Current Status of Blackboard
January 16, 2012
Ball State's Blackboard system was upgraded to Release 9.1 SP7HF1
This upgrade does not feature substantial changes to the interface or existing features but will address several current issues.
Some users experienced access denied error message while taking tests.
When taking exam, a green check mark is placed next to “Saved” button as you move to the next question.
Auto submitted, auto graded, timed assessments with multiple attempts no longer displays status as “Needs Grading” after the first attempt is completed. With Service Pack 7, status displays as “Submitted”.
Blackboard users opening Office documents (Word, Excel, PowerPoint, etc.) while accessing Blackboard from Internet Explorer (IE) may be asked to re-authenticate to access the document.
Missing Plugin is displayed for Mac users accessing PDFs added with Content Item, File and Learning Module.
Students using an older version of Respondus LockDown Browser with Blackboard 9.1 SP7 are not able to click “Save and Submit” button at the end of an exam. This issue has been resolved with SP7HF1.
We inherited the same enhancements that came with SP6.
Needs Grading
Timed Assessments
Interactive Rubrics
December 8, 2011 - 12:30 pm
Overnight Blackboard Support Monthly Statistics
October 2011
• Calls answered within *agreement levels: 96%
• Highest one call wait time: 7 minutes
• Total Calls:95
• Calls answered after *agreement levels: 3%
• Calls abandoned after *agreement levels: 1%
*Agreement answering levels
• Calls abandoned by caller before 3 minutes during peak time and before 2 minutes during nonpeak times are not included in the statistical breakdown
• average call answered in 3 minutes or less during peak times
• average call answered in 2 minutes or less during nonpeak times
Wednesday, November 23, Blackboard will be down between 7AM – 12PM for the installation of service pack 6. This is a minor upgrade to address the following issues we are currently experiencing:
1. Not sorting student names based on last, then first in Grade Center
2. Calendar off by one day
3. Calendar displaying in European format
4. Calendar incorrectly displaying items due
5. Draft feedback displayed to students
6. Issues with SlideShare Mashup
In addition, service pack 6 will provide us with gradeable rubrics. Please watch your email and visit the New Learning Technologies website at http://bsu.edu/nlt to find out about this exciting new Bb feature and training opportunities.
As always, if you have any questions or concerns, feel free to contact Yasemin Tunc at 5-5902 or via email at ytunc@bsu.edu.
October 5, 2011 - 11:00 am
Respondus Lockdown Browser Update - The following UTS labs are now available to utilize Respondus Lockdown Browser for Blackboard testing, CN313 (cn_313), Student Center (sc_cbt) and RB 134D (rb_cbt).
October 4, 2011 - 5:15 pm
We have been experiencing problems with Respondus Lockdown Browser which ties directly to the Blackboard testing environment. Students in the labs when accessing an exam requiring Respondus Lockdown Browser were receiving expiration notices. The problem has been isolated and we are now correcting the issue. The testing labs CN313, the Student Center, and RB Main will all be operational with Respondus Lockdown Browser for Blackboard exams by the end of the day Wednesday October 5. Thank you for your patience.
September 27, 2011 - 5:00 pm
In an effort to determine why some people are seeing issues with Blackboard tests timing out, UTS has been testing different scenarios to try and duplicate the issue so that the issue can be resolved. Click here to view the results of the initial testing.
September 27, 2011 - 4:00 pm
Overnight Blackboard Support Weekly Statistics - Wait times for calls to be answered
Tuesday 9/20 through Monday 9/26
Daily from 4 pm to 8 am the next day and 24/7 weekends
• Calls answered within *agreement levels: 84%
• Highest one call wait time: 5 minutes
• Total Calls:26
• Calls answered after *agreement levels: 8%
• Calls abandoned after *agreement levels: 8%
*Agreement answering levels
• Calls abandoned by caller before 3 minutes during peak time and before 2 minutes during nonpeak times are not included in the statistical breakdown
• average call answered in 3 minutes or less during peak times
• average call answered in 2 minutes or less during nonpeak times
September 26, 2011 - 10:30 am
Overnight Blackboard Support Weekly Statistics - Wait times for calls to be answered
Wednesday 9/13 through Monday 9/19
Daily from 4 pm to 8 am the next day and 24/7 weekends
• Calls answered within *agreement levels: 93%
• Highest one call wait time: 7 minutes
• Total Calls:32
• Calls answered after *agreement levels: 5%
• Calls abandoned after *agreement levels: 2%
*Agreement answering levels
• Calls abandoned by caller before 3 minutes during peak time and before 2 minutes during nonpeak times are not included in the statistical breakdown
• average call answered in 3 minutes or less during peak times
• average call answered in 2 minutes or less during nonpeak times
September 23, 2011 - 7:00 am
In the past two weeks Unified Technology Support (UTS) and our Blackboard 24/7 support partners have seen an increase in students having difficulties in successfully completing Blackboard exams. We have a number of incidents where students have had exams freeze and will not allow them to continue to the next question or where Blackboard has lost connection and sends the student back to the login page. According to our Blackboard 24/7 partners this is not unique to the Ball State environment. We are working with Blackboard, as are many institutions, to mitigate this problem as soon as possible. We have implemented in the past 24 hours one configuration that may alleviate some of the problems but not all. We will be monitoring those changes throughout the day.
We understand the importance of the testing environment in Blackboard and how important it is to make sure that we reduce the technical difficulties for everyone using Ball State University resources. We will keep you updated on our UTS Blackboard web site www.bsu.edu/helpdesk/blackboard as we have them.
Below you will see some tips that may assist everyone in completing exams successfully while taking Blackboard tests on and off campus.
Ball State recommends the most recent Firefox browser for all Blackboard interactions. Download site
www.mozilla.com The following technologies are not supported:
• Internet Explorer 6 and Internet Explorer 7
• Firefox 1.x, 2.0, 3.0, and 3.5
• Safari 2.0, 3.x (or any version on Windows)
• Mac OSX 10.4 "Tiger"
• Java 5 The latest version of Java can be downloaded from
www.java.com Non-Static Connection – If you have less than a strong wireless internet signal or an inconsistent signal this can cause a dropped connection which would then disconnect you from the Blackboard environment. Use a wired connection or ensure your wireless connection is good to excellent on signal strength.
Never use the browser navigation buttons to move between questions in an exam or to refresh the page. Professors have the option to prevent backtracking. If you use the browser button to back track then you will get an error page and may not be allowed back in the exam. It is safe to use the button within Blackboard to navigate between questions.
Periodically (every two to three minutes) click the “Save” button at the top or bottom of the page. This will prevent your connection to the server from timing out.
Time taking the exam: Try not to take the exam close to the exam end date and time. Allow yourself enough time to take the exam with enough time to spare so that if a problem occurs you will have time to notify your instructor of any technical difficulties.
Please call the Technology Helpdesk if you continue to experience problems with Blackboard exams 765-285-1517.
If you have any questions please feel free to e-mail dlutz@bsu.edu.
Dan Lutz
Director, Unified Technology Support
765-285-5479 tel
September 16, 2011 - 1:00 pm
Overnight Blackboard Support Weekly Statistics - Wait times for calls to be answered
Tuesday 9/6 through Monday 9/12
Daily from 4 pm to 8 am the next day and 24/7 weekends
• Calls answered within *agreement levels: 75%
• Highest one call wait time: 8 minutes
• Total Calls:32
• Calls answered after *agreement levels: 19%
• Calls abandoned after *agreement levels: 6%
*Agreement answering levels
• Calls abandoned by caller before 3 minutes during peak time and before 2 minutes during nonpeak times are not included in the statistical breakdown
• average call answered in 3 minutes or less during peak times
• average call answered in 2 minutes or less during nonpeak times
September 7, 2011- 11:00 am
Overnight Blackboard Support Weekly Statistics - Wait times for calls to be answered
Wednesday 8/31 through Monday 9/5
Daily from 4 pm to 8 am the next day and 24/7 weekends
• Calls answered within *agreement levels: 86%
• Highest one call wait time: 11 minutes
• Total Calls: 43
• Calls answered after *agreement levels: 12%
• Calls abandoned after *agreement levels: 2%
*Agreement answering levels
• Calls abandoned by caller before 3 minutes during peak time and before 2 minutes during nonpeak times are not included in the statistical breakdown
• average call answered in 3 minutes or less during peak times
• average call answered in 2 minutes or less during nonpeak times
August 2011
The Blackboard Current Status Update postings for August 2011 have been archived into a single document. Click the following link to view the document. August 2011 Blackboard Current Status Posting.
Blackboard Overview
Blackboard (Bb) is a Web-based course-management system that provides a means for faculty to deliver course content to students. Faculty may create online assessment exams, host discussion forums, and make files available to their students.
Ball State is currently running version 9.1 of Blackboard. We have compiled a list of Tips for Using Blackboard and Known Issues for this latest verison of Blackboard.
Getting Help with Blackboard
If you have questions about Blackboard or would like technical assistance, contact the Technology Helpdesk via email to helpdesk@bsu.edu or by calling 285-1517 or toll free 1-866-771-3276. In additon, you can view Blackboard TechClips: How-to Videos, which provide answers to common Blackboard questions. You can also check out the Blackboard Frequently Asked Questions.
Blackboard Training
Faculty and others who have teaching responsibilities can register for a Blackboard training class, by visiting the training registration site. Additionally, if you prefer a presentation or a specific training workshop for your unit or department, please contact Yasemin Tunc at 765-285-5902 to schedule a time.