Collaborate - HTML 5 Web Socket Test for Network Troubleshooting

Collaborate - HTML 5 Web Socket Test for Network Troubleshooting

Date Published: Sep 22,2021 Category: Product:Web_Conferencing; Version:Web_Conferencing   Article No.: 000058647

Product: Blackboard Collaborate

Document Type: User Documentation

Document Summary: Collaborate requires an HTML5 Web Socket connection be allowed on browsers and networking appliances such as proxy servers.

Users trying to connect from networks that do not allow HTML5 Web Socket connections will be unable to launch a Collaborate session.

This article walks users through a general test to see if Web Socket connections are working on their network. This test is not however specific to the domain, meaning it is possible in rare cases to pass this test but still fail to connect with Collaborate because Web Sockets cannot connect to 
Information: To test the Web Socket connection please use the same setup that is failing to connect to Collaborate. For example if you are using a proxy server, please try this test from behind the proxy server.

In a browser, go to the following link:

A successful Web Socket test will show the following response:


Important Note: If you receive an error or do not get a response back, you must talk with your institution's networking department. The only way to resolve this issue is to allow Web Socket traffic to the domain on your proxy server or other networking appliance.

Alternatively, it is possible to tell if a Web socket connection cannot be established by looking at the browser javascript console logs when attempting to start a Collaborate session.

The error seen in the logs will be similar to:

WebSocket connection to 'wss://' failed: Error in connection establishment: net::ERR_CONNECTION_RESET