Blackboard Login FAQs - Faculty                                  

If you have a specific question regarding using Blackboard, please read through the frequently asked questions below. If you can't find an answer to your question, please contact one of the TIS trainers by clicking here or 24/7 Blackboard Support by clicking here.

1. When I try to log in to Blackboard I am getting an error message. What can I do to fix this?
2. How can I prevent from having to login twice into Blackboard?
3. I can't remember my password. What do I do?
4. I am using AOL (America Online) to log in to Blackboard and I'm having trouble. Why is this?
5. I am using Microsoft Internet Explorer 7 and I cannot log in. What can I do to fix this?
6. Why can't I access Blackboard from my home computer, but I can from another?
7. How do I change my password?

1. When I try to log in to Blackboard I am getting an error message. What can I do to fix this?

Below is a list of common login error messages with possible solutions for each. If your error is not listed, please contact one of the TIS trainers by clicking here or 24/7 Blackboard Support by clicking here.

ERROR: "No authentication credentials were provided with the request."
SOLUTION:  This error indicates that the browser security you are using is set to high. This is usually just a problem if you are using Internet Explorer. Try adding the URL for Blackboard @ SJC (http://class.sjcny.edu) to your browser's list of Trusted Sites. If you are using IE 7, you must apply this change. Please see the related PDF file found here(opens PDF in a new window).

ERROR:  "Could not login. You have not provided valid authentication credentials."
SOLUTION:  This error message usually means that you have typed in an incorrect password. If you are sure that you are using the correct password and still cannot login then you will need to reset your password. Use the "Forgot password?" link on the Blackboard login page.

     The other possible reasons for this error include:
     - You are using the AOL browser to access Blackboard. Please see question #2 below for additional details.
     - You entered your user name and/or password with the CAPS lock key on. Turn it off and try to log in again.
     - You may have mistakenly included @sjcny.edu in the user name field. Your Blackboard user name is only the first part of your SJC e-mail address (up to, but not including, the @ symbol).

ERROR: "An error occurred while the system was processing this login request."
SOLUTION:  This message is an indication that Blackboard does not recognize the username you have entered. Verify that you have correctly typed your username (in lower case letters). SJC Blackboard usernames are created using your first initial and last name – with no spaces in between.

The other possible reason for this error is that you do not have a user account setup in Blackboard. Please one of the TIS trainers by clicking here or 24/7 Blackboard Support by clicking here for further assistance.

ERROR:  "Challenge token null" error and then have to log in for a second time.
SOLUTION:  This error message is almost always caused by creating a bookmark, shortcut or favorite to the wrong entry page. You must always log in to Blackboard from the main page and click on the login button in order for the session cookie (the token) to be created. Please see question #3 below for additional details.

ERROR:  "There was a problem with this login request. Contact the system administrator."
SOLUTION:  You must always log in to Blackboard from the main page and click on the login button in order for the session cookie to be created. Please see question #3 below for additional details.

If your first attempt to login to Blackboard with the correct username and password almost always fails, but the second try succeeds, you most likely have a bad bookmark, shortcut or favorite. Make sure the Blackboard bookmark (shortcut or favorite) in your computer's browser is set to the following address:
http://class.sjcny.edu

Create a new bookmark (shortcut or favorite) for Blackboard pointing to the address above, or edit an existing bookmark (shortcut or favorite) to remove any additional characters that may appear after the .edu. Delete any of your other bookmarks (shortcuts or favorites) that point to a SJC Blackboard page.

Another common reason for login failure on the first try is returning to a timed-out page. If you attempt to access a Blackboard page a few hours after first logging in, you will be asked to re-authenticate. The first attempt to do so on the given page may not go through. The best way to avoid this dilemma is to close your Internet browser, reopen the browser and begin a fresh login session by visiting http://class.sjcny.edu

Verify that you have correctly typed your username (in lower case letters). SJC Blackboard usernames are the same as your WebAdvisor ID.

If you have forgotten your password, use the "Forgot password?" link on the Blackboard login page. If you are still unsuccessful please contact one of the TIS trainers by clicking here or 24/7 Blackboard Support by clicking here.

4. I am using AOL (America Online) to log in to Blackboard and I'm having trouble. Why is this?

The web browser built into AOL does not connect to Blackboard properly. Use an alternate Internet browser to access Blackboard. However, if you use AOL as your Internet Service Provider (ISP) follow these steps to access Blackboard:

a. Connect to the Internet using AOL.
b. Minimize your AOL window once it has connected.
c. Open Microsoft Internet Explorer (there should be a blue E icon for this perhaps on your desktop or quick launch bar), Netscape or Firefox.
d. Type in the address bar http://class.sjcny.edu and press the Enter key.

5. I am using Microsoft Internet Explorer 7 and I cannot log in. What can I do to fix this?

Please read the related PDF file found here(opens PDF in a new window) that outlines the browser configuration changes you should make to IE 7.0 and the known issues with Blackboard and IE 7.0. You can also right click the link and choose "Save Target As" (or Save Link As) if you wish to view it offline.

The information provided in the PDF file relates specifically to use of Blackboard with IE 7. If you are not sure what version you are using, simply open Internet Explorer and click Help-->About. The version number is listed in that window.

6. Why can't I access Blackboard from my home computer, but I can from another?

There could be several reasons why you can't access Blackboard from your home computer, but can from another one (a SJC lab computer, a friend's computer, etc.).

a) If your Internet Service Provider is AOL on the problem computer, do not attempt to login into Blackboard via the web browser built into AOL.  See the FAQ #2 above for further instructions.

b) On the problem computer, try to log in to Blackboard using another browser. For example, if you can't log in through Internet Explorer, try the Mozilla Firefox browser. If you can successfully log in using another browser, then there is a configuration problem with the other browser on the problem computer. You can configure the browser using the directions found at this link.

c) There could be a virus/spyware/malware/adware on the problem computer that is causing issues. Please look online for directions to assist you in the removal or cleaning process.

d) If you are using a firewall on the problem computer, make sure you have configured it to allow access to Blackboard. If necessary, temporarily disable it and try to access Blackboard. Refer to the Help system in the firewall program for further information.

7. How do I change my password?

After logging into Blackboard, it is highly recommended that you change your password from the My Institution page.

1. Click the Personal Information link located on the left side of the screen in the Tools area.
2. Click the Change Password option.
3. Enter your new password in the Password box and then re-enter it in the Verify Password box.
4. Click the Submit button located in the lower right corner of the screen. You will then receive confirmation that the password was updated.
5. Click on the OK button located in the lower right corner of the screen.
6. Click on the OK button one more time to return to the main screen.