Troubleshooting+in+Adobe+Connect

flat = = =Problems relating to the microphone, sound and webcam= > **New microphone:** > When you plug in your microphone for the first time (especially for USB models), you will need to reboot your computer. **Make sure to have the microphone or headset plugged in the computer before you reboot.** Once the computer has restarted, re-enter the Adobe Connect virtual classroom and test the microphone with the Audio Setup Wizard. ||
 * ~ ===Problem=== ||~ ===Solution(s)=== ||
 * **Sound is cutting in and out** || * Use a wired internet connection, 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. ||
 * **Sound cuts out entirely** || * Close the Adobe Connect session and your browser. Then reopen both to join the session. ||
 * **There is loud feedback (echo)** || * 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. Wear headsets/headphones/earbuds, and turn off speakers. Your instructor or technical support agent might disable your microphone access if loud feedback continues to cause problems. ||
 * **Microphone isn’t working** || * 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, in the ‘Manage My Settings’ submenu. 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 instructor.
 * 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):
 * 1) Right-click on the little speaker icon found in the lower-right corner of the screen, near the clock.
 * 2) Select "Adjust Audio Properties".
 * 3) In the pop-up window, click on the "Audio" tab.
 * 4) Under "Sound Playback" and "Sound Recording", see what the options are in the drop-down box and try changing the defaults to see if it will fix the problem.
 * **No access to the microphone** || * If you cannot find the microphone button found at the top of the virtual classroom page or you do not have access to it, notify your instructor or technical agent to activate your microphone. ||
 * **No access to the webcam** || * As a participant, you cannot share a webcam. Only hosts and presenters have access to a webcam. However, if you are presenting and you wish to use one, an instructor or agent will need to promote you as a presenter in order to be able to share your webcam. ||
 * **My name appears twice in the participants' list** || * This means that you have two virtual classroom windows at the same time. Close any unused Adobe Connect windows.NOTE: Having multiple windows open will cause severe echoing. ||
 * **My webcam is activated, yet nobody sees my image** || * If you clicked on **Start My Webcam**, you are now in preview mode. Adjust the webcam angle and focus to your liking and click on **Share My Webcam**. ||

=Problems relating to access of the virtual classroom and connection interruptions=
 * ~ ===Problem=== ||~ ===Solution(s)=== ||
 * **Adobe Connect appears to freeze** || * Quit Adobe Connect and log back in to refresh the connection. ||
 * **Cannot login to Adobe Connect** || * ||
 * **Cannot get Adobe Connect to load correctly (‘white loading screen’)** || * You need to try another browser, or install the newest version of Flash from http://www.adobe.com/software/flash/about/.
 * A short-term fix is for you to load the Adobe Connect from within the browser. You can do this by appending ?launcher=false to the URL of the classroom (before you click it) ||
 * **Username and password not valid** || You do not need a username and password as a participant.
 * 1) Select **Enter as a guest**.
 * 2) Enter your first and last name.
 * 3) Click on **Enter the classroom** ||
 * **My company uses a proxy server to control internet access** || * Being behind a proxy server may affect your ability to access Adobe Connect. Try the following:
 * 1) Within Internet Explorer select **Tools** > **Internet Options** > **Advanced** tab.
 * 2) Enable the setting Use HTTP 1.1 through proxy connections and click **OK**.
 * 3) Close all browser windows and re-open before trying to connect to meeting again. ||
 * **I have logged in and nothing is happening** || * When you log in as a guest you need approval. An approval message will be presented to the host. If the request is declined, entrance to the meeting is not possible and a message stating that the request was declined is displayed. Contact the meeting presenter or organizer if you should have access. ||
 * **My computer/connection is slow** || * The computer can have difficulties with the processor especially when multiple tasks are being done at the same time. A good indication is when your computer heats up and the fans are running high. If you encounter these problems:
 * 1) Make sure that other internet windows are not open.
 * 2) Close all other programs on your computer (ex. Word, Excel, Messenger, etc.).
 * 3) Please refer to the **Minimum System Requirements** sheet. ||

=Problems relating to the usage of modules (share content box, chat box, etc.)=
 * ~ ===Problem=== ||~ ===Solution(s)=== ||
 * **Not able to download a file from the**
 * « Share a file module » ** || * This is normally due to blockers of contextual menus because these two applications open new windows.
 * Solution: Press the "Shift" key and keep it pressed down and try to "Save from my Computer" or "Open in Browser" from these applictions. ||
 * **For a presentation, if the options to share content are not activated.** || * If you are the presenter of the reunion, please address the host in order to promote you as a presenter. ||
 * **The participants are not able to see my actions.** || * Please consult the list of participants to ensure that your role is defined as a presenter. Verify that you not in the Preparation mode, for which the actions are not accessible to the presenters. Send a message to the host to obtain presenter status or try to connect yourself ||
 * **Unable to share my screen** || * You need to download Adobe Connect Add-in in order to have this feature. Click Install when prompted to download Adobe Connect Add-in.
 * You should also keep in mind that when you share an application, not just the entire screen, the shared application must remain constantly visible on the screen. So if you open an application that is not shared which covers the shared application displayed, participants in the meeting will not see the parts of the shared application covered by the application. Instead, they will see a blue error icon. ||
 * **Participants do not see my message written in the chat box** || * It is likely that the Adobe Connect window is frozen on your computer. Close the window of the virtual room and redo your Adobe Connect login to refresh your connection. ||

=Technical specifications requirements= Please visit the following link for details : http://www.adobe.com/products/adobeconnect/tech-specs.html

=No potential solution has resolved your technical issue?= Remember that the most important is being able to hear the teacher or trainer. If you can not speak with your microphone, you can still communicate through the chat box.

Ultimately, we suggest to restart your computer, reconnecting to the Adobe Connect room and finally, to send a message to the technical support agent indicating your technical difficulty. We will do our best to assist you.