Blackboard issues eased by helpdesk

Patricia Rocha

News Editor

As online learning management system Blackboard is the place most students receive course information, it is essential that they be able to access their accounts without issue, but this isn’t always the case.

To lessen the confusion is the CSUB Help Desk, available Monday through Thursday 7 a.m. to 10 p.m. and Fridays 7 a.m. to 5 p.m.

Information Technology Specialist Kal Shenoy and Director of Infrastructure and Support Services Chris Diniz agree that most of the issues arise from new students simply not familiar with the program.

“It tends to be mostly ‘My web browser is not working,’ ‘I can’t load the page,’ ‘I can’t login’…basic items,” said Diniz. “[We’ll] make sure they’re using a supported version. Blackboard does have their list of supported browsers. We’ll help them clear their cache, help them verify that they’re going to the right URL. If they’ve had a name change we have to get their name change processed.”

As the demand for Blackboard and hybrid course support grows, CSUB is doing what it can to keep up, focusing on exactly what students need and when.

Diniz said there are currently some days where there are no calls after 7 p.m.

“This is the challenge for us: to measure the support need,” said Shenoy.

He said they may poll the student body to see exactly what is and isn’t a support priority with students in the future.