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Troubleshooting Collaborate Ultra - Connection & Audio Issues

Tips on how to troubleshoot Collaborate Ultra connection and audio issues.

Blackboard's contract to provide web conference services to the University of Wisconsin will expire on 06/30/2021. Access to Blackboard Collaborate Ultra web conference sessions, recordings, usage data, and all other services will end on that date. The UW System plans on negotiating a conferencing contract with Zoom before the start of the Fall 2021 semester. Alternative conferencing tools such as Microsoft Teams and WebEx will continue to be available during this transition. More information can be found here.

Troubleshooting a Connection Issue

1. If you're experiencing problems joining an Ultra session, the first thing you'll want to check the status of your connection: 
2. If your connection status is good but you're still having problems joining a session, try using a different browser: 

Troubleshooting an Audio Issue

  1. 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.

  2. 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.

  3. Make sure that you are using a supported web browser.
    Browsers supported by Collaborate Ultra

  4. 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

  5. Disable AdBlockers and extensions and then refresh your Ultra session.

  6. If necessary try Chrome in Incognito mode or Firefox in Private mode.

  7. Try clearing web browser cache and restarting the session. 

  8. 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.

Important Tips! 

  • 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.

Image of Collaborate Ultra Attendee permissions

Keywords:collaborate, ultra, troubleshoot, audio, video, connection, canvas, troubleshooting, instructor, student   Doc ID:107491
Owner:Linda W.Group:UW Parkside
Created:2020-12-02 08:24 CDTUpdated:2021-05-03 13:52 CDT
Sites:UW Parkside
Feedback:  4   0