Check your Audio and Video Setup to make sure your microphone is set up properly.Certain older versions of Firefox are known to have audio issues. Use the Google Chrome browser, as it is the most compatible with Collaborate Ultra.Close out any other applications or browser windows, especially any that may use your camera or microphone.

Are you able to access your Collaborate Ultra session on a different computer or a different network?Īre you unable to hear the speaker or are people unable to hear you? Is your video not turning on or showing a blank screen? Trying another internet connection and/or computer will help to narrow down the issue. Try Another Internet Connection and Computer When in doubt, try restarting.įor the best experience, use a strong internet connection. Restarting your computer can often solve a host of technological issues. Are you able to play sound on your computer? Can you use the microphone/webcam in a different program (such as Teams or Zoom)? The easiest way to test is to try using different programs. Make sure that the correct audio/video input/output is selected on your computer.

Make sure your browser allows third-party cookies.

Check the browser’s microphone and webcam settings to make sure the correct input is selected and that Collaborate Ultra has not been blocked.

Check that your browser is fully up-to-date.

For the best experience, make sure that you are using Google Chrome, as it is the most compatible with Collaborate Ultra.

General Collaborate Ultra Troubleshooting If you are joining a Collaborate session from within myLesley, click on the session link within the course. Please ask the moderator to re-send the guest link. A join link will have 'join' in the URL and cannot be reused. In some instances the user may have been sent a 'join' link instead of a 'guest' link. Check your browser settings to ensure that your browser is set to allow third party cookies.Īn A03 Connection Error typically means that the session was not found or the token not valid. If you are trying to connect to a session and, instead of loading, you see a spinning purple wheel, check your cookie settings.Ĭollaborate Ultra requires cookies in order to work properly. Once Chat Support opens, select one of the options listed, search the knowledge base, or select other. You can access the chat support by clicking on the Settings button in the Collaborate Panel.

Try Another Internet Connection and Computerīlackboard has introduced a new automated chatbot designed to help you troubleshoot common issues while still in your session.

General Collaborate Ultra Troubleshooting.

Connection Error: Spinning Purple Wheel.

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