Collaborate - Troubleshooting Audio/Video quality issues

Issues may include:

  • No audio or video
  • Poor audio or video
  • Garbled audio
  • Distorted or pixelated video

The following troubleshooting steps may help resolve issues:


  1. Use a headset whenever possible. Avoid using the computer's  built in audio components.  This helps prevent environmental noises from being picked up by the on-board microphone.
  2. Check to see that the correct speakers are selected for your OS.
    • Mac go to Apple > System Preferences  > Sound.
    • Windows go to Control Panel > Hardware  and Sound > Sound or search for Sound and select Sound from the Control Panel in the search menu.
  3. Make sure the proper audio device is selected for use by Collaborate  Ultra.
    • Click on My Settings (your avatar) > Audio and Video Settings > Setup Your Camera and Microphone.
  4. Do you sound bad or far away? Check that the microphone  is located appropriately.
    • Placing the microphone  directly under your nose will result in breathing being heard by session participants.
    • Placing the microphone  too far away from your mouth will result in low audio and the possibility of environmental noise being captured.
  5. Check that the microphone  is not muted either by a button or on the computer, check to see if the microphone  is picked up by your computer at all.
    • Mac go to Apple > System Preferences  > Sound > Input
    • Windows go to Select Start , then select Settings  > System > Sound > Input > Test your microphone
    • Further Windows audio help, click here
  6. Video error - "uh oh, can't access camera" - Not all cameras are supported by Collaborate  Ultra, for example a camera that only has a 4k or HD resolution.  For more information about supported resolutions, click here
  1. Make sure that you are using a supported web browser.  Click here to see a list of supported browsers.
  2. Make sure your web browser is up to date. Current browsers have been tested against Collaborate Ultra and can include fixes for known issues.  Click here for instructions on how to check your web browser version. 
  3. Disable AdBlockers and extensions, refresh your Collaborate Ultra session. If necessary try the browser in Incognito or Private. Click here for instructions.    
  4. Try a different supported web browser.
  5. Try clearing web browser cache and restarting the session.   Click here for instructions on clearing browser cache.
  6. Close out of your web browser and reopen it.
  7. Some Anti-Virus applications  block webcam and microphone  from being accessible in the browser, please make sure your Anti-Virus is not blocking your webcam or microphone.
  8. Reboot your computer.
  9. Check for sustained high CPU usage which is an indicator that your computer is working too hard.  High CPU usage for our intents and purposes is defined as sustained CPU usage of 90% - 100%, meaning the CPU Usage doesn't often fall below that level or frequently returns to that level. High CPU usage is most commonly seen when using an older computer or when too many programs are running.
    • On Windows open the Task Manager (ctrl+alt+delete > Task Manager).   Total CPU usage is shown at the bottom of the Task Manager screen.
    • On a Mac, open the Activity Monitor (Go>Utilities>Activity Monitor).  Total CPU usage is shown at bottom of the Activity Monitor screen.
    • Click here for instructions on how to fix high CPU usage.
    • Shut down any unnecessary  programs that are running on the computer before starting your Collaborate  Ultra session. As a general rule, if you don't plan on sharing an application,  close it!


If these steps have been taken and there are still issues, it might be time to evaluate your network connection.   See the Home network troubleshooting tips KB Article for suggestions.

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Article ID: 881
Tue 10/19/21 9:35 AM
Tue 6/7/22 12:45 PM