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"Uh-oh! It looks like you are having trouble connecting." in Collaborate Ultra

Question asked by tk36923 on Mar 1, 2018
Latest reply on Mar 13, 2018 by tk36923

Hello Bb Community,

 

My name is Tim Kato and I work at the University of British Columbia's Learning Technology Hub.

 

We've been working with Support for 6 months to try and resolve consistent connection issues for users on University of British Columbia networks. We are experiencing "Uh-oh! It looks like you are having trouble connecting." in Collaborate Ultra under the following circumstances:

 

-After we blocked UDP ports on Collab IP range as instructed by support, users cannot connect from Safari, IE. Users in Firefox may not be able to use Audio. Users cannot connect from VPN (Cisco Anyconnect). Connecting from Chrome works consistently.

-Before we blocked UDP ports on Collab IP range as instructed by support, nobody could connect to sessions in Google Chrome. Firefox worked consistently at that point in time. Users could not connect from VPN (Cisco Anyconnect)

 

Are any other schools experiencing connection errors using Collaborate Ultra similar to UBC or are we the lone ones having a very difficult experience with the product?

 

Thanks,

Tim

 

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Timothy Kato

Team Lead, Learning Technology Hub

The University of British Columbia | Vancouver Campus | Musqueam Traditional Territory

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