Support from FASE's Education Technology Office

How do I troubleshoot connection and technical issues in Bb Collaborate?


As of August 31, 2021, UofT will no longer license Bb Collaborate. Please see ACT's termination of Collaborate license memo for more details. We recommend reviewing our guide of currently available webinar tools for alternate options to host synchronous online sessions.

Bb Collaborate is the recommended option for synchronous webinars as it is already seamlessly integrated into Quercus. This guide outlines best practices for having the best connection and troubleshooting tips to solve connection issues.

The most compatible browsers that best support stronger, consistent connectivity are the most updated versions of Google Chrome and Mozilla Firefox. Any others, such as Safari or Microsoft Edge Native and Chrome78 or older, are not recommended or no longer supported. Please ensure that your browser(s) are always up to date.

1. Check your connection

If you are experiencing slow loading times, check on your connection status to determine how strong it is. If you do not see full bars, then proceed to the troubleshooting steps in step 2.

You can check your connection status in two areas once you have joined the session:

  1. From the "My Status and Settings" avatar icon at the bottom of the main page.
  2. Within a session by selecting the "Attendees" panel and hovering over the stacked connection lines beside your name.

2. Best practices for the best connection

  1. Although WiFi may be more convenient, a hard-wired connection via Ethernet cable is recommended for a faster and more stable connection to Bb Collaborate due to its increased speed of data transfer.
  2. When using Bb collaborate, regardless of your role in the session, close any other open applications that contribute to the usage of bandwidth. When using WiFi in particular, ensure the same for all other members of your household as well for the most stable connection.
  3. If bandwidth is of concern, all attendees who are not currently speaking or sharing should turn off their webcams and microphones.

3. Troubleshooting Tips

3.1. Bb Collaborate does not load

  1. If you see the spinning purple loading wheel and Bb Collaborate does not load, ensure that third party cookies are enabled within your browser. For more details, see how to enable cookies in Chrome and Firefox.

3.2. Camera and microphone issues

If you are having camera and microphone issues, first try using the "Set up your Camera and microphone wizard". See "How do I test my audio and video input settings?"

  1. If you continue having these issues, update your browser permissions to allow for camera and microphone access:
    • Learn how to do so in Chrome and Firefox
    • If using a Mac, you can control access to your microphone and camera from directly within System Preferences

3.3. Audio feedback

Audio Feedback happens when a signal received by the microphone is amplified and passed out of the loudspeaker causing a looped signal that can sound unpleasant.

  1. Plug in headphones into your computer, device or speaker, so that the audio from your speakers does not go back through your microphone.
  2. Ensure that you mute your microphone when you are not talking.

3.4. Incoming video and/or audio keeps dropping

  1. If another attendees’ video and audio feeds keep cutting in and out, this is likely due to a poor network connection on your end. As previously mentioned, a wired connection and closing out of any applications that may be consuming bandwidth can help.
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