Tech Support

Hold down on the control key on your keyboard to overwrite the popups. Sometimes these things are controlled by an Antivirus, Firewall, or browser-based program. If you can’t figure out which one is controlling it, before clicking on the hyperlink (those blue, underlined words), hold down on the key marked “Ctrl” and then click on the hyperlink at the same time.

Get the password from your Proctor or person listed as your contact. If you’re not sure who that is, contact GBOL to get their information. Exams and quizzes are usually password protected so that the school can regulate how and when the student takes them. This gives the school some responsibility on behalf of the student since they are the ones granting the credit. The passwords are never the same as the student’s individual password, so any attempts to gain access in that manner will return in error.

The solution is to try opening it up in a different program. Microsoft products like MS Word will open it just fine, and will be able to produce the images. Windows users also have a default Wordpad that is found under the START menu/Accessories directory. This too will open up RTF. If you are a MAC user, try using Works or Word to open these. If you continue to have problems, contact GBOL and we’ll attempt to help you.

Odds are you have a popup blocker or ad blocker turned on. These are more commonly found with the Yahoo or Google Menu bars that are sometimes downloaded with software or with messengers. In addition, many web-based programs like POPUP SWATTER, etc afix themselves to your browser. These need to be turned off and there is usually a means to do this from the menu bars. In addition, if you have Norton Internet Security, you may make sure that the Pop-up Blocker is turned off there and if you’re running Norton Antivirus, you may need to turn off Script Blocking. In addition, WINDOWS XP Service Pack 2, equips Internet Explorer with a Popup Blocker under the Tools menu in the top Menu Bar. Might want to also check that as well. Please keep in mind, adding more Popup Blockers won’t keep your computer safe from popups, you may want to get a spyware removal tool like Ad-Aware to help eliminate these pesky ads which may truly be Spyware.

If you have one popup blocker on, that should be enough, so if you turn them all off and then only turn one of them back on after you’re finished with your course, you should still be able to eliminate the ads from popping up. If that doesn’t work, you can contact Tech Support at (866) 338-2968.

Make sure that you have the program actually installed. For the GBOL courses, Quicktime is the component most used, and for other providers, it may be necessary to download the Real Player. Normally if you don’t have these items you will see a box with a series of colored shapes within it.

If you’re using AOL, odds are you won’t see it. Webmail is not completely compatible with AOL. It is our suggestion that you use the Internet Explorer browser for both the course work and checking and sending email. Otherwise if you are using I.E. please contact us and we’ll do what we can to resolve your issue.

This probably happened because you took a course with us some time back and recently reenrolled. We turn off email accounts but reactivate those when a student reenrolls. If this is the case, please contact our offices immediately and we will resolve this. Otherwise, if you are no longer a student or have already completed your course with us, you will no longer be able to gain entry.

Try going to the “installs” folder. Depending on your class, it may not be necessary to install every component. For example if you are in a Language Class, including Spanish, you will have to use PureVoice for recording sentences. Outside of those classes, it’s not necessary to install that particular application. Chemistry is the only class that uses Chime, so it’s not necessary to install that either, unless you are in that class. The key components you will need for your classes to run are Flash (Shock Folder), Quicktime (QTW Folder), and Internet Explorer 5.0 or above. If already have one of these installed on your machine, it’s not necessary to reinstall. If you are upgrading your version of Internet Explorer, it may be necessary to run Authorware Web Player (A4W Folder) after your installation of the updated version.

if you are using a Mac, you will find all of these folders under the “install” folder, then click on the “mac” folder.

Make sure that you are using either Internet Explorer 5.0+ or above! This is the only supported browser that will work properly with the course. Make sure that you have the latest version of Flash installed on your machine, if it asks you if you want to install a newer version of Flash, feel free to do so. Also make sure that you have the ability to run JavaScript in your broswer. If you are using AOL (see below) to dial up to the Internet, make sure there aren’t any parental controls turned on… they need to be off… and it’s important to remember that if you have a POP-UP/Ad blocker (see above) that you turn that off while you run your course… otherwise you won’t get the pop up that asks about using the CD or not.

Try logging out of Black Board and then relogging into it, before accessing the course. According to some sources, this fixes it 95% of the time. This can happen if you have more than one course that you are taking and you try to access the next course while still logged into that same session. In other words, if you log into one course, then log out and immediately try to log into the other, this error may occur. Try logging out completely after you finish working in one of your courses, then log back in and try getting into the other. Another fix is that the cache could be causing issues. Try clearing the cache or otherwise known as Temporary Internet Files. You can do this directly from Internet Explorers Preferences window in Mac or within the Tools/Internet Options window. A restart of Internet Explorer is required after the fact.

If you use AOL to connect, you can continue to use it, however, when it pops open the AOL browser, minimize it, and open up the I.E. (Internet Explorer) browser and launch http://virtualgreenbush.blackboard.com from there. Make sure you have parental controls shut off on AOL for this to work or you will see a “Page cannot load properly” message. Also, because AOL may sense inactivity, it could shut you down, so make sure that you periodically maximize the AOL browser window every 12-15 minutes and click on refresh or search for something so it can sense that you are indeed using it.

This usually happens on the Mac side. Unfortunately, there is no quick fix, but you will have to run finder and search for everything that has the word shockwave and delete it all. Then you’ll have to reinstall the latest version of Flash. If you install this from a Windows or a PC machine, it should install over the current copy.

Make sure that you are giving your course time to load. Dial-up connections are typically slower even if you have a 56K modem. If you have waited longer than 2-3 minutes for the course to load and it still isn’t loading… check your connection, it may not be fast enough to compensate. In addition, if you are not using the CD, try using it and see if that helps. If you are using the CD and it isn’t working properly, try connecting without using the CD and see if that works. It may be necessary to restart the entire machine and then try connecting again, on occassion this can increase the speed of your dial-up connection.

You can disable these messages by going to your tool bar up at the top of your screen and going to Internet Options/Advanced (on a windows machine) - under browsing, disable script debugging using Internet Explorer. This happens because there may be an error in the code. If you continue to have problems and it won’t let you continue with your course, it may be necessary to contact Customer Support at (866) 338-2968.

You could be accidentally entering the wrong username or password. For example, if your name were John Smith, and you’re entering jsmith for the username, it could be likely that your not the only jsmith in our system. It may be necessary to review your email we issue at the time of your enrollment. You may actually be jsmith2 or jsmith7. Also, make sure that you are typing it in correctly. 9 times out of 10, students accidentally hit a wrong key or perhaps use Capital Letters. Usernames and passwords are case sensitive, so it’s important to remember that there are no CAPITAL LETTERS in usernames and passwords. If you are still having problems it may be necessary to contact your online instructor or the staff at GBOL for additional assistance.

Depending on your enrollment period, your time may have expired. If this happens, you will not be able to get into your course. By enrolling through us, students are given 6 months to complete the course, unless they purchased courses for an entire year. If you need additional time to complete your course, you can contact us and we can award additional months for $65 per month/per course to complete it.

It’s possible that if you changed your password, that you have forgotten it. In this case, please read below.

You will need to contact GBOL to have your password reset. Unfortunately, when passwords are changed, they are not recorded into our system and that makes the user liable for it. However, we keep the original passwords that were assigned on file and can reset them to their original origin if necessary. Though you are given the option, it is highly recommended that you do not change your password. However if you do, please try to choose a password that is easy for you to remember. And NEVER give out your password to another individual at any cost. HOWEVER, remember that your password is also needed to get into your email and that cannot be changed. If you change your password in your course, you will need to remember the original one to get into email.

Click on the Courses tab above and log into your course that way. On a rare occassion, Blackboard services can become disgruntled causing the Welcome screen to become hidden. You can still log into your course, with minimum problems, however, it is recommended if this is happening to contact GBOL. If this occurs during the weekend, please call our 866 number and we can reset it as soon as possible.