Behind the Blackboard! Known Issue/Investigation in Progress: Intermittent issues with audio and video in some breakout groups - Behind the Blackboard Skip Navigation
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Known Issue/Investigation in Progress: Intermittent issues with audio and video in some breakout groups

Date Published: Feb 26,2021


CategoryProduct:Ultra Experience; Version:Ultra Experience
Article No.: 000075201
Product:
Collaborate - Ultra Experience
Service Pack(s):
Ultra Experience
Steps to Repeat:
Updated February 26, 2021:

This issue has been resolved for many clients but a few have reported that they continue to experience issues. We are actively investigating to find a resolution for those clients still experiencing issues. This article will be updated when the issue is fixed for all clients.

For anyone still experiencing issues, please try the workaround below. You may click in the top right corner on "Follow" to be informed of updates to this article.

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This issue does not affect all breakout groups and does not occur for all sessions. In a session with more than 2 breakout groups, in some cases, members of some of the breakout groups are unable to hear each other's audio or see each other's video. Other breakout groups within the session will be unaffected by this issue.

Symptoms:

Members of the affected breakout groups may not be able to hear each other's audio or see each other's video.


Resolution/Workaround:

A workaround for this issue is to move all members of the affected breakout group into another breakout group. The other breakout group may be an existing group that is unaffected by the issue, or a new breakout group can be created.

Information:

When opening a case in Behind the Blackboard to report this issue, please include the following information if possible:
  1. Session name
  2. Session time and date
  3. Session ID and instance codes (found in Session Attendance report or Institution Attendance report)
  4. The name of the breakout group where the issue occurred
  5. Usernames of participants in the affected breakout group








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