How Can We Help You?

Frequently Asked Questions

Explore our FAQs to find the information that is most relevant to you.

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What if I need help during my online course?

Help is available by initiating a Learner Technical Assistance Request form at any time during the course.  This form is available in the Blackboard Learning Management System or here.

Technical Assistance is available during regular business hours – Monday-Friday 9am to 5pm EST

We will respond as soon as we can within 24 hours.

After hours on weeknights, weekends, and holidays 

Contact the BU Help Center by email to ithelp@bu.edu

OR call 617-353-HELP (4357)

My screen displays a rotating purple circle when I try to access my course in Blackboard.

This may be a web browser cache issue.  Here are a few options:

1. Clear your cache:  Follow these instructions in order to clear your browser cache, and then try to log back in to access Blackboard: https://www.bu.edu/tech/support/browsers/clear-cache/windows/

2. Try a different web browser:  Firefox, Chrome, Microsoft Edge are recommended.

3. Use your web browser in a private “incognito” window: if you are using Chrome, use the shortcut CTRL SHIFT N to launch the private window; if you are using Firefox, use the shortcut CTRL SHIFT P to launch the private window.

If you continue to experience this issue, please contact the BU Help Center by emailing ithelp@bu.edu  or call 617-353-HELP (4357).

I am receiving a Blackboard error message to contact the administrator when I try to access with my BU username and password.

We typically see this when a learner has either not completed their registration or finalized their account.

Please follow these steps to resolve this issue:

1. Check your email inbox (spam folder, or if using Gmail, check Promotions tab as well). If you did not receive a system confirmation email from Boston University CADER <cader@bu.edu> with a link to access Blackboard, then you have not completed your enrollment process (by not submitting the Profile step).

2. To complete your Profile, go to the Learning Catalog page of your course, webinar or certificate and click on the Register button. The system will take you back to where you last left off,  and prompt you to follow instructions to submit the Profile to finalize enrollment.

Please be sure not to save your password in the browser. For security reasons, Blackboard does not allow access if a password was saved in the browser.

If needed, here are some instructions to remove the saved password:

https://www.bu.edu/tech/services/cccs/desktop/software/troubleshooting/removing-password-from-browsers-saved-password-list/

If you still need help, please contact BU IT Help @617-353-HELP or email ithelp@bu.edu.

I completed my registration but cannot yet access my course in Blackboard?

This may occur if you have not completed your registration or if you have not finalized setting up your account.

1. Check your email inbox (spam folder, or if using Gmail, check the Promotions tab as well). If you did not receive a system confirmation email from Boston University CADER <cader@bu.edu> (for CADER courses) with a link to access Blackboard, then you have not completed your enrollment process (by not submitting the Profile step).

2. To complete your Profile, click on the course/certificate registration link then enter your email address and password. The system will take you to where you last left off, please follow the instructions and be sure to submit your PROFILE to finalize enrollment.

I am receiving a Blackboard error message to contact the administrator when I try to access with my BU username and password.

This may occur if you have not completed your registration or if you have not finalized setting up your account.

1. Check your email inbox (spam folder, or if using Gmail, check the Promotions tab as well). If you did not receive a system confirmation email from Boston University CADER <cader@bu.edu> (for CADER courses) with a link to access Blackboard, then you have not completed your enrollment process (by not submitting the Profile step).

2. To complete your Profile, click on the course/certificate registration link then enter your email address and password. The system will take you to where you last left off, please follow the instructions and be sure to submit your PROFILE to finalize enrollment.

How do I change my username?

To update/change your username, contact BU IT Help Center at 617-353-HELP or ithelp@bu.edu