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Troubleshooting - Teaching and Learning Tools

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Technology Help Desk

University of Wisconsin-Superior

Swenson Hall 1061
Belknap and Catlin
P.O. Box 2000
Superior, WI 54880

ph. 715-394-8300

helpdesk{atuws}
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Teaching and Learning Tools

Troubleshooting

Unable to Launch BB-Collaborate Top of Page

  • If you click on the Online Room in Learn@UWSuperior and nothing happens, make sure that your pop-up blocker allows this site to open new windows. 
  • Depending on your internet browser, you might be asked if you want to download the temporary files.  Internet Explorer will have a bar between the browser information and the BB-Collaborate screen (similar to downloading Word files from the Content area).
  • Some on-campus computers do not allow users to install software on them, so you will not be able to temporarily download the software needed to start BB-Collaborate.

Audio and Video Issues Top of Page

Why Can't I Hear Anyone?  Why Can't They Hear Me?

Is the headset plugged in completely? Are the microphone and headphone jacks in the right slots? You might need to unplug them and redo it once you are inside the BB-Collaborate program.

Is the headset mute switch on?

Is the computer muted or the volume low?

Use the Audio wizard to find/fix audio issues inside BB-Collaborate.

Why Can't the Participants Talk?

Has the "Maximum Simultaneous Talkers" been set to more than one? System default is set to one talker, if you haven't adjusted this and your Talk button is on, others in the session will not be able to talk. Change this by clicking on the Audio Options menu and selecting Maximum Simultaneous Talkers from the list. You can have a maximum of six talkers at a time, we recommend starting out at 3 and adjusting as needed.

Why Can't the Participants Use Their Web Cams?

Has the "Maximum Simultaneous Cameras" been set to more than one? System default is set to one web camera at a time, if you haven't adjusted this and your Video button is on, others in the session will not be able to use their web camera. Change this by clicking on the Audio Options menu and selecting Maximum Simultaneous Camera from the list. You can have a maximum of six cameras at a time, we recommend starting out at 3 and adjusting as needed.

Connection Issues Top of Page

If there is a problem with the connection or lag, change the connection speed (there is an option for wireless):

  • For PC users click on Edit -> Preferences -> Session -> Connection.
  • For Mac users click on Blackboard Collaborate -> Preferences -> Session -> Connection.
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