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Ultra Experience: End-User Getting Support Logs

Date Published: Jan 10,2019


CategoryProduct:Known Issues & Error Messages,First Time Users,Help & FAQs; Version:Ultra Experience
Article No.: 000041214
Product:
Collaborate - Ultra Experience
Document Type:
User Documentation

Document Summary:

End-User Getting Support Logs

For issues that occur when the user is in the session such as poor audio or poor video, we have now made the logs accessible through a Collaborate Ultra session. The user needs to gather the logs from the same session the issue is occurring in.

For issues where the end user cannot connect to the session and issues with uploading files, support may need to request the browser console logs while the issue is occurring for further analysis. 

The following are instructions for gathering the Collaborate Ultra logs and the browser console logs. 


Document Details:

Gathering In-Session Ultra Logs

  • Have the user click on "Open Session menu" by clicking on the button in the upper left hand corner of their screen  

    Open Session menu button

 
  • Click on "Report an Issue"

    Report an Issue button
     
  • In "Report an Issue", users have options to enter what their issue is. Please note this information WILL NOT create a support case in Behind the Blackboard, nobody from support will reach out to them if they only use this form.
  • Users should enter what the issue is. They can however copy and paste out the entire report (Select All, Copy and Paste), and this report can be attached to your Behind the Blackboard support case. It is important to click Submit once the report is copied and pasted out.

    User-added image

  • Once the user clicks Submit, they will be presented with the option to "Create a case on Behind the Blackboard". Doing so will open a new browser tab with a form to create a support case, including a pre-populated Subject field that contains some session details. Please be sure not to remove this information when submitting the support case.

    Report a Problem - Create a Case screenshot
     

Gathering the Browser Console logs
Needed for users that cannot connect to Collaborate Ultra at all.

Chrome Javascript logs:

  1. In Chrome, with no other windows or tabs open Developer Tools:
    • In the Menu click "More Tools"
    • Click on "Developer Tools"
    • Then click on "Console" tab (The Console will open below)
  2. Access a Collaborate Ultra session and replicate the issue.
  3. Gather logs and submit to Collaborate Support:
    • Click anywhere in the middle of the Console text and Select All (on your keyboard press the Control + A key once and release)
    • Copy the contents (on your keyboard press the Control + C key once and release)
    • Paste the contents into Word or any other text editing program of your preference
    • Attach the Document or Text file to your Behind the Blackboard support case

Firefox instructions:

  1. Open the browser to show a new blank tab
  2. Click Tools
  3. Click on Web Developer
  4. Click on Web Console
  5. Open Collaborate Ultra and replicate the issue
  6. Click the Console tab so it is highlighted
  7. Click anywhere in the middle of the Console text and Select All (on your keyboard press the Control + A key once and release)
  8. Copy the contents (on your keyboard press the Control + C key once and release)
  9. Paste (Control + V key) the contents into Word or any other text editing program of your preference
  10. Attach the Document or Text file to your Behind the Blackboard support case

Edge Windows Instructions:

  1. Open the browser so there is a new blank tab
  2. Use the F12 Developer Tools option under the Tools menu
  3. Click on the Console tab
  4. Open Collaborate Ultra and replicate the issue
  5. Click anywhere in the middle of the Console text and Select All (on your keyboard press the Control + A key once and release)
  6. Copy the contents (on your keyboard press the Control + C key once and release)
  7. Paste (Control + V key) the contents into Word or any other text editing program of your preference
  8. Attach the Document or Text file to your Behind the Blackboard support case

Safari Instructions:

  1. Open the browser and go to the LMS or Collaborate session, but do not sign into the Collaborate session yet
  2. If there is no Develop menu shown - In the tool bar click on Safari > Preferences, and click on the Advanced Tab. At the bottom of the pane, check the box next to “Show Develop Menu in menu bar” 
  3. Go to Develop
  4. Click on the Show Web Inspector menu item
  5. Click on the Console tab
  6. Replicate the issue
  7. Click anywhere in the middle of the Console text and Select All (on your keyboard press the Command + A key once and release)
  8. Copy the contents (on your keyboard press the Command + C key once and release)
  9. Paste (Command + V key) the contents into Word or any other text editing program of your preference
  10. Attach the Document or Text file to your Behind the Blackboard support case


The information contained in the Knowledge Base was written and/or verified by Blackboard Support. It is approved for client use. Nothing in the Knowledge Base shall be deemed to modify your license in any way to any Blackboard product. If you have comments, questions, or concerns, please send an email to kb@blackboard.com. © 2019 Blackboard Inc. All rights reserved