BROWSER SUPPORT
Browser Support for Collaborate ULTRA Experience (15 May 2020):
As of July 1, 2020 Collaborate will support these browser versions:
- Microsoft Edge (Chromium) 80+
- Google Chrome 79+
All older versions of these browsers will no longer be supported. For more details on supported browsers, go to the Browser Support page on help.
If you are running an unsupported version of Microsoft Edge or Google Chrome, please update your browser to the latest version.
NB: Firefox is no longer supported. Users may well use it but will likely experience issues e.g. a known issue whereby, when in a Collaborate session the mouse cursor is not displayed to participants when the whole desktop or a single application is shared using Firefox 74+. This is a function of the Firefox browser and is not related to Collaborate Ultra. The mouse cursor is displayed to participants when applications are shared using Chrome, Edge (Chromium) and Safari.
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PROBLEMS STARTING SESSIONS
If there are issues starting a Blackboard Collaborate session then:
1. Check the system requirements for Blackboard Collaborate
https://blackboard.secure.force.com/apex/publickbarticleview?id=kAB700000008P8m
2. Try the Configuration Room
https://blackboard.secure.force.com/apex/publickbarticleview?id=kA770000000CbIW
This creates a sample session with Blackboard Collaborate server in Europe. If the session starts then everything is setup ok.
3. If the Configuration Room does not start then it will give a link to the Launcher file (a .collab file). Look on the page for this text:
"download the Blackboard Collaborate Launcher."
4. There are some general how-to and training resources for Collaborate on this page:
http://www.blackboard.com/support-for-blackboard-collaborate.aspx
5. Security
There are four core features of the Collaborate platform that help ensure a secure virtual classroom experience:
- Restrict participant permissions – This feature enables instructors to ensure that only session moderators can control the whiteboard, video/audio, and chat
features. - Secure authentication – This ensures students are able to access only those virtual classrooms assigned for their course (this requires integration with an LMS).
- Unique session links – This enables instructors to send a secure, unique link to session participants (LMS not required).
- Restrict access – This enables instructors to restrict the list of those who can enter their virtual classroom, by disabling access by unauthenticated users.
There are additional instructions on securing Collaborate
PROBLEMS WHEN TRYING TO SHARE APPLICATIONS IN COLLABORATE ULTRA 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: SwUSB.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
WHEN USING MAC OS "BIG SUR" 11.0 OR "CATALINA" 10.15 AND SAFARI 14 WITH COLLABORATE ULTRA, THE AUDIA 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.
COLLABORATE ULTRA 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 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.
Cause/s: This issue is caused by a bug in the Google Chrome browser. The bug report can be found at the link below.
https://bugs.chromium.org/p/chromium/issues/detail?id=1168528
Resolution/Workaround:
Impacted users can workaround the issue using the following steps:
- Open the Windows Settings application.
- Navigate to Date & time.
- Under Time zone, select a time zone different than your own.
- Under Time zone, select your original time zone again.
[Above from BtB Article: 000075230]
[UPDATE]There is a bug in the newest version of Google Chrome causing session or activity times to be incorrectly displayed 14 or 16 hours later. Update - February 8, 2021: Google has fixed this issue in Chrome versions 88.0.4324.146 and higher. Please update your Chrome browser to the latest release to resolve the issue
