Virtual Chat Troubleshooting
Blackboard 6 uses a popup window to do chat, so if you have a popup blocker program installed, you must have it disabled.
One of the most common support issues is the problem with virtual chat not working. Although the error the user receives says the server is not working right, the problem so far has always been with the workstation. Following is a copy of a Knowledge Base article from Blackboard's support site. If you follow the troubleshooting tips given in the article you should be able to connect. From experience, the download referred to at the end seems to fix the problem most of the time, and every so often it's a firewall issue. After the article are some suggestions that may also help.
http://support.blackboard.com/bin/common/kb_item.pl?kb_id=KB0000000000075&searchstring=chat
PROBLEM: VIRTUAL CHAT TROUBLE-SHOOTING
SYMPTOMS
Virtual chat is not loading properly.
RESOLUTION
TROUBLESHOOTING CHAT:
Please follow the following instructions to troubleshoot your chat issue.
Most chat issues are not related to the server. Typically it is either a problem
with the browser configuration on the client, or the network settings they are
using. When a user has a problem with the chat feature:
1. Try to load a chat session in a different computer.
2. If possible, try to load the chat outside of the network.
3. If the user dials into the Internet, please make sure they are connected.
4. Note the user's browser version, and what OS they are using.
If the tutornet server does not load, loads as a white screen, or otherwise does
not work properly, please do the following:
Try to load Chat on other machines in the network. If it works properly, this
user is not on the network.
Next, make sure that Java is enabled. For Microsoft Internet Explorer:
1. Click on "Tools".
2. Select "Internet Options".
3. Click on the "Security" tab.
4. Select "Internet".
5. Select "Custom Level". Scroll down to "Microsoft VM", and
ensure that "Java permissions" is set to either "Medium
safety" or "High safety" (not disabled).
6. If "Java permissions" is set to "Disable Java", click on
the "Advanced" tab, and select all Java options under "Microsoft
VM".
Enabling Java in Netscape
1. Click on "Edit" and then "Preferences".
2. Then click on "Advanced".
3. Make sure that everything that says "Java" is checked.
NOTE: If the steps above still do not correct the problem, please make sure that
your network's firewall is not restricting outgoing TCP connections on Port
7755. In addition, it should not be restricting HTTP connections on Port 8081.
NOTE: If the steps above still do not correct the problem, you may need to
obtain the proper Java runtime environment:
Windows -
1. Go to http://java.sun.com/j2se/1.3/jre/download-windows.html,
and download the Sun Java 2 runtime environment.
2. Install the application, then restart your machine.
Macintosh running Netscape -
1. Download ONE of the following two Apple Java 2 runtime environment:
DoMRJInstall.bin (411 Kb) available at http://support.blackboard.com/products/Tutornet/DoMRJInstall.bin
DoMRJInstall.hqx (558 Kb) available at http://support.blackboard.com/products/Tutornet/DoMRJInstall.hqx
2. Install the application, then restart your machine.
Macintosh running Internet Explorer -
1. Go to http://www.apple.com/java/ and
download the Apple Java 2 runtime environment.
2. Install the application, then restart your machine.
NOTE: The MRJ has some hefty system requirements, including a minimum of 32 Mb
RAM.
In addition to the above tips from Blackboard, you may want to try the
following: