Common Audio and Video Glitches

[spibullock]

Our participants and moderators have been experiencing an unreasonably high number of audio and video glitches where either or both go out. This mostly happens around breakout group transitions and screen sharing on or off. This is happening across multiple meetings, multiple time zones globally, for the last few months. It usually takes refreshing the browser 2-3 times each instance to resolve, for each person. On average, for a class of 30, it is happening to 10-15 individuals consistently.

[spibullock]

4/7/22 Update: We are still having more glitches than expected with Collaborate. These are primarily video & audio drops, or students not able to stay connected well. The usual suggestions of switching browsers or refreshing are not working as well anymore. We had two tech supports in a single session the other day, and realized one student was showing in the participants list for one tech, but not the other. Is there anything we can do to improve the stability and reliability of this platform? The percentage of our trainer staff using Zoom has increased from ~15% to 50% over the last 9 months. Collab would be easier to manage for us, but I understand the frustrations our clients are having.