Frequently Asked Questions

Support Resources

Request Assistance with Technical Problems

• pid/password/sign-in, hardware, software, blackboard, realplayer, centra, downloads, etc
• 540-231-5004 (M-F, 8:00 am-5:00 pm EST)

Request Assistance with Enrollment, Registration, or Admissions

• online forms, tuition/fee payments, deadlines, refunds, etc
• 540-231-1264 (M-F, 8:00 am-5:00 pm EST)

• Request Information or Ask a Question
• eLearning Resource List for Students
• Software Tutorials for eLearning Instructors or eLearning Students
• Orientation Materials for eLearning Instructors or eLearning Students

Frequently-Asked Questions

Note: these FAQs are targeted to eLearning instructors. For student FAQs, go to VTOnline

Blackboard

• Who should I contact if I have problems using Blackboard?
• My students cannot access some of the webpages and services that Blackboard provides.
• How do students access Blackboard?
• How do I combine multiple sections (CRNs) into one Blackboard course?
• What is Blackboard?
• When I try to link to some Blackboard pages, I get an "Access Denied" error message. What's going on?
• How do students get enrolled into my Blackboard course?
• How do I get a Blackboard username and password for someone who is not part of the Virginia Tech community?
• How do I manually enroll students in my Blackboard course?

Centra

• When I click on attend it brings me to a page that has the Virginia Tech heading but no content on the page.
• Why can't I get Centra to function at work?
• How do I install Centra on my PC computer?
• Why is the audio so choppy in session? I'm losing several words from each sentence.
• During a live session, my graphics take forever to download. I can tell others can see what the instructor is looking at by what they say, but I can't see anything.
• I'm in session and suddenly I can't hear anyone speaking anymore. The yellow equalizer bar tells me that they are speaking but I can't hear them.
• Centra Playback Does Not Work
• Why can I hear everyone speaking but they can't hear me?
• Why am I having trouble attending events when I use Netscape?
• How can I check my system to determine if it will work with Centra?
• While running Centra "System Check" my browser passes, but when it runs the network check the check just stops and gives no indication of whether it passed or failed.
• When I click "Attend", instead of the automatic download, I get a dialog box "Could not execute applications.rendezvous.client.Applicatio The system cannot find the file specified". Is there another way to get the client software?
• How can I view Centra sessions that have already occurred?
• How do I get a Centra account so that I can participate in the Centra sessions for my Virginia Tech online class?
• I lost my VT PID and Password, how will I connect to Centra and who do I contact?
• When I click "Attend", instead of the automatic download, I get a dialog box "You have chosen to download - Attend.jhtml from location "centra.iddl.vt.edu". Is there another way to get the client software?
• How do I request a Centra meeting time for my class group work assignment?
• Can I use Windows Vista with Centra?
• Can I use Centra on a Mac?

Distance Learning

• What is distance learning?
• How can I get more information about distance learning at Virginia Tech?
• How can I get help developing and teaching a distance learning course?

Evaluation

• How do I get the results of my course evaluations?
• How do I do my course evaluations if I am teaching an online class?
• How do I do my course evaluations if I am teaching a videoconferencing class?
• How do distance learning courses compare with face-to-face courses in terms of quality of instruction?
• I would like my students to have their exams proctored.

Library Services

• Is there any way to get books and articles from the library without coming to Blacksburg?
• Why am I denied access to use some library materials such as online databases?
• Is there someone at the Library who can help me find what I need?

Online Media

• I have the most recent player but the video is garbled and erratic.
• I cannot open a PDF file because I receive the following error: File does not begin with '%PDF-'. How can I view this PDF?

RealPlayer

• I have the most recent player but RealPlayer freezes when I try to play the video.
• I have the newest player but all I get is a black screen when I try to play the video.
• I have the newest RealPlayer but it just buffers continuously without ever starting the video.
• Why do I receive a "Cannot connect to server", "Connection to proxy server could not be established" error, or similar error?
• Why does the presentation stop midway through?

Scheduling Distance Learning Courses

• How do I request scheduling for a videoconferencing classroom?
• Who is responsible for submitting requests for videoconferencing classrooms?
• I submitted a request for a videoconferencing classroom, but I need to make a change. What do I do?
• I need a videoconferencing classroom for a special event, not a whole course for a whole term.

Software

• Is there someone who can help me learn how to use the software I want to use in my course?
• I need some software for my course. Where do I go?

Student Services

• My students think my online class will be easier than a face-to-face class. How can I make sure they are better informed before they enroll?
• My students aren't getting some emails or course announcements.
• Who do my students contact if they have hardware problems?
• Who do my students call if they don't have a Virginia Tech PID?
• My students can't get access to some of the Library's services.

Windows Media Player

• The video stream images are distorted, fuzzy, and sometimes disappear altogether.
• My Windows Media Player v 7.1 won't play on my Windows NT 4.0 or Windows 95 machine.
• When I try to view a Windows Media stream I get "Visual C++ Run Time Error:Abnormal Program Termination" and the player locks up/freezes/crashes.
• The video stream freezes. ( I have an NVidia Riva TNT video adapter.)
• Text is unreadable when I'm viewing lectures with Windows Media Player. How can I fix this?