Category: Known Issues

RESOLVED: Pearson MyLabs & Mastering unavailable in Blackboard

Update 11/3/22 10:36 AM: Pearson reports the issue as resolved.

RESOLVED: The issue with MyLabs & Mastering customers receiving a 504 error has been resolved. Thank you for your patience


We are aware of an issue with Pearson MyLabs & Mastering in Blackboard. Pearson’s status page lists this service disruption starting at 9:44 AM on November 3, 2022.

INVESTIGATING: We are investigating an issue that is impacting your course access. Customers may experience a 504 error message when accessing courses or course content.

Users can check on the availability of MyLabs & Mastering on Pearson’s status page. CIT will continue to monitor the issue and update this post as new information becomes available.

Resolved – Blackboard files error

Update Oct 25 3:24 PM: Blackboard Support reports that the Blackboard files issue was with one of their vendors and is now resolved. If you are still seeing the error, please clear the cache in your internet browser.

If the issue persists contact the Center for Instructional Technology.

We are aware of an issue with access to files in Blackboard. Users may see a screen with a Blackboard logo, the words “Learn SaaS”, and an icon of a computer screen and a wrench.

Blackboard Learn SaaS Maintenance

We are working with Blackboard Support to resolve this issue and we will update this post with any updates.

Known Issue – Courses not Syncing to Blackboard

Update Oct 25 8:45 AM: Events continue to pass through the queue for course creation and enrollment sync. Delays are possible with a large amount of courses being created.

Update Oct 24 4:40 PM
: Events are passing through the queue for course creation and enrollment sync. If you are still having issues with this process, please let CIT know by submitting an online request.

We are aware of an issue where courses are not syncing to Blackboard. These courses are marked with an integration code of LEARN in the Blackboard Learn Section Maintenance tool, but they do not show up in Blackboard. This means that newly created courses and enrollment changes from myBama may not currently be reflected in Blackboard.

If you are experiencing this issue, please let us know by submitting an online request. We will continue to update this post as we get more information.

RESOLVED – Mediasite Unavailable

Friday October 21, 2022 @ 10:41 AM: At this time, all issues have been resolved relating to Mediasite. If you experience any further issues, please contact UA Online Technical Support.


Mediasite is currently unavailable for all users. Mediasite is the video platform used in UA Online and Early College courses.

An update to the platform began on Friday, October 14 at 11:59 PM and was scheduled to end Monday, October 17 at 8:30 AM. Mediasite technical support is aware of this issue, and we will update this post as soon as new information is available.

Known Issue: Old Turnitin assignments unsupported

In May 2022, we updated the method used for connecting Blackboard to Turnitin. This update brought some user interface changes and allows for more system updates in the future. Turnitin Support has confirmed that their support for the previous Turnitin tool ended on August 31, 2022. For more information about these changes, please visit our knowledge base article: Changes to Turnitin 2022

Instructors using the previous version of Turnitin should recreate their Turnitin assignments using the following guide: How do I create a new Turnitin assignment?

A message from Turnitin:

As part of Turnitin’s commitment to providing the best possible user experience via our integrations, we will no longer provide support for the Blackboard Basic plugin, and only access will remain to past assignments and submissions via your Blackboard Learn environment. Per previous reminders, the end-of-life date was August 31, 2022.

Along with Blackboard’s plan to end support for all building blocks, this allows us to shift focus on providing a unified LTI 1.3 integration option with access to all Turnitin Feedback Studio features, and without the requirement for institutions to regularly upgrade their experience.

Known Issue – Respondus Lockdown Browser on iPad

We are aware of an issue with students using the Respondus Lockdown Browser app on an iPad. Students may receive an error message, in Blackboard, that says

“Either you are not logged in or you do not have the appropriate privileges to perform this action. You may have access to other parts of the course.”

While we are working on a resolution for this issue, there are a couple workarounds:

  • You may need to disable Private Address for eduroam on your device. Visit this guide for more information: Turn Private Address off or on for a network
  • If you are unable to take the test with Respondus Lockdown Browser using the eduroam wireless network, connect to an alternate internet connection.
  • If you are unable to take the test with Respondus Lockdown Browser using the eduroam wireless network on the UA campus, register your mobile device to use UA-WPA-PSK as an alternate wireless network. Visit this article for more information: Housing Internet – UA-WPA-PSK

Known Issue – Respondus Lockdown Browser error on Mac

Students may encounter an error on a Mac computer regarding the “SSInvitationAgent”. The error message prompts users to go into their Sharing settings to uncheck boxes. This action may not resolve the issue.

Respondus Support posted alternative steps to resolve the SSInvitationAgent error. We have tested the linked steps and it resolved the issue.  Respondus Support – Close SSInvitationAgent on a Mac

Resolved – Panopto Errors

Update September 7, 2022 @ 4:04 PM: Panopto Support resolved the issue. Users should no longer receive error messages while recording/viewing content.


Panopto Support is aware of an issue that is impacting Panopto recorder webcasts on roughly half of all customer sites. Customer webcasts using a Panopto recorder may fail to start or fail to continue streaming. However, all Panopto experiences may encounter errors.

Panopto is working on a resolution to this issue. We will update this post with any new information.

RESOLVED: Service Desk Ticketing System Maintenance

Update 8/22/22 7:10 AM: We now have access to our ticketing system. There will be a delay in responses to email and voicemail requests. Thank you for your patience.


The Center for Instructional Technology’s ticketing system is undergoing an unexpected maintenance. There will be a delay in responses to email and voicemail requests. We will update this post when it is resolved.

RESOLVED – Blackboard Mobile App Search Issue

Update 8/12/2022 3:13 p.m.: This issue has been resolved.


We are aware of an issue affecting the Blackboard Mobile app after a recent update. If you are downloading the app for the first time, you may not be able to find the University of Alabama in the institution/workplace search bar. We are working with Blackboard Support and will update this Known Issue when it is resolved.