Blackboard Collaborate - Getting Help With Blackboard Collaborate
Faculty and staff can create, access, and manage web conferences directly from the MyUW portal or from within Canvas. This document references some sources of support, should you need help accessing or using the Blackboard Collaborate service.
There are two versions of Blackboard Collaborate available for use - Original and Ultra. Blackboard Collaborate Original can be accessed from the MyUW Portal. Blackboard Collaborate Ultra is integrated with Canvas and can be accessed from your course site. Collaborate Ultra is the newer of the two versions, and as such, offers a more streamlined experience. However, both still remain available for use and are supported.
For help getting started with Blackboard Collaborate, see:
Blackboard provides a wealth of information in their Self Service Center, including documentation and recordings of previous online training sessions. The collection includes guides to help users get started with using the product and specific features that may be of interest. There are also plenty of tips for best practices and troubleshooting information should issues arise.
Users of all types - participants, moderators, administrators - will benefit from accessing the resources and should begin at the Behind the Blackboard Self Service Center.
Blackboard has released an additional resource in light of the COVID-19 pandemic regarding scaling teaching and learning online with more options for self-paced training and support tools.
For urgent matters that require immediate assistance or occur outside of business hours (7:45 a.m. - 4:30 p.m.), please contact Blackboard Support directly (e.g., meeting that is in session or about to start). For ongoing issues or to report technical difficulties that affect the quality of your conference please contact your local support resource (e.g. the DoIT Help Desk or your local campus Help Desk).
To contact Blackboard Collaborate support directly, you can call from North America toll-free: 1 (877) 382-2293 or go to the Behind the Blackboard Support Portal and choose the live chat service (Chat with Collaborate Support), depending on your preferred communication method.
Cases that are reported to your Help Desk may need to be escalated to the vendor for further assistance.
If you'd like to monitor outages, or see if there may be a more widespread issue, there is a way to do so. The Blackboard Collaborate Hosted Services Status page is a vendor-provided web site that lists information about hosted service availability. UW System depends upon the service listed as Americas.