blackboard collaborate support
**Collaborate (just like Zoom, Google Meet and many other webinar tools) is a 鈥榗loud鈥� tool, which means that it runs on computers that don鈥檛 belong to the University. We rely on Blackboard (the company that makes Collaborate) to provide support and address technical issues. Blackboard reports when there are issues with the service on . You can also access Collaborate support by clicking on the Tools link within Blackboard and choose the icon for Collaborate technical support.
Troubleshooting tips
- Make sure you鈥檙e using a recent version of a supported browser*
- (If using Chrome)
- Leave the Collaborate session and re-enter it
- Check there aren鈥檛 current issues with the Collaborate Service**
- Close things you aren鈥檛 using (other programs, other browser tabs)
- Restart your whole computer.
*For the best experience, please ensure you are using:
- Google Chrome or Mozilla Firefox if on a Windows/Mac computer
- Google Chrome if on an Android mobile/tablet
- Safari if on an Apple mobile/tablet.
[help.blackboard.com]. You can , or .
I can鈥檛 connect/it won鈥檛 load/I keep getting kicked out!
- Check your internet speed (eg. 鈥� third party tool, use at own risk)
- , but very poor connections may still experience issues
- Ways to try and improve your internet connection:
- Close other programs/tabs, stop any downloads
- Use a wired rather than WiFi connection if possible
- If you have to use WiFi, get as close to the router as possible and try and ensure your router isn鈥檛 surrounded by lots of objects
- Devices that use bluetooth can conflict with WiFi, turn off bluetooth connections and use wired devices instead
- Consider changing WiFi channel.
- Clear your browser鈥檚 cache and cookies 鈥渇rom all time鈥�
- Are you on a supported Operating System (Windows 10, or the latest two versions of Android/macOS/iOS/ipadOS)? If not, update the OS if you can.
I can鈥檛 hear other people and/or see cameras (or they can鈥檛 see/hear me)
- Make sure that your microphone/speakers/headphones/camera are plugged in correctly
- That they were plugged in before you entered Collaborate, if not then leave and come back in
- That (if they are USB) that they鈥檙e plugged into USB 2.0 ports rather than USB 3.0 ports (USB 2.0 ports are white, black or grey inside, USB 3.0 are blue)
Anything else
- Try a WebRTC checker tool to try and identify potential causes (eg. 鈥� third party tool, use at own risk)
- Use Blackboard鈥檚 automated 鈥渃hat bot鈥� service, in the bottom right of
- Use Blackboard鈥檚 troubleshooting pages: /
Note: It is possible to , but this is a one way report only. It sends data to Blackboard about the issue, but you not get a response either in the session or later. You can which will be responded to, but this is done elsewhere and you will need to share your 鈥渟ession info鈥� with them to help them identify it. 鈥淪ession Info鈥� can be found within the Collaborate room itself, by clicking the black menu icon in the top left, selecting 鈥淩eport an Issue鈥� and copying out the information in the 鈥淎uto-generated report that will be sent with your description鈥� field.
Special thanks to The University of York
Original Guide and Information credited here:
