---
title: "Collaborate problem shooting"
slug: "collaborate-problem-shooting"
updated: 2026-02-12T10:29:30Z
published: 2026-02-12T10:29:30Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://clickup-help.up.ac.za/llms.txt
> Use this file to discover all available pages before exploring further.

# Collaborate problem shooting

:::(Warning) (When troubleshooting)
These are common problems users experience. Click on the link to review the possible solution:

* [Students cannot find the correct Class Collaborate session](/v1/docs/collaborate-problem-shooting#students-cannot-find-the-correct-class-collaborate-session)
* [Participants in the session can hear you, but you cannot hear them](/v1/docs/collaborate-problem-shooting#participants-in-the-session-can-hear-you-but-you-cannot-hear-them)
* [Chat not on in larger than 250 session / no option to create a chat](/v1/docs/collaborate-problem-shooting#chat-not-on-in-larger-than-250-session-no-option-to-create-a-chat)
* [Background noise from student microphones that are switched on](/v1/docs/collaborate-problem-shooting#background-noise-from-student-microphones-that-are-switched-on)
* [You run out of time and cannot present all the content](/v1/docs/collaborate-problem-shooting#you-run-out-of-time-and-cannot-present-all-the-content)
* [Students indicate they were marked absent, but they say they were in the session](/v1/docs/collaborate-problem-shooting#students-indicate-they-were-marked-absent-but-they-say-they-were-in-the-session)
* [You became overwhelmed by all the questions in the chat](/v1/docs/collaborate-problem-shooting#you-became-overwhelmed-by-all-the-questions-in-the-chat)
* [ I experienced connectivity issues during a Class Collaborate session](/v1/docs/collaborate-problem-shooting#i-experienced-connectivity-issues-during-a-class-collaborate-session)
* [I experienced issues while sharing a PowerPoint presentation](/v1/docs/collaborate-problem-shooting#i-experienced-issues-while-sharing-a-powerpoint-presentation)
* [Student are not participating in polls](/v1/docs/collaborate-problem-shooting#student-are-not-participating-in-polls)
* [Can I see how many students watched a recording?](/v1/docs/collaborate-problem-shooting#can-i-see-how-many-students-watched-a-recording)
* [No attendance for the session is available in the ClickUP module](/v1/docs/collaborate-problem-shooting#no-attendance-for-the-session-is-available-in-the-clickup-module)
* [Students need to talk or present during a session, but their role is participants / I created the session with microphones off, but I now need to allow a student to use the microphone](/v1/docs/collaborate-problem-shooting#students-need-to-talk-or-present-during-a-session-but-their-role-is-participants-i-created-the-session-with-microphones-off-but-i-now-need-to-allow-a-student-to-use-the-microphone)
* [I become nervous and forget what to do next when I am presenting in Class Collaborate](/v1/docs/collaborate-problem-shooting#i-become-nervous-and-forget-what-to-do-next-when-i-am-presenting-in-class-collaborate)

:::

## Students cannot find the correct Class Collaborate session

* Do not assume that student know how to enter Class Collaborate. Summarize steps to get into Class Collaborate and refer them to the student help site.
* Course room might be open and the students entered that, rather than the scheduled session- Remedy this by closing the course room.
* Set allow early entry to be longer and place a Welcome slide in the session indicating when you will start and when there will be sound.

## Participants in the session can hear you, but you cannot hear them
Exit the Class Collaborate session and re-enter the current session. 
In extreme cases the session may have to be recreated and all must rejoin the new session.

## Chat not on in larger than 250 session/ no option to create a chat
Switch on chat in Settings once you have entered the session.
:::(Error) (your title goes here)
Add steps
:::

## Background noise from student microphones that are switched on
* Do not allow students to put on their microphones when you create the session.
* Switch off individual microphone (but the student might switch on again).
* You can change the session settings during the session – switch off all microphones.

## You run out of time and cannot present all the content
Use narrated PowerPoints to transfer all content.

## Students indicate they were marked absent, but they say they were in the session.
* Students may have been in the session, but not long enough to meet the set criteria.
* Explain the requirement of how long a student had to be in the session, to be marked present.
* Relook the criteria, if too many students are marked absent that were in the session.

## You became overwhelmed by all the questions in the chat
* Hide the chat while presenting: only look at chat when you pause.
* Have an assistant attending to the chat by either typing an answer or giving a verbal summary feedback if there are many of the same questions.
* Use polls to ask questions to test student’s understanding of the work.
* Record the session and look at the chat after the session. Reply by email or at the start of the next session.

## I experienced connectivity issues during a Class Collaborate session
* Verify your signal strength is at least three bars on the participant list
* If you are presenting from campus, use the LAN connection – not Wi-Fi
* Switch of all updates during the time you are presenting
* Do not have any background processing while you are presenting

## I experienced issues while sharing a PowerPoint presentation
PDF your PowerPoint and upload the document – then use this as backup when you are experiencing connectivity issues.
:::(Warning) (Keep in mind)

* When you use a PDF version of the PPT you loose the animations.
* Check what the PDF looks like after you saved it to ensure that text does not overlap.

:::

## Student are not participating in polls
* Give them more time, but also say something like: “I can see X number of you have answered the poll.” Or “we are still waiting for X to answer”.
* Remember the support staff and presenter are also counted in here – do not wait for yourself to answer.
* You can see who has answered in the Participant list and what they have answered.
* Students do not see the results of the poll until you make it available.

## Can I see how many students watched a recording?
No, at this time you cannot track who viewed the MP4 recording.

## No attendance for the session is available in the ClickUP module
* Attendance was not activated in the Ultra module.
* Link was provided to students for the session, i.e. they did not enter through the clickUP module
:::(Info) (How to solve the problem)
You cannot add attendance after the class was presented!
Remember when you create a new session to add attendance immediately on the settings.
[Read more ...](/v1/docs/class-collaborate){target=`_blank`}
:::

##  Students need to talk or present during a session, but their role is participants / I created the session with microphones off, but I now need to allow a student to use the microphone
1. If a student needs to speak during a session, ask them to raise their hand.
2. Open the right-hand options by clicking on the purple arrows in the right-hand bottom corner (if they are not open yet).
3. Click on the Attendees tab and scroll to find the student.
    ![collaborate_right_menu_attendees](https://cdn.document360.io/8ea693b1-555d-4973-acf4-f29e9965c563/Images/Documentation/collaborate_right_menu_attendees.PNG){height="" width=""}

4. Click on the three dots next to the student’s name.
     ![collaborate_participant_presenter](https://cdn.document360.io/8ea693b1-555d-4973-acf4-f29e9965c563/Images/Documentation/collaborate_participant_presenter.PNG){height="" width=""}

5. Select Make a presenter. Remember to make the student a Participant again after presentation.

## I become nervous and forget what to do next when I am presenting in Class Collaborate
1. Start with “[Preparation and planning for an effective collaboration session](/v1/docs/class-collaborate#preparation-and-planning-for-an-effective-collaboration-session){target=`_blank`}”.
2. Download the startup slide show that you can use to orientate your students before the lecture starts.
3. Print out the “[Check Sheet to use during the presentation of a collaborate session](https://cdn.document360.io/8ea693b1-555d-4973-acf4-f29e9965c563/Images/Documentation/collaborate_check_sheet_during%20_presentation.pdf){target=`_blank`}” and keep it next to you.
4. Practice using Class Collaborate.
5. Attend a [training session](/v1/docs/training-1){target=`_blank`}.