student Blackboard Courses – FAQs

Accessing the System

Why can’t I log into Blackboard Courses?

Please make sure you are logging in with your NetID (first part of your Mason e-mail address. Use the same password that you use to access your Mason e-mail account.
Example: has a NetID of gmason.

How do I reset my password?

To reset your password please visit Click on the Forget Password link. You can also contact the Support Center at 703-993-8870. For hours of operation visit

My course does not show up on my list. What can I do?

Blackboard Courses is populated based on what is in PatriotWeb. When your course exists in PatriotWeb, it will exist in Blackboard Courses.

Where can I receive help with logging in?

Please contact the ITS Support Center at 703-993-8870 or If you have further Blackboard questions, e-mail

Why am I being asked to trust the site?

Your browser wants to make you aware that you are leaving a Mason site for a blackboard site. Please make sure you select Trust when prompted to acknowledge that you are being redirected.

Why am I being redirected to a site?

Mason is an ASP Hosted Institution. This means that Mason has asked Blackboard to provide and maintain servers on which our product runs.

What does the Trust/Run prompt mean?

Blackboard Courses is powered by Java. The system is asking you if you agree to run the Java program. Please make sure you have the latest version of Java on your machine.

Why is my course Unavailable?

If the link to your course link is not active and it says “unavailable” next to the title, it means your instructor has not yet made the course available to students yet. Please contact your instructor to find out if/when it will be made available. Not all instructors use Blackboard.

I recently changed my Mason e-mail address, how do I get into Blackboard?

Name changes are processed in Blackboard Courses as soon as the information is sent to PatriotWeb. Please note that it will take 24 hours for the e-mail system to take note of the change. You will need to allow 24 hours before logging into the Blackboard Courses system.


Why is SafeAssign giving me an error message that I am not logged in?

Make sure your browser is set to accept cookies. Also, you may have to drop the security settings on your browser for the SafeAssign session.

Why can’t I download/open a file that has been uploaded to a course?

First, check to make sure that the file is not being blocked by your internet browser. The most common is Internet Explorer and you may see a yellow bar at the top of the screen. You must allow the browser to download the file. Second, make sure that you have the correct software to open the file. Example: To open a .docx file you must have Microsoft Office. To open a .pdf you must have Adobe Reader.

Why does the My Computer Dialogue box not come up?

You must be sure to Trust/Run all certificates when you enter Blackboard Courses. If you did not do this, clear the cache on your browser, exit the browser and log back into Blackboard. The prompts should reappear.

I’ve been told to clear my cache. What do I do?

You can find instructions on clearing the cache here.

I took a quiz and all the answers had checkmarks.Why when I submitted did I get a different score?

The checkmark in the top right corner of your quiz screen indicates that you have answered a question. You do not know if an answer is correct/incorrect until you submit the quiz.

Further Help with Blackboard Courses

Where can I get help and ask questions about Blackboard Courses?

Help for Blackboard and additional course tools can be found at Questions can be sent using the Contact Us link. Please allow 1 business day for a Blackboard Admin to respond to your inquiry.

How can I keep up with all the technology changes happening on campus?

For more information about Technology Changes that Impact Teaching and Learning, consult on a regular basis.