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SacCT: System Issues & Resolutions

Issues with the SacCT system are listed on this page. Specific issues that affect only Mac users can be found on the Mac Issues page; while specific issues that only affect Windows users can be found on the Windows Issues page - see links above.

 

Video Streaming Lectures Playback Issue

Problem Description: Students using Internet Explorer and Firefox browsers have encountered several error messages when attempting to playback the most recent video streaming lectures from their SacCT courses. The following are examples of error messages that were reported:

  • We are unable to connect to the content you’ve requested. We apologize for the inconvenience
  • We are unable to connect to the content you've requested. We apologize for the inconvenience. Type Error - Error #1009.
  • We are having problems with playback. We apologize for the inconvenience.

Resolution: Please use the Google Chrome browser to access video streaming lectures from a desktop or laptop computer.  You may also access video streaming lectures from a mobile device such as an iPad or Android device. 

If you do not have Google Chrome on your computer you can install it from:  https://www.google.com/intl/en/chrome/browser/

IRT managed computer labs and laptops checked out through the Service Desk – Laptop Loan Service have the Google Chrome Browser already installed, in the event you would like to access lectures on campus.

Please submit the Video Streaming Support Form to report any issues.

Java Issue: Option for SacCT Built-in Chat & Multiple File Uploads in Content Collection

Problem Description: If you have already installed Java 7 update 51 and are experiencing problems with Chat or Multiple File uploads you will need to uninstall Java 7 Update 51 and reinstall an earlier version of Java 7, such as Java 7 update 45.

  1. Uninstall Java – https://www.java.com/en/download/help/uninstall_java.xml
  2. Reinstall an earlier version of Java – Java 7 Update 45

Java Issue: Java Workaround for Collaborate

Problem Description: If you have already installed Java 7 update 51 and are experiencing problems with Collaborate, follow these instructions:

Windows Users

  1. Open the Java Control Panel – Find the Java Control Panel on Windows
  2. Click the Security tab
  3. Locate the Exception Site List section, click the Edit Site List button to the right
  4. From the Exception Site List window, click the Add button on lower right
  5. Click in the empty field under Location and then enter https://collaborate.csus.edu
  6. Click OK to save the URL
  7. From your SacCT course or Collaborate Public Schedule, Launch a Collaborate Session
  8. Click checkbox next to “I accept the risk and want to run this application” then Run on the first Security Warning prompt
  9. Click Don’t Block on the second Security Warning prompt
  10. Proceed to finish opening your Collaborate session/recording

Mac Users

You will need to first, uninstall Java 7 Update 51 and then install an earlier version, Java 7 Update 45.

Uninstall Java 7 Update 51:

  1. Click on the Finder icon located in your dock
  2. Click on Applications tab on the sidebar or find the applications folder
  3. In the Search box enter JavaAppletPlugin.plugin
  4. This will find the JavaAppletPlugin.plugin file
  5. Right click on JavaAppletPlugin.plugin and select Move to Trash or drag to trash

Download and Install Java 7 Update 45:

After installing Java 7 Update 45, proceed to launch a Collaborate session from your SacCT course or Collaborate Public Schedule. Upon clicking on a session link you will see a series of prompts display.

  1. Your Java version is insecure - Click Later
  2. At the Security prompt stating "Do you want to run this application?" click the checkbox for I accept the risk and want to run this application then click Run
  3. At the Software Update prompt click Remind Me Later
  4. At the Security Warning to "Block potentially unsafe components from being run" click Don't Block
  5. Click Don't Send if a "Blackboard Collaborate has encountered an exception" prompt displays
  6. At the Session Participation Agreement prompt, click Accept
  7. Select your connection speed and click Ok to proceed to open your Collaborate session

Link to Test in Hidden Folder May be Available

Problem Description: If a due date is assigned to a test and placed inside an unavailable folder, the test is shown on the Calendar tool. Students can access the test even though they cannot access the folder it is within. This also occurs when the folder has adaptive release rules that should prevent students from accessing it. Blackboard has identified this issue as a known system bug and will schedule a fix for a future service pack upgrade.

Resolution: Instructors can make the test not available (set 'Make the Link Available' to 'No') or remove the check from the box next to Due Date on the Test Options page.

Fill-in-the-Blank Test Question not Working when the Option "Contains" is Selected

Problem Description: Fill-in-the-Blank question is not working as expected when the option "contains" is selected. When an instructor creates the correct answer with no spaces and then submits the page with spaces in the correct answer and uses the Contains option, the question should work when answered but does not. Blackboard has identified this issue as a known system bug and will schedule a fix for a future service pack upgrade.

Resolution: Do not add additional spaces in the possible correct answer before or after the word(s). You may also try a different option than "Contains".

Google Chrome browser Refresh option causes SacCT Display Errors

Problem Description: Clicking the browser refresh option from the Google Chrome browser may cause SacCT content to appear distorted. If you are seeing these display errors, please refer to the Browser Settings Guide for details about clearing browser cache/history for Google Chrome. Alternatively, you can use another web browser such as Firefox, Internet Explorer 9 or Safari.

Resolution: This issue has been identified by Blackboard as a known bug and will be fixed in a future release from Google Chrome.

Blog and Journal Draft Entries Not Appearing with Needs Grading Icon in Full Grade Center

Problem Description: After students save a draft of a blog or journal entry that is to be graded, and then submit it, instructors do not see a Needs Grading icon in the Full Grade Center.

Resolution: This issue has been identified by Blackboard as a known bug and is scheduled to be fixed in a future service pack upgrade.

Course Copy Completes, but Notifications Sent Late

Problem Description: Using the “Course Copy” feature to transfer content to a new course will be done in a reasonable time (a few hours at the most), but a notification e-mail won’t be sent to you until the next day or may say that it "failed."

Resolution: After starting a course copy process, wait a few hours before checking on your new course. You can tell if a course is ready for use before SacCT notifies you. Therefore if it looks like everything has been copied to the course, disregard the “in process” message or an email about a “failed” copy process. The actual course copy successfully completes, so please disregard the course copy notifications.

Course Menu Navigation is Reset to a Black Background

Problem Description: A couple of the problematic themes include Chalkboard, Pizzaz, Night, Angel. This may also affect the top navigation.

Resolution: This issue has been identified by Blackboard as a known bug and is scheduled to be fixed in a future service pack upgrade.

Multiple Response Exam without Correct Answers can be Saved and Posted

Problem Description: It is possible to create a Multiple Response type exam without selecting correct answers and make the exam available to students. Students can then login to take the exam which shows up under the Needs Grading section of the Grade Center. Unfortunately, the instructor is not warned that no correct answers were provided.

Resolution: This issue has been identified by Blackboard as a known bug and is scheduled to be fixed in a future service pack upgrade. We will keep you updated on the expected resolution timeline.

No Test Results Appear to Students when Using "After Attempts are graded" as only Option

Problem Description: On the Test Options page for a test, you set the "Show Test Results" section to "After Attempts are graded" as the first rule with no second rule. Unfortunately, no results appear to students after they submit their test attempt(s) and all submitted attempts for that test are graded.

Resolution: This issue has been identified by Blackboard as a known bug and will be fixed in a future release.
   If you want to use the option for "After Attempts are graded" as the first and only rule, you MUST manually enter a zero in the test column in the Grade Center for every student who did not take the test, and be sure that every student has a score in that column. Only after all students have a score will the results be visible to each student.
   Alternatively, you can set the first rule to "Äfter Submission" and check the boxes for your selection(s) for the results in that row; then, set the second rule to "After Attempts are graded" and check the boxes as needed to show your desired results. When using this option there is no need to enter zero for studnets that have not attempted the test.

Question Sets do not import to another course properly

Problem Description: When an exported Question Set is imported into another course the sets are imported correctly but the questions in the individual sets are missing. The following error message is reported upon import: "The Assessment entitled <practice tests with question sets> contains a Question Set reference that cannot be resolved".

Resolution: Faculty have two options for working around this issue. (1) Use the copy function within your SacCT course under Control Panel -> Packages and Utilities to move tests that include question sets from a pool. (2) Use Respondus for transferring exams. Please see our how to guide, Creating Tests Using Respondus (SacCT). Blackboard does not currently have a fix for this issue.

Retention Center For "Ongoing" Courses Doesn't Work Properly

Problem Description:The Retention Center feature will not work properly for courses which have been requested to have "ongoing" availability to students. Ongoing courses are requested by instructors to allow their students to access the SacCT course beyond standard semester availability. If an instructor tries to view the Retention Center feature in these courses, it will indicate that either none or all of their students are highlighted for concern.

Resolution: For instructors with "ongoing" courses, please disregard any findings shown in the Retention Center.

Searching for Videos in YouTube Mashup Incorrectly Provides 0 Results when Searching All of the Words

Problem Description:Searching for videos in the Youtube mashup incorrectly provides zero rsults when searching "All of the Words."

Resolution: The workaround is to search by "at least one of the words" to show results. This issue has been identified by Blackboard as a known bug and is scheduled to be fixed in a future service pack upgrade.

Student View of Assignment Content Editor is missing "Add Image" button

Problem Description: When accessing an assignment as a Student, the "Insert Image" button does not appear in the Content Editor tool options. Two other features are also missing including "Insert File" and "Insert/Edit Embedded Media". Students do still have the ability to add an image as a file attachment through the Assignements interface.

Resolution: A workaround is to use the Journal feature instead of an Assignment, if you require a gradeable student submission that includes the insertion of an image through the content editor. Blackboard has identified the missing buttons in the Assignment content editor as a known bug which will be fixed in a future service pack upgrade.

Last updated: February 28, 2014