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Center for Instructional Innovation Center for Instructional Innovation www.brandman.edu/cii Adobe Connect Solutions to Common Problems These tips are provided to help solve the most common types of problems encountered in Adobe Connect. If you have any suggestions for other tips, please send them to [email protected]. Adobe Connect room appears to freeze Solution: Quit Adobe Connect and log back in to refresh the connection. Sound cuts out entirely Cause: Adobe failed to establish a strong VOIP connection or the connection has been disrupted. NOTE: If you have the phone line turned on and no one has called in, the software is set to cut out audio after 15 minutes to avoid unnecessary phone charges to the university. To avoid this issue, only turn on the phone line if you have someone calling in. Solution: First, try turning off the audio completely. Wait 10 seconds and then turn it back on to reestablish the connection. If no one is calling in, uncheck the box next to the phone line. Second, if turning off the audio does not help, close the Adobe Connect session and your browser. Then reopen both to join the session. Audio is cutting in and out Cause: This is a connection speed issue. Solution: Use a wired internet connection, (plug directly into your router instead of using wireless) or try to work as close to the wireless router as you can. Make sure you have set your connection speed in Adobe Connect to the type of connection you’re using. You can also turn on the phone line to call into the meeting. There is loud feedback Cause: Someone whose microphone is on is listening to the session on their speakers, and the sound from the speakers is picked up by their microphone, causing feedback Solution: Download the latest Adobe Connect add-in. This should help Adobe detect your internal microphone and cancel out background noise. If this does not solve the problem, wear headsets/headphones/earbuds, and turn off speakers. If you do not have earbuds, simply mute your mic and use the chat box to communicate. If you are a host of a meeting you will notice vibrations coming from the user’s mic icon. Simply hold your mouse over their name and then select the mute participant option from the box to the left. Visit the BrandmanCII YouTube Channel and click Subscribe! 1 Center for Instructional Innovation www.brandman.edu/cii Unable to login to Adobe Connect Solution: Use your full Brandman email address as your username. Forget your password? Email the [email protected] to reset. If you do not have an account, you will need to attend one of our Introduction to Adobe Connect: Acquiring your Adobe Connect Account trainings first. View our schedule. Your microphone isn’t working Solution: Download the latest Adobe Connect add-in. This should help Adobe detect your internal microphone. Be sure your microphone is plugged in before you log in to Adobe Connect. Otherwise, quit Adobe Connect, plug in your microphone, and log in again. Be sure you click “Allow” when you get a popup asking for permission for Adobe Connect to access your microphone. When you're in an Adobe Connect session, do the Audio Setup Wizard, under the ‘Meeting’ menu. The most important part is Step 2, where you pick a microphone from a list. Make sure you select the right microphone. If your microphone is not listed, you need to restart your computer with the microphone connected. If after a restart it is still not listed, you might need to install drivers for your microphone. You can access the Audio Setup Wizard at any time in an open classroom that will be provided by your host. Make sure that your microphone and audio headset works with your computer when you are not logged in to Adobe Connect. If it does not, and you can't hear the audio and/or can't be heard when you speak into the microphone, try this (for Windows 7): Right-click on the little speaker icon that's in the lower-right corner of the screen, near the clock. Select "Recording Devices". In the window that pops up, see what the options are in the list and see if changing the defaults will fix the problem. You can’t get Adobe Connect to load correctly (‘white loading screen’) Solution: You need to try another browser. We recommend Mozilla Firefox. Install the newest version of Adobe Flash Player. If it still doesn’t work, clear your cache. You can’t get the ‘File Download’ or ‘Web Link’ pods to work Cause: This is usually because of popup blockers, as both of these pods open up new windows Solution: Hold down ‘Shift’ and try to ‘Save to My Computer’ or “Open in Browser” from these pods or disable your popup blocker during your meeting. Visit the BrandmanCII YouTube Channel and click Subscribe! 2 Center for Instructional Innovation www.brandman.edu/cii Where to Get More Help Primary Support Link – this one is best for figuring things out quickly. However, the call and chat options are directly below if you prefer that option. Call – For 24/7 in-meeting support call 800-422-3623. For Technical Support call 800-945-9120. Chat - with an Agent (at certain hours of the day) and open a ticket here. Service Outage/System Status – Use this to quickly determine if there are system issues or a service outage for Adobe Connect. FOR issues relating to the Phone Bridge, try contacting Intercall first. They are the provider of the conference call lines associated with your Adobe Connect account. They have live chat, and phone and or web help. Issue handling advice: Most issues are best handled by either calling or chatting with an Adobe Connect expert. For any unusual issues, please try Support first, they can handle most issues on the phone. If you utilize the live support listed here and you end up with a case number, please note it and send it to [email protected] so that we can follow up. Visit the BrandmanCII YouTube Channel and click Subscribe! 3 .
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