Known Issues

Issues that are detected within our virtual learning environments are listed here and include workarounds.

We suggest you keep an eye on this page and if you come across an issue that is not currently reported, contact us via our support form.

BB App: Learning modules not displaying

Affected: Students
Description: Students using the Blackboard App will not see Learning Modules in an Ultra Subject.
Workaround: When viewing LearnJCU on a mobile device we recommend using the web browser Chrome or Safari.

Respondus: Special characters in title cause Test to fail

Affected: Lecturers of subjects in Ultra view
Description: Tests which contain multibyte characters in the title will fail when being used in conjunction with the Respondus LockDown Browser. 
Workaround: Teaching staff should adjust Test titles to use simple characters (plain text) and remove special characters.

Respondus: LockDown Browser in Ultra

Affected: Students
Description: Opening the Lockdown Browser before starting the test in Ultra subject sites results in an error.
Workaround: The correct sequence for using the LockDown Browser in Ultra subject sites is to open the subject in Chrome or Firefox and then access the test normally which will prompt the LockDown Browser to open.

LearnJCU: Class register student count

Affected: Lecturers of subjects in Ultra view

When viewing the student count in Class Register, in a LearnJCU Ultra subject, the count will include disabled enrolments.

Note: Disabled enrolments will not be shown in the list only in the count.

Workaround: Export your Grade Centre and use that list to get your count. Don't forget to extract 'dummy' and 'un-enrolled' students.

LearnJCU: Some uploaded files are not available

Affected: All users
Description: Some files uploaded by teaching staff are not accessible by all users after a short period of time has passed. Files affected by this issue will be given a URL which starts with '' and users will receive a 404 error when trying to access them.
Workaround: Teaching staff should re-upload the affected file.

LearnJCU: Subjects not listed correctly on subject page

Affected: Students
Description: Students enrolled in two or more subjects which are merged see only one of the subjects displayed on the subjects page.
Workaround: This is a display error and does not reflect a change in enrolments or change the availability of subject site content. Students can confirm their subject enrolment via eStudent.

LearnJCU: Daily email notification links

Affected: Students
Description: When you click on the links within the daily email notifications sent via LearnJCU, they take you to the LearnJCU Gateway and not the related content in your subject site.
Workaround: Log into LearnJCU and view the notification in your Activity Stream. Links within the Activity Stream will take you straight to the relevant content.

Mediasite: Authentication error when downloading VODcasts

Affected: Students
Description: Students receive an authentication error when attempting to download Mediasite VODcasts.
Workaround: To overcome this students must provision a Mediasite profile by clicking on Tools (Books and Tools in Ultra) and then clicking on My Mediasite. They will be presented with a message from Blackboard asking them if they wish to allow Blackboard and Mediasite to make changes on their behalf and must click Allow. Students will then be able to download VODcasts.

Mediasite: Errors in Safari

Affected: All users
Description: Staff and students who attempt to access the My Mediasite dashboard or the Mediasite Content Selection Tool in Safari receive an error.
Workaround: Use either Chrome or Firefox.

Mediasite: Play error

Affected: Students
Description: Mediasite reports that 'You are not authorized to view the requested content'. This is caused when a direct link to a presentation is provided rather than inserted using the Mediasite Content Selection Tool.
Workaround: Teaching staff need to recreate the link by following the short step-by-step guide on how to publish Mediasite Presentations to LearnJCU.

Readings: New tool introduced in 2017

Affected: Students and staff
Description: At the end of 2017 Masterfile was replaced by a new Readings tool (Talis) and old reading links will no longer function.
Workaround: Staff must recreate and redeploy readings via the new tool.

YourJCU: Finding old subject reports

Affected: Staff
Description: Trouble finding subject reports from previous years.
Workaround: Follow this short step-by-step guide on how to view reports.

Report an issue

Report an issue via our support form.