Blackboard Collaborate Ultra - Known Issues

Below is a list of known issues within Blackboard Collaborate Ultra.

Table of Contents:

Firefox 74+ does not display the mouse cursor when sharing applications

The mouse cursor is not displayed to participants when the whole desktop or a single application is shared using Firefox 74+

Issue Description: 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.

Steps to Replicate: - Join a Collaborate Ultra session as a moderator or presenter using Firefox 74 or newer.

- Open application sharing and share the entire screen or a single application.

Result: The mouse cursor is not displayed to participants viewing the shared content.

Symptoms: The moderator's or presenter's mouse cursor does not appear to participants viewing the shared content.

Affected Platforms: Firefox 74+ on Mac OS and Windows

Workaround: Moderators and presenter should use Chrome, Edge (Chromium) or Safari when sharing applications where participants will need to view their mouse cursor.

Safari Missing Microphone Selection

In Safari, there is no selection for choosing a microphone, so it will use the default microphone. In Chrome, there is a selection in the setup to choose a microphone, but this is not available in Safari.

Known Issue with Recording Breakout Groups

When recording an Ultra session, and all participants are moved into a Breakout Group, the recording will stop without notification. Once users are moved back into the Main Room, the recording needs to be restarted by the moderator, which will generate separate recordings for the session. The vendor is aware of this problematic behavior.

PowerPoint equations misaligned

When an equation is created in PowerPoint using the Insert > Equations feature, those equations will appear misaligned when the PowerPoint file is uploaded to the Whiteboard in Collaborate Ultra with the Google Chrome browser. This article provides options to work around the issue.

Steps to Replicate:
  1. Create an equation in a Microsoft PowerPoint document using the Insert > Equations feature.
  2. Using the Google Chrome browser, upload the PowerPoint file to the Whiteboard in a Collaborate Ultra session.
  3. Note that the equation appears misaligned on the Whiteboard.
Known Issue Symptoms

When an equation is created in PowerPoint using the Insert > Equations feature, those equations will appear misaligned when the PowerPoint file is uploaded to the Whiteboard in Collaborate Ultra with the Google Chrome browser.

Affected Platforms

Google Chrome browser on both Windows and OS X systems.

Resolution/Workaround

Each of the following options will work around the issue:
  • Use the Microsoft Equation Editor to create equations in MS PowerPoint rather than the Insert > Equations feature. Note that the MS Equation Editor is not available in all versions of PowerPoint.
  • Save a copy of the PowerPoint file using the PowerPoint Picture Presentation (.pptx) format and upload this copy of the document to the Collaborate Ultra session. Note that this format flattens each of the slides down to an image file which will greatly reduce the ability to further edit the slides going forward. As such, it is recommended to save a copy of the file in this format and maintain a copy of the original file as well. Also note that this format is not available in all versions of PowerPoint.
  • Export the slides in the PowerPoint document to image files, then upload the images to the Whiteboard rather than the PowerPoint document itself.

Ad blockers can cause buttons to not appear

Blackboard Collaborate Ultra users have reported that Ad Blockers can cause buttons such as the Share Now button to not appear.

Symptoms

Collaborate Ultra users have reported that Ad Blockers such as, "Ad Block Plus", can cause buttons to not appear. One example is when a presenter selects to File Share, the Share Now button at the bottom of the screen may be missing:

ShareNowMissing.png

Resolution/Workaround

Please follow your Ad Blockers instructions to disable your Ad Blocker for the Collaborate Ultra websites that you use. Usually, you can open your Collaborate Ultra session, click on your ad blockers icon in the browser and select to disable it for the page that you are currently on.

Here is an example using AdBlock Plus:

  1. Click on the ABP icon in your browser and then click the blue 'Enabled' button (looks like a power symbol)

    AdBlockEnabled.png

  2. Click Refresh to refresh the page

    ClickRefresh.png

  3. It should now be disabled (the button will turn red, as the following image shows)

    AdBlockDisabled.png

Error: A04

When copying a Blackboard Collaborate Ultra session link into a browser, a "Failure: A04" error code is shown.

Examples of this error -and their workaround - include:

  • This session hasn't started yet.

    TheSessionHasntStartedYet.png

    Resolution/Workaround:
    1. Go to the session settings and change the date
    2. Create a new session
    3. Wait for session to begin
  • Sorry! Guest access is not allowed at this time.

    GuestAccessNotAllowed.png

    Resolution/Workaround: User will need to contact the moderator as guest access has been disabled for the session.
  • Uh-oh! There was a problem joining the session.

    ProblemJoiningSession.png

    Resolution/Workaround:
    1. Please check your internet connection and refresh the browser
    2. Please try to join the session on a different browser
    3. If these two options do not work, please contact to your moderator for a new link

Audio Notifications are not heard on Safari 12 browser

Users that join a Collaborate Ultra session are unable to hear audio notifications on Safari 12 on Mac and iOS mobile.

Steps to Replicate:

  1. Launch a Collaborate Ultra session with 2 moderator users in the session (one moderator on Safari 12 and the other moderator on a supported browser other than Safari, e.g. Chrome).
  2. Enable all audio/video notifications on Safari 12.
  3. Send all notifications (Chat, raise hand, etc).
Symptoms: Unable to hear audio notifications on Safari 12.
Cause: AutoPlay is disabled in Safari Browser unless user presses play button.

Resolution/Workaround

The Workaround on Mac:

The user would need to do this manually.

  1. In the Safari app on your Mac, choose Safari and click on Preferences
    ChoosePreferences.png
  2. Then click Websites
    ClickWebsites.png
  3. Click Auto-Play in the list on the left. Do any of the following: Choose settings for a website in the list: Select the website (us.bbcollab.com in this case) on the right, then choose the option: Allow All Auto-play
    AllowAuto-Play.png
  4. After Allowing All Auto-Play, you will be able to hear the Collaborate Ultra session notifications
Note: This workaround is NOT applicable to iOS mobile.

Users attending sessions on some iOS devices cannot see edits made to the Collaborate Ultra Whiteboard

Users that join a Collaborate Ultra session are unable to hear audio notifications on Safari 12 on Mac and iOS mobile.

Issue Description: Users attending a Collaborate Ultra sessions on some iOS devices cannot see edits made to the Collaborate Ultra Whiteboard.

Steps to Replicate:

  1. Create a Collaborate Ultra session.
  2. Join the session using Safari on an iPhone.
  3. Join the same session using a PC or Mac (non-iOS device).
  4. From the iPhone, draw lines, shapes or text on the whiteboard area.
    • Expected results: All users attending the session can see the edits made to the whiteboard.
    • Actual results: The edits do not appear to the iPhone user who created them, but they appear to everyone else in the session.
  5. From the secondary device, draw lines, shapes or text on the whiteboard area.
    • Expect results: Everyone in the session can see the edits made to the whiteboard.
    • Actual results: The edits made to the whiteboard do not appear on the iPhone's whiteboard area, but they appear to every one else in the session

Symptoms:

Users attending a Collaborate Ultra sessions on some iOS devices cannot see edits made to the Collaborate Ultra Whiteboard.

Affected Platforms:

Some iOS devices

Resolution/Workaround:

There is no workaround at this time. If you experience this issue using an iOS device, please switch to a PC or Mac. You can also try a different iOS device, if you have one available.

Browser extensions can cause audio/video issues

If you're unable to hear and/or see participants, or vice versa, the issue may be with a browser extension. In order to determine if this is what is causing the issue, try first entering a session in an incognito browsing window. Instructions for each can be found here:

If the issue is not present in incognito mode, a browser extension is causing the issue. Typically, adblockers or extensions that stop HTML5 video from autoplaying, as well as old/unsupported extensions are the culprit, but other extensions may also be causing the issue.

To determine which extension it is, you should run your browser in its normal mode and manage your extensions by disabling all and then adding your extensions back one-at-a-time. In between each added extension, return to Blackboard Collaborate Ultra to check if your problem has returned. This process narrows down which extension is causing the problem.

If you are running many extensions, you may elect to add groups back in to see when the problem returns, and once it does, focus on that last group to identify the offending extension within that group.

Managing your extensions will be different from browser to browser, but this list of instructions for popular browsers will give you an idea of where to start:

Chrome (extensions)
Click the Chrome menu (three dots) on the browser toolbar
Select More Tools > Extensions.

Edge (extensions)
Click the menu (three dots) on the browser toolbar
Select Extensions.
Follow the prompts to activate and deactivate individual add-ons.

Firefox (add-ons)
Click the menu (three lines) on the browser toolbar.
Select Add-ons to bring up the page to manage your Add-ons.
Select Extensions on the left menu and follow the prompts to activate and deactivate individual extensions you have installed.

Safari (extensions)
Select Safari > Preferences.
Click on the Extensions tab and follow the prompts to activate and deactivate individual extensions.




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Owner:Learn@UW Madison .Group:Learn@UW-Madison
Created:2020-03-27 10:17 CDTUpdated:2020-06-26 11:29 CDT
Sites:Academic Technology Pilots, DoIT Help Desk, Learn@UW-Madison
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