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Troubleshooting Collaborate - Staff Guide

Sometimes, you may experience problems when trying to connect to a Collaborate session, or hearing the audio. If you have issues, please follow the advice below. There is also further advice on Collaborate's help site.


Make sure that your browser is up to date and/or try using an alternative browser to access the session. We recommend using Google Chrome or Mozilla Firefox for the best experience. Please note that Internet Explorer is not supported.

Ensure that all third party cookies are enabled as this can sometimes prevent you from entering a session (you may see a spinning circle). If third party cookies must be disabled, most browsers allow for domain exceptions to be added. Please Allow [*.] (Chrome) or (Firefox). Please see your browser documentation for further instructions:

If you cannot hear or see anything, your browser may not have permission to use your microphone or camera. Make sure that you check your individual settings.

You can check compatibility requirements on the Collaborate website.

Internet Connection

Where possible, use a wired internet connection. Sitting close to your wifi router or in a place with a strong signal will improve your experience.

Personal computer or device

Make sure that your personal computer isn't working harder than it needs to by shutting down any programmes that you are not using when you start a session.

High CPU can sometimes cause issues with Collaborate sessions, and is often a problem if you are using an older computer. This wiki article explains some ways to fix high CPU.

Anti virus software installed on your device can sometimes cause issues with permissions for Collaborate to use your microphone or camera. If you are experiencing this problem and have anti virus software installed, please check that it is not blocking your microphone or camera.

Service Status

There are sometimes issues that affect all users connecting to sessions. It's worth checking the Collaborate Service Status page which will tell if there are any problems. Look at Collaborate for Europe, Middle East & Africa.

Audio Problems

If you cannot hear audio during a session, or if people cannot hear you, try the following:

  • Is your headset plugged in correctly?
  • Is there a mute switch on the headset?
  • Have you checked your browser URL bar for notifications? Your browser will ask for permission to use your microphone. This is the case even if you just want to listen when using certain browsers.
  • Is your computer's audio muted or turned down?
  • Have you selected the correct audio input device - go to the Collaborate panel and settings to check your audio (cog icon near the text chat).
  • Unplug your headset and try a different socket/port or headset.
  • Log in and out of the session and go back to the audio set up
  • Is the sound cutting in and out? Check your internet connection strength, and sit close to your wifi router.
  • If issues persist, you can listen to the session audio with your phone using the number and pin from the session menu. Please note that anonymous dial in is not available, so follow the instructions to join from in the session. The number that is generated needs altering before dialling. If you're calling from the UK, ignore the 44 prefix. If you're calling from overseas, use 00 as the prefix. The pound key also refers to the hash key.

Use the Chat Bot

When you are in a session, you can access the chat bot for support. Click the purple cog icon to open My Settings. If you cannot see this, make sure the Collaborate panel is open by clicking the purple arrow icon (also at the bottom left).

Chat bot menu

The chat bot will take you through several questions to try and resolve the problem you are having.

I have tried the troubleshooting advice and and still cannot connect. What should I do?

If you cannot connect to a session at all, send the details listed below to the IT Service Desk.

  • IT username
  • The name of the session that you are trying to connect to
  • Connection time and time zone that you are in
  • Location that you are connecting from (e.g. Leeds, UK)
  • Internet connection type: Wired, WiFi, Mobile
  • Internet connection quality at your location (good, medium, poor)
  • Provide a screenshot of any error messages received

If you keep being disconnected from a session, in addition to the details above, you should also copy the auto-generated issue report from your session.

To do this, go the session menu in the top left corner, and click Report an Issue

Report an issue option

A new panel will open which contains the auto-generated report. Copy this and paste it into your message to the IT Service Desk.

Session report ID