The problems listed below are scenarios of common problems reported by MyCommNet/Blackboard users. Read the problem statements. If a situation applies to you, try the potential solutions. If none of the troubleshooting solutions work, please contact Distance Learning during our office hours at 860-343-5756 (Mon-Fri, 8:00 am – 5:00 pm) or Support Center at 860-723-0221.
Scenario 1. Problems regarding not being able to get to your online course site.
A. You are not able to get to MyCommNet web site. You got a page not found error.
Make sure that MyCommNet address is written as my.commnet.edu. There is a period in between “my” and “commnet”.
B. You get to MyCommNet site, but you cannot log on with your NetID and Password.
We have designed a special page designated assisting you with this problem, click here to see how you will resolve it.
C. You are able to log on to MyCommNet on a campus computer but not on your home computer.
Two possible reasons: (1) Additional firewalls or filters installed on your computer prevent the proper transfer of Net ID and password information to myCommNet. (2) You use Internet Explorer 10, incompatible browser, attempting to log on to MyCommNet.
(1) Turn off any additional firewalls such as E-Zone or allow myCommNet site as an exception in your firewall protection program. Some virus protection software such as Norton Utility Virus Protection has firewalls turned on as default. Turn the firewall off on your Virus protection software. For help with changing the firewall settings, consult the help utility in your software program, visit the software company’s web site for more information, or obtain from the web site contact information for support specialists.
(1) or (2) Use Google Chrome as the browser to access your online class.
Go to Download Center at MxCC Distance Learning site. Download the compatible version of Google Chrome for PC.
Install Google Chrome by double-clicking the Chrome .exe file and then follow installation steps.
After the Google Chrome is installed to your computer, you need to turn the pop-up blocker off. Open Chrome. Go to the setting icon at the upper right corner. Select “Settings”. Scroll all the way down and select “Show advanced settings”. Under “Privacy”, select “Content settings…”. Scroll the vertical bar down until you see Pop-ups. Keep “Do not allow any site to show pop-ups” checked. Click on “Manage exceptions”. Enter Blackboard Learning address, http://learn-cc.ct.edu” and “http://my.commnet.edu”. Click on Done. This will allow pop-up window to show when you work with Blackboard and MyCommnet.
D. You have successfully logged on to MyCommNet, but when you click on Blackboard icon, you got a blank screen or an error message.
The first thing you should do is conduct a browser check. The browser check result shows a problem marked by a red X with explanation. You MUST disable all pop-up blockers in order to get to Blackboard. Click here for instructions on how to disable pop-up blockers. Many of our users have multiple pop-up blockers on the browser. The instruction shows you a few ways on disabling pop-up blockers; but on your computer, you may have a pop-up blocker that is not listed in the instruction. You may conduct a browser check again for final verification that all pop-up blockers have been disabled.
Additionally, you may have to clean browser cache to get to Blackboard. Click here for how to clean up browser cache.
E. You are in “My Institution” page, but your online course is not listed.
Your online course is listed in My Institution page starting seven days prior to the first day of your course. Click here to see the exact date when you are able to view your online courses in “My Institution” page in Blackboard for upcoming semester.
Within seven days prior to a semester:
(1) Right after registering, if your online course is not listed in My Institution, you may have to wait up to 24 hours or more.
(3) Your course on My Institution disappeared suddenly. Contact Records Office at 860.343.5724; you may have a hold in our system because your payment to the course does not go through, your financial aid fund is not disbursed to the course, or any other paper work to pay for the course has not been completed appropriately.
(4) The course listed on My Institution page is not the course you meant to register. Contact Records Office at 860.343.5724 to switch to the right course.
F. Your online course is listed in My Blackboard page, but when you clicked on the course name, you got a message saying:
“You are denied access to this course, contact system administrator.” Some professors may deny student access to their online course while they are developing the course. Contact Distance Learning at (860) – 343 – 5756 or firstname.lastname@example.org to verify.
G. Your online course is listed in My Institution page, but when you clicked on the announcement, you got a message saying: “Access Denied”.
This is a system error when you click on an Announcement link under a Course Name in “My Institution”. Click the Course Name to enter the course site.
Scenario 2. Problems when using Blackboard tools
A. While you are in Blackboard, you received a warning message saying that your session times out.
This message is from MyCommNet, which prompts you 30 minute after you signed in. When you see this message, click on Logout button or wait until MyCommNet automatically shuts off. When you see a timeout message, do not click on OK button since this may cause error messages when you work in Blackboard. If by any chance, you clicked on OK and you get error messages in Blackboard, click on My Institution link (upper-right) to exit out your course and then click on your course name to enter again.To avoid this timeout message, once you are in My Blackboard page, exit MyCommNet by clicking Logout (upper-right) in MyCommNet window. Click here to view text instruction. Click here to view Video instruction.
B. You are unable to attach a file in Mail, Discussions, or Assignment drop box.
When attaching a file to an e-mail, discussion message, or Assignment “drop box”, after clicking Browse button, either nothing happens or a JAVA error message displays.This problem is more likely because JAVA plug-in is not installed or enabled on your computer, or you have installed an incompatible version of the JAVA plug-in. Click My Institution link (upper-right), click on “Support and Training” and click on “Check Browser” link (upper-right). The browser check result will indicate where exactly the problem could be.(1) If it indicates you need to have a JAVA installed, click here to see the list of compatible JAVA and download a JAVA plug in. Install the JAVA to your computer.(2) If it indicates that you have a pop-up blocker enabled, you need to disable the pop-up blocker. Click here for instruction.After you complete the above solution, you need to close out browser and log back on to your course. When you are in My Blackboard page, if you are asked to confirm JAVA security certificate, click on Run to make sure JAVA is enabled.(3) If (1) and (2) does not work, you may ensure JAVA is enabled. In your computer, go to Start menu, select Settings and Control Panel. In the Control Panel window, double-click the JAVA icon. Select Advanced tab in the window, click “+” next to <Applet> Tag Support, check Internet Explorer. Then click OK.
(4) If (1), (2), and (3) does not work, you may try to use Mozilla Firefox browser. Click here to download the compatible Firefox for PC.
Install Firefox by double-clicking the .exe file and then following the prompted steps to install it to your computer. Turn the pop-up blocker off in Firefox. Open Firefox. Go to Firefox Tab (upper left), select Options>Options. Select Content icon at top. Uncheck Block Popup Windows. Click OK.
C. You got an error message while taking an online exam
There are possible two reasons to cause such a problem (1) your Internet connection is temporarily off; (2) Your web browser “crashed”, which mostly occurred when using partially tested browsers.Should this problem happens, close out the web browser or even restart your computer. Log back on to your course, click on the page with the exam, click on the exam name, and click on Continue button to finish the exam. This method is to help you get through the problem while taking the exam.To avoid such problem happens again, we highly recommend you use a compatible version of Mozilla Firefox browser while taking an online exam. Instruction can be found under Scenario 2 – b – (4).
D. Answers to exam questions are not saved.
While taking an online exam, you must click on Save Answer button under EVERY question. Do not click on Save All button after you answered all the questions. To verify the answers have been saved, click on Test/Survey Status link at the top of the exam page. The question number with an answer saved will be grayed out. If you are not able to see a question number grayed out when you click on Save Answer, you need to run a browser check see where the problem could be either incompatible browser or JAVA problem. Check browser link is on upper right of My Blackboard page. If the browser check result indicates any problem, follow instruction at the bottom.
E. Images in exam questions do not show.
This might be caused by incompatible JAVA or browser. Click here for a list of compatible JAVA/ and download a correct version of JAVA.
Some courses use testbanks provided by the textbook publisher. Some test questions provided by the publisher do not have images imported when they are loaded to Blackboard. In this case, you will need to contact your professor and your professor may eliminate the questions without images from the online tests.
F. Blackboard Chat or Collaborate Classroom does not work.
You will need to have JAVA Run Time 7_55 installed and enabled on your computer in order to use Chat or Collaborate Classroom in Blackboard. First check to see if you have the JAVA 7_55 on your computer by doing a Browser Check. If you have it, make sure you have it enabled when you are prompted to RUN JAVA. If you do not have JAVA 7_55, Click here to download JAVA 7_55 for windows (32-bit or 64-bit). Click here for instruction on how you can determine whether your computer is 32-bit or 64-bit.
Scenario 3. Problems of AOL or SBC Yahoo users
Other Problems not Listed
You may click here for more problems on Blackboard and possible solutions.