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.

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