| Blackboard Student Orientation |

Accessing your WebCT course

• I cannot remember my username and/or password.
• I am entering the correct username/password and I still cannot login.
• I just registered for a class and I cannot see it.
• I do not see my course listed.
• I am being denied access to my course.
• When I click on a course I am told that "The selection is not available yet."
• WebCT says that I am not using a compatible web browser.
• WebCT says that I am not allowing pop-up windows.
• WebCT says that I am using an incompatible version of Java.

Accessing course content

• I do not see an item that my instructor says is available to students.
• Mail doesn't work.
• Can I forward WebCT emails to my personal email account?
• I cannot attach files. The My Computer icon is not visible.
• My test will not launch after I click on "Begin Assessment."
• I do not see one or more of my grades in a course.
• WebCT says that I cannot access the chatroom in preview mode.
• Nothing happens when I try to access the chatroom.

Contacting Support

• None of this helped. How do I contact you?

- I cannot remember my username and/or password.

Please use your Atlas username and password to access WebCT (they are case sensitive!) If you forgot your password, please visit this page to reset it. Your WebCT password will change to your newly selected password overnight (we are currently working on speeding up this process.)

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- I am entering the correct username/password and I still cannot login.

Access to courses is given 5 days prior to the start date of the course.

Not all courses have a WebCT component. Also, some online courses are hosted outside of WebCT. Please contact your instructor for further information.

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- I just registered for a class and I cannot see it.

Access to courses is given overnight. If you just registered for a class today, please try again tomorrow (we are currently working on speeding up this process.)

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- I do not see my course listed.

Access to courses is given 5 days prior to the start date of the course.

Not all courses have a WebCT component. Also, some online courses are hosted outside of WebCT. Please contact your instructor for further information.

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- I am being denied access to my course.

You may have been dropped from a class. Please contact the business office for further assistance.

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- When I click on a course I am told that "The selection is not available yet."

This message means that the instructor has not set up the course yet. Please contact him or her for further assistance.

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- WebCT says that I am not using a compatible web browser.

Windows users should be using Internet Explorer 6 or Netscape 7. Support for Internet Explorer 7 and Firefox should be implemented by the Spring term, however, other than receiving this warning, Internet Explorer 7 seems to work properly in WebCT.

Macintosh users should be using Safari 1.2 or later. Support for Firefox should be implemented by the Spring term.

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- WebCT says that I am not allowing pop-up windows.

A pop up blocker may still be in effect. Please double check that your Internet Explorer pop-up blocker is turned off by going to the Tools menu and selecting Pop-up Blocker.

If you have the Google and/or Yahoo toolbars installed, please be aware that these also come with built-in pop-up blockers which must also be disabled. Look in the preferences screens to turn those pop-up blockers off.

Finally, some Internet security type software such as Norton Interest Security include pop-up blockers. Those should be disabled as well.

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- WebCT says that I am using an incompatible version of Java.

Please visit www.java.com to download and install the latest version of Java.

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- I do not see an item that my instructor says is available to students.

The content may be available in between two dates, you may be trying to find this content before or after this date range. Please contact your instructor for further assistance.

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- Mail doesn't work.

You may be double-clicking on the mail link. Check behind the WebCT window to see if it was sent to the back.

If you still cannot find the mail window, then there is a good chance that pop-up windows are still being blocked even if WebCT was unable to detect this. Please review this pop-up blocker FAQ entry for more information.

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- Can I forward WebCT emails to my personal email account?

WebCT has an internal mail system. Each message is contained within each course and cannot be forwarded to an external email address.

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- I cannot attach files. The My Computer icon is not visible.

When you first log in, you are asked if you'd like to run the Java applet. You must click on "Yes" or "Run" or "Grant" (depends on the version of the browser you are running.) If you have an option that says "Always", you should click on that so that it never asks again.

If after following those instructors you still have this problem, go to the TOOLS menu, select Internet Options, click on the Advanced tab, see if youhave a category called "Microsoft VM" and if so, make sure all 3 checkmarks underneath are NOT checked. Restart your computer and try again.

If none of this helped, go to the Control Panel, Add/Remove Programs and uninstall ALL versions of Java that you can find. Then go to www.java.com and download and install the latest version of Java. Restart your computer and try again.

Also, make sure that you are using a compatible browser.

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- My test will not launch after I click on "Begin Assessment."

Some tests launch in a new window. Please review this pop-up blocker FAQ entry for more information.

Other tests require the Respondus LockDown Browser. WebCT will inform you of this requirement using red text at the top of the page and include software download information for both Windows and Macintosh computers. After downloading and installing the software, you must click on the LockDown Browser icon to access WebCT and then take the test.

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- I do not see one or more of my grades in a course.

Some grades may have not been released to students. Please contact your instructor for further assistance.

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- WebCT says that I cannot access the chatroom in preview mode.

This error occurs when you access WebCT 6 using a link inside of WebCT 4. To resolve this issue, please login going directly to WebCT 6. The address is http://webct.valenciacc.edu

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- Nothing happens when I try to access the chatroom.

The chatroom launches in a new window. Please review this pop-up blocker FAQ entry for more information.

You may not have not have the correct version of Java. Please review this Java FAQ entry for more information.

You may not be using a compatible browser. Please review this browser FAQ entry for more information.

The router in your home, or the system administrator at your location, may be blocking certain ports that must be open in order for the chatroom to function. For the chat port 4445 TCP/IP must be open. For the whiteboard ports 4567 UDP, 4568 TCP/IP must be open.

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- None of this helped. How do I contact you?

Help is available 24 hours a day by phone at 407-582-5600. You can also contact us by e-mail by filling out this form. E-mails are answered during regular business hours Monday through Friday except for holidays.

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