Blackboard Collaborate Not Loading

This article contains the following sub-sections:

Allow 3rd Party Cookies

 

Symptom:

People using Chrome or Firefox may be unable to access Blackboard Collaborate Ultra from within Blackboard Learn (their course). 
Instead of the Collaborate session information loading, you see a perpetual purple circle on a dark background.  Nothing ever loads.


 

Issue:

Chrome is blocking the ability for Blackboard Collaborate Ultra to load from within Blackboard by rejecting 3rd party cookies and internal storage.

 

Solution:

Allow cookies for  us-lti.bbcollab.com.

For instructions, select your browser below:

  1. Go into the Chrome cookie settings: chrome://settings/content/cookies?search=cookies
     
  2. Click Add beside Allow (toward the bottom of the screen)


     
  3. Enter us-lti.bbcollab.com and click Add
    This allows your browse to accept cookies and local storage data from the Collaborate server

  4. Now you should see it listed under Allow


     
  5. Go back to Blackboard Collaborate, this time it should load
  1. In Firefox, go to about:preferences#privacy 


     
    1. Either: Switch it to Standard or Strict and Click Reload All Tabs


       
    2. Or: If you want to keep it on Custom, and Cookies is set to "All third-party cookies (may causes website to break)", then
       
      1. Scroll down to the "Cookies and Site Data" section and click Manage Permissions 


         
      2. Add us-lti.bbcollab.com (or the appropriate location URL) and click Allow 
         
      3. Make sure it appears in the box below, then click Save Changes

Allow HTML 5 Web Socket Connections

Symptom:

People using any browser may be unable to access Blackboard Collaborate Ultra from within Blackboard Learn (their course) or via a guest link. Instead of the Collaborate session information loading, you receive an error message: "Uh-oh! We're unable to connect you to the session. Try reconnecting or contacting the session administrator. Failure Code: J10"  This most likely occurs when you are accessing the Collaborate session from a school or office network or while on a company VPN.

J10 error screen shot

 

Issue:

The network is blocking HTML 5 web socket connections.

 

Solution:

Please have your local network administrator test to see if HTML 5 Web Socket connections are permitted on your network by following these instructions: HTML 5 Web Socket Test 
 
You can also try accessing Collaborate Ultra from another network (coffee shop, local library, cellular hotspot) on the same computer.  If you are able to access Collaborate from another network, then this indicates that the school or workplace network firewall configuration is most likely the cause of the J10 or J11 error message that you are receiving.

The J10 and J11 error message almost always happen when a user is accessing from a school or work network.  However, if you are at home when this happens, please follow these instructions: Home networking troubleshooting tips

The student can test that their network is allowing Web Socket connections here: https://www.websocket.org/echo.html

 

Troubleshooting Audio and Video Issues

This article provides instructions on how to troubleshoot Audio and Video issues in a Collaborate Ultra session. Issues may include:

  • No audio or video
  • Poor audio or video
  • Garbled audio
  • Distorted or pixelated video

The following troubleshooting steps may help resolve issues:

  1. Use a headset whenever possible. Avoid using the computer's built in audio components. This helps prevent environmental noises from being picked up by the on-board microphone.
  2. Check to see that the correct speakers are selected for your OS.
    • Mac go to Apple > System Preferences > Sound.
    • Windows go to Control Panel > Hardware and Sound > Sound or search for Sound and select Sound from the Control Panel in the search menu.
  3. Make sure the proper audio device is selected for use by Collaborate Ultra.
    • Click on My Settings (your avatar) > Audio and Video Settings > Setup Your Camera and Microphone.
  4. Make sure the microphone is located appropriately.
    • Placing the microphone directly under your nose will result in breathing being heard by session participants.
    • Placing the microphone too far away from your mouth will result in low audio and the possibility of environmental noise being captured.
  5. Make sure that you are using a supported web browser.
  6. Make sure your web browser is up to date. Current browsers have been tested against Collaborate Ultra and can include fixes for known issues.
  7. Disable AdBlockers and extensions, refresh your Collaborate Ultra session. If necessary try Chrome in an Incognito window or Firefox in a Private window.
  8. Try a different supported web browser. 
  9. Try clearing web browser cache and restarting the session.
  10. Close out of your web browser and reopen it.
  11. Reboot your computer.
  12. Check for sustained high CPU usage which is an indicator that your computer is working too hard.  High CPU usage for our intents and purposes is defined as sustained CPU usage of 90% - 100%, meaning the CPU Usage doesn't often fall below that level or frequently returns to that level. High CPU usage is most commonly seen when using an older computer or when too many programs are running.
    • On Windows open the Task Manager (ctrl+alt+delete > Task Manager).  Total CPU usage is shown at the bottom of the Task Manager screen.
    • On a Mac, open the Activity Monitor (Go>Utilities>Activity Monitor).  Total CPU usage is shown at bottom of the Activity Monitor screen.
    • Click here for instructions on how to fix high CPU usage
    • Shut down any unnecessary programs that are running on the computer before starting your Collaborate Ultra session. As a general rule, if you don't plan on sharing an application, close it!

If these steps have been taken and there are still issues, it might be time to evaluate your network connection.  Click here to go to the network troubleshooting guide. 

 

 For further support or troubleshooting, contact the IT Support Center
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Details

Article ID: 210
Created
Thu 3/19/20 8:08 AM
Modified
Fri 6/26/20 11:19 AM

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