Webex and Collaborate Ultra Quick Tips

Webex

Quick tips to avoid or quickly recognize common problems:

• If possible, use the Cisco Webex Desktop App for your computer or device
• If using a web browser, make sure it is the latest version (Chrome and Firefox are strongly recommended)
• Connect via Ethernet or ensure you are as close to your WiFi router and that your Wifi connection is strong AND stable

Have a Backup Plan:

• Create a ready-to-use backup session OR your personal Webex meeting room (if recordings are critical to remote students, create the session via Webex in Pilot so the recordings are listed there!)
• Communicate to your students where the backup session is located and how you will communicate the need to switch to the backup meeting BEFOREHAND, so they know where to go.

What to do when issues come up:

• An issue that impacts only a single user or very few users
  1. Turn off the webcam if it is on
  2. Have the user check their connectivity and connect via ethernet if possible
  3. Stop application/screen sharing (if running) if the person having the issue is presenting
  4. Quit the Webex App or Web browser being used and try to reconnect (if the above steps do not resolve the problem)
  5. Contact the CaTS Help Desk
      
• An issue that affects all users or the entire session:
  1. Have everyone turn off their webcams (if on)
  2. Mute all microphones (if on)
  3. Have everyone leave the session, quit the app or web browser they are using and rejoin the session
  4. If the above steps do not resolve the issue, go to your Backup Plan session.

Collaborate Ultra

Quick tips to avoid or quickly recognize common problems:

• Completely close your browser and open a fresh window before beginning a session
• Only have browser tabs/windows open that you will be using during your session.
• Make sure ALL PARTICIPANTS are using the latest version of their web browser (Chrome and Firefox are strongly recommended, especially for presenters and moderators)
• Connect via Ethernet or ensure you are as close to your WiFi router and that your Wifi connection is strong AND stable
• Know how to access your own experience indicator (either in the participants list or the MyStatus and Settings at the bottom of the page.)
• Instructors: Keep the Participants list open if practical so that you can see EVERYONE’s experience indicators to readily see if a participant is having an issue (their experience indicator will show 2 bars or less and will turn yellow or red.)

Backup Plan:

• Create a ready-to-use backup session OR use your Collaborate Ultra Course Room so you have a “go-to” solution if a session is disrupted and participants are unable to rejoin
• Communicate to your students where the backup session is located and how you will notify them to use the backup session BEFOREHAND, so they know where to go if an issue arises that disrupts the entire session.

What to do when issues come up:

• An issue that impacts only a single user or very few users
  1. Turn off the webcam(s) if it is on
  2. Make sure they are using the latest version of their web browser (preferably Chrome or Firefox)
  3. Have the user experiencing the issue stop application/screen sharing IF that person is presenting
  4. Refresh the browser page containing the open Collaborate Ultra session
  5. Quit the browser and try to reconnect (if the above steps do not resolve the problem)
  6. Contact the CaTS Help Desk
      
• An issue that affects all users or the entire session:
  1. Have everyone turn off their webcams (if on) and ONLY have the presenter use theirs
  2. Mute all microphones (if on)
  3. Have everyone leave the session, quit their web browser, and rejoin the session
  4. If the above steps do not resolve the issue, go to your Backup Plan session.