Troubleshooting Blackboard Collaborate Ultra

You can check Blackboard's Services Status page at any time to see if there is an outage for Blackboard Collaborate Ultra or any of their other offerings. If no outage is reported, below are some helpful hints to get the most out of your sessions.

Trouble joining or staying in a session

Audio Video issues

  • Do not join through a remote desktop session.
  • Check you computer settings. Make sure that the correct audio/video input/output is selected on your computer. Is your volume up? Are you able to play other sound on your computer?
  • Enable your camera and microphone. When you sign into a Blackboard Collaborate session, be sure to click "Allow" for the browser to use your webcam and mic.
    • Consult the Use your camera & microphone page from Google about making sure you allowed the right permissions for letting the page use your camera.
  • Set up your camera and microphone. When in a session, use the "My Settings" section of the Collaborate panel to be sure your webcam and mic are working properly.Screen shot indicating "Set up your camera and microphone" option
  • Turn on your camera and microphone. In a session, your camera and microphone are off by default. Use the buttons at the bottom of your screen to toggle on and off.​​​​​​​​​​​​​​​​​​​​​Screen shot showing Collaborate Audio/Video controls
  • Use headphones. Cut down on the background noise and use headphones.
  • Disable Adblockers. Browser Adblockers can turn off your audio and video and can cause buttons to not show up.
  • Restart your browser.
  • Restart your computer.
  • If your audio is still not working properly, try calling in to your session using the session phone number and PIN found in the Session Menu in the upper left corner.​​​​​​​Screen shot indicating "Use your phone for audio" in the Session Menu

More information

Please consult our Blackboard Collaborate Training page for more details and helpful links including:

  • Get Started for Moderators
  • Get Started for Participants​​​​​​​
  • Blackboard App Guide Please note: Using Collaborate Ultra on your desktop/laptop web browser will provide additional capabilities to the app version.

Faculty, staff, and students can also contact SUNY Online Support Services:


Article ID: 104298
Fri 4/3/20 3:14 PM
Mon 5/10/21 1:35 PM