Troubleshooting Blackboard Collaborate Ultra

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 the Open SUNY HelpDesk for assistance:


Article ID: 104298
Fri 4/3/20 3:14 PM
Mon 4/6/20 9:31 AM