BROWSER SUPPORT
For the latest browser support information for Collaborate, please refer to the Blackboard Collaborate help page.
If you are running an unsupported version of Microsoft Edge or Google Chrome, please update your browser to the latest version.
If your issue continues, or you need more help that relates to your specific browser, please explore these pages for more help.
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Collaborate Session Time Appears To Be Displayed At Wrong Time.
The Times Listed For Collaborate Sessions Appear Hours Ahead Of The Actual Time When Viewed In Browser
Some users have reported that browsers freeze, or become unresponsive, intermittently when sharing an application, or sharing their screen in Collaborate Ultra on Windows. This issue does not affect all users and does not occur during all sessions. The issue has reportedly occurred while using different browser versions on Windows.
Symptoms:
SYMPTOM: Sometimes, when users go to access their session, they find it has already ended.
Collaborate Ultra uses the end user's computer's local system clock to display the session time to the user in their preferred local time zone. Sometimes however the local system clock gets manually changed or out of sync in a way which results in Collaborate Ultra not showing the scheduled sessions correctly. For example a session that should be at 2 pm local time is shown as starting in the past at 12 pm.
Affected Platforms
Affected Operating System: Windows
Affected Chrome Version: 88.0.4324.96
Solution/Workaround
Check the computer's system clock preferences and resynchronize with a server to ensure time zone, date, time and daylight savings is set correctly.
Windows: go to Start > Settings > Time & language > Date & time and click on Sync Now
Check that the user has selected the correct time zone and has the correct daylight saving settings.
Check that the Windows Time Service is running.
- Go to Control Panel > Administrative Tools > Services.
- Scroll to "Windows Time"
- Status should show "running"
- If Status does NOT show "running", double click on Time Service to open the Windows Time Properties Box
- Set Startup Type to "Automatic"
- Under Service Status, click "Start"
- More information on the Windows Time service found here: https://docs.microsoft.com/en-us/windows-server/networking/windows-time-service/windows-time-service-tools-and-settings
Mac OS: Apple menu > System Preferences, then click Date & Time Unlock to make changes, Select Set date and time automatically and choose an appropriate server for your region. Click on the Time Zone tab to select the appropriate Time Zone.
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PROBLEMS WHEN TRYING TO SHARE APPLICATIONS IN COLLABORATE SESSIONS
Chrome or Edge with Chromium crashes when application sharing for a small percentage of Windows 10 users with Realtek drivers.
The Google Chrome or Microsoft Edge browser crashes when application sharing in Collaborate Ultra for a small percentage of Windows 10 users with Realtek drivers. This issue seems to be a problem with Chromium and the driver.
Affected Platforms
Windows 10, Google Chrome browser, Edge with Chromium, Realtek driver
Cause: The issue seems to be an incompatibility between the Realtek exe and Chromium's application sharing module. https://support.google.com/chrome/thread/45541893?hl=en&msgid=54636814
Resolution/Workaround:
Workaround 1
To fix Chrome or Edge, please try the following workaround:
- Using Window's search bar, search for: exe
- Rename the file to something similar to SwUSB-rename.exe
- Restart your computer and try application sharing again
Workaround 2
Use Firefox to Application Share
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When Using Mac Os "Big Sur" 11.0 Or "Catalina" 10.15 And Safari 14 With Collaborate Ultra, The Audio A User Hears Is Breaking Up Or Cracking.
Affected Platforms
Mac OS "Big Sur" 11.0 and Safari 14
Mac OS "Catalina" 11.0 and Safari 14
Workaround
If Safari 14 is installed on your computer, please plan on using either Google Chrome or Mozilla Firefox with Collaborate Ultra sessions.
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COLLABORATE SESSION TIME APPEARS TO BE DISPLAYED AT WRONG TIME.
THE TIMES LISTED FOR COLLABORATE SESSIONS APPEAR HOURS AHEAD OF THE ACTUAL TIME WHEN VIEWED IN BROWSER
SYMPTOM: Sometimes, when users go to access their session, they find it has already ended.
Collaborate uses the end user's computer's local system clock to display the session time to the user in their preferred local time zone. Sometimes however the local system clock gets manually changed or out of sync in a way which results in Collaborate not showing the scheduled sessions correctly. For example a session that should be at 2 pm local time is shown as starting in the past at 12 pm.
Affected Platforms
Affected Operating System: Windows
Affected Chrome Version: 88.0.4324.96
Solution/Workaround
Check the computer's system clock preferences and resynchronize with a server to ensure time zone, date, time and daylight savings is set correctly.
Windows: go to Start > Settings > Time & language > Date & time and click on Sync Now
Check that the user has selected the correct time zone and has the correct daylight saving settings.
Check that the Windows Time Service is running.
- Go to Control Panel > Administrative Tools > Services.
- Scroll to "Windows Time"
- Status should show "running"
- If Status does NOT show "running", double click on Time Service to open the Windows Time Properties Box
- Set Startup Type to "Automatic"
- Under Service Status, click "Start"
- More information on the Windows Time service found here: https://docs.microsoft.com/en-us/windows-server/networking/windows-time-service/windows-time-service-tools-and-settings
Mac OS: Apple () menu > System Preferences, then click Date & Time Unlock to make changes, Select Set date and time automatically and choose an appropriate server for your region. Click on the Time Zone tab to select the appropriate Time Zone.
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PROBLEM: Intermittent issues with audio and video in some breakout groups
This issue does not affect all breakout groups and does not occur for all sessions. In a session with more than 2 breakout groups, in some cases, members of some of the breakout groups are unable to hear each other's audio or see each other's video. Other breakout groups within the session will be unaffected by this issue.
Symptoms: Members of the affected breakout groups may not be able to hear each other's audio or see each other's video.
Resolution/Workaround: A workaround for this issue is to move all members of the affected breakout group into another breakout group. The other breakout group may be an existing group that is unaffected by the issue, or a new breakout group can be created.
[BtB: 000075201]
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