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Known Issue: Recording playback in mobile browsers does not include video

Date Published: Nov 08,2018


CategoryProduct:Known Issues & Error Messages; Version:Ultra Experience
Article No.: 000049652
Product:
Collaborate - Ultra Experience
Service Pack(s):
Ultra Experience
Issue Description:
Some users have reported that the video content is missing from Blackboard Collaborate Ultra recordings when viewed in a mobile browser. This article provides a temporary workaround that will enable users to view the video content while we work to resolve this problem.
Steps to Repeat:
Launch a Collaborate Ultra recording that contains video content in a browser on a mobile device.

Expected result: the recording plays back, including video content.
Actual result: the recording plays back, but the video content is missing.

Symptoms:

Known Issue Symptoms

Video content is missing from Collaborate Ultra recordings when viewed in a mobile browser.

Affected Platforms

Mobile browsers.


Resolution/Workaround:

Most mobile browsers include an option to view the desktop version of a website. With the exception of a few mobile browsers, doing so while viewing an Ultra recording will cause the recording to reload and properly display the video content. The steps to do so are as follows: 
  1. Launch a Collaborate Ultra recording on a mobile device.
  2. For browsers such as Chrome, Firefox, Dolphin, Samsung Internet, etc. proceed to step #3 below. For Safari, skip to step #4 below.
  3. Tap the browser menu button.
    • Select the option to use the desktop site. See screenshot below.
      • Note that the verbiage for requesting the desktop site varies by browser.
    • When the recording reloads, tap the play button. The video content should now be included during playback.
  4. For Safari users:
    • Long-press the browser's reload button located alongside the address bar.
    • Two options will appear on-screen: Request Desktop Site and Cancel. See screenshot below.
    • Tap the option to Request Desktop Site.
    • When the recording reloads, tap the play button. The video content should now be included during playback.

Example of the Desktop Site option in Google Chrome on Android:
Location of the "Desktop Site" option in the Google Chrome mobile browser menu.

Example of the Request Desktop Site option in Safari on iOS:
Location of the "Request Desktop Site" option in the Safari mobile browser menu.









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