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Blackboard Collaborate Original Error: Cannot connect to speaker, but will keep trying

Date Published: Oct 21,2019


CategoryProduct:Known Issues & Error Messages; Version:Web Conferencing
Article No.: 000051242
Product:
Collaborate - Web Conferencing
Document Type:
User Documentation

Document Summary:

Error Summary

Some users have reported that after a recent update to Windows 10 they receive a "cannot connect to speaker, but will keep trying" error. As a result, these users can no longer hear audio in their Blackboard Collaborate Original sessions and recordings.
 

Affected Platforms

Some Windows 10 systems on OS build 18362.356

Document Details:

Description

Microsoft released update KB4515384 for Windows 10 on September 10, 2019 that included an audio compatibility change which we believe has lead to these errors in Blackboard Collaborate Original sessions and recordings. More information about the update can be found at the link below:

https://support.microsoft.com/en-us/help/4515384/windows-10-update-kb4515384
 

Solution / Workaround

Microsoft has now released update KB4517211 on September 26, 2019 which is stated to have resolved the issue. More information about this update can be found at the link below:

https://support.microsoft.com/en-us/help/4517211/windows-10-update-kb4517211

Anyone experiencing the "cannot connect to speaker, but will keep trying" error since updating their system earlier in September should install KB4517211 via Windows Update to see if this resolves the issue in Collaborate on their system. If you do not see the option to install KB4517211 via Windows Update, you could also try it using Microsoft Update Catalog. See link below:

http://www.catalog.update.microsoft.com/Search.aspx?q=KB4517211

If this update does not resolve the audio issue on your system, we have a number of options below to work around the error that have proven to be successful.

Option #1 - Install the Admin version of the Blackboard Collaborate Launcher application
  • Close any Collaborate session or recording windows.
  • Open the Windows Control Panel and go into Programs and Features.
  • Locate and uninstall the Blackboard Collaborate Launcher.
  • Download the .MSI file at the following URL:
  • Launch the downloaded file named BlackboardCollaborateLauncher-Win-Admin1_6_5.msi.
  • Follow the on-screen prompts to complete the installation then launch a Collaborate session or recording to test the audio.

Option #2 - Use Java to launch Collaborate rather than our launcher application
  • Close any Collaborate session or recording windows.
  • Open the Windows Control Panel and go into Programs and Features.
  • Check the list of programs to ensure that Java is already installed on the system. If it isn't installed, please download and install Java from www.java.com before proceeding.
  • Download a new Collaborate meeting or recording file but don't launch the file yet.
  • Locate the meeting or recording .COLLAB file in your Downloads folder.
  • Right-click on the file and choose Open with then click Choose another app.
  • If you see Java (TM) Web Start Launcher in this list (you may need to click More apps to expand the list), select it and check the box that says Always use this app to open .collab files then click the OK button.
  • If Java (TM) Web Start Launcher is not in the list, check the box that says Always use this app to open .collab files then click Look for another app on this PC.
  • Navigate to the following location:
    • c:\program files\java\jreXXX\bin
    • XXX represents a number that will vary based on the version of Java installed on the computer, for example: jre1.8.0_221.
  • Select the file named javaws.exe and click Open.
  • Going forward, all .COLLAB files will open using Java rather than the Blackboard Collaborate Launcher application.
  • Launch a Collaborate session or recording to test the audio.

Option #3 - Create a new Windows Admin user account
 


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