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.