Bb Communication

25th September 2020

Blackboard Collaborate Lesson Recipes

clb1e19 Bb Communication, Blackboard, Blackboard Collaborate, Collaborate, recipe

These ‘Lesson Recipes’ aims to help you facilitate learning activities with your students. They are based on staff experiences and pedagogic good practice.

Each lesson recipe provides you with…

the process from scheduling the event > leading the activity > closing the activity.
links to additional guidance if you are not sure how to do something in Collaborate.
tips for dealing with unexpected issues and for getting more boom for your buck when using the activity.

The lesson recipes have been grouped according to how fluent students need to be with Collaborate and/or with other technologies such as working collaboratively with a shared PowerPoint.

Inviting guest presenters

How to include an external speaker/presenter in a session.

Creating discussions

How to scaffold a discussion using a series of short videos by sharing your screen and posting the link to the video in the chat.

Gallery walk

How to set up a ‘gallery walk’ where groups share and collect ideas to help develop a final draft of work.

Think Pair Share

How to lead a Think-Pair-Share session using break out rooms.

Group tasks activities

How to organise an activity where different groups have different tasks/texts.

Simulations and role play activities

How to use customisable backgrounds for simulations/role play activities.

If you are member of the University and you have a lesson recipe to share or you would like a solution that involves Collaborate, please contact the Digital Learning Team. This initiative is part of the University’s EASD 20/21 project.

23rd April 2020

How to resolve issues with Blackboard Collaborate

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Want to test Collaborate? You can use this test room.

We have received a small number of reports of issues experienced by staff and students when they use Collaborate such as

Session not starting (purple wheel never stops spinning).
Audio issues e.g. you cannot hear anyone or they cannot hear you.
Connection issues, e.g. drop-outs, connection loss, stutters etc.

Connecting from outside the UK.

If you are connecting to Collaborate from outside the UK, follow this link to How to get the best experience when attending a Blackboard Collaborate session from outside the UK
Restart and re-join
If you cannot connect, have a poor connection, or make any changes suggested below :
- Leave the Collaborate session.
- Close the browser you were using to connect to Collaborate (the entire browser and not just the browser tab).
- Wait a couple of minutes and re-open the browser and re-join Collaborate.
Are you using the right web browser?

We recommend using Google Chrome* in the first instance and then Firefox.

Visit the Browser Checker to make sure your browser is supported

A full list of supported browsers and operating systems is available here: Browser Support

*If you are connecting from China see the section above on connecting from outside the UK.
Make sure the browser is up to date.

How to update Chrome: https://support.google.com/chrome/answer/95414

How to update Firefox: https://support.mozilla.org/en-US/kb/update-firefox-latest-release
Try the other browser

If you experience problems with Collaborate whilst using Chrome, try Firefox. If you experience problems with Firefox, try Chrome.
Enable third party cookies

Ensure that your web browser is allowing third-party cookies, these guides explain how:

Chrome: https://support.google.com/chrome/answer/95647

Firefox: https://support.mozilla.org/en-US/kb/content-blocking#w_turn-content-blocking-off-on-individual-sites
Try an incognito window

The next step is to try using the session in a private or incognito window. This resets certain settings and can be an effective way to work around some configuration issues.

How to open an incognito window in Chrome: https://support.google.com/chrome/answer/95464

How to open a private browsing window in Firefox: https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history
Clear the browsers cache

If that does not help the next step is to try clearing your browser cache. This guide explains how: http://www.wikihow.com/Clear-Your-Browser’s-Cache
Try the WebRTC troubleshooter

Collaborate uses a technology called WebRTC. The WebRTC Troubleshooter website tests that this is working for you and can pick up issues and help you to fix them.
Best practice for a good connection
- Close all programs & browser tabs you are not using while in Collaborate.
- Use a hard-wired (Ethernet) connection, if available.
- If you are using Wifi , sit as close to the router as possible
- Use only supported up to date web browsers (see sections below)
- Use video during the session only when necessary.
If your connection is poor, a connection status indicator appears over your Collaborate profile picture. Move your pointer over it for the connection details. See the Connection status guide.

This publicly available knowledge base article discusses the most common issues when connecting from a domestic connection.
Using an Apple Mac?

The latest versions of OS X have extra security settings you need to make for devices to use the camera and microphone. If you use a Mac / OS X please read through this guide on how to set the correct permissions.
Experiencing issues connecting from within an institution or business?

Some corporate and institutional networks may block the HTML5 Web Socket traffic upon which Collaborate relies. Try on a domestic connection to see if you get the same issues. If you do not, it could be an issue with the network in the institution or business you are connecting from. Ask the network administrator to review the relevant information here.
Give Permissions

It is vital that you all Collaborate to use your microphone and camera. You are likely to ask to approve permissions that look like this:
If you did not give permission

We can be so used to clicking “no” that we may accidentally prevent Collaborate from having permission to use our microphone and web cam. If you find that people cannot hear you or see you, check that you have given permission for Collaborate to use your camera and microphone.
How to review permissions in Chrome:

Review the guide at https://support.google.com/chrome/answer/114662

Having reached the Site Settings page, choose “View permissions and data stored across sites” and search for bbcollab. Open all that appear one after the other and choose to allow Camera and Microphone.
How to review permissions in Firefox:

The process is fairly similar in Firefox, see: https://support.mozilla.org/en-US/kb/firefox-page-info-window
Sound output
Blackboard Collaborate allows you to alter the microphone input and webcam settings, but not the audio output. Blackboard Collaborate will use the system default audio output / playback device, so ensure this is set correctly before opening Blackboard Collaborate. This is particularly important if you have multiple devices connected to your computer, such as speakers, headsets and external monitors.
- Change the default audio playback on Windows 10: https://www.youtube.com/watch?v=YWX4WxMkDxk
- Change the default audio output on OSX: https://www.youtube.com/watch?v=6Lf03JGcS00
No sound (you can’t hear other attendees)
- Ensure that the correct audio device (speakers) is selected.
  - Windows 10 users, select your audio device by selecting the Speaker button near the clock as shown below:
  - Mac users please refer to the following article: Change the sound output settings on Mac
- Ensure that sound volume on the computer is not muted or set really low.
- Ensure that sound volume on the desired audio output device (e.g., speakers or headset) is not muted or set really low. Some headsets have a mute or volume knob on them.
- Ensure that cables going to speakers or headset are all firmly plugged in.
- If the above do not work, try rebooting the computer and/or try another web browser.
- Try playing a YouTube video to see if there is sound. Collaborate will produce sound using the same audio device (e.g., speakers or headset) as other websites such as YouTube.
Windows 10 Sound

Windows 10 allows users to set audio preferences for individual apps. Some apps listen, others don’t. Because Collaborate runs entirely in your browser, you have to check settings for your browser.

1. Right-click the speaker icon in your system tray. This is usually at the lower right of your computer monitor.

2. Select Open Sound Settings.

3. Check your default Output device. Normally this will be the speakers or headphones you regularly use, but not always. You can use the dropdown menu to change your default for the system.

But some apps will save their own preferences. So we will need to check those as well.

4. Scroll down until you see the Advanced sound options section.

5. Click on the App volume and device preferences link.

6. Find your browser that you use for Collaborate in the list and check if you have options in the dropdown to select the sound source you expect to hear it from.

Notice that there is also an Input option if you are having problems selecting the correct microphone.
Go through Blackboard’s own browser support pages

Read through and try everything suggested in Blackboard’s support page for

Chrome: https://help.blackboard.com/Collaborate/Ultra/Participant/Support/Chrome_Support

Firefox: https://help.blackboard.com/Collaborate/Ultra/Participant/Support/Firefox_WebRTC_Support
Select the right audio and video device

When you use Collaborate for the first time a wizard will guide you through the setup.

It is important to pay attention to the device you choose to use with Collaborate if you have a choice.

The recommendation is to use a headset with microphone.
Run through the wizard again
No luck? Please try going through the wizard again and double check that you have selected the right devices.
1. Open the Collaborate Panel.
2. Click on the Cog.
3. Choose Set up Camera and Microphone.
Go through Blackboard’s support page about audio and video set up

Still not working? Read through the page linked below and check through everything it recommends.

https://help.blackboard.com/Collaborate/Ultra/Participant/Participate_in_Sessions/Audio_and_Video
Getting help
- Let your lecturer know if you are having issues with connecting or participating in a Collaborate session.
- Use the Chat Support in Collaborate to access Blackboard technical support.
- Contact the University IT help – ServiceLine
Collect some useful information that will help us, and add it to the ticket you will raise.

Within the Collaborate session you can capture some date which will be very useful for us to check.
1. Open the session menu (the hamburger button at the top right).
1. Click on Report an issue.
1. The collaborate panel on the right will open, scroll down this section.
1. At the bottom will be a box of diagnostic text, select this text, right click on it, and choose copy. Then raise a ticket via ServiceLine describing the problem you are experiencing and paste in this diagnostic text so we can take a look.

4th April 2020

How Student Groups can use Collaborate

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Return to Blackboard Collaborate For Students Main Page ↵

Your course instructor may set up groups within your Blackboard course. One of the tools that instructors may enable for a groups is a Collaborate room just for that group.

If you have been added to a group it will appear below the course menu.

When you click on the name of the group, the tools available to your group appear.

Select Collaborate to enter your Collaborate area.

An alternate route is select the right hand arrow next to your group name, this shows the full group area, including the group tools. Select Collaborate to enter your Collaborate area.

Select Join Room to enter your Collaborate area.

Arrange a convenient time when you and your fellow group members can join your Collaborate room and work together. Sometimes life is more fun when we work with others.

Be aware that:

Only members of the group can access their Collaborate room.
Groups have only one Collaborate Group room, groups cannot create additional sessions.
A group cannot use Guest Links to invite others to join them in their room.
Collaborate Group rooms cannot use Polls or breakout areas.

Students may also make their own group and use Collaborate, watch this video to find out more.

4th April 2020

Accessing videos of Blackboard Collaborate sessions that have been recorded

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Where to find your recordings

Recordings become available on average between 20 minutes and one hour after the session recording is stopped. In busy times this may take longer.

1. Access the Bb Collaborate menu in your course.

2. Select the Hamburger icon (three horizontal lines).

3. Select Recordings from the side menu.

4. Any recordings will be shown. Select the ellipsis icon (three horizontal dots) for options such as playback and download (if enabled).

5. When watching a recording you may open the session menu (on the top left) to download a chat transcript, which depending on the options set when the instructor created the session, may be anonymised.

6. Or by opening the chat panel (bottom right) the chat message will appear in real-time with the recording.

1. If you are unable to see any recordings, or wish to view past recordings first locate and select the ‘Filter by‘ dropdown menu.

2. Once you have selected it, change it from being ‘Recent Recordings‘ to instead be ‘Recordings in a Range‘.

3. The interface will now change and two dates will show. From here you can either select the calendar icon or the date itself.

4. Change the date to be far back in the past, if you have selected the date change the year to be last years.

5. Finally upon changing the date to be in the past you will see the list of recordings refresh and display everything that has been made for the course.

4th April 2020

Taking part in Blackboard Collaborate Breakout Groups

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Return to Blackboard Collaborate For Students Main Page ↵

Content coming soon…

4th April 2020

Answering poll questions

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Return to Blackboard Collaborate For Students Main Page ↵

During a Collaborate session you may have the chance to answer a poll. Polls may be in the form of a multiple choice question, or a Yes/No question.

When a poll is opened the question and possible answers will appear an example is below.

When you select an option it will be highlighted.

You can change your choice until the poll is stopped.

The answers to poll questions are not currently recorded but will be in the future. The moderator/s will know how you answered.

The moderator has the option to show the results of the poll to all attendees. Once the poll has been closed, all data around it lost.

Polls do not appear in recordings of Collaborate sessions.

4th April 2020

Expressing Sentiment or Situation

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Return to Blackboard Collaborate For Students Main Page ↵

When in a large meeting, or when your microphone is disabled as a participant, it can be important for the presenter to get feedback from the participants. This can be done from within your profile picture.

At any time during the session, click on your profile to view the available feedback.

Currently, the feedback that you can give is

Happy
Sad
Surprised
Confused
Faster
Slower
Agree
Disagree

Clicking on any of these options will show the corresponding sentiment next to your name. A count of peoples feelings is also shown at the top of the Attendee panel.

You can also raise your hand, which pops up a message on the presenter’s screen with your name telling them that you wish to interrupt.

4th April 2020

Roles, permissions, and being made a presenter

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Return to Blackboard Collaborate For Students Main Page ↵

There are three roles and four main permissions available in Collaborate.

Roles

The three main roles are

Moderator – This is the default role of an instructor. Moderators are presenters that also have permission to change people’s roles and put people into breakout rooms.
Presenter – A presenter can upload images and documents, control the whiteboard and share their screen.
Participant – This is the default role of a student. Participants can view what is being presented and use the feedback tools such as “raise hand”. They can also contribute depending on what permissions are set.

A moderator can elevate a participant to a presenter or a moderator at any time. They can also demote a presenter back to being a participant after they have finished presenting.

Permissions

Instructors can set default permissions for participants. These are set before the meeting room opens, but can also be changed on the fly.

Participant can share audio – Students can use their microphones
Participant can share video – Students can use their webcams
Participant can post chat messages – Students can open the chat menu and speak to other students
Participant can draw on whiteboard – Students can ink over pictures shared by presenters

As these permissions can be changed during the meeting, you may be silenced during while a PowerPoint file is presented, and then allowed to speak afterwards. If you are made a presenter (which also allows you to upload files and share your screen) you will have all four permissions granted automatically.

Microphones and Webcams that are on when disabled by a moderator will be turned off by default if re-enabled later in the meeting.

4th April 2020

Starting / Joining a Blackboard Collaborate Session

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

To join a Collaborate session, go to Blackboard and enter the correct course. Click on “Bb Collaborate” from the left-hand menu. Note that your instructor may have chosen to change the default name.

By default, there is a “Course Room” to join, but your instructor may have created rooms specifically for different sessions, so check the names of the rooms and join the correct one. The instructor decides how early students may enter the room (the default is 15 minutes), so rooms may say “not yet started” if you are too early to join. The room will unlock at the stated time.

Click on the correct room and from the right-hand menu choose “Join Course Room”. You only need the “Dial In” information if you need to speak and have no microphone on your computer.

4th April 2020

Student Frequently Asked Questions about Blackboard Collaborate

Matthew Deeprose Bb Communication, Blackboard, Blackboard Collaborate, Collaborate

Return to Blackboard Collaborate For Students Main Page ↵

Want to test Collaborate? You can use this test room.

We have received a small number of reports of issues experienced by staff and students when they use Collaborate such as

Session not starting (purple wheel never stops spinning).
Audio issues e.g. you cannot hear anyone or they cannot hear you.
Connection issues, e.g. drop-outs, connection loss, stutters etc.

Blackboard Collaborate FAQ for participants

How do I set up my mic and webcam?

You might see a browser pop up asking for your permission to use your microphone and camera – this should be accepted to use all of the features within Collaborate. Follow the on screen prompts to select the correct webcam and microphone, especially if you have multiple devices connected.

If you accidentally refused permissions for Collaborate you can change saved permissions in Chrome by following this guide.

https://support.google.com/chrome/answer/114662?co=GENIE.Platform%3DDesktop&hl=en

You could also open an incognito tab to access Blackboard and then Collaborate. When you use an incognito tab you will be asked to give permission for Collaborate to use your microphone and camera. Find out how to do this by following this link.

https://help.blackboard.com/Collaborate/Ultra/Moderator/Get_Started/Browser_Support
How do I share content?

Moderators can give participants rights to upload, share and present in Blackboard Collaborate. If you are presenting a PowerPoint Presentation, we recommend converting your slides to PDF. This will ensure that all formatting is preserved during the upload to Blackboard Collaborate. There is a max upload limit of 60mb per file, with a maximum of 125mb per session. Try to keep file sizes as low as possible; consider using Adobe Acrobat or free online tools to compress your PDF before uploading.
How do I change my sound output?
- Blackboard Collaborate allows you to alter the microphone input and webcam settings, but not the audio output. Blackboard Collaborate will use the system default audio output / playback device, so ensure this is set correctly before opening Blackboard Collaborate. This is particularly important if you have multiple devices connected to your computer, such as speakers, headsets and external monitors.
  
  Change the default audio playback on Windows 10: https://www.youtube.com/watch?v=YWX4WxMkDxk
  
  Change the default audio output on OSX: https://www.youtube.com/watch?v=6Lf03JGcS00
How do I dial into the session using a phone?

Collaborate offers the ability for participants to join the session audio via a telephone. If joining from Blackboard, the phone number and PIN is available from the session menu within the Bb Collaborate link.
Which browser should I use?

Blackboard recommends using Chrome or Firefox. For full information, visit

https://help.blackboard.com/Collaborate/Ultra/Participant/Get_Started/Browser_Support
I'm having problems!

We have prepared a page of steps you can go through to resolve most issues. Please read through this page.
Can I use Collaborate in China?

Please review this section of our Collaborate technology page where we are updating information based on feedback on usage in China.
I\'m in a different time-zone to the UK, how do I know when Collaborate sessions are scheduled for in my local time?

Session start and end times are translated into your local time zone. So if you view a list of sessions in Bb Collaborate in your course, the start and end times are translated automatically to the time-zone that your computer is using.

For example if an instructor in the UK set a session to begin at 09:00 BST, it will be open to a user in China at 16:00 China Standard Time.

Getting Started with Blackboard Collaborate Ultra

What is Blackboard Collaborate Ultra and where do I start?

Blackboard Collaborate is a real-time video conferencing tool like Zoom or MS Teams, that lets you to add files, share applications and use a virtual whiteboard to interact with students.

Collaborate with the Ultra experience opens right in your browser, so you don’t have to install any additional software to join a session.
What do I need to run a Collaborate Ultra session?
- A Blackboard course.
- A computer with the Google Chrome or Firefox browsers installed.
- An Internet connection. (Preferably not wireless, as reliability can vary.)
- A microphone to capture audio. A combined headset and microphone or an echo-canceling microphone works well to avoid echoing and feedback.
- A webcam if you plan to share video.
Which browser should I use for my sessions?

Google Chrome or Firefox are recommended. Google Chrome has best results. Any browser that supports WebRTC should be fine.
Minimum equipment needed
To join a Collaborate session you will need the following
- A modern computer or laptop. You can also use a Android or iOS device.
- Access to your Blackboard course so you can get the link.
- Internet Access (Broadband connection highly recommended).
- Soundcard with microphone and headphones (A USB headset with microphone/headphones is highly recommended). If you have Bluetooth on your computer or device a set of Bluetooth headphones with a microphone should work as well.
- Webcam (optional).
- For the best experience, use the latest version of Google Chrome. The latest version of Firefox will work as well. The latest version of any browser that supports WebRTC should be ok, but Chrome is best. View the official browser support list.
- Using a headset is preferred, users without headsets should be sure to be in a quiet area to prevent background noise, and should turn off their microphone when not speaking.
- Be in a well lit area if transmitting video.
Equipment suggestions from the community
Here are some recommendations from Amy Eyre who runs the Blackboard Mobile / Collaborate User Group
- For webinars:
  - Logitech 960 Wired Headset: Excellent microphone, simple to set up, can feel a bit warm after an hour of use.
- For small meetings with attendees in the same (small) room and others online:
  - Plantronics Calisto 610 USB Standard Version Speakerphone: While we only have experience with an earlier version that is no longer available the reviews of this update make it sounds just as good as the earlier model we have been using for years.
- For hybrids:
  - Samson UB1 USB Omnidirectional Microphone – USB boundary microphone that picks up all audio from a decent sized seminar room with little trouble, used for all hybrid sessions at the University of York.
  - Logitech 960 Wired Headset: Excellent microphone, simple to set up, can feel a bit warm after an hour of use.
We really like the look of Catchbox microphones and have seen them used well at conferences in the past, but they are very expensive! Introductory video to catchbox mics here [YouTube].

The following have been mentioned by the user community:
- For Webinars:
  - Jabra Headsets (nice and crisp sound, portable)
  - Sennheiser Headsets – Reading Recommendation
  - Summary Document inc. Audio/Visual Recommendations – Cardiff
  - Gigaware USB Stereo Headset with Microphone – Cardiff Recommendation
  - Plantronics USB Headsets – Cardiff Recommendation
  - Any USB Headsets from Microsoft and Logitech (with noise-cancelling mics) – Cardiff Recommendation
  - Sennheiser SC 60 USB Headset with Microphone – Cardiff Recommendation – Good clear microphone that doesn’t catch background noises
  - Logitech C930e Webcams – Reading Recommendation – Used throughout campus
- For Hybrids:
  - ClearOne Chat 150 USB Conference Mic – Good lack of feedback
  - BOYA Dual-Channel Wireless Microphone System – Glasgow Caledonian Recommendation – Requires some AV knowledge to get going, but allows to wireless microphones to be used in the same room simultaneously
  - Plantronics Calisto P620 Wireless Bluetooth UC Speakerphone – Edge Hill Recommendation – Good quality connection with Collab (no drop out) and is wireless, also has built in speaker
Bandwidth requirements
Collaborate uses dynamic bandwidth adjusting for Chrome and Firefox users. This allows Collaborate to actively monitor a user’s network connection and adjust the download speeds before a user should experience issues.

The primary factors in bandwidth consumption for Collaborate Ultra are sharing webcam videos and sharing applications.
- Webcam video bandwidth uses ranges from 360kbps down to 20kbps per camera, up to 4 cameras
- Audio always uses 48kbps
- Ability to receive application sharing and audio as low as 88kbps
- Application sharing bandwidth uses ranges from 500kbps down to 70kbps
- It can show 4 cameras with audio as low as 128kbps and with a max of 1488kbps.
A small amount of overhead is also required for chat, and so on.

If network conditions falter and can’t sustain the minimum bandwidth needed, Collaborate will turn off cameras and application sharing. For 1 camera and audio the trigger will be 68 kbps and for application sharing and audio 118 kbps.

When network conditions improve, the cameras and application sharing will turn back on automatically for Chrome and Firefox users.

For sessions where bandwidth is a concern, we recommend that no attendees share their webcam video unless required for the instruction. We also recommend that the moderator or presenter use file sharing and whiteboard for content instead of application sharing. Use application sharing when it is required for the instruction. With no video and application sharing, a user with 128kbps connection will be able to participate fully in the session.
Using Collaborate from an employer or institution that may have a stricter network
By default Collaborate with the Ultra experience will be using UDP on the port range 49152 through 65535, if your organisation has a firewall in place that is not open to this range, we will next try UDP 50000 and if that fails we will allow traffic to connect via TCP on port 443. It should be noted that TCP is a slightly slower connection protocol than UDP, but the experience should still be acceptable.

Additionally, Collaborate with the Ultra experience uses HTML5 Web Socket traffic to connect to session servers. Network traffic filters such as Cisco Firepower may have a filter added to prevent HTML5 and thus WebRTC from connecting.

Furthermore, Proxy servers need to allow HTML5 Web Socket traffic in order for Collaborate to connect to the session servers through a proxy. Proxy servers may need to be specifically configured to handle this Web Socket traffic. Collaborate with the Ultra experience requires a HTML 5 Web Socket connection be allowed on browsers and networking appliances such as proxy servers. To test the Web Socket connection please use the same setup that is failing to connect to the Collaborate with the Ultra experience. For example if you are using a proxy server, please try this test from behind the proxy server.
1. In a browser, go to the following link: https://www.websocket.org/echo.html
2. Enter this text in the Location text box: wss://echo.websocket.org
3. Click the Connect button.
4. Once connected, press the Send button. The output will appear in the Log section.
5. A successful Web Socket test will show a Response in the logs for “Rock it with HTML5 WebSocket”.
Users trying to connect from networks that do not allow HTML 5 Web Socket connections will be unable to launch a Collaborate with the Ultra experience.

Dealing with technical issues and problems

Connecting from outside the UK.

If you are connecting to Collaborate from outside the UK, follow this link to How to get the best experience when attending a Blackboard Collaborate session from outside the UK
Restart and re-join
If you cannot connect, have a poor connection, or make any changes suggested below :
- Leave the Collaborate session.
- Close the browser you were using to connect to Collaborate (the entire browser and not just the browser tab).
- Wait a couple of minutes and re-open the browser and re-join Collaborate.
Are you using the right web browser?

We recommend using Google Chrome* in the first instance and then Firefox.

Visit the Browser Checker to make sure your browser is supported

A full list of supported browsers and operating systems is available here: Browser Support

*If you are connecting from China see the section above on connecting from outside the UK.
Make sure the browser is up to date.

How to update Chrome: https://support.google.com/chrome/answer/95414

How to update Firefox: https://support.mozilla.org/en-US/kb/update-firefox-latest-release
Try the other browser

If you experience problems with Collaborate whilst using Chrome, try Firefox. If you experience problems with Firefox, try Chrome.
Enable third party cookies

Ensure that your web browser is allowing third-party cookies, these guides explain how:

Chrome: https://support.google.com/chrome/answer/95647

Firefox: https://support.mozilla.org/en-US/kb/content-blocking#w_turn-content-blocking-off-on-individual-sites
Try an incognito window

The next step is to try using the session in a private or incognito window. This resets certain settings and can be an effective way to work around some configuration issues.

How to open an incognito window in Chrome: https://support.google.com/chrome/answer/95464

How to open a private browsing window in Firefox: https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history
Clear the browsers cache

If that does not help the next step is to try clearing your browser cache. This guide explains how: http://www.wikihow.com/Clear-Your-Browser’s-Cache
Try the WebRTC troubleshooter

Collaborate uses a technology called WebRTC. The WebRTC Troubleshooter website tests that this is working for you and can pick up issues and help you to fix them.
Best practice for a good connection
- Close all programs & browser tabs you are not using while in Collaborate.
- Use a hard-wired (Ethernet) connection, if available.
- If you are using Wifi , sit as close to the router as possible
- Use only supported up to date web browsers (see sections below)
- Use video during the session only when necessary.
If your connection is poor, a connection status indicator appears over your Collaborate profile picture. Move your pointer over it for the connection details. See the Connection status guide.

This publicly available knowledge base article discusses the most common issues when connecting from a domestic connection.
Using an Apple Mac?

The latest versions of OS X have extra security settings you need to make for devices to use the camera and microphone. If you use a Mac / OS X please read through this guide on how to set the correct permissions.
Experiencing issues connecting from within an institution or business?

Some corporate and institutional networks may block the HTML5 Web Socket traffic upon which Collaborate relies. Try on a domestic connection to see if you get the same issues. If you do not, it could be an issue with the network in the institution or business you are connecting from. Ask the network administrator to review the relevant information here.
Give Permissions

It is vital that you all Collaborate to use your microphone and camera. You are likely to ask to approve permissions that look like this:
If you did not give permission

We can be so used to clicking “no” that we may accidentally prevent Collaborate from having permission to use our microphone and web cam. If you find that people cannot hear you or see you, check that you have given permission for Collaborate to use your camera and microphone.
How to review permissions in Chrome:

Review the guide at https://support.google.com/chrome/answer/114662

Having reached the Site Settings page, choose “View permissions and data stored across sites” and search for bbcollab. Open all that appear one after the other and choose to allow Camera and Microphone.
How to review permissions in Firefox:

The process is fairly similar in Firefox, see: https://support.mozilla.org/en-US/kb/firefox-page-info-window
Sound output
Blackboard Collaborate allows you to alter the microphone input and webcam settings, but not the audio output. Blackboard Collaborate will use the system default audio output / playback device, so ensure this is set correctly before opening Blackboard Collaborate. This is particularly important if you have multiple devices connected to your computer, such as speakers, headsets and external monitors.
- Change the default audio playback on Windows 10: https://www.youtube.com/watch?v=YWX4WxMkDxk
- Change the default audio output on OSX: https://www.youtube.com/watch?v=6Lf03JGcS00
No sound (you can’t hear other attendees)
- Ensure that the correct audio device (speakers) is selected.
  - Windows 10 users, select your audio device by selecting the Speaker button near the clock as shown below:
  - Mac users please refer to the following article: Change the sound output settings on Mac
- Ensure that sound volume on the computer is not muted or set really low.
- Ensure that sound volume on the desired audio output device (e.g., speakers or headset) is not muted or set really low. Some headsets have a mute or volume knob on them.
- Ensure that cables going to speakers or headset are all firmly plugged in.
- If the above do not work, try rebooting the computer and/or try another web browser.
- Try playing a YouTube video to see if there is sound. Collaborate will produce sound using the same audio device (e.g., speakers or headset) as other websites such as YouTube.
Windows 10 Sound

Windows 10 allows users to set audio preferences for individual apps. Some apps listen, others don’t. Because Collaborate runs entirely in your browser, you have to check settings for your browser.

1. Right-click the speaker icon in your system tray. This is usually at the lower right of your computer monitor.

2. Select Open Sound Settings.

3. Check your default Output device. Normally this will be the speakers or headphones you regularly use, but not always. You can use the dropdown menu to change your default for the system.

But some apps will save their own preferences. So we will need to check those as well.

4. Scroll down until you see the Advanced sound options section.

5. Click on the App volume and device preferences link.

6. Find your browser that you use for Collaborate in the list and check if you have options in the dropdown to select the sound source you expect to hear it from.

Notice that there is also an Input option if you are having problems selecting the correct microphone.
Go through Blackboard’s own browser support pages

Read through and try everything suggested in Blackboard’s support page for

Chrome: https://help.blackboard.com/Collaborate/Ultra/Participant/Support/Chrome_Support

Firefox: https://help.blackboard.com/Collaborate/Ultra/Participant/Support/Firefox_WebRTC_Support
Select the right audio and video device

When you use Collaborate for the first time a wizard will guide you through the setup.

It is important to pay attention to the device you choose to use with Collaborate if you have a choice.

The recommendation is to use a headset with microphone.
Run through the wizard again
No luck? Please try going through the wizard again and double check that you have selected the right devices.
1. Open the Collaborate Panel.
2. Click on the Cog.
3. Choose Set up Camera and Microphone.
Go through Blackboard’s support page about audio and video set up

Still not working? Read through the page linked below and check through everything it recommends.

https://help.blackboard.com/Collaborate/Ultra/Participant/Participate_in_Sessions/Audio_and_Video
Getting help
- Let your lecturer know if you are having issues with connecting or participating in a Collaborate session.
- Use the Chat Support in Collaborate to access Blackboard technical support.
- Contact the University IT help – ServiceLine
Collect some useful information that will help us, and add it to the ticket you will raise.

Within the Collaborate session you can capture some date which will be very useful for us to check.
1. Open the session menu (the hamburger button at the top right).
1. Click on Report an issue.
1. The collaborate panel on the right will open, scroll down this section.
1. At the bottom will be a box of diagnostic text, select this text, right click on it, and choose copy. Then raise a ticket via ServiceLine describing the problem you are experiencing and paste in this diagnostic text so we can take a look.

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