User Guide: Known Issue where enrolled staff and students are not allowed to access courses.
We are seeing an issue with staff and student correctly enrolled on Blackboard but unable to access the course and/or certain content on a Blackboard Ultra course.
This issue is more common with users on Macbooks and using Safari.
Troubleshooting
If you are experiencing this issue please try the following:
Use Chrome or Firefox browsers
We recommend using Google Chrome or Mozilla Firefox to access Blackboard on your device.
Enable third-party / cross-site tracking cookies
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Sites use cookies to:
- give you locally relevant content,
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- remember your site preferences.
For more information, see this Knowledgebase guide about enabling cookies.
Clear Cache and Cookies
You may need to clear cache and cookies from your browser before accessing Blackboard.
For more information, see this Knowledgebase guide about clearing cache and cookies.
Contact Serviceline
If you are still experiencing issues accessing Blackboard courses and you have confirmed that you should have access e.g. you are enrolled as staff or student on a Blackboard course. Then raise a ticket with Serviceline including the following information:
- Course ID of the Blackboard Course you were trying to access (found on the Course list page e.g. ABCD1234-12345-25-26).
- What you were doing when you saw the error code? E.g. accessing the course from the course list page or accessing a particular piece of course content.
- Screenshots of the error. You should also Request Log Code, if shown, and copy and paste that into your ticket.
- A screen recording is also helpful if this is happening regularly.