Blackboard Collaborate Ultra – Troubleshooting Tips

NDUS  CTS Academic Communication and Training

August 2020

AUDIO and VIDEO ISSUES

If you are having issues with your audio or video, please check your session and browser settings.

• Are the audio or video controls on? A line through the icons means that a device is not enabled.

• Are you using the latest version of your browser? Update your browser.

• Does the browser have permission to access your camera and microphone?

To ensure your audio and video is set up properly, see Audio and Video in Blackboard Help.

Make sure that the correct audio/video input/output is selected on your computer. The easiest way to test is to try using different programs.

Are you able to play sound on your computer? Sometimes if you have recently used the microphone or webcam in another program – such as Teams, Pexip, or Zoom, it may interfere with your Bb Collaborate Ultra connection. Check to make sure your microphone and camera are properly selected.

Close out any other applications or browser windows, especially any that may use your camera or microphone.

AUDIO

Use a headset whenever possible. Avoid using the computer's built in audio components. This helps prevent environmental noises from being picked up by the on-board microphone.

Check to see that the correct speakers are selected for your operating system:

Mac go to Apple > System Preferences > Sound.
Windows go to Control Panel > Hardware and Sound > Sound or search for Sound and select Sound from the Control Panel in the search menu.

Make sure the proper audio device is selected for use by Collaborate Ultra.

Click on My Settings (your avatar) > Audio and Video Settings > Setup Your Camera and Microphone.

Make sure the microphone is located appropriately. Placing the microphone directly under your nose will result in breathing being heard by session participants.

Placing the microphone too far away from your mouth will result in low audio and the possibility of environmental noise being captured.

WEB BROWSERS

Make sure that you are using a supported web browser. Use Google Chrome or Firefox: Supported browser information

Make sure your browser is up to date. Current browsers have been tested against Collaborate Ultra and can include fixes for known issues. Contact your campus help desk if you need assistance to update your browser

Click here for instructions on how to check your web browser version

• Make sure your browser allows third-party cookies.

• Disable AdBlockers and extensions, refresh your Collaborate Ultra session. If necessary, try Chrome in an Incognito window or Firefox in a Private window.

• Try a different supported web browser.

• Try clearing web browser cache and restarting the session.

Click here for instructions on clearing browser cache

• Close out of your web browser and reopen it.

• Some Anti-Virus applications block webcam and microphone from being accessible in the browser, please make sure your Anti-Virus is not blocking your webcam or microphone.

• Reboot your computer.

If you still encounter connection problems, check the router:

• Ensure that the router is properly placed in the home for maximum efficiency.

For example, place the router in a high spot in the center of the room, away from other electronic devices, windows, microwaves etc.

Click here for more tips on how to place a router for maximum efficiency.

• Restart the modem and/or router.

• Reboot your computer.

OTHER TROUBLESHOOTING RESOURCES

• Browser troubleshooting

• Collaborate HomeNetworking Troubleshooting tips

This article is written ONLY for users who are accessing Collaborate Ultra from a HOME network.

• Troubleshooting audio/video quality issues