Help - Frequently Asked Questions

Please read below for answers to the most common issues experienced by those in online courses.

What are the technical requirements for an online course?
You will need access to the Internet and to email. You will get a free email account from NECC. For email-related questions contact the academic computing office at helpdesk@necc.mass.edu.
How do I get technical support when I have a problem?
There are two avenues of support for your online course: your instructor, and the NECC Helpdesk. The type of problem you have will determine who you go to for help.
1. When to contact your instructor
  Your instructor will assist you with course related questions, such as when quizzes are available, deadlines and assignments. Your instructor will also assist you if your course contains software requiring an access code, and you are having difficulty with the access code. You should also let your instructor know if you are having technical problems and have contacted the helpdesk.
2. When to contact the Helpdesk
  Help with MyNECC accounts, including login problems for Blackboard, Self Service, and Student Email is now provided through the NECC Helpdesk.
  
  The helpdesk offers walk-in support in Room B216 on the Haverhill Campus, and in Lawrence, Room L242.
  
  You can also contact the helpdesk by phone at 978-556-3111, or by email at helpdesk@necc.mass.edu
  
  Technical support for Blackboard may also be initiated by means of this technical support form.

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I get a "Bad username or password" error.
- You may be logging in incorrectly. Remember, your login is case-sensitive. Keep this in mind when entering your username and password.
- Usernames and passwords are the same as for your student email accounts and your self-service login. If you are not able to log in, please contact the NECC Help Desk at 978-556-3111 or email: helpdesk@necc.mass.edu.
I am having trouble with my NECC email account.

For NECC email accounts contact the NECC Help Desk at 978-556-3111 or email: helpdesk@necc.mass.edu

I am having trouble with a course access code.
- Contact your instructor about this error. Your instructor works closely with the textbook publishers who issue the access codes. Your instructor must resolve this issue.
Why am I having trouble viewing the PowerPoints?
Many of our course PowerPoints are either Flash-based, Java-based, or may require an additional browser plug-in. Blackboard.com has provided a list of plug-ins and their download links.

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Why does the page I reach say "Access to this URL is forbidden"?
When trying to log into Blackboard, some users have reported getting "403 Forbidden" or "Access Denied" error messages.
One possible cause is an Internet Explorer 6 update installed by Windows Update.
Solution: Some users found that this problem could be resolved by changing an Internet Explorer setting:
1. In Internet Explorer, from the Tools menu, select Internet Options.
2. Click the Advanced tab.
3. Under Browsing, clear the checkbox for Show friendly HTTP error messages.
4. Click OK.
5. Restart the Internet Explorer browser.
  If this problem persists after changing this setting and restarting your browser, it may be caused by spyware or deceptive software on your computer. Make sure to keep up-to-date virus protection and anti-spyware protection running on your computer.
I click on my quizzes but nothing happens.
A couple of things can cause this problem:
1. You have a pop-up blocker installed and since quizzes open in a new window the pop-up blocker will not allow the quiz to open.
  Solution: Configure your pop-up blocker to permit pop-ups at bbce6.necc.mass.edu.
2. Your quiz did open, but for some reason, it opened under the other windows. Minimize all open windows and see if your quiz exists behind the other windows.

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