Technical Help/FAQ
From BCC WIKI
[edit] Problems logging on to accessBCC
[edit] I forgot my username or password
On the accessBCC log-in page, right below the log-in button are two links that will help you obtain your user information. If after trying these links you are still having problems please contact the help desk by calling (508) 678-2811 x3333.
[edit] I'm getting a "Failed Login" message
If you see a message that says "username and password pair not found" it means that you are likely typing something incorrectly. Make sure your CAPSLOCK is not enabled. If you cannot remember your password follow the links to obtain your user information.
[edit] I'm getting a message that my account has been disabled
If you incorrectly enter in your username and password more than three times the system will temporarily disable your account. It will unlock itself automatically after 10 minutes. If it does not please contact the help desk by calling (508) 678-2811 x3333.
[edit] I am being timed out of accessBCC as soon as I log in.
This can occur if you are using a browser that is not compatible with accessBCC. In order to use accessBCC and eLearningBCC you must be using a compatible web browser. If you subscribe an internet provider such as AOL or Verizon DSL you should not use the browser that is built into their software. These browsers are known to cause issues with both accessBCC and eLearningBCC. For more information, or to be sure that your browser is compatible visit our Browser Help page.
[edit] I changed my password and I still cannot log into accessBCC.
After changing your password you must wait wait approximately 5 minutes before trying to log in. This will allow sufficient time for the system to process your password change.
[edit] I am receiving an Account Disabled error message.
If you have tried to log into the system multiple times with the wrong username and password your account will be automatically locked out. This is to help protect your security. You will have to wait at least 15 Minutes before trying to log into the system again.
If you believe that you are receiving this message in error contact the ITS Help Desk at (508) 678-2811 x3333.
[edit] Why am I being asked to log in twice?
If you saved accessBCC as a favorite or bookmark in your browser, you may have problems signing on.
Go to the BCC Home Page and click the My accessBCC logo
[edit] Using accessBCC email
All BCC students have their own BCC email account that is accessible through accessBCC. It is important that you regularly check this account and also manage it!
[edit] What is my email address?
Student email addresses follow this format:
firstinitiallastname#@mail.bristol.mass.edu
Example: jstudent11@mail.bristol.mass.edu
It's important to remember the "mail" part of the email address. If you don't include this and someone tries to send you main it will be returned to them as undeliverable!
Faculty members have a different email addressing system. Employees of BCC should visit this page to learn more about their email address.
[edit] Using accessBCC email
If you're not familiar with how accessBCC email works we encourage you to take a look through the following files:
- Add attachments to an email message
- Delete accessBCC email
- Forward your accessBCC email to another address
It is also important that you regularly manage your mail. If your inbox gets too full messages will not be able to be delivered or sent. If your instructor said that s/he sent you an email but you didn't receive it you may have a full mailbox!
[edit] Problems with accessing eLearning courses
[edit] When I click on an eLearning course I am being asked to log in a second time.
This is a bug in Microsoft Internet Explorer. If this happens simply close the pop up window that opened when you clicked on your eLearning course. Simply click on the link to the course again. You will be brought directly into your eLearning course.
This does not occur in Mozilla Firefox. We highly recommend that you install and use Firefox as a web browser on both the Mac and PC platforms.
[edit] I logged on to accessBCC but I cannot access my courses
Courses will become available to students on the first day of classes. If you log on before the term start date and click on a class link on the eLearningBCC page you will get a message that the course is not available. Once the term begins you will be able to access your classes.
If it's after the start of the term but nothing happens when you click to access a course it is likely you have a pop-up window blocker application enabled on your computer. You will need to disable the pop-up window blocker in order for eLearningBCC to function properly.
[edit] I receive a Runtime Error when I try to access one of my courses
This is a bug with Java and Microsoft Internet Explorer. To prevent this from happening simply close all Internet Explorer windows that you have open. After doing this you can open Internet Explorer again and you should not experience this issue.
This does not occur in Mozilla Firefox. We highly recommend that you install and use Firefox as a web browser on both the Mac and PC platforms.
[edit] One of my courses disappeared
If a course was displaying in your course list but then "disappeared" one of three things may have happened:
- It’s possible that you have been withdrawn from the class for non-payment. This process usually happens right around the beginning of the semester. If you think this may be why your courses aren't showing up contact the Student Accounts Office.
- Once classes get underway you can be dropped from a course by your instructor if you do not regularly attend class. (And yes, distance learning classes have attendance policies too!) If you have not been active in the course site it is possible that you have been withdrawn from the course. You should contact your instructor if you think this is what happened and have questions or concerns about the process.
- It is possible that a technical glitch has occurred. If your accounts are up-to-date and you have been attending class please contact the distance learning help desk.
[edit] I’m getting a Browser Check Results pop-up window
This window will appear if your system isn't properly configured for the eLearningBCC environment. Make sure that you are using a supported browser, have pop-up blocking disabled, and have a compatible version of Java installed. Once your system is properly configured the Browser Check results window will cease to appear.
[edit] I'm getting a message about running or trusting a Java application
eLearningBCC does require that you have Java installed. The first time you access a course site you may be prompted to "run" an application. Say "yes" or "ok" if prompted. We also highly recommend that you check the box that says "always trust" so that you don't get prompted again the next time you log on.
[edit] General FAQs
[edit] What is my accessBCC email address?
Student email addresses follow this format:
firstinitiallastname#@mail.bristol.mass.edu
Example: jstudent11@mail.bristol.mass.edu
It's important to remember the "mail" part of the email address. If you don't include this and someone tries to send you main it will be returned to them as undeliverable!
Faculty members have a different email addressing system. Employees of BCC should visit this page to learn more about their email address.
If you have questions about how to use your accessBCC email, please visit the Tutorials area.
[edit] I can't open a file my instructor posted
There may be two causes behind why you may not be able to access or open files:
1. Your browser is blocking the file from being downloaded.
If you click on the name of a file and "nothing" appears to have happened (meaning that you see a white screen but no file) it is likely that your browser is not allowing you to open/download files. Learn how to tell your browser to allow file downloads.
2. You do not have the correct program to open the file.
Many faculty members use Microsoft Word documents, PowerPoint files and Excel spreadsheets in their eLearningBCC course sites. If you do not have Microsoft Office you may not be able to access the course files at first try. However, there are free viewers available for all three applications:
With the viewers installed you will be able to view files created in these applications. The viewers won't allow you to create new files but will allow you to access and print existing files!
Please note that the viewers are only good for working with Microsoft Office 97-2003 files. There are currently no viewers available for Office 2007. If you are trying to view/edit Office 2007 files please read the section on working with Microsoft Office 2007.
Instead of the viewers you may want to consider other free word processing software options. These tools will also allow you to create your own documents, spreadsheets and slide show presentations so it's worth checking these out.
If you are trying to access files saved in other formats check our software tools page for additional resources.
[edit] My instructor says he/she can't open a file I sent
It is very likely that you are using Microsoft Works or Word Perfect to create your documents. If this is the case you will need to save your files in Rich Text Format (RTF) so they are accessible.
