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


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.



  • 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


  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. Settings window in Microsoft Teams with Devices window opened
  3. Check for any application updates. Check for updates option from the drop-down menu



  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.

Setting window in Microsoft Teams with Audio tab opened


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

Collaborate window in the Firefox browser

Collaborate window in the Google Chrome browser


MiCollab (Softphone)

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

Micollab client configuration window

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.
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Article ID: 3807
Fri 6/17/22 11:58 AM
Fri 6/14/24 9:40 AM