LU Learn: Support

LU Learn FAQ's

Email: blackboard@elhierroinfo.com

Local:365体育滚球 409-880-2222

Toll Free: 1-866-585-1738

If more assistance is needed, please visit  

What browser should I use?

We strongly recommend that you use the latest version of Firefox as your browser when accessing your online course work.
Firefox is available for download at

How do I know what my username and password is?

365体育滚球For assistance with issues concerning your username and/or password you are required to contact the university help desk at (409) 880-2222 or Toll Free at 1-866-585-1738.

Why can't I access my Blackboard course?

Courses will be available in Blackboard two weekdays prior to the course start date.

I've made changes to my account, Why can't I see them in Blackboard?

Blackboard updates at 6am, 12pm, 6pm and 12am. These updates can take up to 2 hours to complete. Check to see if your changes appear after the next scheduled update. 

My course videos won't play. What should I do?

The first step is to make sure you are using the latest version of firefox as your browser. See the "What browser should I use?" area for more information.

Next make sure your adobe flash player is up to date. To do so download and install the latest version from .
Next try clearing your internet history. Instructions for doing so can be found at .
If your videos will still not load/play after completing the previous steps you may need to try using another computer.

I am having issues with SafeAssign reports. What should I do?

SafeAssign takes anywhere from just a few minutes to 48 hours to return reports. This depends on how many papers are being submitted to the service at the same time. Most reports will be generated within an hour of submission.

Note: The IT HelpDesk has no way of checking on the status of your SafeAssign submission or how soon it will be processed. 

The maximum upload size for files submitted to SafeAssign through Blackboard is 10 megabytes (MB).

365体育滚球For any issues with the "matching percentage" of your SafeAssign submission - in regards to plagiarism - please email your instructor.

365体育滚球If your professor graded the paper and says he sees the matching percentage itself but you only see a blue dash in the matching percentage column, then please wait up to 48 hours. After 48 hours, please contact support.

SafeAssign only allows each student one submission per link. If you have accidentally uploaded the wrong paper to SafeAssign, please contact your instructor to reset the link so that you may upload the correct document.

Note: The IT HelpDesk cannot reset these links/submissions for students.

"Cannot connect to SafeAssign service error" - This error most often occurs in the Safari browser. Using an alternate browser will solve the issue.

Due to compatibility issues, we typically recommend users utilize the Firefox browser.


What software is required for online courses?

The software required may vary by course but here are some applications that are almost always necessary.
Browser: Mozilla Firefox |
Document Reader: Adobe Reader |
Browser Plugins: Adobe Flash Player | Java |
Microsoft Office or Compatible Alternative

Where do I get support for publisher resources (e.g. MyLabs, McGrawHill Connect, WebAssign)?

You will need to contact the publisher or your instructor for support with all publisher provided content.