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Comment: Blackboard Collaborate message "Error : Uh-oh. You can't connect. Try to rejoin"
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Ongoing - Moodle 20-21

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idBCChrome89
 Blackboard Collaborate attendees
BChromeEdgeJoinError
 Blackboard Collaborate: A small percentage of users are unable to join sessions on Google Chrome or Microsoft Edge and receive a message "Error : Uh-oh. You can't connect. Try to rejoin"

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idBChromeEdgeJoinError

A small percentage of users have reported a problem when using Google Chrome or Microsoft Edge to join a Collaborate Ultra session or breakout group, causing them to be unable to join. The users will see a purple spinner that eventually resolves to the following error: "Uh-Oh. You can't connect. Try to rejoin"

Screen capture of the You Cannot Connect Rejoin message

Workaround

  • Make sure that Google Chrome is up to date.
  • Clear Browser Cache ​​​​​​​
  • Additionally, users should make sure all unnecessary applications and browser tabs are fully closed when joining Collaborate Ultra.

Resolution
To help alleviate the issue, Blackboard is extending the browser timeout on April 15th, 2021 so users who would have previously seen the error message should now be able to join the session or breakout group in Google Chrome or Microsoft Edge. The connection may take several additional seconds for the browser to successfully join the session. Users will see a purple spinner while they are waiting on the connection to be made, at which point they should successfully join the session instead of receiving an error message. Blackboard is also working on the development of a permanent fix, which will be released separately.

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idBCFirefox87Error
 Blackboard Collaborate: Some users using Mozilla Firefox version 87 receive a message "Error : Uh-oh. You can't connect. Try to rejoin"

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idBCFirefox87Error

Blackboard Collaborate users using Mozilla Firefox version 87 connecting via TCP or TLS cannot connect to the session. Users will see an Error: "Uh-oh. You can't connect. Try to rejoin." Other browsers and versions of Firefox are not affected by this issue.

Screen capture of the You Cannot Connect Rejoin message

Workaround

For users connecting from behind a Firewall or using TCP/TLS only due to a ISP constraint in South America, at this time we do not recommend upgrading to Firefox 87. Affected users can either use supported versions of Google Chrome or Microsoft Edge (Chromium) for their Collaborate sessions. For more information about supported browsers, click here .

If the user must use Firefox, they will need to downgrade to Firefox 86: https://support.mozilla.org/en-US/kb/install-older-version-firefox

This issue is also fixed in Firefox 89 Nightly. Please note that this is a beta browser and is therefore not supported at this time by Collaborate. https://www.mozilla.org/en-US/firefox/89.0a1/releasenotes/

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idBCChrome89
 Blackboard Collaborate: Attendees unable to see closed captions.

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idBCChrome89

Blackboard Collaborate attendees are unable to see closed captions if they join session AFTER captioning begins.

Workaround

Method One
Stop captioning by removing captioner

  • Participant Panel > Click Ellipses next to Captioner's name > Remove Captioner

Start Captioning again

  • Participant Panel > Click Ellipses next to Captioner's name > Make Captioner

Note, existing captions will be removed from screen if this method is chosen.
Session recording will contain full caption history.

Method Two
Wait to start captioning until after all expected attendees have joined the session.

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idBCChrome89
 Blackboard Collaborate: Web browser Google Chrome version 89.0, attendees unable to view content or hear audio in Collaborate sessions.

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idBCChrome89

The main content area in the centre of the screen and video areas in bottom left/right corners are not visible. Affected attendees will only see solid black, as displayed in the image below.

Affected attendees will also be unable to hear others in the session. However, others will be able to hear and see them (if their microphone and camera are enabled).

Cause: The root cause is currently under investigation. Blackboard development team is prioritising work to find a resolution for this issue. This known issue will be updated when the issue is fixed. 

Workaround

  1. Try to uninstall / Reinstall the Chrome browser.
  2. Try disabling the Send a "Do Not Track" request with your browsing traffic setting under Chrome Settings (see image below).
  3. Use another supported browser. A list of supported browsers can be found here.

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idMozillaFirefox86
 Web browser Mozilla Firefox version 86.0 causing display issues within the Moodle settings.

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idMozillaFirefox86

When using Mozilla Firefox version 86.0, you will notice some of your setting options displaying horizontally 'example below'. 

Workaround

This does not affect the running of your course and you can still use the options within the Moodle settings. Alternatively, you can choose to ignore the the horizontal display or to switch to another browser (Google Chrome). We are waiting for the developers to update the Moodle theme.

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idBlackboardCollaborateSessionTimeChrome.
 Blackboard Collaborate session time may appear incorrect in Google Chrome.

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idBlackboardCollaborateSessionTimeChrome.

Google has identified the following bug in their Chrome browser which can cause Collaborate session(s) times to appear incorrectly. Blackboard is aware of a behaviour where the time within Chrome browsers displays the session start time incorrectly compared to your device time.

Workaround

This does not affect the running of the session but please do inform your students who are using Google Chrome browser, to either ignore the browser times or to switch to another browser (Mozilla Firefox). We are waiting for the vendor to provide a fix as a matter of urgency.

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idBlackboardCollaborateFileUpload
Blackboard Collaborate PowerPoint upload/conversion errors and sharing your presentation. 

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idBlackboardCollaborateFileUpload

You may have an error when uploading PowerPoint files within Blackboard Collaborate and this leading to unable to share your presentation. The vendor is aware of this issue and working on resolving this as high priority.

Workaround

If you are experiencing PowerPoint conversion issue and sharing your slides, you can save your PowerPoint presentation as a PDF and upload within Blackboard Collaborate to share you presentation. You can also save your PowerPoint file as separate image files. 

To Save the Slides as Images, please do the following:

  1. Open PowerPoint
  2. Open the presentation needed
  3. Click File
  4. Click Save as Pictures
  5. Save the pictures to your Desktop for easy finding
  6. Select Format: JPEG
  7. Click Save
  8. The images are now saved to a new folder on your Desktop
  9. To Upload the Images to your Session
  10. Open your Collaborate session
  11. Click Load Content
  12. Browse to the Desktop folder created above and select all of the images from the newly created folder by pressing Command + A
  13. Click Open
  14. Select: Import Images as Individual Pages > Load
  15. The Page Explorer will open. This will allow you to move slides to different rooms and organize them.
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idMoodleJMEQuizQuestion
Javascript Molecular Editor Question - answers don't save when there are two questions on one page

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idMoodleJMEQuizQuestion

Within a Moodle Quiz, if you have two Javascript Molecular Editor(JME) questions on the same page, only the answer response to the last JME question is saved for the student. 

Workaround

Digital Education recommends that every Quiz Question is provided on a new page as this ensures student answers are saved with each page load. It also reduces the load on Moodle.

To set this up:

  1. Open your Quiz
  2. Click Edit Settings
  3. Under Layout
  4. Set New page to 'Every question'.

For more guidance on Moodle Quizzes please see the Moodle Quiz guide.

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idMoodlezoomattendance
Zoom attendance list within Moodle is currently not being generated.

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Within Moodle, the Zoom Attendance report is not generated from 26th November 2020 onwards. We are working with Zoom service providers to resolve this and a date to fix the report is yet to be confirmed. 

Workaround

To access the Zoom attendance report, please contact the Meeting organiser (the organiser who created the Zoom session) to download the attendance list from their Zoom home page. To find out how to do download the attendance report, please visit Zoom guide. Please note, until a fix is implemented, only the meeting organiser will have access to this report. 

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idZoomnaming
Re-naming Zoom meetings on Moodle. Name changes do not appear in Moodle Calendar or Zoom platform.

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idZoomnaming

Quick editing a Zoom meeting using the pencil icon on Moodle can lead to unexpected behaviour.

Zoom meeting quick edit

This includes changes to a meeting's name not carrying over to the Moodle calendar. As well, it has been reported that changes to a meeting name do not always carry over to the Zoom web portal, and will revert after a period of time.

This has been flagged to the developers of the Zoom plugin to investigate. 

Workaround

Avoid renaming if possible.

If you do need to rename something, edit the Zoom meeting, and update the name on the settings page.

Zoom meeting edit settings option

If the issue persists, create a new Zoom meeting and delete the old.

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idMoodleparticipantselectallbutton
Moodle Participants Select all users .. the Choose actions button is greyed out. 

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idMoodleparticipantselectallbutton

Within the Moodle Participants area if you scroll to the bottom of the participants list and click on Select all XXXX users 


You will notice the Choose actions button greys out / unavailable to select.  

Workaround

To first refresh the participants page, and apply any filters is necessary. Scroll to the bottom of the participants list and Select Show all 273 (your number will depend on the amount of users you have available on your Moodle course).

Scroll back to the top of the participants list and below the First name a/ Surname column header, click the checkbox


Scroll back to the bottom of the participants list and you options are available for you to select.


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