Gladhill Learning Commons FAQ

Before you begin troubleshooting, make sure you are following these steps to get into our online tutoring system. If you are joining an ASL session, follow these instructions.

• Problem: I am signed into the system but I don't see my tutor and I have been waiting for a while.

Answer: FCC Online tutoring is by appointment only. Follow these steps to create an appointment. To confirm that you have an appointment for today, you can check:

1. the confirmation email you received when you scheduled your session
2. the list of your future appointments in the scheduling system. To access this, login to Blackboard as usual, then click "Schedule or Cancel a FCC Tutoring Appointment," and then click "See My Appointments" on the right.

If you have confirmed that you have an appointment for this date and time, contact the Learning Centers staff (see below).

• Problem: I have an error message or I can't get into online tutoring.

1)Try exiting Blackboard and following these steps again to try again. Sometimes when a student arrives before a tutor is ready, there will be an error message.

2)Try clearing the cache in your browser, closing it, and then restarting. The keyboard shortcut for clearing the cache in most browsers is Control+Shift+Delete for Windows and Command+Shift+Delete for MacOS. We recommend using either Mozilla Firefox or Google Chrome and making sure your browser is updated. 

2) If you have a firewall, check the settings or try another device. Sometimes a firewall on a student's computer can block content from being fully displayed within our online tutoring system.

3) Check to make sure you still have access to Blackboard. If you can't log into Blackboard or your student e-mail, try resetting your password through IT.

4) Instead of logging in through Blackboard, try to get to Online Tutoring through the website: www.frederick.edu/tutoring.

• If you are not logged in, it will ask you to log in with your student credentials
• Click on "Schedule an Online Appointment"
• Next to the top box, "Online Tutoring, Appointment Scheduling, and Writing Center," Click "Start Now"
• Follow these steps to schedule or join an online session.

If these solutions haven't worked, feel free to contact us. If it is during business hours, you can call 301-846-2444. If it is after hours, email us.  For technical issues, you can also use this link to chat with Thinkingstorm Customer Service 24/7 hours a day.