Helpdesk

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: