Technical Support

First of all, ensure that you have the necessary software installed to run Blackboard Collaborate by following the step-by-step instructions at: Getting Started

There are two common errors you may receive when attempting to connect to a Blackboard Collaborate session.

Please note Blackboard Collaborate was formerly known as Elluminate. While the tutorials refer to Elluminate the instructions are applicable to Blackboard Collaborate.

1. Java is unable to start Elluminate, see tutorials below:

• Java Error in Elluminate – Windows users (video)
• Java Error in Elluminate – Mac users (video)
• Java Error in Elluminate (pdf)

If this does not solve your Java issue, you should try uninstalling Java from your computer. You can then reinstall Java on your computer by following the steps at: Getting Started

2. Elluminate starts up but will not connect to the session, see tutorials below:

• Failed Connection in Elluminate – Windows users (video)
• Failed Connection in Elluminate – Mac users (video)
• Failed Connection in Elluminate (pdf)

If this does not solve your connection issue, you should try entering your proxy settings directly into Elluminate, see tutorials below:

• Entering proxy settings into Elluminate – Windows users (video)
• Entering proxy settings into Elluminate – Mac users (video)
• Entering proxy settings into Elluminate (pdf)

You can also submit a support ticket or access Live Chat support online, at the Blackboard Collaborate Support Portal 

If this does not resolve your issue, please contact Blackboard Collaborate technical support on: 1800 267 338.

Other support

For further enquiries, please contact: innovation@edumail.vic.gov.au