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Blackboard Help

Troubleshooting Windows Installation

This topic lists some of the common problems that occur during installation and possible solutions.

Log File

The installer creates a log file named bb_installer_log.txt. This file is found in the blackboard\logs directory.

If the installer fails, check the log file to help determine the problem. The log file includes a considerable amount of information about the installation process. Each time the installer is run, the attempt is appended to the log file. Make sure to focus on the latest attempt, which will be last in the log file.

Because of the amount of information in the log file, the problem may not be immediately apparent. Try searching for the following strings at the bottom of the installation log: BUILD FAILED or Root Cause. Look closely at the log file both above and below the search string (BUILD FAILED or Root Cause) for the reason the installation failed.

If the log file does not help diagnose the problem, keep a copy of the file in case you need to contact Blackboard Learn Technical Support by logging in to Behind the Blackboard. Technical Support will use the log file to diagnose the problem.

Pages Will Not Load

If certain pages in Blackboard Learn will not open or take too long to load, do the following to resolve this issue:

Modify the Windows registry and add the following keys:

  1. Click Start > Run > regedit.
  2. Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters.
  3. Add the following two values:

    TcpTimedWaitDelay=dword:0000001e
    MaxUserPort=dword:0000fde8

    These are DWORD values. After they have been created, you can double-click to edit their Decimal values.

Turn off Full Text Search on SQL Server:

  1. Click Start > Administrative Tools > Services.
  2. Stop and disable Microsoft Search and SQL Server Full Text Search service.

Turn off all network card offload functionality (disable TCP Checksum Offload):

  1. Right-Click My Computer > Properties > Hardware Tab > Device Manager.
  2. Click Network Adapters > right-click Broadcom BCM5708S NetXtreme II GigE > Properties.
  3. Click Advanced Tab > Property: Checksum Offload > Value: None.
  4. Advanced Tab > Property: Large Send Offload > Value: Disable.

Disable network card power saving features:

  1. Right-click My Computer > Properties > Hardware Tab > Device Manager.
  2. Click Network Adapters > right-click Broadcom BCM5708S NetXtreme II GigE > Properties.
  3. Click Management Tab > Uncheck Allow the computer to turn off this device to save power > OK.
  4. Reboot the system.

Turn off the TCP Chimney:

  1. Click Start > Run.
  2. Type cmd, and then press ENTER.
  3. At the command prompt, type Netsh int ip set chimney DISABLED, and then press ENTER.

To dynamically turn on TCP Chimney by using the NETsh.exe tool:

  1. Click Start > Run.
  2. Type cmd, and then press ENTER.
  3. At the command prompt, type Netsh int ip set chimney ENABLED, and then press ENTER.

Note:  To learn more, consult the Microsoft Knowledge Base article 912222.

Installation Failure Due to Strict Password Requirements (SQL Server)

For an installation with SQL Server, the installation may fail because of the strict parameters for password requirements. The user will receive the following message: 

Password validation failed. The password does not meet Windows policy requirements because it is too short.

To override or reset the password requirements, complete the following steps:

  1. Create a text file mycustom.properties and add the following line to it (substitute the right value):

    bbconfig.database.jreport.password=pAssw0rd

  2. Run the installer as follows (text in caps should be filled in as appropriately):

    java -jar bb-as-PLATFORM-VERSION.jar -config mycustom.properties

Blackboard Support Site and Knowledge Base

The Blackboard Knowledge Base, which is accessible through Behind the Blackboard, includes several articles that may address your problem. If a login for Behind the Blackboard is unavailable, please contact a Blackboard Account Manager.

Contact Blackboard Technical Support

For information about contacting Blackboard Technical Support, log in to Behind the Blackboard.