Digital Learning troubleshooting & support

This page contains information about how to troubleshoot common technical issues, how to contact the Helpdesk, and a list of details that you can provide to help us solve your problem.

Page menu

Start here: common fixes

Most Digital Learning tools that you’ll use are browser-based, and many minor problems can be resolved by trying the following troubleshooting steps.

1 . Try a different web browser

Try and perform the same task which you are having problems with in a different web browser. The most common ones are:

Google Chrome

Google Chrome logo

Download Chrome

Mozilla Firefox

Firefox logo

Download Firefox

Microsoft Edge

Microsoft Edge logo

Download Edge


Safari logo

Download Safari

Please note: Blackboard no longer supports the use of Internet Explorer. We recommend using Chrome for the best experience.

Unsure what browser you’re using?

Visit Blackboard’s browser checker to find out which browser and operating system you’re using.

If your issue is Blackboard related, this will tell you if your browser is supported and whether you need to update it.

Blackboard Help: Browser Checker

2. Clear your browser's cache and cookies

Browsers store information from the sites you visit to help them load faster, however clearing your cache and cookies can often fix issues and improve performance.

Please make sure you close and reopen the browser before attempting to access the page again.






3. Update your browser to the latest version

Out of date browsers can become incompatible with tools such as Blackboard and can cause them to stop working. Update your browser to have the best chance of avoiding this.






4. Disable extensions / ad blocker

Sometimes third party extensions can interfere with the way that your browser behaves. Disabling them will uncover if this is the case.






5. Check for firewalls

If you are struggling to access the University systems from a workplace that is not the University of Sheffield, please contact your local IT department to see if a firewall has been set up which can block access to certain sites.

My problem is with a specific tool

We have dedicated FAQ/troubleshooting pages which address common issues that can arise in the tools that we support. Please visit these pages to see if your problem is listed.


Kaltura Capture


PebblePad (staff)

PebblePad (students)

Crowdmark (staff)

Crowdmark (student)

Numbas (staff)

Sometimes we identify issues with our digital learning tools that are not quick to fix. In these cases, we report the issue to our suppliers and where possible suggest workarounds. Please see our known issues page for more information.

Digital Learning Tools: Known issues

Get in touch:

You can contact us directly with any enquiries by sending an email to the address below.

We are open: Monday-Friday, 8:00am-5:00pm. We will aim to respond within 1-2 working days.

For support with technical issues, please try the above troubleshooting steps before contacting us.

If the problem persists, please include answers to the questions below to help diagnose the problem. This helps us find out if the issue is related to an individual computer, system or browser.

  1. Is this a new problem? When did it start?

  2. Which Blackboard course does it relate to? (if applicable).

  3. What is the URL or ID, or title of the Kaltura video? (if applicable). The ID is the last part of the URL:

  4. Where are you working? On campus / At home / At work

  5. What network are you connected to? Wireless / wired / tethered to mobile?

  6. Are you connected to the VPN?

  7. Which device are you using? Desktop / tablet / mobile. Is it personal or university-owned?

  8. Which browser are you on? Chrome / Firefox / Safari / Edge / other?

  9. Which version of the browser are you on?

  10. Which operating system are you using? Windows / Mac / iOS / Android.

  11. Which version of the operating system are you using?

Tip: Blackboard’s Browser Checker automatically detects a lot of this information. You can then copy and paste it into the email to us with details about your problem.

Please remember to add any information that is not automatically detected by the tool.

Blackboard Help: Browser Checker

Copying and pasting the automatically detected system information from Blackboard's Browser Checker