There are a few possible reasons for not being able to connect to a Collaborate session. These are the most common:
Has the session started yet?
It might seem obvious, but please check that you have the right day and time for the session you are trying to attend as the room might not be open yet.
Has the session ended?
You should still be able to enter the room for a session that has already ended, but it is possible that your tutor has closed the room.
Does it look like your web browser is trying to connect?
You may see a purple spinning wheel or a message about trying to connect.
This is usually caused by web cookies - if you are trying to enter the room via a link you were sent, then you may not have had the opportunity to accept cookies for Blackboard. Google Chrome seems to be affected most, but it is quite easy to fix using one or more of the following options:
a. Open a new web browser tab and login to Blackboard. Accept Blackboard cookies and then retry the Collaborate link.
b. If you are unable to join a Blackboard Collaborate session in Google Chrome and you are just getting the loading page with the purple circle, you need to allow cookies first in Google Chrome. See the information here on how to change this in the Chrome settings: https://support.google.com/chrome/answer/95647. Once you have allowed cookies you may need to refresh your webpage.
c. Switch to another web browser (Microsoft Edge, Firefox or other) and copy the Collaborate room link into this browser. If prompted, accept cookies for Blackboard.
I'm using a web browser on a work or placement computer/laptop.
Students on a work / placement / school device (who can’t change cookie settings) may need to open an Incognito or InPrivate window to be able to sign into their student account first before opening Blackboard and accessing Collaborate. See the following information to open a private browsing window:
Incognito / Private Browsing
I get a 404 error page.
This is usually because of a bad link which may have been caused by one of the following:
- You were sent a bad link (maybe the sender missed one or more characters off the end when they copied it)
- Your email account has broken the link by wrapping it over more than one line of text
- The Collaborate room has been amended or deleted since the link was sent
Just to check it is not at your end - you can try copying the whole link you were sent and pasting it into your web browser (rather than clicking on the link in your email).
If it still produces an error - please go back to the person who sent the original link and ask for a new one.
Contact the IT Service Desk for further support and guidance.