Email Templates

Use these templates as guidelines for communicating to faculty.

2. Scenario: Technology Settings (Student side)

Use this template for tickets relating to properly viewing content. Otherwise, use the general template.

Dear Professor ___,

An issue was forwarded to our office from UH Blackboard regarding a student, StudentName, from CourseNameAndNumber. Your student reported that SummarizeProblemHere. (Please see the email forwarded below).

When the student is able to access the materials but has problems viewing, we recommend that they refresh the page, download any updates or plug-ins prompted by the browser, and/or try a different browser. Remember to inform students to download and use Respondus Lockdown Browser to take a test if that applies. Otherwise, Mozilla Firefox is recommended for normal  Blackboard viewing.

You can also inform the student that they can check for an answer here: InsertLinkToSpecificHelpSite

We work directly with faculty only, so please contact your student. Let us know if you need assistance in resolving this issue by CCing or emailing classidt@uh.edu directly.

Bests,
YourName
Graduate Technology Assistant
CLASS Office of Educational Technology

Example 1 (Loading or Viewing Issue)

Dear Professor Cullen,

An issue was forwarded to our office from UH Blackboard regarding a student, Jacob Hall, from PSY 1101. Your student reported that “videos are not loading even though I tried to refresh many times.” (Please see the email forwarded below).

When the student is able to access the materials but has problems viewing, we recommend that they refresh the page, download any updates or plug-ins prompted by the browser, and/or try a different browser. Remember to inform students to download and use Respondus Lockdown Browser to take a test if that applies. Otherwise, Mozilla Firefox is recommended for normal  Blackboard viewing.

You can also inform the student that they can check their browser here: https://en-us.help.blackboard.com/Learn/9.1_2014_04/Student/015_Browser_Support/Browser_Checker

We work directly with faculty only, so please contact your student. In some cases, it may be the video itself that needs updating. Let us know if you need assistance in resolving this issue by CCing or emailing classidt@uh.edu directly.

Bests,
Verna Johnson
Graduate Technology Assistant
CLASS Office of Educational Technology

Example 2 (Accessing a Test That Is Available)

Dear Professor Cullen,

An issue was forwarded to our office from UH Blackboard regarding a student, Jacob Hall, from PSYC 1101. Your student reported that “i keep trying to start the test but it keeps saying there’s an error. it is due tonight!” (Please see the email forwarded below).

Please to inform students to download and use Respondus Lockdown Browser to take a test if that applies. Mozilla Firefox is recommended for normal  Blackboard viewing.

If your exam requires a Lockdown Browser, you can inform the student that they can review the procedures here:

We work directly with faculty only, so please contact your student. Let us know if you need assistance in resolving this issue by CCing or emailing classidt@uh.edu directly.

Bests,
Sai Gummadavelly
Graduate Technology Assistant
CLASS Office of Educational Technology

Resources to Use or Recommend
Optimizing Files for Blackboard (Uploading and Attaching) (PC): http://www.uh.edu/blackboard/downloads/Optimizing_Files_PC.pdf
Optimizing Files for Blackboard (Uploading and Attaching) (Mac): http://www.uh.edu/blackboard/downloads/Optimizing_Files_Mac.pdf
Checking Your Browser for Blackboard Compatability: https://en-us.help.blackboard.com/Learn/9.1_2014_04/Student/015_Browser_Support/Browser_Checker
Blackboard Java Issues: http://www.uh.edu/blackboard/help/java-cache/
Testing Best Practices for Students in Blackboard Learn: http://www.uh.edu/blackboard/downloads/Testing_Best_Practices_for_Students_in_Learn.pdf
Student Guide to Respondus Lockdown Browser: http://www.uh.edu/blackboard/downloads/Learn_LockdownBrowser_student_guide.pdf
Respondus Lockdown Browser – Take Exams (video): https://youtu.be/VOyS2SHdl4I?list=PL-m33CSVNP2CE6pAJDucN34BFRahEEaJj
Turnitin Student Solutions: http://turnitin.com/en_us/support/help-center