Information Services

Troubleshooting Audio and Video

This page offers suggestions if you are having issues with the audio or video in a Blackboard Collaborate session.

Make sure your browser is up to date as Collaborate only supports the most recent two stable channel releases of browsers.

Switch to Chrome or Firefox

For the best experience you should use the latest version of Google Chrome Browser or Firefox, if you are not using this already please re-join the session from the original join link using this browser.

Known Issue:

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).

Configure Audio and Video in Chrome and Firefox

You must give the browser permission to use audio and video to participate in a session. This is necessary so that you are seen and heard.

This link provides instructions on how to set up your camera and microphone when using Collaborate Ultra via Chrome or Firefox:

Make sure the proper audio device is being used by Ultra

Use a headset whenever possible (instead of using a built in laptop microphone for example). This helps prevent environmental noises from being picked up by the microphone.

Click on My Settings (your avatar) > Audio and Video Settings > Setup Your Camera and Microphone. Make sure the microphone is located appropriately (for example under the nose will result in breathing being heard and too far away from the mouth will result in low audio and a possibility of environmental noise being included).

Chrome uses the computer's default speakers. Check that the correct speakers are selected for your OS. Mac go to Apple > System Preferences > Sound. Windows go to Control Panel > Sound or search for Sound and select Sound from the Control Panel in the search menu.

Clear Browser Cache

Try clearing browser cache and restarting a session. Click here for instructions to clear browser cache's-Cache

High CPU usage (aka your computer is working hard) can cause audio issues as well. Be sure only necessary programs are running on the computer before starting the session. If you don’t need email, youtube, Word, etc… open for the session, then close it!

Again rejoin session in Chrome or Firefox

If none of the above works please restart your computer and try to rejoin the session again via Google Chrome or Firefox

Phone into session

If you can't get audio to work on your computer, you can use your phone in a session. 

You must still join a session via a browser to use your phone as this is how you access the temporary personal identification number (PIN). With this personal PIN, you appear as yourself in the session

The number provided is a UK national number and call charges will apply.

Please see the instructions on the  Frequently asked Questions or  Collaborate Teleconference

Related Links:

Troubleshooting in Collaborate (Blackboard webpages)

Browser Support (Blackboard Webpages)

How to report an issue to IS Helpline

Blackboard Help : Collaborate Homepage

If you require further assistance: