How can I troubleshoot Audio/Video quality issues on Blackboard Collaborate?

If you are facing any of the stated Audio and Video issues in Blackboard Collaborate, follow the instructions provided in this article on how to resolve them.
Audio and Video issues may include:

  • No Audio or Video
  • Poor Audio or Video
  • Garbled Audio
  • Distorted or pixilated Video  

Troubleshooting instructions to help resolve the issues:

  1. It is highly recommended to use a headset. Avoid using the computer's built in audio components. This helps prevent background noises from being picked up by the on-board microphone.
  2. Check to see that the correct speakers are selected for your OS.
    1. On Mac, go to the Apple icon (on the top-left corner) > System Preferences > Sound
    2. On 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.
    1. On Blackboard Collaborate, click on My Settings (your avatar) > Audio and Video Settings > Setup Your Camera and Microphone.
  4. Make sure the microphone is positioned appropriately. For instance, placing the microphone directly under your nose will result in breathing noise, and placing it too far away from your mouth will result in low audio and the disruption due to background noise.
  5. Make sure that you use a supported web browserClick here to see a list of supported browsers.
  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.
    Click here for instructions on how to check your web browser version.
  7. Disable AdBlockers and extensions, and refresh your Collaborate Ultra session. If necessary try Chrome in an Incognito window or Firefox in a Private window.
  8. Close out of your web browser and reopen it or try a different supported web browser.
  9. Clear web browser cache and restart the session. Click here for instructions on how to clear cache on Google Chrome or FireFox.
  10. Reboot your computer.
  11. 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.
    1. On Windows, open the Task Manager (ctrl+alt+delete > Task Manager). Total CPU usage is shown at the bottom of the Task Manager screen.
    2. On Mac, open the Activity Monitor (Go>Utilities>Activity Monitor). Total CPU usage is shown at bottom of the Activity Monitor screen.
    3. Click here for instructions on how to fix high CPU usage
    4. 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!