MUSO Support - Blackboard Troubleshooting Page

The first step to troubleshooting Blackboard problems is to use the Browser Check.

Click Here to Check your Browser (A new window will pop-up. Resize the window so you can see this page too)

All items should have a next to them. If any items have a next to them you will need to attend to the problem.

If you do have a next to any of the items, then please click on the item below for instructions on rectifying the problem.

Browser Check

Cookies Check

Javascript Check

Pop-up Window check

Java™ Check

Before using Blackboard it is necessary to set your computer up properly

Please note that Blackboard is only certified to work properly using the following Operating Systems:

• Windows XP/2000/Vista

• Macintosh Os X 10.3 (and later).

Any other operating systems (eg Linux) may not work on Blackboard.

MUSO Support is unable to support any problems with operating systems other than Windows / Mac.

While Blackboard will work with most common browsers, not all browsers are compatible.

For your computer to be compatible with Blackboard you will need to do the following:

1. Install Java (It is important that the correct version of Java is installed on your computer.)

2. Download a compatible internet browser (if required) and configure it for Blackboard

3. Turn off any pop-up blockers (eg Google / Yahoo / MSN Live Toolbars, firewalls and antivirus etc)

Please select your operating system:

Windows XP / Vista / 2000

Apple Macintosh (Os X 10.3 or Later)

Blackboard requires cookies to be enabled to be able to access the system properly. Not having cookies enabled can make Blackboard unstable.

The first thing you will need to do is make sure that your browser is set up properly. Please see the Blackboard Browser setup page.

It is also important to make sure that any firewall programs your computer is running is allowing third party cookies to be accessed by http://muso.monash.edu.au . As there are hundreds of firewall programs available on the market unfortunately MUSO Support are not able to assist in setting up every firewall and you may need to contact the firewall supplier to enable cookies for Blackboard..

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While using Blackboard, if you are unable to view discussion postings, quiz windows, and download links, then you need to disable "ad" or "pop-up" blocking.

Pop-ups can be annoying ads that appear, cascading onto your screen over the page you a viewing. Pop-up and ad-blocking software can stop these ads from appearing. Unfortunatly, Blackboard need to be able to "pop-up" windows for things like discussions, chat and so on.

Some software will allow you to add Blackboard as an allowed site, but others will require you to disable the software all together. You can always re-enable it after you have finished using Blackboard.

If your software allows you to add Blackboard as an allowed site, please make sure that you have the following address added:

muso.monash.edu.au

Below is a list of common pop-up blockers and how to disable them for Blackboard.

Program	Solution
Microsoft Internet Explorer 6 and 7	Open Internet Explorer. On the Tools menu, point to Pop-up Blocker, and then click Pop-up Blocker Settings. Type muso.monash.edu.au in the Address of Web site to allow box, and then click Add Click Close .
Norton Anti Spam and Norton Internet Security 2005 and 2006	Open Norton Anti Spam or Internet Security In the main window, on the left side click Norton AntiSpam. Click Pop-up Blocking > Turn Off.
Norton Anti Spam and Norton Internet Security 2004 and earlier	Open Norton Anti Spam or Internet Security In the main window, double-click Ad Blocking. Uncheck Ad Blocking. Uncheck Pop-up Window Blocking. Click OK.
Zone Alarm Pro (all versions)	Add "muso.monash.edu.au" to your "Trusted Zone" For the Zone Alarm manuals, please click here
Google Toolbar	After logging into Blackboard, click the pop-up blocker button . It should now say
Yahoo! Toolbar	If the Yahoo Pop-Up Blocker is blocking something you want to see, there are three ways to override it: Turn off Pop-Up Blocker by clicking the Pop-Up Blocker menu and unchecking Enable Pop-Up Blocker. Press and hold the CTRL key while clicking a link to override Pop-Up Blocker and allow any pop-up windows resulting from the click. Add the source of the pop-up window to your Allowed List by clicking the Pop-Up Blocker menu and selecting Always Allow Pop-Ups From.... Then select the site from the Sources of Recently Blocked Pop-Ups list and click Allow.
MSN Toolbar	On the Pop-up Guard menu, click Allow Pop-ups for this Site
AOL 8.0 and later	To set your pop-up preferences: Sign on to AOL. On the AOL Toolbar click Settings, and then click Preferences. On the "By AOL Feature" tab, scroll down to click Pop-ups. Follow the online instructions.
Safari Browser	Choose Preferences from the Safari menu and click Security. Make sure that the checkboxes to use plug-ins, Java, and JavaScript are selected and that the "Block pop-up windows" checkbox is not selected.

You will need to have the Sun Microsystems Java Runtime Environment (JRE) software installed in your browser in order for certain areas of Blackboard to function properly (minimum requirements are version 1.5.0_04 or later).

The current JRE version recommended by MUSO Support for use with Blackboard is JRE 1.5.0_12 (Java 1.5 Build 12)

Windows XP/2000/Vista Java Installation Instructions

MAC Os X Please Visit the Apple Website for Java Downloads