Information Services

Known Issues

A list of known issues affecting the Collaborate service, what workarounds are available and how we are working to resolve them.

From time-to-time you may experience some unexpected behaviour from the Collaborate environment. If this is the case you can check our list of known issues for more information. We welcome feedback on Collaborate so we can continue to improve the service.

Issues Workaround Status
Cannot install Application Sharing Chrome Extension in the  Collaborate session with Chrome Version 71 and 72 on Windows and Mac
  1. Users will need to manually install the "Desktop Sharing" extension at this time.
  2. Open Chrome and download the extension directly from: https://chrome.google.com/webstore/detail/desktop-sharing/ajojghojfapedgfkjmhchgblmjfanggo
  3. Click "Add to Chrome"
  4. Check that the "Desktop Sharing" extension is installed and enabled by going to: chrome://extensions
  5. Restart your Collaborate Ultra session to application share

Issue to be fixed in February 2019 Collaborate release

There is a known issue with Firefox v.61 with attendees using this browser cannot be heard in a Collaborate Session

The workaround is to upgrade the browser to a different version or use an alternate browser (preferably Google Chrome).

Helpful link: Troubleshooting Audio and Video

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Icons do not appear in the Collaborate interface when in older versions of Firefox.

Interface icons such as the hamburger menu icon are not visible, but still functioning when the area they would normally occupy is clicked.

Update Firefox browser version or use a different browser, such as Chrome.

Blackboard won't fix this issue due to it being an out of date version of Firefox on University Managed Desktops. Update browser version or use a different browser.

Known issue with PowerPoint slide conversion in Collaborate Ultra experience. Please read here for further information.

Convert the PowerPoint to PDF before uploading the slides to Collaborate

Workarounds are documented on this webpage: Unable to upload PowerPoint presentation

Futher help: Best Practice for PowerPoint Files in Blackboard Collaborate

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Feedback on the Collaborate service

The Collaborate service team are keen for users to provide feedback/suggestions on the service and the tools available within Collaborate. 

If you experience an issue with any aspect of Collaborate please: