Blackboard Collaborate Troubleshoot | GCTC

Blackboard Collaborate Troubleshoot

Having some issues with Blackboard Collaborate? Let's see what we can do to fix it! Contact eLearning if you're still having issues.

There are a variety of reasons why connecting to a Collaborate session can fail. When this happens, try:

  • Checking your internet connection. To learn how to check your internet connection click: How to check your internet connection or network status.
  • Moving closer to your router, if using wi-fi. Sometimes being too far from a router will cause connection issues.
  • Clearing your web browser cache, refresh browser. To learn how to clear your cache click: How to clear your cache
  • Logging out of the session and re-joining with a different browser, preferable Chrome or Firefox
  • Rebooting your computer

There are a few things that can cause communication issues in Collaborate. When this happens, try:

  • Logging out and logging back in, making sure you enable audio and video before joining the session.
  • Plugging in headphones or earbuds, even when joining by phone.
  • Reviewing the settings on your device to check audio and camera. To learn how to check your settings click How to Review Your Settings
  • Checking your audio default device settings. To learn how to do this click Checking your Default Audio Device Settings
  • Enabling audio and camera in web browser.

There are a variety of reasons why you cannot hear others in the session. When this happens, try:

  • Checking the volume on your speakers and headphones
  • Checking your audio default device settings. To learn how to do this click Checking your Default Audio Device Settings
  • Plugging in headphone or earbuds, even when joining by phone
  • Make sure your default audio device is active by checking your Operating System Settings
  • Reviewing setting on your device to check audio and camera
  • Enabling audio and camera in web browser.

There are many reasons Collaborate suddenly kicks out users from sessions. It could be a Blackboard glitch, an issue with internet speed or your browser. If this happens, try:

  • Checking your internet connection. To learn how to check your internet connection click How to check your internet connection or network status.
  • Moving closer to a router, if using wi-fi. Sometimes being too far from a router will cause connection issues.
  • Clearing your web browser cache, refresh browser. To learn how to clear your cache click How to clear your cache
  • Logging out of the session and re-joining with a different browser, preferable Chrome or Firefox
  • Rebooting your computer

How to check your internet connection or network status.

For Windows

Type “network” into the search box. There, you will find any issues with your internet connection.

windows network screenshot

For Mac

Go to System Preferences from the Apple Menu and click on the Network icon for troubleshooting

mac network settings screenshot

How to clear your cache

Google Chrome

Click the menu button in the upper right-hand corner of the screen, click Settings and then click Privacy and Security.

chrome settings screenshotprivacy and secuirty screenshot

Select "Clear browsing data."

clear browsing data screenshot

Firefox

Click the menu button in the upper right-hand corner of the screen and click Options.

firefox menuSelect the Privacy & Security panel

firefox secuirty panel screenshotScroll down to and click “Clear Data” in the Cookies and Site Data section.

How to Review Your Settings.

Chrome

Click the menu button in the upper right-hand corner of the screen and click “Settings”

chrome settings screenshotEnter "sound" into the search box.

chrome sound settings screenshot

Click "Site Settings"

Scroll to "View permissions and data" and select Camera and Mcrophone to ensure nothing is blocked

Firefox

Click Menu and search for Camera and Microphone

firefox menu screenshot

firefox camera microphone screenshotThen click the Camera and Microphone to ensure nothing is blocked.

How to check your Default audio device settings.

Windows

Click the Megaphone in the system try by the clock, and make sure the correct device is listed. If it is not, click the arrow to select a different device.

windows speaker screenshot

Mac

Go to Preferences then click on Sound

mac sound preferences screenshot

On the window that appears, you can check the settings of output and input.

mac sound input screenshotmac sound output screenshot