1. Ensure your Internet browser is up to date (please visit Browser Support page for more info.)
2. Ensure your internet connection is good (please visit Internet connectivity and key considerations when working remotely for guidance)
3. Ensure Audio and Video devices are working fine (arrange a test session with colleagues to check everything is working as expected)
4. Ensure "Third Party Cookies" are enabled in your browser settings
5. If you are using Safari browser, please also ensure "Prevent Cross Site Tracking" setting is disabled
6. Ensure connection to Collaborate is not blocked by any "Third Party Adware Extensions" or your Antivirus
7. External Users - Please ensure connection to Collaborate is not blocked by your Company Firewall. Contact your IT department for assistance if required

1. Please consider using Google Chrome browser (please visit Browser Support page for more info.)
2. Wherever possible please use wired internet connection, or ensure your WiFi connection is stable and strong (please visit Internet connectivity and key considerations when working remotely for guidance)
3. Ensure "Third Party Cookies" are enabled in your browser settings
4. If you are using Safari browser, please also ensure "Prevent Cross Site Tracking" setting is disabled
5. Only share "Video" if your connection is reliable and strong. Collaborate Ultra will automatically stop sharing your "Video" if your connection is poor
6. File Sharing - Sharing PDf documents uses less bandwidth as compared to PowerPoint or other file formats
7. Application or Screen-sharing requires higher bandwidth for both presenter and the participant. Session participants with poor internet connection may not get the good experience

1. Please try to use wired internet connection
2. Use Google Chrome or Firefox browser
3. China Unicom and China Mobile provide better user experience as compared to China Telecom
4. Use of VPN is not recommended during Collaborate sessions
5. Application or Screensharing is not recommended because it requires a strong internet connection for both the Presenter and Participants.
6. Consider sharing PDf documents wherever possible. PowerPoint files should be converted to PDf wherever possible.

You can test to see if you are able to enter this Collaborate Ultra session and audio/video devices on your computer are working. Please note that the audio/video sharing and chat options have been disabled in this room. Click here to enter the Collaborate Test Room.

1. Please ensure "Third Party Cookies" are enabled in your browser settings
2. Safari users please also ensure "Prevent Cross Site Tracking" setting is disabled

[ Watch this video guide on how to allow “Third party cookies” in Chrome ]

1. Please ensure "Third Party Cookies" are enabled in your browser settings
2. Safari users please also ensure "Prevent Cross Site Tracking" setting is disabled

[ Watch this video guide on how to allow “Third party cookies” in Chrome ]

1. Please ensure your Microphone is not faulty
2. Please ensure your microphone is "Unmuted"
3. If your computer is using more than one Microphone, consider switching between microphones

1. Please ensure your Webcam is not faulty
2. If your computer is using more than one Webcam, please try switching between webcams
3. Only share your video if it is absolutely necessary. If your internet connection is poor, collaborate will automatically stop sharing your video

Blackboard Collaborate Ultra requires the following settings of Ports and IP addresses. Please ask your technical team to help you. (if you are connecting from a personal internet connection, home or router, this does not apply).

By default Collaborate with the Ultra experience will be using UDP on the port range 49152 through 65535, if your organization has a firewall in place that is not open to this range, we will next try UDP 50000 and if that fails we will allow traffic to connect via TCP on port 443. It should be noted that TCP is a slightly slower connection protocol than UDP, but the experience should still be acceptable.

For full UDP access, please open ports 49152 through 65535 up to the following domains: *.bbcollab.com, *.bbcollabcloud.com, *.bbcollab.cloud.

Starting May 31st, 2019 we now offer a static FQDN and 2 static IPs per AWS region to allow a connection over TCP ONLY. UDP, including UDP 50000, will not be able to connect using these static IPs. Please see the appropriate hosting region for your institution for URL and IPs for TCP.

Additionally, Collaborate with the Ultra experience uses HTML5 Web Socket traffic to connect to session servers. Network traffic filters such as Cisco Firepower may have a filter added to prevent HTML5 and thus WebRTC from connecting. Please whitelist Blackboard Collaborate Ultra traffic to the following domains: *.bbcollab.com, *.bbcollabcloud.com, *.bbcollab.cloud

Furthermore, Proxy servers need to allow HTML5 Web Socket traffic in order for Collaborate to connect to the session servers through a proxy. Proxy servers may need to be specifically configured to handle this Web Socket traffic. Click Here to access our article on testing Web Socket traffic on your network. If you are blocking Web Socket traffic, please whitelist Blackboard Collaborate Ultra traffic traffic to the following domains: *.bbcollab.com, *.bbcollabcloud.com, *.bbcollab.cloud

Ports
• UDP 49152 through 65535 (Recommended for best performance)
• UDP 50000 (Will slightly degrade performance if limited to this UDP port)
• TCP 443

For further information on this topic, please see the Blackboard support article at this URL: https://blackboard.secure.force.com/publickbarticleview?id=kA770000000Cbtt

1. Browser extensions such as AdBlocker or YouTube blocker etc can also cause technical issues while using Collaborate Ultra. Please consider disabling similar browser extensions if required.
2. Antivirus Firewall settings can block your connection to Collaborate Ultra. Please check your Antivirus Firewall settings if none of the other solutions work.