Having an issue with your technology? Choose the issue that you are experiencing below and work through the suggested solutions. Alternatively, you may contact Blackboard support, which is listed at the bottom.

Troubleshooting

Cannot connect to Collaborate

  • If you are connecting from an iOS device (iPhone/iPad) review the steps on the Collaborate instructions page. Ensure that you are using Safari.
  • Try another browser. We recommend Chrome or Firefox, but if you're having problems with those you can also try Microsoft Edge or Safari.
  • Try rebooting your computer.
  • If you are using a wireless connection that may be of poor quality, try a wired connection.
  • If you are connecting through a VPN (virtual private network), try connecting with the VPN disabled.
  • Collaborate will not work from Sentinel.

Cannot rejoin a session after leaving or crashing

  • This issue is only relevant if you try to reconnect and get a message that says "Uh-oh! you're disconnected" and then you end up in a room with nobody else.
  • Please close the browser you were using to connect to Collaborate (the entire browser and not just the browser tab), wait a couple minutes, and then try again. Alternatively, you can reboot your computer, ensure at least 2 minutes has elapsed, and try again.
    • If that doesn't work: between 7:30am and 6pm (pacific) call Computer Services helpdesk at 250-391-2658 or 866-808-5429 and they can provide you with the guest link for immediate access, or contact the instructor and they can provide you with the guest link for immediate access.

Audio noise/feedback

Feedback is caused by audio from your speakers going back into your microphone. Feedback cancellation is used to try to prevent audio feedback but is not always successful. If you or someone else are causing audio feedback when the microphone is turned on:

  • Switch to a headset (or even just headphones).
  • Mute your microphone when you're not talking.
  • Turn down your speaker volume as low as possible.

Frequent audio dropouts

This is usually caused by the quality of your internet connection. If possible, connect to the internet through a wired connection (not wireless). Alternatively, you can use phone access: click on My Settings at the bottom on the left and click Use your phone for audio (Note that long distance charges may apply).

You may also try an internet connection at another location.

(as of 2020-04 the following feature is temporarily limited in functionality and will only tell you if your internet connection is poor, good, or excellent) To see the quality of your internet connection while connected to Collaborate, hover your mouse over the network quality icon to the right of your name in the attendees panel (shown below). Ideally the 'Loss' will be zero, and for most people it will be zero. Above zero and below 3% usually causes only minimal audio glitches, 3-5% is more significant, while above 5% can seriously impact your experience. Audio loss means that some of the audio being sent from your computer to the Collaborate server is being lost, and this is caused by the quality (not speed) of your internet connection.

Microphone is not working (attendees cannot hear you)

  • Ensure that you have turned on your microphone in Collaborate. The microphone icon will appear green when it is on. If you do not see the microphone icon at all then moderators will need to give you permission to share audio.
  • Collaborate is reporting a permissions error or the microphone icon is not turning green when you try to enable it
    • Refer to the Blackboard Collaborate troubleshooting page that will help with browser permissions for your browser.
    • Try switching web browsers, preferably to Chrome or Firefox.
    • Try rebooting your computer, as sometimes other applications will lock the microphone, and rebooting your computer should fix this.
  • In Collaborate, your microphone icon is turning green to indicate that it is on but nobody can hear you
    • Ensure that you have the correct microphone selected and that it is working: Select My status and settings at the bottom left, select Settings (the gear icon), and select Set up your camera and microphone. Follow the prompts. If your computer has multiple microphones ensure that the correct microphone is selected.
    • Some headsets have mute and/or volume controls on them or on the cable. Ensure that the microphone is not muted and that the microphone volume is turned up.
    • Test your microphone here to see if it works
      • If this does not work, ensure that the microphone is not muted in the operating system and that the microphone volume is not set really low in your operating system. You may also try rebooting your computer.
    • Try switching web browsers, preferably to Chrome or Firefox.
  • Contact Blackboard for support.

Microphone sounds distorted (Windows 10)

You use Windows 10 and you're finding that your microphone sounds distorted to others and possibly also too quiet. Try the following steps:

  1. In Windows 10, right click on the Speakers icon by the clock and select Open Sound settings



  2. Under Input, select Device properties.



  3. Select Additional device properties at the bottom
  4. The next window will look different based on the computer. Look through the tabs for any options pertaining to 'audio enhancement'. Disable any audio enhancement. If there's nothing here on audio enhancement then these instructions won't be able to help you.
  5. Test the microphone again to see if disabling audio enhancement helped.


Video is not working

  • Ensure that you have turned on your video (camera) in Collaborate. The video icon will appear blue when it is on. If you do not see the video icon at all then moderators will need to give you permission to share video.
  • If you click on the video icon and nothing happens (it doesn't turn blue), then it's likely a browser permissions issue. Refer to the Blackboard Collaborate troubleshooting page that will help with browser permissions for your browser. You could also try rebooting your computer, as another program may have locked your camera.
  • If you click the video icon, it turns blue, but you don't see an image, try the following:
    • Test the webcam here to see if the same thing happens. After giving the website permission to use your camera you should immediately see your camera image at the to right. If it does not work here either, try the following:
      • Ensure the camera is pointed at you and you are in a well-lit environment.
      • Ensure that the camera does not have a physical privacy switch on it that is blocking the camera.
      • Ensure that the webcam isn't turned off or set to privacy mode with the webcam software. This is a common problem with Lenovo laptops, and there is an article here explaining how to fix it (just the first 6 steps).
  • Other possible solutions: ensure that the camera is plugged in if it's an external camera, try rebooting the computer, or try switching web browsers.

No sound (you can't hear other attendees)

  • Ensure that the correct audio device (speakers) is selected.
  • Ensure that sound volume on the computer is not muted or set really low.
  • Ensure that sound volume on the desired audio output device (e.g., speakers or headset) is not muted or set really low. Some headsets have a mute or volume knob on them.
  • Ensure that cables going to speakers or headset are all firmly plugged in.
  • If the above do not work, try rebooting the computer and/or try another web browser.
  • Try playing a YouTube video to see if there is sound. Collaborate will produce sound using the same audio device (e.g., speakers or headset) as other websites such as YouTube.

Speaker or Microphone volume is too low or too high

Speaker and microphone volume are controlled by the operating system, so this will need to be adjusted in the operating system. There is a speaker volume in Collaborate on the settings tab, but this defaults to 100% and can only reduce the overall speaker volume of the operating system, so we recommend controlling speaker volume through the operating system.

Click here for a site where you can test your audio to hear how you sound.

How to adjust the speaker volume in Windows 10

Select the Speakers icon near the clock and adjust the speaker volume as needed.

How to adjust the microphone volume in Windows 10

Right click on the Speakers icon next to the clock and select Open Sound Settings.

Scroll down to Input and select Device Properties.

Adjust the volume as needed.

Click here for instructions on how to adjust speaker volume on a Mac.

Click here for instructions on how to adjust microphone volume on a Mac.

In student team room, cannot perform moderator functions

  • If you are a student in a student team room and you cannot perform moderator functions such as sharing and turning recording on/off then the Collaborate session is not set up correctly. Please contact CTET Studio, and provide them with a link to the Collaborate page in Moodle that has the Join Session button.

Recording is not appearing

  • Recordings appear at the bottom of the page that has the Join session button.
  • Ensure that a moderator started and stopped recording.
  • Recordings can take up to 24 hours to appear.
  • If the recording was started and stopped and has not appeared after 24 hours please contact CTET STUDIO.

Troubleshooting information from Blackboard

Other potential solutions

Other things to try that may fix various problems:

  • Reboot your computer.
  • Try the Chrome browser if you're not already using it or switch to another browser.
  • Connect to the Collaborate Ultra session using private browsing (this will disable extensions that may interfere with Ultra): Chrome instructionsFirefox instructionsSafari instructions.

Moderator and presenter issues

Screen sharing issues

  • Screen sharing requires a recent version of the Google Chrome or Mozilla Firefox web browsers.
  • You can only share applications that are not minimized. If you would like to share an application and it is not appearing as an option, ensure that the application is not minimized.
  • Application sharing does not work with some office applications such as PowerPoint and Excel. Use full screen sharing instead.
  • If you have any issues with application sharing, use full screen sharing.
  • If you're having problems with Firefox, try Chrome.
  • If you are using a Mac, you must give your browser permission to record the screen. Go to System Preferences > Security & Privacy > Screen Recording and check the box beside your browser.

Error uploading PPTX PowerPoint file

Open the PPTX file in PowerPoint, save it in PDF format, and upload the PDF to Collaborate.

PPTX PowerPoint slides do not appear correctly

Open the pptx file in PowerPoint, save it in PDF format, and upload the PDF to Collaborate.

Get help from Blackboard

Support for Collaborate is provided through Blackboard, the company that makes Collaborate. Their support staff are experts in solving Collaborate related issues, so please don't hesitate to contact them if you are experiencing issues while using Collaborate. Visit Blackboard Collaborate Support or call them at their North America toll free number: 1.888.788.5264 (Option 3 for student/instructor support, then Option 2 for Collaborate Ultra).

 



Content on this page is licensed under a Creative Commons Attribution-ShareAlike 4.0 International license.


  • No labels