Troubleshoot Common Issues

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Blackboard Issues

  • I recently registered for a course. I do not see the course listed on My Blackboard page when I login or I cannot login to Blackboard. What do I do?

First, your registration must process completely before you will be added to the Blackboard course. Blackboard and Colleague synchronize four times a day. A good rule of thumb is that you will be added to the Blackboard course within 24 hours. However, other factors could add up to 48 more hours to that time, including processing time for the registration to complete, advisor clearances, payments, and holds.
Also, check with your instructor to verify that Blackboard will be used for the course. The instructor may not use Blackboard and he or she may make the course unavailable.

  • I tried to log in, but I got a message that says "Could not log in. Valid authentication credentials were not provided." What do I do

You have either incorrectly typed your username or password. Your username is not case-sensitive, but your password is case-sensitive. Try typing it again.

  • I tried to download a file that was in a course, and nothing happened. What is wrong?

Your browser may have prevented you from downloading the file. Check the top of your browser for a message that indicates it blocked a file or a pop-up. Allow the file to download. You may want to enable automatic downloads in your browser. Troubleshoot file download problems in Firefox, , Chrome, and Safari?

  • I clicked on an item in my course and received a "Contact System Administrator" error along with an error code. What is wrong?

The following is an example of this type of error:

An error occurred. Contact the System Administrator.
For reference, the Error ID is c572bfba-198d-4737-af27-033f1195f962.

This type of error usually occurs randomly and is self-resolving. If you receive this error, clear your cache, cookies, and browsing history, and attempt to access the item again. If you receive the error message multiple times on the same item, write down the error ID or take a screenshot. Send the error ID or screenshot and a description of what you were doing at the time of the error to the help desk.

It is very important to clear out your browser and try again BEFORE you contact the help desk. In a majority of cases, the problem will resolve on its own. Do not contact the help desk until you have attempted to clear out your browser and access the item several times, and can consistently replicate the error.

  • I clicked on an item in my course and received an error message saying, "Access denied" or "Resource not found." What is wrong?

This error occurs when the permissions are not set correctly to view the content in your course. If you receive this error, contact your instructor and inform them of the error. Check with your classmates to see if they receive the same error when trying to access the same items. If your instructor or a technical support specialist informs you that the issue has been resolved, clear your cache, cookies, and browsing history, and attempt to access the item again.

Test or Quiz Issues

  • I was kicked out of a test.

If you are taking a test and get kicked out, contact your instructor first – the help desk will not reset a test for you. Also, be sure to completely clear your cache, cookies, and browsing history before taking a test again.

  • I was in the middle of taking a test when I lost everything.

Unfortunately, the information is probably lost permanently. You will need to recreate the information. If you experience problems during a test and cannot continue, contact your instructor immediately. Blackboard does not have access to your school's Blackboard Learn site and cannot help you with these types of questions.

Here are some reasons why you might lose information that you are entering in Blackboard Learn:

  • The internet connection dropped.
  • The browser was refreshed.
  • Your browser timed out due to inactivity. Blackboard has a security setting that logs you out if it doesn't receive any input for a period of time. That period of time is different from school to school.

The following tips can help you avoid this issue in the future:

  • Use a wired connection if possible when taking a test. Wireless internet connections are less reliable.
  • Do not refresh the browser page.
  • Do not close the browser window
  • Do not click the browser's back button.
  • If possible, write out the text in an external application and then paste it into Blackboard Learn. Working offline first ensures that your work in progress will not be lost.

If you are working in assignments, prior to your test, logout of Blackboard and then login "fresh" to take the test. This helps to avoid timeout issues.


  • I attached a document and submitted my assignment. Blackboard said it was successfully submitted. However, my instructor says there is no file attached.

Ask the instructor to allow you to resubmit the assignment. Be sure the file is saved and not open. Use a browser other than MS Edge or Internet Explorer 11 and submit the assignment again.