Blackboard Collaborate Ultra – FAQ’s

NDUS  CTS Academic Communication and Training

August 2020

1. Connection Issue -- You see a spinning purple wheel when you join the session.

Clear Cache and re-launch your browser:

Clear Cache on Firefox

Clear Cache on Chrome

If that doesn’t work, check your browser settings to make sure it allows cookies from the Bb Collaborate site.

2. Failure to connect code -- If you get this message on your screen

Try reconnecting as suggested. If that doesn’t work, try joining from another network. If you can join from other locations, this means your network blocks your computer to access the session. Talk to your Internet service provider and ask them to permit HTML5 web socket connection. Otherwise you will need to find another network to join a Collaborate Session.

3. Camera Permission -- Upon the first time you enter Bb Collaborate Ultra, you may get this screen. You will need to give permission for your web browser to use your webcam and microphone. This is required to be done in order to use the camera and speak to users.

For instructions on how to give your web browser permission to use your webcam and microphone, go to Blackboard Help Troubleshooting

4. Audio Issue -- You cannot hear others in the session

If you are using a headset, check if it is firmly plugged in to your computer and turned on. Try to change to another plugin slot.
Check your speaker volume to make sure it is up. If the volume is up, but still can’t hear, go to the next step.
Leave the session and join the session again. If this doesn’t work, go to the next step.
Check to see that the correct speakers are selected for your OS.

Mac: go to Apple > System Preferences > Sound.
Windows 10: type in Sound on the search field at the bottom left, next to the windows icon; then choose “Sound Settings”; on the Settings page, under “Choose your output device”, select the speaker you want to use.

5. Audio Issue -- Others cannot hear you

Make sure that your Mic is unmuted and the level bar on the mic icon moves up and down when you talk. If it still doesn’t work, go to the next step.
If you use a headset, check if it is firmly plugged in to your computer and turned on. Try to change to another plugin slot. If it still doesn’t work, go to the next step.
Run audio setup:

In your session window, click the purple icon at the bottom right to open the collaborate panel.
Click the gear icon to display “My Settings” panel.
Click “Set up your camera and microphone” and follow the screen instructions. Pick the correct microphone (if you want to use a headset) and complete the setup.

If your microphone or speaker still does not work:

Instructor: Email yourself a guest link and open that link on your phone. After you join the session from your phone, unmute the audio and use your phone’s audio for your session.
Student: Instructor should send the student a guest link and let them open it on their phone and use phone’s audio for the session. Unless they join by phone option which has already been scheduled for the session. If using Chat would be enough, then ask students to use Chat.

6. Using the Course Room vs a Scheduled Session

Within Bb Learn, you can create Collaborate sessions. There is always a default unlocked course room.

You also have the option of creating specific sessions for each day of class or by topic.

Make sure students are aware of which room to enter for class. Some users may have gone into the course room instead of the intended scheduled session. Remember to provide instructions directing student’s which session to attend. An option would be to lock the course room so students only access the scheduled sessions.

7. Attendance options – how can I check attendance?

There are a couple options for session and attendance reports.

a. Session Report – provides a list of those who attended, time they joined and time they left.

• From the Sessions list, find the session you want

• Select the Session options menu and select View reports.

• Choose the report you want to view and select View Report.

This report provides details of the session and also allows you to export the report.

b. Attendance report to the Gradebook

Attendance reporting is only available in sessions with an end date and time. Attendance is not tracked in course rooms.

Instructors can host a Collaborate session without tracking attendance manually.

Instructors can set criteria if a student is present, late, or absent from a session. Collaborate then sends that information directly to the Attendance page in the appropriate Blackboard Learn course.

Attendance from the Collaborate session can be counted in each student's average attendance in the course, which can also be used in calculating student grades.

• Click on the session you wish to set the attendance.

• Click on the ellipse and select edit settings.

• Select the Attendance reporting icon.

8. Application Sharing Issues -- Are you having trouble sharing content with your participants? Are you getting a message saying that the application sharing is starting but it does not start sharing?

• If you see the message that Application sharing is starting but the screen does not start sharing, stop and restart the application sharing.

• Check your browser. Application sharing is only compatible with Google Chrome and the most recent versions of Firefox. Check that your browser is fully up to date.

• Check your browser settings to make sure that the browser has permission to share your screen or application.

• If you are using Chrome, make sure that the Desktop Sharing extension has been installed. You may need to uninstall and reinstall the extension. See Application Sharing Issues for more information.

9. What if I forget to select “allow download recordings” in my settings?

If you have not reached the end date, you can go back in and edit the settings to allow it. If the end date has already arrived, you will not be able to make the adjustment to allow download recordings.

10. How do I report an issue with my Bb Collaborate Ultra?

Although it is sometimes difficult to do, it is best to report an issue while it is occurring in your session. Gathering the data needed:

• Open the Session Menu (upper left corner) and select Report an Issue – This can only be done during a LIVE SESSION.

• Under Auto Generated Report, using your mouse curser, scroll over the text to copy it.

• Ignore the red symbol as you scroll.

• At the end, right click and select Copy.

• Paste copy into email. Send the email to your campus Bb Collaborate Coordinator or help desk, who can then address the issue OR they will send it to the NDUS Core Technology Services Staff.