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For more information about how Collaborate manages network connections, please see → Collaborate Network Connection Management

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Collaborate is constantly sending and receiving data while a session is taking place. Therefore, Collaborate is more sensitive to general network conditions than a generic web page download. If you are having trouble with your Collaborate connection, please try the following:

Check your browser:

  1. Only use up-to-date Internet browsers that are supported by Blackboard Collaborate.  
  2. Shut down all unnecessary programs on the computer being used to access the Collaborate session, especially programs that use an internet connection such as email, instant messaging clients, streaming services (Netflix, YouTube), P2P clients, other web conferencing options (Skype, Slack, Webex), etc.
  3. Use video during the session only when necessary.

Check your home network:

  1. Collaborate provides a Network Connection Status tool that is used to monitor the health of your internet connection. The tool will indicate if you are experiencing packet loss or latency on your network's uplink or downlink.
  2. Try a different computer on the same network connection. If the alternate computer exhibits the same symptoms, the issue is likely caused by your network or ISP.
  3. Try the same computer on a different network connection (ex. coffee shop, local library, or cellular hotspot). If issues are resolved by changing networks, then the issue is most likely being caused by your home network or ISP.

If you suspect that your network or ISP is causing your Collaborate session issues, please try the following: 

  1. Use a hardwired ethernet connection to your router.
    • If hardwiring is not an option, and you must use wifi, be sure that you are located as close to the router as physically possible. 
  2. Ensure that the router is properly placed in the home for maximum efficiency.
    • Place the router in a high spot in the center of the room, away from other electronic devices, windows, microwaves etc.
  3. Restart the modem and/or router.
  4. Reboot your computer.
  5. Limit the number of devices and services using the network connection in the home like tablets, cell phones, smart TVs, streaming devices and streaming services (Roku, Firestick, Hulu, Netflix), gaming consoles, and other computers.
  6. Call your ISP and ask them to test your network components.
  7. If you purchased your router separately, call your router manufacturer for router support. 

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If you think the issue is Collaborate or you’ve been repeatedly disconnected from Collaborate, you can submit an issue to Blackboard.

HOW TO REPORT AN ISSUE TO COLLABORATE

  1. Open the Settings panel
  2. Click Report an issue
  3. Check the boxes that correspond to your issue.
  4. Describe your issue in the box provided 
  5. Click SUBMIT

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