Faculty and Students - Blackboard Collaborate Ultra Troubleshooting


2021

Faculty and Students - Blackboard Collaborate Ultra Troubleshooting

 

This article will walk you through how to troubleshoot Blackboard Collaborate Ultra if you are experiencing problems. Blackboard Collaborate Ultra is a web-based video conferencing tool so the type of access you have to the Internet is key in ensuring the audio and video are functioning to the best of abilities. 

If you ever have difficulties connecting to Blackboard Collaborate Ultra, please contact your Instructor and/or the Help Desk for assistance. It is possible that the issues you are experiencing could be technical or due to how the tool was setup within your course. 

Please check the following items below when troubleshooting your Blackboard Collaborate Ultra connection.

 

1. Internet Browser

The recommended Internet browser for using Blackboard Collaborate Ultra is Google Chrome or Mozilla Firefox.

The first time you use Google Chrome for Blackboard Collaborate Ultra you will be asked to download an extension to enhance your experience. Think of a Chrome extension like an app for your phone.

For information on how to download the Google Chrome extension, please view the following knowledgebase article: Blackboard Collaborate Ultra - Adding Chrome Extension to Share Entire Screen

You will also need to make sure that you have a strong Internet connection. If you are using public wi-fi and there are a number of people connected you could have difficulties connecting to Blackboard Collaborate Ultra.

 

2. Allow Pop-Ups

Be sure you are allowing pop-up windows. If your instructor setup Blackboard Collaborate Ultra to open in a new window and you have pop-up windows blocked, it is possible that you will not get Blackboard Collaborate to open. 

For information on how to allow pop-up windows for Google Chrome or Mozilla Firefox, please view the following articles:

 

3. Clear your Cache

When you are on the Internet your browser has a way of storing items as you visit them. Sometimes this includes entire web pages. Essentially a copy of this information is kept so that if you visit the site again it will load faster. Sometimes this can cause issue when trying to access Blackboard Collaborate Ultra especially if you have a lot of information stored in your cache. 

Clearing your cache may help with any connectivity issues you are experiencing with using Blackboard Collaborate Ultra. 

Please view the following article for directions on how to clear the cache for the browser you are using: Refresh your Cache

 

 

4. Test your Audio and Video

If you have connected with Blackboard Collaborate Ultra, make sure you test that your audio and video are working properly. 

When you first join Blackboard Collaborate Ultra you be given a quick tutorial on how to connect your audio and video. 

Your browser may prompt you to "Allow" the use of your computer's microphone and camera. 

 

Join from your Phone

If you are still having difficulties you can always use the Audio Call-In option which allows you to join a Blackboard Collaborate Ultra session using your mobile phone. 

 

Chat Feature

If you are able to get connected with Blackboard Collaborate Ultra, but are still having trouble getting your audio to work, you can communicate with your peers by using the Chat feature. 

 

5. If you are using a PC computer, check to make sure you did not mute your microphone via your keyboard shortcuts.

Please be aware that not all PC computers have the same keyboard shortcuts that are used to mute the microphones. You may need to search Google for this information. 

Two examples of what this may look like on your computer are available to the right of this information. 

 

Dell Computer 

  

HP Computer 

 

 

 

6. Connect via the Blackboard App

You can connect to Blackboard Collaborate Ultra via the Blackboard app as well. The Blackboard app is available for iOS and Android devices. For information on how to download the Blackboard app please view the following knowledgebase article: Blackboard App (Formerly called Bb Student)

 

7. Contact your Instructor and/or the Help Desk

If you continue to have difficulties after troubleshooting with the options above, contact your instructor and/or the Help Desk. 

It is possible that the issues you are experiencing could be due to how the session was setup by your instructor or that you are experiencing technical difficulties. 

 


Article ID: 5925
Created On: Tue, May 28, 2019 at 10:40 AM
Last Updated On: Thu, May 27, 2021 at 12:19 PM

Online URL: https://kb.mc3.edu/article/faculty-and-students-blackboard-collaborate-ultra-troubleshooting-5925.html