Blackboard Collaborate: Troubleshooting

This article contains steps for troubleshooting common Blackboard issues. Some of these solutions will require administrative access on the workstation.

UNABLE TO LOG IN

If you are unable to log in, consider the following:

  • What type of computer is being used? Blackboard Collaborate does not work on Chromebooks, and functions are very limited on phones and tablets.
  • Check for outages at:
  • Check to see if there is a time limit on when you can log into the room (15 or 30 minutes prior to meeting start is common).
  • Verify you are clicking on the appropriate type of connection for your connection speed when opening the launcher. 
  • If you clicked on Join Session in D2L, but nothing is happening, check for pop-up blockers in the browser and allow them.
  • If unable to launch the application launcher, try the following.
    • Clear Java cache.
      1. Search for the Configure Java desktop application.
      2. On the General tab, click on Settings > Delete files.
    • Clear Collaborate cache and update it.
      1. Search for Blackboard Collaborate Launcher desktop application.
      2. On the Advanced tab, click Clear Cache.
    • Download and re-install the launcher.
JAVA ERROR WHEN DISPLAYING DESKTOP

Update the display driver.

  1. Click on Device Manager > Display adapters.  
  2. Right mouse click on the display adapter > Update Driver software.
Reinstall the display driver.
  1. Click on Device Manager > Display adapters.  
  2. Right mouse click on the display adapter > Uninstall.
  3. Reboot to install the driver.
AUDIO

If others are not able to hear you:

  • Make sure your microphone is turned on in the session and the microphone volume is turned up.  
  • Verify the moderator has not disabled your microphone in the session.
  • Go through the audio setup wizard in Collaborate by clicking Tools > Audio > Audio Setup Wizard.
  • Check microphone settings in Collaborate by clicking Tools > Audio > Microphone Settings.
  • Verify your computer is set to use the correct microphone and not muted:
    1. Right click on the speaker icon in the lower right side of your task bar.
    2. Select Recording Devices.
    3. If your microphone is disabled, click on it and then select Properties, click on the Device usage option and change it to Use this device (enabled).
    4. Click on the Levels tab and check to make sure the audio button next to the Microphone Array slide bar is not disabled.  
  • Reinstall the microphone's driver:
    1. Open Device Manager > Audio inputs and outputs.
    2. Right click on your microphone and choose Uninstall.  
    3. Reboot for plug and play to automatically reinstall the driver.
  • Update the driver.
    1. Open Device Manager.
    2. Click on  Audio inputs and outputs.  
    3. Right click on your microphone and choose Update Driver Software.

If you are not able to hear others:

  • Check your speakers to see if they are plugged in, turned on, and turned up.
  • Verify the moderator is sharing sound and allowing others to share sound.  Can others hear?
  • Verify your computer is set to use the correct output device and not muted.
    1. Right click on the speaker icon in the lower right side of your task bar.
    2. Click on Playback Devices.
    3. Click on your device and then select Properties.
    4. On the General tab, click on the Device usage option and change it to Use this device (enabled).
    5. Click on the Levels tab and check to make sure the audio button next to the Speakers slide bar is not disabled.
  • Go through the audio setup wizard in the launcher by clicking Tools > Audio > Audio Setup Wizard.
  • To check speaker settings inside Collaborate, click  Tools > Audio > Speaker Settings.
  • To reinstall relevant device drivers, open Device Manager and use the following instructions:
    1. Click Audio inputs and outputs > Speaker driver > Uninstall.
    2. Click Sound, video and game controllers > (*Audio Device Driver) > Uninstall.
    3. If they have a USB Speaker, click on Universal Serial Bus controllers > (*USB Speaker Driver) > Uninstall.
    4. Reboot computer for drivers to re-install automatically.
Video

If others cannot see your video:

  • To check camera settings in Collaborate, click on Tools > Video > Camera Settings.
  • To reinstall relevant device drivers, open Device Manager and use the following instructions:
    1. Click on Sound, Video and game controllers > (*Webcam driver) > Uninstall.
    2. If you have a USB Webcam click on  Universal Serial Bus controllers > (*USB Webcam) > Uninstall.
    3. Reboot your computer for drivers to re-install automatically.
If  you cannot see other people’s videos:
  • Keep in mind, only four video’s can be displayed at a time.
  • Check to see if others are able to view video.
  • Verify the moderator has a camera activated or others are allowed to share their camera feed.
Archived (Recorded) Video

Recordings usually take around 1 hour to appear in the archived section; however, sometimes this can take up to 24 hours.  If you have waited for 24 hours, and the video is still unavailable, contact a Collaborate administrator.



If you have questions, please contact the ITS Help Desk at 608.342.1400 or helpdesk@uwplatt.edu.  You may also visit the Help Desk on the first floor of the Karrmann Library.





Keywords:Audio video java error launcher   Doc ID:80627
Owner:Beth A.Group:UW Platteville
Created:2018-03-04 20:19 CDTUpdated:2018-03-11 20:55 CDT
Sites:UW Platteville
Feedback:  0   0