Behind the Blackboard! Known Issue: Some of the older ChromeBooks, Android, and iOS devices are experiencing audio breaking up and disconnections due to hardware limitations - Behind the Blackboard Skip Navigation
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Known Issue: Some of the older ChromeBooks, Android, and iOS devices are experiencing audio breaking up and disconnections due to hardware limitations

Date Published: Dec 09,2020


CategoryProduct:Web Conferencing; Version:Web Conferencing
Article No.: 000075093

Product:  
Blackboard Collaborate


Information:

Known Issue Summary

Some users on older or underpowered ChromeBooks, Android and iOS devices (iPads and iPhones) despite having a good internet connection may still experience audio breaking up, see the user interface freeze and then rejoin the session periodically, or disconnect from the Collaborate session entirely due to hardware configuration and CPU capabilities. This article provides several best practices to help keep the audio from breaking up and minimize rejoining and disconnections.

 

Affected Platforms

While we do not have a complete list, the issue seems to be related to older or underpowered ChromeBook, Android, and iOS devices. However, older or underpowered Windows machines may also be effected.

Examples: the Apple iPhone 6, Android device older than 2019, or a ChromeBook with an Intel Celeron N4020 processor.

 

Workarounds and Best Practices

Blackboard understands that in many cases these devices have been issued by schools and/or it is not possible to use another device. 

Since the audio breaking up and disconnections are generally a result of high CPU usage on the device or computer we recommend the following measures be taken if at all possible:
  • Be sure any unused applications on your computer or device (including smartphones) are closed before starting your Collaborate session
  • When in the Collaborate session, try not to open the Collaborate Panel located on the right side of your session. If you must open the Collaborate Panel to utilize the Chat feature , do NOT open the Participant tab.
  • Do not turn on your web camera unless it is necessary. 
  • Instructors with participants utilizing older/underpowered devices should upload Powerpoint slides to Collaborate and try to avoid using Application Sharing unless it is necessary.
While the most immediate advice is to follow the practices listed above, we're also working on potential optimizations of Collaborate's use of CPU so that low performance devices can have a better experience. 

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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. © 2021 Blackboard Inc. All rights reserved