Blackboard Troubleshooting

These steps are available to students at https://www.uarichmountain.edu/blackboard-access

Note: There is up to a one-hour delay between the time a UARM account is created or re-activated and when Blackboard access is granted. Users whose accounts are very new, or which were inactive and recently reactivated by IT or via the Student Account Maintenance web page may just need to wait it out. Otherwise try the steps below.

1. Go to myapps.microsoft.com and make sure you are not already signed in.
   If you are signed in, sign out by clicking the circle icon in the top right-hand corner, “Sign Out”, and then the account to sign out of. Then try signing into Blackboard again.
   
   
2. Clear your browser's cache then try accessing Blackboard again.
   You can find instructions on how to clear your browser cache by Googling “How to clear cache [Name of your web browser]” (ex: How to clear cache Safari).
   
   
3. Try accessing Blackboard on a different device or different web browser.
   
   
4. If using a Windows PC or laptop with Office 365 installed, press the Windows icon in the bottom left-hand corner of your screen then type “Settings”. Open the Settings app. In the Settings app go to “Accounts” then “Access work or school”. If your UA Rich Mountain student account is listed on that page, click on it then select Remove. Now try accessing Blackboard again.
   
   
5. Email blackboardhelpUARICHMOUNTAIN for additional assistance.

• Are any of your students in the course’s Blackboard roster yet?
  
  If not, wait around 15 minutes. If students do not appear on the roster after that time has elapsed contact blackboardhelpUARICHMOUNTAIN
  
  
• If only some of your students are missing from the Blackboard course roster, confirm that the missing students have activated their UARM account.

 

Note: If you get a bounce-back when emailing the student’s @stumail.uarichmountain.edu email address, their account is not active yet. IT is also able to check whether the student’s account is active.

• Completely sign out of Blackboard then sign back in.
  
  
• The “Current Courses” section of your Blackboard Course List only shows classes Blackboard believes are still in progress. If the semester the class belongs to has not started yet or has already ended it might not show up under “Current Courses”. Try clicking on “Current Courses” and selecting a different filter like the name of the course’s semester.
  
  Note: Template courses should always show up under “Current Courses” because they have no start or end date configured.

 

• On your Blackboard Course List click on “Current Courses” and check for a “Hidden Courses” option in the drop-down menu. If that option exists it means there are some courses you have hidden from your own course list and can view them by choosing that filter.
  
  If you click the … icon next to a course on your course list then choose the “Hide” option the course is hidden only from you and only shows up under the “Hidden Courses filter”. You can unhide those courses by clicking the … icon next to them and selecting the “Show” option.

Blackboard takes automatic backups of all courses at around 2am each night. If the content you want to recover (student grades, student submissions, course content, etc.) existed prior to 2am on the day the data was lost it may be recoverable.

Contact blackboardhelpUARICHMOUNTAIN to request restoration of the course. We will need to know the approximate time frame that the data was lost, a general description of what you are trying to recover, and the id of the Blackboard course section (ex: Fall2022-ENG101-lec-01).

We will restore the most recent backup we think has your data into a new Blackboard section which should not ever be opened to students. Unfortunately, we cannot safely restore over existing Blackboard courses.

If the data is successfully recovered, you will need to manually transfer it back to the original copy of your course. For example, if trying to recover student grades you will need to view them in the restored course then type them by hand into the original course’s gradebook.