It may happen that you run into connection issues in Collaborate Ultra. 


See the Connection Issues Quick Guide here: http://departments.bloomu.edu/imdc/Docs/BOLT/student/2017/Communication/Ultra_Troubleshoot_Connection.pdf


Can't Connect?


If you see the Ultra interface BUT

  • can't access chat or other elements
  • see a purple spinner spinning
  • see a Reconnect button


Try to reconnect. 

If you can't, try a different browser.

If you experience difficulty in that browser, contact Collaborate support at 1-877-382-2293. 


Are you Disconnected?


If you

  • got disconnected
  • saw a white screen with an "Uh-Oh" message OR refreshed and kept getting the message


Try to reconnect.

  • Try to use a hardwired connection or move close to your Wi-Fi router.
  • Try restarting the modem or router if possible.
  • Shut down any unnecessary programs or apps that use streaming services.


If you still can't reconnect, contact Collaborate support at 1-877-382-2293. 


When to Reconnect


Did you join a session then begin to have connection or audio/video problems?


If you

  • started to lose audio or video, or audio or video "stuttered"
  • received a message saying you were Reconnecting OR were offered a Reload option OR fully disconnected from the session


Try to reconnect after

  • Trying to use a hardwired connection or move closer to the Wi-Fi router if possible.
  • Trying to restart the modem or router if possible.
  • Shut down any unnecessary programs or apps that use streaming services.


If you still can't reconnect, contact Collaborate support at 1-877-382-2293.