Blackboard Ultra: Troubleshooting

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

UNABLE TO LOG IN
AUDIO

If others are not able to hear you:

  • Verify the moderator has not disabled your microphone in the session.
  • Make sure your microphone is turned on in the session. 
  • In Chrome, go to Settings.  Scroll down to Advanced.  Click on Privacy and Security > Content Settings > Microphone. Make sure no sites are blocked and Ask before accessing is on.
  • Run Set up your camera and microphone in Ultra:
    1. Click the purple tab in the lower right corner.
    2. Click Settings > Audio and Video Settings > Set up your camera and microphone.
    3. Also, make sure the volume is turned up all the way in this location.
  • 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.  
  • 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.
  • 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.

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?
  • In Chrome, go to Settings.  Scroll down to Advanced.  Click on Privacy and Security > Content Settings > Microphone.  Make sure no sites are muted and Allow sites to play sound is on.
  • 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.
  • 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.
  • If all else fails, you can use your phone for audio and sound.  To do so:
    1. Click the purple tab in the lower right part of the screen.
    2. Select Settings > Audio and Video Settings > Use your phone for Audio.
Video

If others cannot see your video:

  • Remember, only four people can display video at the same time, so if you haven't been talking, your video feed will not be visible to others when more than four people have their camera on.
  • Run Set up your camera and microphone in Ultra:
    1. Click the purple tab in the lower right corner.
    2. Click Settings > Audio and Video Settings > Set up your camera and microphone.
  • In Chrome, go to Settings.  Scroll down to Advanced.  Click on Privacy and Security > Content Settings > Camera.  Make sure no sites are blocked and Ask before accessing is on.
  • 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 videos 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 browser error   Doc ID:80628
Owner:Beth A.Group:UW Platteville
Created:2018-03-04 21:23 CDTUpdated:2018-03-11 20:54 CDT
Sites:UW Platteville
Feedback:  0   0