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Resolved Issue: Collaborate Anonymous dial-in calls are repeatedly disconnected

Date Published: Jun 01,2021


CategoryProduct:Ultra Experience; Version:Ultra Experience
Article No.: 000075577
Product:
Blackboard Collaborate
Service Pack(s):
Ultra Experience
Description:
When dialing into a Collaborate session using the Anonymous dial-in option the phone will disconnect and reconnect repeatedly throughout the session.
Steps to Repeat:
  1. Use your phone to dial into an open meeting using the Anonymous dial-in number and pin. Note: this is not the number and pin you will find from within the meeting. This number will be found in the scheduler or would have been provided by the meeting host.
  2. Allow some minutes of time to pass before losing audio.
  3. Audio loss may be accompanied by a message stating that your call has been disconnected or is being reconnected.  
  4. Once reconnected, some minutes later the disconnect/reconnect cycle is repeated.

Symptoms:

Known Issue Symptoms

When an attendee dials into a Collaborate session using the Anonymous dial-in number, the caller will hear an audible message indicating that call has been disconnected and then reconnected. This disconnect/reconnect cycle is frequent enough to create a disturbance to the meeting and a loss of the ability of the caller to follow the meeting at times.

 

Affected Platforms

We have been able to replicate this issue from all Collaborate Ultra environments only when using Anonymous dial-in.


Resolution/Workaround:

Workarounds

In-session audio (VoIP audio) remains fully functional. If you have the ability to connect to the session using your computer audio or by using a mobile device you will not experience this disconnection and loss of audio. Turn your audio and video on.

Additionally, in-session teleconference audio (using the phone number and pin available from within the session) remains fully functional. If you have the ability to join the session from a computer or mobile device and still wish to use the phone for audio, please use the in-session number. Use your phone for audio while in the session.
 

Resolution

A hotfix was released to all regions on Friday, May 28, 2021. This issue is resolved.










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