Technical Support for Online Learning

Usernames and passwords

Usernames to access Wake Tech's online courses and services include initials for first and middle names and last name.

For example, Suzie Q. Public's Key Account username would be sqpublic. Exceptions to that format include the following:

  • Omit the hyphen for hyphenated last names.
  • Married female students may need to replace the middle initial with the initial of their unmarried name. (Mrs. Suzie Q. Student Online would log in with sqsonline.
  • Sequential numbers will be automatically added to duplicate usernames.

Passwords

All new student Key Account initial activation passwords are set with a temporary password that combines the seven-digit student ID number, the first two letters of the student's first and last names, with the first letters of each being capitalized, and the student's date of birth in the MMYY format. Here is an example:

Student name: John Doe
Student ID #: 1234567
Date of birth: 3/5/1992

Initial password: 1234567JoDo0392

Sign in through Microsoft to change the initial password to something only you know. When you reset the password, it must include the following:

  • At least 14 characters long
  • Cannot contain your account name or parts of your full name that exceed two consecutive characters
  • Contains characters from three of the following four categories:
    • English uppercase characters (A-Z)
    • English lowercase characters (a-z)
    • Base 10 digits (0-9)
    • Non-alphabetic characters: for example  @  #  %  :  -
    • Cannot contain the characters: !  &  { }  ~  "  `  '  < >  +  =  [  ] * $

The password is valid for 365 days.

Email

Students enrolled in credit courses automatically receive free Wake Tech email accounts. Twenty-four hours after activating your Wake Tech Key Account, go to Office 365 and type in your Key Account username followed by @my.waketech.edu (example: [email protected]). Use your Key Account password for Office 365.

Students registered for credit courses are required to use Wake Tech email accounts for all school-related correspondence. Do not forward your Wake Tech email to other email accounts. Faculty will not respond to email from any other source.

If you have questions or concerns regarding your Wake Tech email account, call the IT Helpdesk at 919-866-7000 or visit Microsoft Support for guidance.

Blackboard

Test won’t load? Document won’t open? If you have a technical problem in an online course, call the Blackboard Help Desk at 919-866-7000 Monday through Thursday 8 a.m. to 8 p.m. and Friday 8 a.m. to 5 p.m. or email [email protected].

For assistance after hours or on weekends, call Blackboard Student Services toll-free at 866-471-4252 or check out Blackboard's online resources.

NOTE: If you are experiencing login issues, first try resetting your password by visiting Wake Tech's password portal. Most login issues are due to passwords expiring. By resetting your password using the portal, you may be able to resolve your login issues without having to wait for assistance.

Moodle

Wake Tech uses Moodle (Modular Object-Oriented Dynamic Learning Environment), a learning management system similar to Blackboard, for Workforce Continuing Education (WCE) classes with online content.

Wake Tech also offers non-degree training through online educational partners that have large catalogs of courses.

WCE's distance learning office is in Building C on the Scott Northern Wake Campus. Email staff at [email protected].

ITS' Moodle team can be reached at [email protected].

Troubleshooting browser problems

Compatibility

Is your web browser compatible with Blackboard? Go to Blackboard's browser checker to see a browser compatibility chart.

Cookies

Third-party cookies are enabled by default on all supported browsers. If you have difficulty staying logged into Blackboard, check browser settings to make sure that you allow third-party cookies.

Pop-up blockers

If you have difficulty downloading links or viewing discussion posts or quiz windows in Blackboard, you may need to disable pop-up blockers on your Wake Tech Blackboard website.

Plug-ins

Some courses require the installation of third-party plug-ins, such as Adobe Flash, Windows Media Player and others. In these cases, you will be notified and given a link to the required plug-in.

Computer settings

Disable pop-up blockers

You have the option to turn off any pop-up ad blocker programs installed on your system. Pop-up blocker applications work in the background while you browse the internet. When they detect a pop-up window that may be an unwanted advertisement, they automatically close the window. This functionality can prevent you from seeing or downloading files in Blackboard.

Pop-up blockers may be installed as part of a browser toolbar, as part of your browser, as part of your virus protection software or even as a separate program.

Generally, you have a choice of disabling the pop-up blocker entirely or enabling only trusted sites. The process varies depending on the configuration of your computer, antivirus software and browser.

File-naming conventions

When placing files into Blackboard as a discussion board attachment, email attachment, course materials link or an assignment attachment, it is important to name the files properly before attaching them. Below are a few file-naming conventions that should be followed. File names should not be longer than 32 characters including the file extension (.docx).

  • Correct
    • Dog.docx
    • theDogRan.docx
    • thedogran.docx
    • Dog1.docx
    • Dog_1.docx
  • Incorrect
    • dog ran.docx
    • dog-ran.docx
    • dog&ran.docx
    • Dog#1.docx
    • dog/ran.docx
    • dog.ran.docx
    • the dog ran over the fence across the field.docx

Plug-ins

Java

Blackboard uses Java for uploading assignments, among other things. Java allows mini programs known as applets to run in Blackboard and in web browsers. Make sure that you have the most recent version.

Adobe Reader

Adobe Reader is a free plug-in for reading, but not editing, PDF files.

Free video players

Test tips

  • Reboot your computer before the test, particularly if it has been running for a while. This will free memory resources and provide a fresh connection to Blackboard.
  • Close other browser windows or programs before starting the test and maximize the test window. Do not minimize the window during the test.
  • Do not refresh the page, close the window or use the browser's back button while taking an exam or quiz.
  • Do not open the exam or quiz in more than one browser window at a time or in different browsers. In most cases, Blackboard will automatically submit the assignment because it is registering more than one attempt on the exam or quiz.
  • Single-click exam links – never double-click. Double-clicking will lock you out of an exam.
  • If a "Save" button is available, click it periodically in case problems occur during the test.
  • Select the "Submit" button only once when completing the exam or quiz.
  • Never wait until the last possible moment to start an exam. If an instructor schedules two days for your exam, plan to take the exam early on the first day it is available. If something goes wrong, you have time to contact technical support and your instructor.
  • Email your instructor immediately if you have a problem with a quiz or exam. Be sure to send screenshots of any issues.

NOTE: Although the Blackboard Mobile Learn App is a convenient way to connect to an online course, be aware that the smallest signal interruption can sever the connection to a test in Blackboard. In addition, assignments, collaboration tools and Flash-based content or videos may not work well with a mobile device.