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Browser extensions causing audio/video and other issues

Owned by Gerard Ross
Last updated: Jul 08, 2020
2 min read

Introduction

If you are unable to see and/or hear participants, or they are unable to see and/or hear you, or you experience crashes while accessing Blackboard Collaborate Ultra, the issue may be with one of your browser extensions.

Table of contents


Test your browser in incognito mode

In order to determine if extensions are causing your issue, try first entering a Blackboard Collaborate Ultra session in an incognito/’browse in private’ browser window. Instructions for doing this in different browsers can be found below:

If your audio/video issue is not present, or Blackboard Collaborate Ultra remains stable and does not crash in incognito mode, a browser extension may be the cause.

Note: Adblockers, as well as old/unsupported extensions are common causes of audio/video and browser stability issues.

Disable and manage extensions

To determine which extension it is, you should open your browser in normal mode (not incognito or 'browse in private' mode) and disable all the extensions. Then re-enable each extension one-at-time, returning to Blackboard Collaborate Ultra each time to check if the issue has returned. This process narrows down which extension is causing the problem.

How you manage your extensions differs from browser to browser, but here are instructions for accessing your extensions in the most commonly used browsers:

Google Chrome

  1. Select the Chrome menu (three dots) on the browser toolbar
  2. Select More Tools > Extensions.

Edge and Chromium Edge

  1. Select the menu (three dots) on the browser toolbar
  2. Select Extensions.
  3. Follow the prompts to activate and deactivate individual add-ons.

Firefox

  1. Select the menu (three lines/hamburger icon) on the browser toolbar.
  2. Select Add-ons to bring up the page to manage your Add-ons.
  3. Select Extensions on the left menu and follow the prompts to activate and deactivate individual extensions you have installed.

Safari

  1. Select the Safari menu then choose Preferences from the drop-down menu that opens.
  2. Select the Extensions tab and follow the on-screen prompts to activate and deactivate individual extensions.