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Troubleshooting Collaborate Ultra - Connection & Audio Issues
Tips on how to troubleshoot Collaborate Ultra connection and audio issues.
Troubleshooting a Connection Issue
- Check to see that the correct speakers are selected for your computers operating system.
For Mac go to Apple > System Preferences > Sound.
For Windows go to Control Panel > Hardware and Sound > Sound.
- Make sure the proper audio device is selected for use by Collaborate Ultra.
Click on Settings > Audio and Video Settings > Setup Your Camera and Microphone.
Note: Be sure to select the "microphone" from the audio input drop down menu. Sometimes, a speaker or speaker bar is selected incorrectly. Always be sure the proper microphone is selected as the audio input device.
- Make sure that you are using a supported web browser.
Browsers supported by Collaborate Ultra
- Make sure your web browser is up to date.
*Current browsers have been tested against Collaborate Ultra and can include fixes for known issues.
How to check your web browser version
- Disable AdBlockers and extensions and then refresh your Ultra session.
- If necessary try Chrome in Incognito mode or Firefox in Private mode.
- Try clearing web browser cache and restarting the session.
- If you continue to experience computer audio issues, you can use your phone for audio via the Ultra session Dial In # and PIN: Collaborate Teleconference.
- Use a hard-wired connection.
- If a hard-wired connection is not available, use WiFi. (When using WiFi, it is best to be as close to your router as possible.)
- Close all programs and streaming services on your computer except for the browser that you're using for the Collaborate Ultra session.
- Restart your computer prior to joining a synchronous session.
This is an important step to remember regardless of the web conference platform you're using. It is quite common for a platform such as Webex or Teams to hold on to the microphone after a session has ended. Therefore, switching between platforms without a computer restart may result in a disabled microphone for subsequent sessions.
- How to Report an Issue while in an Ultra session
Important Information for the Session Moderators:
In order for an Ultra "Participant" to be able to present/share their screen during a session, the moderator must "Promote" the selected participant to Presenter.