Help! troubleshooting your online learning
- ellen bell
- Aine MacNeill
Ulster University uses Blackboard Ultra to host their online learning materials. Each module in your course will have an online version in Blackboard Ultra.
Can’t login to Blackboard?
Use the same credentials that you use for the student portal and university e-mail i.e. your Ulster University e-mail address e.g. smith-j18@ulster.ac.uk and your network password.
Check your registration
Check if you can login to the student portal, if you cannot you may not be fully registered
You need to be fully enrolled (registered) on your course to access Blackboard
Not fully enrolled?
Forgotten your password or login details?
Your username is your university email, e.g smith-j12@ulster.ac.uk
Your Blackboard password is the same as your network password, the one you use for the Student portal and university email.
You can check student banner system for your network password
You can reset your account on the Microsoft 365 or by using the university’s Self-service password reset (SSPR).
If you still cannot find or reset your password please contact Digital Services helpdesk
I can’t use my Multi-factor Authentication.
Ensure that you have Multi Factor Authentication (MFA) enabled. Go to your Ulster University Microsoft Microsoft security settings. If Microsoft Authenticator is not listed then follow the MFA set up instructions
I can’t see any of my courses in Blackboard
Make sure you are in Courses view in Blackboard.
Once you are logged into Blackboard you are automatically taken to Activity stream, click on Courses in the left hand menu.
If no courses appear in Courses view, check your filter settings at the top of the page, Terms filter should be set to All terms and Filters all courses.
If your courses are still not present, make sure you are correctly enrolled on your courses:
If you are registered on the wrong modules?
Help with lecture materials and study resources
Where’s my lecture materials?
Each module in your course will have an online version in Blackboard. Click on the Courses link (available in left-hand menu) to view a list of your online modules.
Click on the module name to view your learning materials and assessments, they will be made available on the module start date, normally the same day as the start of the academic semester.
You’ll find your lecture notes and learning materials in Course Content view in your Blackboard Ultra module, the default page in your Blackboard course.
The majority of your learning content will be saved in 
Can see your course but not your learning materials?
You will be able to access your learning materials after the module start date. For most courses, the start date is the first day of the semester which can be found in the academic calendar. If you still cannot access your learning materials after the module start date, check with your lecturer, you can get their contact details here.
Where’s my timetable?
You can access information about your timetable in a number of ways. Your module handbook will contain information about the organisation of your class learning activities under the Organisation and Management section. You’ll find a copy of your class timetable in the Ulster University Live Timetable (Publish) system.
Where’s my Reading list?
The majority of courses offer a reading list, which includes a list of recommended reading for your course.
This list is compiled by your lecturers and will consist of journal articles, books and websites that will enhance your learning. Your reading list should be listed to in your Module Resources folder in Content view of your course.
You can also go to Reading lists directly and enter your module code (e.g. BMS123), course name or CRN (e.g. 67123) in the search box.
How do I make by work more accessible?
Ally is an plug-in extension to Blackboard Ultra that creates alternative and accessible versions of content. You’ll see the Ally symbol displayed beside the title of the item, click on it to access alternative formats of that item
For example, it can provide content items as HTML for improved reading on mobile devices, Electronic Braille files for use with braille displays for the visually impaired, and MP3 audio files for learning on the go.
How do I watch a live lecture?
Use Class Collaborate to take part in a live session. Class Collaborate can be accessed via the Details and Actions side menu.
Your lecturer may schedule live sessions for the class. A link to the session will appear 15 minutes prior to start date when you click on Join Session. This will take you into the live session.
To view a schedule of upcoming live sessions for your module, click on the three dots beside Class Collaborate and select View all sessions
You’ll be able to join the sessions, when the link becomes live 15 min before the start time.
Find out more about watching live or recorded sessions
How do I find my recorded lectures
Use Class Collaborate to take view recorded live sessions. Class Collaborate can be accessed via the Details and Actions side menu.
Clicking on the three dots and select View all recordings.
You will be shown a list of recording from the past 30 days. Use the dropdown arrow to view earlier recordings by choosing a date range.
Find out more about watching live or recorded sessions
Help with assignments
You can find out information about your the forms of assessment for your course in a number of ways, via the Module handbook or Assessment and Feedback folder in Content view.
Where’s my assessments and assignments?
You can find your assignments in a number ways.
In the Content view of your module, there will be an Assessment folder, use the drop-down arrow to reveal documents, folders and drop-boxes regarding your assignments.
To directly access your assignment submission drop-boxes you can either go to Gradebook view in your module …
or via the Calendar, by clicking on Due Dates
I can’t see my assignment dropbox (iOS or MacOS)
If you are using the Safari browser on older Apple devices you may find that when you click on your assignment link the page is blank. If you are using Safari browser you may need to update it or alternatively use (download) a Google Chrome or Firefox browser.
How to I upload my assignments?
There’s two main types of assignment submission drop boxes which are used to submit files for assessment, you can recognise the type by their icon:
Submitting text or images to a Blackboard assignment dropbox
Clicking on an
This opens up the submission dropbox. Click in the submission box.
You can type your response directly in the text, or attach a text or image file using the paperclip icon or drag and drop your submission into the submission box.
You can upload multiple text and graphic files to the Blackboard assignment drop box in this manner
Once your assignment is attached, you will be prompted to rename your assignment display name if you wish, Save and then Submit.
Remember to hit the submit button to submit your assignment always wait look for the option to download a receipt, this means you’ve submitted your assignment correctly.
Find out more about uploading text and graphic assignments to a Blackboard drop box
Submitting a audio or video file to a Blackboard assignment dropbox
When you need to submit audio or video files to your Blackboard dropbox, use Panopto Student submission instead of attaching your video files.
Click on the plus '+' icon in the Submission toolbar inside your Blackboard assignment dopbox and select Content Market.
Then select Panopto Student Submission.
You are then given options to add your video to your submission, you can choose an existing file, upload a pre-recorded video or record a new video submission
When prompted click on Insert.
Your video appears then in the submission box and you should click on Submit, to submit your video assignment.
You will be given final message if you only have one attempt for submission. You will then get a chance to download your digital receipt.
Find out more about uploading video assignments to a Blackboard drop box
Submitting to a Turnitin assignment dropbox
Click on the name of the actual Turnitin drop box (with the 
This opens up assignment information panel at the side of your screen. You will then need to click on Launch, it will be located to the lower left of your screen, to open the Turnitin interface.
This opens the Turnitin dropbox, you can access information about the dropbox by clicking on the name of assignment beside the arrow.
or just click on Upload Submission, this opens the Submit File menu
You can then upload your assignment by clicking on Choose file, or dragging and dropping your assignment or accessing it via Cloud Submission (i.e OneDrive)
Select your file, make sure it is correct, rename it if required and then click on Upload and Review
Once you are happy that it is correct, click on Submit to Turnitin
For more detailed guidance see Uploading a Turnitin assignment on Blackboard Learn Ultra
How do I view my Originality (similarity) report?
Both Turnitin and Blackboard assignment dropboxes can generate Originality (similarity) reports, these reports list similarities between your text and Turnitin’s database of sources.
Your report appears slightly differently depending on the type of assignment dropbox used:
If you submitted your assignment to a Turnitin
If you submitted to a
Once processing is complete, click on Submission.
This takes you into your submitted assignment. You’ll see a percentage Match in the top right corner, this is your similarity score. Click on it to view your similarity report.
Find out more about viewing Originality/Similarity reports in Blackboard submissions
Be patient, it can take anywhere from a few minutes to a few hours for an Originality (similarity) report to generate. After 24 hours if it hasn’t processed and you have additional attempts, resubmit your paper, otherwise contact your lecturer.
Why can’t I upload my video assignment?
Check your file format
If you get a warning when your upload your file to Panopto Student Submission:
It means your file format is not supported. Only video formats such as .mp4, .mov, .m4a, .wma, .webm are supported. Panopto Student submission does not support PowerPoint files.
Save your PowerPoint as a Movie file
You need to save your PowerPoint files as a movie file.
Open your presentation in PowerPoint, click on File in the top menu and select Export
Then select MP4 from the File format dropdown selection
Then select HD (720p or 1080p) and click on Export.
Your powerpoint will have exported as a .mp4, you can then follow the instructions for uploading the file to Panopto student submission.
Check your connection
If your file didn’t finishing uploading, it could be a connection issue. Check your internet connection, a weak or interrupted connection will stop the upload. Don’t use a mobile connection, use your home or university wifi to upload your files.
Check the size of your video
The larger the file, the longer it takes to upload, at a certain point the upload will run out of time. Check your file size by right-clicking and selecting Get info (Mac) or Properties (PC) from the menu.
If the file size is larger than 2GB, your upload may be timing out. You need to to run compression software like Handbrake or Media Encoder (if you have an Adobe account) to compress it. See our video file size tips for more info.
Restart your session.
Your session with Blackboard or Panopto may have timed out. Sign out and close any tabs open in Blackboard or Panopto and then login again and finish your attempt.
Video guide: Uploading and submitting a video to Panopto video assignment (3’15”)
How to I view my marks?
You can view your marks from all your modules in the Marks section of the Blackboard Learning environment
Click on the Marks link in the left-hand navigation to view your marks for your modules.
See Marks in the Blackboard learning Environment for more info
You can view the marks for each module, by clicking on Gradebook in the course toolbar:
Your module’s Gradebook view contains a list of all your assignments for that module. It lists each assignment's due date, its status (e.g. Unopened by you, Submitted, or Marked) and links to Instructor feedback.
See View marks and feedback in Gradebook for more info
Problems viewing files
If you are having problems interacting with you module in Blackboard e.g. video or audio playback, viewing or uploading large files, high res images etc., it could be your device or connection.
Digital Services recommends you use a desktop PC or laptop with the minimum specification:
Windows 11 operating system
Intel i5 or AMD Ryzen 5 Chipset
Minimum of 16GB RAM
Minimum of 512GB Solid State Drive
Internet connection with at least 4Mbps download and upload speed
If your device and connection conform to this specification, please contact the Digital Services for more support.
Contacting your course lecturers
Contact details for module co-ordinator and lecturers
In the Module handbook
You should find contact details for your module lecturers in the module handbook. On the front page will be contact details for the module co-ordinator.
In the Module Overview and Communication section, additional information about communication with members of staff can be found.
Sending messages within the Blackboard
Within the Blackboard module environment, you can message staff members directly.
In your module’s content view, at the side of Course Content, there is a list of Course Staff . You can click on the envelope symbol to open messages and contact the staff member.
Getting support from Digital Services
Digital Services support the technical infrastructure for online learning and provides technical support and training.
Digital services provide support for email, password, Student portal, Eduroam wifi, hardware, software, and printing.
Check out the Digital Services getting started student guide
Or contact the Digital Services Service desk
Online Servicedesk
Phone: 028 9536 7776
Email: servicedesk@ulster.ac.uk
When contacting Digital Services, remember to state
your B-number (e.g. B00123456),
personal and [if available] ulster email addresses (e.g. jjsmith2011@gmail.com and smith-j3@ulster.ac.uk),
description of the problem
screenshots (on a PC use PrintScreen and on a Mac Cmd + Shift + 5)
Contacting the Blackboard helpdesk
Contact the Blackboard helpdesk if you are having issues with assignments or learning materials etc. within the Blackboard learning environment.
NB For technical problems such as logging in and password issues, please contact Digital Services.
For issues within Blackboard, you can
or call: +44 28 9536 7188
When contacting Blackboard helpdesk, to speed up our support, please state
your name, B-number (e.g. Johnny Smith B00123456)
module code & CRN e.g. BMS859 & 64404
ulster email address e.g. smith-j3@ulster.ac.uk (contact Digital Services if you don’t know your ulster email)
name of item e.g. Turnitin dropbox -Coursework 1 Scientific paper
description of problem
and screenshots (on a PC use PrintScreen and on a Mac Cmd + Shift + 5)
Example student email to Blackboard helpdesk
Finding your Module Code and CRN
A CRN (Course Reference number) is the unique identifier for your course. Providing both the module code and CRN helps us to find and respond to your problem more quickly. Your module code and CRN can be found at the top of the module in Blackboard course content view e.g.
Related content
Centre for Digital Learning Enhancement
ulster.ac.uk/learningengancement/cdle