Troubleshooting Collaborate Ultra

Sometimes, you may experience problems when trying to connect to a Collaborate Ultra session. If you have issues with your connection, please follow the advice below.

Browser

Make sure that your browser is up to date and/or try using an alternative browser to access the session. We recommend using Google Chrome or Mozilla Firefox for the best experience. Please note that Internet Explorer is NOT supported.

Ensure that all third party cookies are enabled as this can sometimes prevent you from entering a session. If third party cookies must be disabled, most browsers allow for domain exceptions to be added. Please Allow [*.]bbcollab.com (Chrome) or https://bbcollab.com (Firefox). Please see your browser documentation for further instructions:

Firefox Enable Cookies
Chrome Manage Cookies

You can check compatibility requirements on the Blackboard Collaborate Ultra help site.

Internet Connection

Where possible, use a wired internet connection. Sitting close to your wifi router or in a place with a strong signal will improve your experience.

Service Status

There are sometimes issues that affect all users connecting to sessions. It’s worth checking the Blackboard Collaborate Service Status page which will tell if there are any problems.

Audio Problems

If you cannot hear audio during a session, or if people cannot hear you, try the following:

  1. Is your headset plugged in correctly?
  2. Is there a mute switch on the headset?
  3. Have you checked your browser URL bar for notifications? Your browser will ask for permission to use your microphone.
  4. Is your computer’s audio muted or turned down?
  5. Have you selected the correct audio input device – go to the Collaborate panel and settings to check your audio (cog icon near the text chat).
  6. Unplug your headset and try a different socket/port or headset.
  7. Log in and out of the session and go back to the audio set up
  8. Is the sound cutting in and out? Check your internet connection strength, and sit close to your wifi router.

Dial in with your phone

If issues persist, you can listen to the session audio with your phone.

Click on the cog icon in the Collaborate panel, or the session menu icon in the top left corner of the screen. Delete any region prefix (44), dial and enter the pin followed by the hash key (pound key). Local charges apply to the call. If it’s engaged, try again as somebody is trying to do the same thing. Up to 25 users per session can dial in at the same time.

Discussion boards on Minerva

Discussion Boards on Minerva are useful for asynchronous discussion.

Staff: see our guide on how to create a Discussion Board in Minerva. You can add one in any module or organisation. Top tip: once created, try it with the Student Preview function so you can check the availability settings are correct.

Students: see our guide on using the Discussion Board.

Comments are welcome, however if you need help or advice please contact the IT Service Desk on tel (0113) 343 3333, via the online contact form, or itservicedesk@leeds.ac.uk.

Delivering a lecture on Blackboard Collaborate Ultra

We have created a quickstart guide on delivering a lecture on Blackboard Collaborate Ultra.

You can use Blackboard Collaborate Ultra to record sessions without students present (recommended for cohorts over 300), just make that clear in the session title.

Comments are welcome, however if you need help or advice please contact the IT Service Desk on tel (0113) 343 3333, via the online contact form, or itservicedesk@leeds.ac.uk.

Recording lectures and sharing on Minerva

If you need to replace your face to face lecture with a recording via Minerva, consider the following options:

1. If your lectures are automatically recorded using the University’s lecture capture system (scheduled using the central timetable), go to the lecture room as normal and deliver your lecture to an empty room. The automatic lecture capture should occur as usual and be available to your students via Minerva in the usual automated way. No further action is required.

2. If you do not normally record your timetabled lectures, you can still deliver your lecture to an empty room but this time use the ad hoc recording feature. To share the recording with students you will need to add the module to the recording in Mediasite, students can then access the recording via the Media link in the Minerva module menu.

3. At your desk/off campus you can:

  • Download the Mediasite desktop recorder to your personal device or University PC to record the lecture (alternatively, if you already use a different type of screen recording software, use this and upload the file to Mediasite.) To share the recording with students you will need to add the module to the recording in Mediasite, students can then access the recording via the Media link in the Minerva module menu.
  • Use Blackboard Collaborate Ultra without students attending – deliver the lecture and record it, then share the recording with students in your module via Minerva. Read the Getting Started on Blackboard Collaborate Ultra guide which explains how to do this.

If you need help or advice please contact the IT Service Desk on tel (0113) 343 3333, via the online contact form, or itservicedesk@leeds.ac.uk. Specify if you need help with Mediasite or Blackboard Collaborate Ultra and they can direct your enquiry to the appropriate team.

Blackboard Collaborate Ultra – FAQs

Do I need software?

Blackboard Collaborate Ultra works on your web browser – you do not need to install software.

What web browser should I use?

Blackboard Collaborate Ultra works on the most recent versions of the following web browsers (note it does not work on IE11):

  • Chrome
  • Firefox
  • Safari
  • Microsoft Edge

Full details of supported browsers/OS are available for staff and for students.

Make sure you have a good internet connection (wired where possible).

I’m a member of staff, how do I access Blackboard Collaborate Ultra?

If you have access to a module or organisation on Minerva, you already have access to Blackboard Collaborate Ultra. Read the Getting Started on Collaborate Ultra guide to find out more. You can add a link to Blackboard Collaborate Ultra in your module for students to access.

The first time you use it, the system takes you through an audio check – it’s a good idea to do this in advance of your session.

Are the sessions recorded?

Not by default. Staff can record them – information on how to record is in our Collaborate Ultra guide. Recordings do not appear in the Media menu item like lecture captures do. Staff need to provide a link to the recordings.

A comprehensive list of FAQs aimed at staff is available if you need to find out more.

 

Comments are welcome, however if you need help or advice please contact the IT Service Desk on tel (0113) 343 3333, via the online contact form, or itservicedesk@leeds.ac.uk.