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Unable to access Collaborate Ultra session (Spinning Purple Circle) - Google Chrome

Introduction

Some staff and students have reported issues accessing the Live Sessions or Blackboard Collaborate Ultra tool links when using Google Chrome.

Table of contents


Description

After selecting the Live Sessions or Blackboard Collaborate Ultra tool link in a module area, staff and students have reported that they are taken to a grey screen with a spinning purple circle and remain there, unable to join the session or see the session links. Their screen will look like this:

Cause

Blackboard Collaborate Ultra uses cookies (known as third-party cookies) to track aspects of your session. If Google Chrome blocks these cookies, the result is the grey screen with the spinning purple circle.

Solution

Note: Not all users (typically those using workplace computers) will have access to their computer in a way that will allow them make changes to Google Chrome, or to see whether third-party cookies are enabled in Google Chrome. As a quick check, please go to this web address: https://www.whatismybrowser.com/ and look at the section ‘Are third party cookies enabled’. If it says NO, third-party cookies are blocked, please contact your IT Support team for help. For everyone else, please follow the instructions below.

To enable third-party cookies in Google Chrome:

  1. Open your Google Chrome browser
  2. Select the ‘three-dots’ button to the right of the address bar in Google Chrome. This is Customise and Control Google Chrome button (highlighted in red below).



  3. From the drop-down menu that appears, select the Settings… link:



  4. On the Settings screen that opens scroll down to the Privacy and Security section and select the Cookies and other site data button:



  5. On the Cookies and other site data page that opens, see if the Block third-party cookies option is checked:



  6. If it is, select the checkbox next to Allow all cookies (highlighted in red below) to enable third-party cookies to be used:

Video Instructions

A quick video guide to the problem and the solution.