Troubleshoot Audio/Video on MS Teams / Zoom / Collaborate / Micollab

 Overview

Users may face various audio/video or screen-sharing issues while using videoconferencing applications such as MS Teams / Zoom / BB Collaborate / MiCollab(softphone). If you are experiencing any such issues, then follow the steps below to troubleshoot. 

Note:  The user interface may vary depending on your device & operating system and the procedure may not align exactly to this article.

• MS-Teams
• Zoom
• Blackboard Collaborate
• MiCollab (Softphone)

Pre-Requisites

• Check for audio/video settings on your device to confirm it's working.
• Check your device privacy settings to confirm if these applications have been given access permissions.
• If you are using an external headphone/camera/microphone make sure the cables are connected properly and drivers are updated.
• Check for any system updates on your device.

Troubleshooting Steps

MS-Teams

1. Open settings from the top-right corner. 
2. Go to Devices and check if the correct speaker/microphone/camera device is selected.
   • You can also try making a test call. 
3. Check for any application updates. 

Zoom

1. Click on your initials in the top-right corner and open settings.
2. Click on Audio/Video/Share Screen options and select the correct option from the drop-down menu.
   • Test your speakers or microphone for input and output.

Blackboard Collaborate

Note: Settings might vary according to browser/OS versions

1. After logging into Collaborate on the browser, click on the lock symbol on the website address (URL). 
2. Confirm camera/microphone/audio permissions are set to allow/turned on.
3. Make sure the audio/video buttons are not turned off. 

MiCollab (Softphone)

1. Open settings>softphone settings.
2. Select the options you want to set for input/output.

If your audio/video issues are still not resolved, try re-installing/updating the application and restarting your computer.

If none of the above works, contact the IT Service Desk.