A: Please disable the Visual Text Box Editor. To do so, login to Blackboard, Click on Personal Information -> Set Visual Text Box Editor Options -> Set Availability- click the Unavailable button.

Q: I am Unable to Claim my Blackboard Account- What Should I Do?

A: To Claim a Blackboard Account, go to BSC Home On the left hand side of the page mouse over Quicklinks and go down to Account Registration and then Register yourself in blackboard and follow the directions. In order to claim a Blackboard Account, you must have already claimed a BSC User Account, which a support services staff could check Active Directory to verify. If you typed in your user name and password and receive an error message: Error: Invalid username or password, please reset your BSC user account password through Imprivata One-Sign password reset manager here: http://it.bridgew.edu/support/pwd/ or come to either of the counters in Moakley or the Maxwell library. If you are notified that the user account has already been claimed, you must wait 24 hours after initially claiming your account before you can successfully log in to Blackboard. Please have a support services staff member verify that you have a Blackboard account- they will, however, also be unable to see your account until after the initial 24 hour period.

Q: How Can I Un-enroll in a Class on Blackboard?

A: If it is an old course the student has completed, then at the end of the class, the professor should remove the user from the class. If this was not done the student should contact the professor and ask to be removed. If the student accidentally enrolled in the class they should still email the professor explaining the mistake and ask them to un-enroll the student. IT Support Services can put in a ticket under the problem type Blackboard if the professor does not respond to the students request. Please be sure to give them the course number and the title of the class that you wish to be un-enrolled in.

Q: My Examination Has Errors or I Was Unable to Complete an Exam Because of Computer Problems

A: Only the professor can reset the examination once it has been started. Please contact the professor for more information or assistance.

Q: When Trying to Enroll in a Course, I Receive a "Access Denied" Error Message

A: Please make sure when attempting to enroll in a course that you are clicking on the gray enroll button to the right of the course you are trying to enroll in the course listing page. Clicking on the course name itself as opposed to the gray enroll button will cause this error message. If you are receiving a different error message when attempting to enroll, such as the course is locked for enrollment or you cannot self enroll in the course, please contact the professor that is administering the Blackboard course.

Q: I Have Forgotten My Blackboard Password- What Should I Do?

A: Your Blackboard password and your Email password should be the same. If this doesn't help you can reset your password with our Self-Service Password Manager. You must have registered for the Self-Service Password Manager beforehand; otherwise you will not be able to reset your password now. If this is the case your will have to come to either the Moakley Open Access Lab or the Support Counter in the basement of the Maxwell Library with your BSC Connect Card to have your password reset.

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E-Mail

Q: How do I tell if I have a BSC Webmail or Live@Edu email account?

A: The best way to tell at the moment would be to go to bridgew.edu and under Quicklinks click BSC Webmail. If you log in with just your username and password and receive an internal server error it means you have a Live@Edu account. If you are able to log in correctly you have a BSC Webmail account.

Q: How do I log into my Live@Edu account?

A: To log into your Live@Edu account you will go to bridgew.edu and under Quicklinks click Live@Edu. It will ask for a Windows ID and password. You will supply them with your full email address (username@student.bridgew.edu) as the Windows ID.

Q: What is the size of the Live@Edu Mailbox?

A: Currently Live@Edu has 5 GB of space for email and attachments.

Q: I cannot access the BSC Webmail using the webmail link- what should I do?

A: Please make sure that if you are using a PC that you are browsing to our website using Internet Explorer or if browsing with a Mac, that you are using Safari. You can check what browser you are using by going to the Help menu, then clicking on about. If you are using the correct browser, please try clearing all cookies and set passwords by going to Tools -> Internet Options and then clicking on Delete Cookies and Delete Flies. Please also make sure that you are not including the "@bridgew.edu" suffix in the user name field. If you are still unable to access your webmail, please have a support services staff check to see if they can access your e-mail via the webmail login. If they cannot, then please have your password reset at one of the notebook counters.

Q: How Do I Set Up Outlook (On Campus Only)?

A: These instructions infer that Office 2007 is installed- if not, please contact the help desk for further instruction. From the desktop, click on Start -> Settings -> Control Panel -> Mail. In the dialogue that pops up, click on the E-Mail Accounts button. Then, click on Add a new Account and click Next. Select the e-mail server type to Microsoft Exchange Server and click Next. Then, type in exvs.campus.bridgew.edu as the exchange server and your user name as the user name. If you are successful, when you click on Check Name, your username should change into Last, First. Click Next and then Finish to finish the wizard. Then click on e-mail accounts again on the dialogue and choose View or Change an existing e-mail account. Make sure Microsoft Exchange Server is selected, and choose Mailbox- Last, First as your Deliver new e-mail to the following location. You can now close all dialogues and open outlook- your e-mail has been successfully configured. When you open outlook, you may be prompted to save shortcuts- please select No.

Q: My Mailbox Is Over its Size Limit- What Should I Do?

A: Please delete e-mails from all folders (Inbox, Outbox, Sent Items, Deleted Items, Drafts) until your mailbox is under the size limit. If you believe you have done this, please open the full version of outlook (can only check on campus), Right Click on Mailbox- Last, First and then click on Properties. Then, click on the Folder Size button to view the size of your mailbox.

Q: What are the Current Size Limits on Mail?

A: Currently, students are allowed 100 MB of storage space on the exchange server. This is a fairly new limit. If you receive messages stating that you are over a 10 MB limit, please contact the helpdesk to have a ticket placed in to have your mailbox size increased. After the 100 MB limit is reached, you will be unable to send or receive messages until you clean up your mailbox.

Q: I Receive Notification of my Password Expiring When Logging On- What Should I Do?

A: Please change your password as instructed before logging on. Please note that this does not change your infobear pin. If the wizard asks for a domain, please type BSC

Q: Not all Messages are Displayed in Webmail- What Should I Do?

A: Only 25 messages are displayed at a time in webmail. Click on the blue right arrow at the top of the screen to view more messages.

Q: I Would Like to be Added to a Distribution List- How Can I Be Added?

A: If you would like to be added to one of Bridgewater State College's Listservs (ex. ALLREGA, ALLFRSHA, etc) please contact a support services member via the helpdesk at (508) 531-2555 to put in a ticket for you to be added to the list. If it is not a listserv maintained distribution list, you must contact the owner of the distribution list in order to be added to it.

Q: I Would Like to be Removed from a Distribution List- How Can I Be Removed?

A: Directions for unsubscribing to the Distribution List should be included at the bottom of the e-mail. Usually for Bridgewater Distribution Lists, send an e-mail to LISTSERV@LISTMGR.CAMPUS.BRIDGEW.EDU with a subject line of UNSUBSCRIBE and the list serv name. Ex: UNSUBSCRIBE ALLREGA

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Infobear

Q: I am Unable to Login to Infobear- What Should I Do?

A: Please make sure that you are not using your E-mail or Blackboard User ID- your infobear pin should be your banner id as the username and a 6 digit pin. Please make sure not to use your Social Security Number, as this number used to be accepted as the username, but is not anymore. Please also make sure that you are using Internet Explorer if you are using a Windows Based Machine or Safari if you are using a Macintosh Based Computer. If you have any problems logging in to infobear please contact the Registrars office at x1231 from an on campus phone or 1-508-531-1231 from an off campus phone.

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Internet

Q: There is No Internet Connectivity in my Classroom/Office- What Should I Do?

A: If you are in a classroom instructing a class, please contact the help desk immediately for assistance. If you are unable to connect to the network, please check to make sure that the Ethernet cable is connected firmly to both the back of the desktop and the wall. Next, please click on Start -> Run and then type cmd Once in the command prompt, type ipconfig /release and then ipconfig /renew. If you receive any error messages when executing these commands, please follow the appropriate troubleshooting methods. If you are unable to resolve the issue, please call the help desk who can put in a ticket to have the problem investigated.

Q: There is No Internet in Resident Halls- What Should I Do?

A: If there is no wireless connectivity and usually there is, please contact ResNet ext. 7999 to troubleshoot the problem. Please follow the aforementioned troubleshooting for There is No Internet Connectivity in my Classroom/Office- What Should I Do? If when clicking on internet explorer, you are brought to a network authentication page, please make sure that Cisco Clean Access Agent is logged in. For additional assistance, please contact ResNet at ext. 7999.

Q: How Do I Configure My Notebook for the Wireless Network?

A: Please reference the following for wireless setup- http://it.bridgew.edu/telecomm/perfigo/directions.cfm. Either helpdesk can also assist you with setting up the wireless network by visiting them with your notebook during normal operating hours.

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Macintosh Computers

Q: I have Macintosh (Mac OS X)-based desktop or laptop computer. What is the best operating system to have installed on my computer to gain the easiest access to on-campus resources?

A: For the Macintosh, the best operating system to install is always the most currently available. "Leopard," version 10.5, is the current release of OS X, and should be used on all computers that support it.

Q: What software is required to be able to connect to the wireless network on campus for Apple OSX computers?

A: There is currently no special software to connect the computer to the network. Please make sure that the computer has either built in wireless capabilities or an OSX compatible wireless card.

Q: What Internet Browsers available for the Mac are compatible with the on-campus security software used at Bridgewater State College?

A: Safari and Mozilla Firefox are compatible with our on campus security software that allows you to gain access to the internet.

Q: How do I connect to the wireless internet (WLAN) available on campus with my Airport Wireless Card?

A: Please refer to the wireless setup question in the Internet portion of this page.

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Network

Q: How Do I Map a Network Drive?

A: On campus domain computer: Right Click on My Computer, then select Map Network Drive. From the dialogue that pops up, choose a drive letter from the drop down, and then type in the full path to the network drive (ex. \\campus.bridgew.edu\dfs\...). You can choose to have the drive automatically remapped on login in the Map on login button is selected, or deselect it to have the computer map the drive for the current login session only. On an off campus machine/notebook not on the domain, to map to the webhost drive, follow the same procedure, except for the path, type http://webhost.campus.bridgew.edu/<username>. When prompted, type in BSC\<username> as the username and then the user's password for the password.

Q: I Am Unable to Access a Network Drive- What Should I Do?

A: Make sure that you are successfully connected to the network. Try accessing a webpage from your computer. If you are able to access a web page, then try to remap the drive (see above). If you are still not successful, please call the helpdesk, where a ticket can be placed to have the issue investigated. Please mention the exact path to the network drive as opposed to just the G drive or referring to it by its assigned letter.

Q: How Do I Map a Network Printer?

A: To map a network printer from a domain controlled computer, click on Start -> Run and then type in the path to the printer (ex \\printerhost\oaq1). Once the queue (white box) pops up on the screen, the printer has been added to your printers list and can now be selected to print to in any program. If you are trying to connect to a network printer from a non domain controlled machine, please follow the directions at http://it.bridgew.edu/telecomm/perfigo/wirelessprinting.cfm

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Notebooks

Q: What are the Details of the Mass Advantage Program Notebook Repair Program?

A: There are two support counters on the Bridgewater State College campus, one located across from the Academic Achievement Center in the Maxwell Library, Basement Floor and the other located in the Moakley Center Open Access Computer Lab, First Floor. Here, for as long as the notebook is under the Complete Care warranty, any hardware/software issues can be handled on site by a dell technician. You must have your BSC Connect Card, notebook power cord and restore disks in order to receive hardware support (please contact Dell directly if you do not have your restore disks). The notebook when purchased is preconfigured with a three year warranty and can be upgraded to a four year warranty at the time of purchase. Dell Computers also fully supports this warranty and any problems can also be directed to Dell Tech Support. On the Dell laptop, there should be a label that contains all the information you will need to give the tech support personnel as well as the number to call them at.

Q: A Faculty/Staff Wishes to Upgrade Notebook- What Should I Do?

A: Please direct the faculty/staff member to Mary Rose at ext. 1778. IT support services cannot make a determination as to whether or not the faculty/staff member has met the upgrade requirements yet. This determination must be made by Mary Rose in the Information Technology Department.

Q: Where to Obtain Information About the Mass Advantage Program Notebook

Information for the Mass Advantage Notebook Program, as well as the requirements for purchase of a different laptop can be found at http://notebooks.bridgew.edu

Q: How Can I Purchase the Mass Advantage Program Notebook?

A: You can either purchase the notebook online at https://www.bridgew.edu/notebooks or on the phone at
1-866-257-4711. Mention the Bridgewater State College Recommended System.

Q: How Do I Connect to the Wireless Network with a Notebook Computer?

A: Please refer to the wireless setup question in the Internet portion of this page.

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Phone Systems

Q: How Do I Check Voice Mail?

A: To check voicemail, from on campus, dial 3737 and follow the prompts or from off campus dial 508-531-3737 and follow the prompts. Complete instructions can be found at http://resnet.bridgew.edu/voicemail.html

Q: I Have Forgot My Voice Mail Password_ What Should I Do?

A: Please contact the phone help line at x2499

Q: Other Phone Issues

A: If the problem is not resolved by looking at http://resnet.bridgew.edu/voicemail.html, contact the helpdesk who can place a ticket in to have the problem looked at.

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Printing Services

Q: About PAS

A: BSC's Printer Accounting Server (PAS) enables students to print coursework while controlling problems with unnecessary and wasteful printing in public computer labs and classrooms. The system is intended to encourage the campus to print conservatively, to control spiraling printing costs, and to conserve our valuable natural resources. Each student is allowed $25.00 of printing a semester, to be charged at $.10 per page of black and white and $.25 per page of color.

Q: My Account Has Reached $0-What Should I Do?

A: You do not have to take any further steps. You account is automatically authorized to charge another $25.00 to your account. Once your balance goes negative, the negative charges will be charged to your Student Account at the end of the semester.

Q: My Account Has Reached -$25- What Should I Do?

A: Printing has been stopped for your account. You must go to the Moakley Support Counter to fill out a PAS Authorization Form to continue printing. Please note that your account will be charged the negative balance you accrue.

Q: How do I Pay for Negative PAS Balances?

A: The negative balance on PAS will be charged to your Student Account that will post at the end of the semester. Please go through Student Accounts to pay this balance. You cannot pay for negative balances at either support counter.

Q: How Do I Share a Local Printer?

A: To share a local printer, Click on Start -> Control Panel -> Printers and Faxes, then locate the printer that you wish to share. Right click on the printer, and then select Sharing... On the dialogue that appears, select the share this printer option and then select a name for the printer. When completed, select the Apply button. On the computer that you wish to connect to the shared printer, select Start -> Run and type in //<computer name of computer connected to shared printer>/<printer name> . The computer will then connect to the shared printer and you will be able to select it from the drop down list.

Q: How Do I Map to a Network Printer?

A: To map a network drive, click on Start -> Run. In the box that appears, type in \\<printer server name>\<printer name>. Obtain the printer server information from a colleague in the office that has successfully connected to the printer. If they go to Start -> Control Panel -> Printers and Faxes and click on the printer, the printer should be listed as <printer name> on <printer server name>

Q: My Printer Will Not Print- What Should I Do?

A: Open up the print queue by clicking on Start -> Control Panel -> Printers and Faxes and clicking on the appropriate printer. Make note if there are any documents in the queue that are returning an error status. If there are, try to clear the queue by right clicking on the documents and selecting cancel. If you are unable to clear a queue, please contact Support Services who should be able to clear the queue for you. Once the queue is cleared, try printing to the printer again. If the document errors out again, make sure that the printer is not reporting any errors itself that can be troubleshot, such as jammed paper. If not, please contact support services who can put in a ticket to have the printer looked at.

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Teacher Station Support

Q: What are the Tier Levels and Descriptions?

A: Classroom technology is classified into a tier system based on the equipment in the room and the technological capabilities of the room. To view a general description of the tier levels, go to http://it.bridgew.edu/Support/tiers.cfm for information about each individual classroom and instructions on how to use the technology, go to http://it.bridgew.edu/Support/techclassrooms.cfm

Q: What Information Should I Provide While Troubleshooting?

A: If the issue is regarding a classroom emergency, defined by a technology issue on a computer that is currently being used in a classroom in session, then be sure to include the room location, problem, and any corrective actions tried in resolving the problem as well as your username. Support services should not ask for tag numbers, computer models, or any other information that would usually be included in a tech call. If the issue is not of a classroom emergency type, then please be sure to mention the Computer Name, Computer Type, Extension to Reach you at, Operating System of the Computer, Detailed Description of the Problem, Jack Number (If network problem), Computer Model, Tag Number, and any other information that may be helpful to the technicians.

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User Accounts

Q: How Do I Claim a BSC User Account?

A: BSC User Accounts are used for BSC e-mail, library resources, and logging onto any of the on campus machines. This is your primary username and password. To claim the account, you must know your banner id, obtainable by contacting the registrars office. With this information, go to the Bridgewater State College website and then click on the Account Registration -> Claim a BSC User Account

Q: How Do I Claim a BSC Infobear Account?

A: Your banner id and 6 digit pin is used to log in to infobear, the student information system. For claiming an infobear account, please contact the registrars office at (508) 531-2555

Q: How Do I Claim a Blackboard Account?

A: To claim a Blackboard account, you must first claim a BSC User Account (see above). With this information, go to the Bridgewater State College homepage, and then click on Account Registration -> Claim a Blackboard User Account

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Mobile Devices

Q: How Do I Set up My Mobile Device for the wireless?

A: We offer general instructions on setting Mobile Devices on the BSC Wireless. They can be found here: http://it.bridgew.edu/Telecomm/GenericMobileWireless.cfm.

Q: How Do I Set up My Mobile Device for Email?

A: We offer general instructions on setting Mobile Devices to connect to the email. They can be found here: http://resnet.bridgew.edu/mobiledevicestatement.cfm.

Last Modified: October 5, 2009