What do I do if Collaborate Ultra freezes up in Chrome?

While other browsers may be supported, we recommend you should use Chrome in the first instance and then Firefox or Vivaldi.

Please test the following troubleshooting steps;
- Close other programs you do not need
- Make sure the browser is up to date
- Ensure that your web browser is allowing third-party cookies
- Clear your web browser cache.
- How to clear your web browser cache
- Restart your web browser
- Try an incognito window
- Test using another web browser.
- Reboot your computer.
- If you are experiencing difficulties and are on a wireless connection please make sure you are as close to your router as possible. If that does not help please try a wired ethernet connection.
- Test using another internet connection.
- How to update Chrome: https://support.google.com/chrome/answer/95414
- How to update Firefox: https://support.mozilla.org/en-US/kb/update-firefox-latest-release
If issue is not resolved, and user is not having any other network issues, submit a helpdesk ticket including following information:
- Disconnection type: Hard Disconnect
- Session name:
- Session date and time (including time zone):
- Session ID and Session Instance ID:
- Error Message (if applicable):
- Browser (Edge, Chrome, Firefox etc.):
- Operating System (Mac, Windows, etc):
- Name of impacted user(s):
- Is this user a Moderator, Presenter or Participant?:
- Is the user accessing Collaborate from home, campus or corporate network?:
- Name of ISP: