Blackboard Information

Steps For Helping A Student Who Can't Log Into Blackboard

If you have a student who says "I can't log into Blackboard", here's the "two-step" version of what to do. (If you want a little more of the background, that's at the end of this message.)

Step 1. Tell the student to try logging into eclass.uu.edu (if off campus) using the same username and same password the student is using for Blackboard. (Even if the student says "I can check my e-mail", have the student try again at eclass.uu.edu.)

Step 2a. If Step 1 does not work, proceed to Step 2b. If Step 1 works (the student can log into vo.uu.edu), tell the student to try logging into Blackboard again. If the student still can't get into Blackboard, you as the faculty member need to get me the following information:
- Student name
- Student ID number
- Course name/section
- [anything else you need to insert here].
You can contact me at rnavel@uu.edu or 731-661-5402. After I receive the information from you, I will investigate the problem and will respond to you.

Step 2b. If the student cannot log into Blackboard and cannot log into vo.uu.edu, tell the student to contact the student helpdesk for a password reset. 731-661-5400 is the Jackson campus student helpdesk. 901-759-0029 ext. 126 is the Germantown campus helpdesk.

More to know:

General comments:
Each person at Union has one unique username/password. The Blackboard username/password is the same as what is used for everything else at Union. There is no separate Blackboard password that can be reset.

Step 1 comments:
- If the student is on campus, trying to log into the campus network using a lab PC works just as well. If the student can't log into the network on campus, see Step 2b.
- It is critical the student uses eclass.uu.edu to attempt the login process. It is also critical to verify the student cannot log in at the time they are telling you about the problem - not an hour or a day or a week ago.

Step 2 comments:
- Computing Services is not authorized to add students to an online course without the request from the teacher of the course. We will also have to verify that the student is registered for the course.
- The student should leave a request with only one helpdesk. Leaving the request at both locations may delay successful login for the student.
- Within 24 working hours of the student leaving his/her account/identity information at the helpdesk, a professional staff member in Computing Services will reset the password to a temporary one. For security reasons, student workers are not able to reset passwords; they are able only to pass along the information to the appropriate staff person.
- As soon as possible after Computing Services resets the student's password, the student must change that temporary password to a new one only the student knows. Otherwise, within a very few uses of the password, it will expire and have to be reset again. The temporary password can be reset on either Union campus in a lab or online at vo.uu.edu. If the student needs help with this process, have him/her contact the student helpdesk.
- Student passwords must be changed every 12 months. Logging into vo.uu.edu on a regular basis to check e-mail should ensure the student being notified that the Union password is about to expire and needs to be changed.