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Collaborate Ultra- troubleshooting
Here are some troubleshooting tips for joining Collaborate Ultra and fixing audio or video issues.
Joining issues (Network Connection)
- Check internet speed status.
- Collaborate Ultra Connection information.
- Provide an audio dial in number.
- Try a different browser. Browsers that are supported by Blackboard Collaborate.
- Use a hard-wired (Ethernet) connection, if available. If not available, use a Wifi connection. If using Wifi, try to be as close to the router as possible.
- Close other programs. Close all programs and streaming services on your computer except for the browser you are using for your Collaborate session.
- Restart your computer prior to joining a synchronous session.
Sharing audio/video issues
- When you first join a Collaborate Ultra session, you will go through audio and video testing.
- Make sure your the audio/video icon is turned on.
- Check your volume. Check that your camera isn't covered.
- Check the audio and video in My Settings during a session if you need to test again or change your audio/video source.
- Make sure your browser is up-to-date and that it has permission to access your camera and microphone.
- Make sure the settings are allowed on your computer:
- For Windows
- Camera Help (Changing settings, switching cameras, and webcam help)
- Fixing Sound Problems (Troubleshooting, drivers)
- Adjusting Audio for Different Applications
- Microphone Not Working (Windows 10)
- Checking privacy settings for Windows (includes camera and microphone)
- For Mac
- Adjusting Sound Settings (Internal speaker settings)
- Sound Input Settings (Device, input volume, background noise)
- Checking privacy settings for Mac (includes camera and microphone)
Hearing audio issues
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Check the audio and video in My Settings change your audio/video source.
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Check your volume.
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Check the sound input on your computer (Windows or Mac see above)
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Try rejoining the session.
- Restart you computer.
- Call in using the audio dial in number.
Sharing Content (seeing content) issues
- You and/or users can't see content you are sharing. Stop sharing and try again.
- Make sure you are clicking on the correct screen/application/tab to share.
- Why can't I share my screen?
Additional Tips
- Restart your computer prior to joining a synchronous session.
- If applicable, join the meeting early to ensure everything is working correctly.
- Limit video use. Use video during the session only when necessary.
- Check out this link for best practices for best experience from Collaborate Ultra.
- Still having trouble?
- Report an issue while in the session
- Submit a support case to Collaborate Ultra
- Send us an email: canvas@uwlax.edu