Blackboard Student Support
Blackboard Student Support

Login Problems

If you are unable to log into Blackboard you will receive an error message when attempting to login. This page provides specific help and contact information for every login error, and is the fastest way to get any login issue resolved.

An error occurred while the system was processing this login request.

This error occurs when a User ID cannot be located in Blackboard.

  • Make sure you are accessing Blackboard with your new ACCeID
  • Add/Drops are not processed immediately. If you've recently added a course that is hosted on Blackboard, your account should appear in Blackboard within 24 hours.
  • Make sure you are entering the correct User ID. What's my ACCeID?

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Access denied - your account access to the system is no longer available.

This error occurs when you attempt to log into Blackboard with an old user account.

  • All Blackboard users should now login using their new ACCeID.

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Could not login. Valid authentication credentials were not provided.

This error indicates you've entered an invalid password.

  • You must activate your ACCeID before you can log into Blackboard
  • If you have forgotten your password, please use the, "Forgot your password?" feature linked just below the login boxes. For more information, please see "I forgot my password" on the student FAQ.

If you are unable to retrieve your password using the, "Forgot your password?" link, please contact the ACC Computer Accounts office at 223-PWDS (7937).

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There was a problem with this login request. Contact the system administrator.

This error occurs when you attempt to log into Blackboard directly from the login page.

  • Blackboard's authentication system requires a security token that is initially set on the Blackboard home page, http://acconline.austincc.edu. If you access the login page without first visiting the home page, the token is never set and will result in this error.

You can resolve this issue by accessing Blackboard from: http://acconline.austincc.edu

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An error occurred in the authentication module: Error occurred while trying to lookup the current session.

This error is generated when Blackboard is unable to properly set a cookie on your computer. Your computer must be able to accept a cookie in order to use Blackboard.

  • If you are using Microsoft Internet Explorer on a PC, follow these steps to enable cookies:
    - In Internet Explorer, select Tools > Internet Options
    - Select the Privacy tab
    - Click the "Sites" button
    - In the, "Address of Web site" field, enter acconline.austincc.edu, and click the Allow button.
    - Click the OK button and then attempt to log into Blackboard
  • If you are using Microsoft Internet Explorer on a Macintosh, follow these steps to enable cookies:
    - In Internet Explorer, select Preferences > Receiving Files > Cookies
    - You may select either of the following options from the drop down menu: "Never Ask" or "Ask for each site"
  • This error can also be caused when software firewalls such as Zone Alarm, McAfee Personal Firewall, Norton Personal Firewall, Black Ice Defender, and others are not configured properly. If you are running a software firewall you should set http://acconline.austincc.edu/ as a trusted site. McAfee Privacy Service should be configured to allow cookies from http://acconline.austincc.edu/.

How to allow a cookie using Norton Internet Security or Norton Firewall

Please note: This error is specific to the computer you are attempting to access Blackboard with.

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No Authentication credentials were provided with the request.

This error is usually received when active scripting is not enabled on your computer.

  • If you are using Microsoft Internet Explorer on a PC, follow these steps to enable active scripting:
    • In Internet Explorer, select Tools > Internet Options
    • Select the Security tab
    • Select the Internet Zone (Globe) and then click the Custom Level button
    • Scroll down until you reach the Scripting section, and ensure Active Scripting is enabled.
    • Click the OK button and attempt to log into Blackboard
  • If you are using Microsoft Internet Explorer on a Macintosh, follow these steps to enable active scripting:
    -In Internet Explorer, Select Explorer > Preferences > Java
    -Check "Enable Java" and then click OK
  • This error has also appeared frequently in computers running Windows ME with an older version of Internet Explorer. You can visit Windows Update to obtain the latest version of Internet Explorer.
Please note: This error is specific to the computer you are attempting to access Blackboard with.

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