Why can't I connect to Collaborate Ultra meeting? (iOS / Mac users)

If Collaborate Ultra worked previously but has now stopped playing audio and video, it may be due to your device updating.

iOS / Mac users will need to reset their Security & Privacy settings to allow Audio and Video permissions after the system update.

Please remember that some browsers (Safari, Chrome etc.) need access to your microphone to play audio, even if you don't plan to speak. To hear others in the session, give the browser permission to access the microphone and camera.

If the Collaborate Ultra set up does not prompt you to test your audio and video (see image example below) please try the following depending on your iOS device:

iOS / MAC Camera settings for Collaborate Ultra Meetings example


MAC user: To change these preferences on your Mac, choose Apple menu > System Preferences, click Security & Privacy, then click General.

iPad user: Review or change access to the camera, microphone, and other hardware features:

  1. Go to Settings > Privacy
  2. Tap a hardware feature, such as Camera, Bluetooth, Local Network, or Microphone. The list shows the apps that requested access. You can turn access on or off for any app on the list.

Note: An orange indicator appears at the top of the screen whenever an app uses the microphone (without the camera). Whenever an app uses the camera (including when the camera and microphone are used together), a green indicator appears. Also, a message appears at the top of Control Center to inform you when an app has recently used either.


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