error that you are getting and you would like to report one or ask for help, contact the UKIT Service Desk at 218-HELP (4357) or email 218help@uky.edu.

Blackboard System Status

Since the start of the semester, faculty and students have reported several issues with Blackboard. These issues include general slowness, inability to login, 508 errors, frozen pages while taking quizzes and the inability to upload content.

Our UK Support team has worked closely with Blackboard Support to resolve these issues. To date we have made the following changes to our system
1. Installed a patch to address a Safari Bug
2. Installed a second patch to address 508 errors
3. Made configuration changes to our system
4. Changed our Login Page

We are continuing to gather information about the individual issues that users are experiencing problems. Our team will post daily updates here to keep faculty, students and staff informed.

Update 9/29/14: Blackboard performance appears to be returned to normal. The Blackboard team asks that any problems with performance be reported to the Service Desk as soon as possible at 218-HELP. Thank you!

 

This update was sent to deans on 9/18/2014

Good morning, Deans,

I wanted to take a moment this morning to share with you an update about Blackboard. Please share the message with your faculty, as well.

As many of you are aware, our faculty and students have experienced difficulties with Blackboard this semester.  Currently, although Blackboard (the vendor) has provided several changes to address specific issues, users continue to experience slowness intermittently: slow to log in, pages freezing during quizzes, and very slow work in the gradebook. The slowness is not consistent across users or user sessions. It does appear, however, to be occurring on at least one other campus using the current release of Blackboard.

Our eLearning staff have made personal calls and exchanged many emails directly with faculty and students to talk about what they are experiencing and provide personalized help or, at least, a sounding board.  Our next steps include speaking with other universities experiencing similar issues and approaching Blackboard as a group. In the meantime, we will work diligently with individual faculty to find ways to meet their needs, including using other software that may provide relief for them and their students.

We are keeping a Known Issues page current here: http://www.uky.edu/acadtrain/blackboard/issues. I will add that these issues have not escaped the attention of the LMS Selection Committee, which will be wrapping up their work this fall. Please watch for an announcement of Town Hall meetings on LMS selection recommendations.

Regards,

Patsy

This update was sent to deans on 9/22/2014

Good afternoon, Deans,

Here is an update with where we are with Blackboard today. Please share with your faculty, as I know they have quite a lot of pain associated with this issue.

·         Multiple colleges have reported the intermittent issues with Blackboard still exist. Some faculty and students have no problems; others have nothing but problems. It is clear that those problems do not represent user error.

·         I have contacted the vendor, escalated the issue even further with their management, engaged our customer advocate, and plainly stated that the problem must be resolved now.

·         We now have a team from Blackboard fully and continually engaged, and we have been communicating constantly. The vendor has identified a problem in the gradebook portion of the software that they believe is the culprit. Such an error would also make logins extremely slow.

·         Our staff is helping provide access on our end for Blackboard to apply a solution directly.

I will continue to update you, but please do not hesitate to contact me directly. I am staying engaged with Blackboard and our staff to keep everyone communicating and troubleshooting to reach resolution.

Thank you,

Patsy


Known Issues


Some SafeAssignments do not store assignment submissions - New: September 15, 2014

Some SafeAssignments are not viewable after the paper has been successfully submitted. Blackboard Support has confirmed that there is a problem processing papers. The Safeassign team is woring to resolve te issue.

Workaround: There is no known workaround.


Blackboard won't print more than half a page to one page - Update: August 27, 2014

There is a bug in the current version of Blackboard that is causing this issue with printing.  You will not be able to print from your browser and get more than a half a page or so to print.  This will be fixed in a later version of Blackboard, but we currently have no ETA on when that will occur.  This problem occurrs in all browsers.
 
In the meantime, the best workaround is to highlight all the text on the page, push CTRL+C on your keyboard (or right click and choose Copy), and then paste all the text into something like a Word document (by using CTRL + V or right clicking and choosing Paste).  You can then print from there.
 

Submitted Documents appear garbled when viewing/grading in Blackboard Update: July 7, 2014

There is a bug with our current version of Blackboard that causes documents viewed with the Crocodoc grading software to appear garbled, with lines of text appearing stacked on top of one another.  This is a conflict between Internet Explorer 11 and our current version of Blackboard.  

This bug should be fixed with the next update to Blackboard which will be implemented at UK in August 2014.

In the meantime, there are 2 workarounds for this issue:

- Simply use another browser, such as Google Chrome, Mozilla Firefox, or Safari.  These browsers can all be easily found with a web search.

- Change Internet Explorer's Document mode.  To do this, open Internet Explorer and follow these steps:

  1. Push F12 to open the Developer Panel at the bottom of your screen.
  2. Click on the arrow under the icons on the left until you get to the end of the list.  You will see an icon that looks like a computer monitor with a mobile device next to it.
  3. Click on the icon as described above.
  4. In the panel to the right of this icon, the top left option will say "Document mode."
  5. Click on the dropdown box and change it from "8 (Default)" to "Edge."
  6. Push F12 again to close the Developer Panel.
  7. Documents in Crocodoc should now display correctly.

 


Test answers/Feedback not viewable by students after Exam is no longer available Update: June 5, 2014

There is a bug with our current version of Blackboard that will cause students to be unable to view the Feedback for a test (including correct answers, if set that way) after the test is no longer available. This is caused by using the Show Feedback After Availability End Date in conjunction with Test Availability Exceptions. If one or more students are set up to have Test Availability Exceptions, then that test will not display to any students if also set to Show Feedback after the Availability End Date.

This bug should be fixed with the next update to Blackboard which will be implemented at UK in August 2014.
 
In the meantime, the official workaround is as follows:
 
Under Show Feedback (When option) choose "On Specific Date" and then enter the date and specific time that you would like for each Exam and Quiz to become viewable to students in their My Grades section. For the tests where you have an exception that is a later date, simply set this date to be after that exception test date. You may also choose the option "After Due Date.

 


Lecture videos will not play in Blackboard course -  RESOLVED: June 5, 2014

There is a problem with viewing Lecture videos that has to do with Mixed Content (sometimes referred to as Secure and Non-secure content).  In order to view the lectures, you must configure your browser to display this Mixed Content or else tell it yes if a popup asks you if you want to display it. 

You may need to reload the page after changing a setting before the videos show up.

Here are instructions, with links to original websites, where you can find instructions for each browser:

 

 

 

Internet Explorer

 

Windows 8

To Disable/Enable/Prompt the “Only secure content is displayed” message:

1.      From the start screen, type Internet Options.

2.      Tap or click the Settings option below the Search box, and then tap or click Internet Options.

3.      Tap or click the Security tab, and then tap or click the Custom Level.

4.      In the Settings box, scroll down to the Miscellaneous section, and under Display mixed content choose prompt.

Windows 7/Vista

To Disable/Enable/Prompt the “Only secure content is displayed” message:

1.      Start Internet Explorer.

2.      On the Tool menu, click Internet Options.

3.      Click the Security tab, and then click Custom level.

4.      In the Settings box, scroll down to the Miscellaneous section, and under Display mixed content choose prompt.

Source: http://support.microsoft.com/kb/2625928#method1

 

Mozilla Firefox

If you need to allow the mixed content to be displayed, you can do that easily:

1.      Click the shield icon Mixed Content Shield in the address bar (on the left) and choose Disable Protection on This Page from the dropdown menu.

2.      The icon in the address bar will change to an orange warning triangle Warning Identity Icon to remind you that insecure content is being displayed.

To revert the previous action (re-block mixed content), re-visit the page in a new tab.

Source: https://support.mozilla.org/en-US/kb/how-does-content-isnt-secure-affect-my-safety

 

Google Chrome

To enable insecure content (override the alert for the page):

1.      Click on the shield icon in the address bar (on the right) and choose to load the insecure content.

2.      The ‘https:’ at the beginning of the address will change from green to red with a slash running through it to indicate that the page is now running mixed content (not fully secure).

Source: https://support.google.com/chrome/answer/1342714?hl=en

 

Safari

Configuring Safari Mixed Content Settings

Safari does not show a warning for normal mixed content websites. However, select site options (such as forms) may trigger a warning. If this is applicable to your operating system and version of Safari, use the steps below for configuration options.

1.      Open the Preferences dialog by selecting "Preferences" from the "Safari" menu.

2.      Safari Preferences

3.      Select the "Security" icon near the top of the dialog.

4.      Ensure that the "Ask before sending a non-secure form to a secure website" option is unchecked.

Source: http://presentations.inxpo.com/Help/VTS/ShowMe/ProblemsBeforeLogin/ShowMeSafariMixedContent.htm

 

 

 


Some students are receiving the error message “Sorry, we do not think you are logged into SafeAssign.  Your session may have timed out. If you have received this message in error, please contact your system administrator” when they attempt to submit an assignment.   (RESOLVED: June 5, 2014)

Workaround:  How to fix this error differs depending on the browser you are using to access Blackboard.

  • Safari

    1. Open Safari
    2. Click on Safari in the upper left corner of your screen
    3. Click Properties
    4. For Safari 5 and earlier, click Security and change the Accept Cookies setting to Always
    5. For Safari 5.1 and later go to The Privacy tab and change Block cookies and other website data to Never

 

  • Internet Explorer 9 and later

    1. Open Internet Explorer
    2. Click on the gear symbol in the upper right corner of the screen
    3. Click the Privacy tab
    4. Click the Advanced button
    5. Select the option Override automatic cookie handling
    6. Under First-party Cookies, select Accept or Prompt
    7. Under Third-party Cookies, select Accept and Prompt (Selecting prompt means that each time a website tries to send you a cookie, you will be asked if you would like to accept it or not)
    8. Click OK

 

  • Mozilla Firefox

    1. Open Firefox
    2. Click on Firefox in the upper left corner of your screen
    3. Click Options
    4. Click on the Privacy tab
    5. Under History, to the right of Firefox will: select Use custom settings for history from the drop-down menu
    6. Make sure that Accept cookies from sites is checked
    7. Select Always from the drop down menu to the right of Accept third-party cookies
    8. Click OK

 

  • Google Chrome

    1. Open Chrome
    2. Click the menu icom in the upper right portion of Chrome, and select Settings
    3. At the bottom of page, click Show advanced settings
    4. Click the Content settings button
    5. Under Cookies, ensure Allow local data is not checked
    6. Click Done on the lower right side
    7. Restart Chrome in order for the changes to take effect

Grade Center column for deleted SafeAssign assignments are not removed from the Grade Center.   (Updated: Feb. 14, 2014)

If a SafeAssign assignment is deleted, the corresponding column in the instructor’s Grade Center is not deleted from the grade center.

Workaround:  The instructor must delete the column in the Grade Center manually.

 


Sending email to large number of users (100+) may result in error: HTTP Error 404.15 - Not Found. The request filtering module is configured to deny a request where the query string is too long.   (Verified: Feb. 11, 2014)

If you see this error after sending an email, the email has been sent, and you should receive your copy as usual. The problem is that with the large number of users, the URL is too long to display the "success" message to the sender.

 


Courses that are unavailable to students based on dates appear on the Course List module.    (Verified: Mar. 14, 2014)

Workaround:  Currently there is no workaround for students. Instructors can change the available option from date restricted to No.


 

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