PGi EMEA adaptor deprecated

PGi wants to move all its PGi-EMEA accounts to PGi-NA and therefore PGi EMEA adaptor has been deprecated. For more details please click here

Deleting base templates will lead to meetings corruption

Some users may get into this trouble after deleting the base meeting templates from Adobe connect.

Problem:

User deleted the default meeting template and now when he launches any meeting (that was created from the base template) he gets the message “The template you are looking at is the one we use if the default template feature is not working.”

Environment : Connect Hosted/Licensed

Method via which issue can be re-produced :

1.     Create a meeting template using Default Meeting Template
2.     Launch the template created in step 1 and Move it to the Shared Templates location.
3.     Create two meetings (M1 and M2) using custom template created in step 1.
4.     Launch the Meeting M1 and End Meeting. Do not run M2.
5.     Delete the custom template.
6.     If you launch Meeting M1 it will launch successfully.  However, Meeting M2 will show the grey screen with error.
MeetingGreyScreen1

Result:
Meeting room does opens with a grey screen and message appears as “The template you are looking at is the one we use if the default template feature is not working”.

Solution :

Please avoid deleting the base templates.  In order to recover the templates please contact Adobe support team.  We can recover the templates on case by case basis.

Seminar Session creation might fail intermittently for some users with ‘Not Authorized” error

Some users might run into this problem intermittently while trying to create seminar sessions. This is not a very outspread problem and has only seen to have happened to very few users randomly.

Problem :

Unable to create seminar session intermittently. It fails with “Not Authorized” error.

Environment : Connect Hosted

Version : 9.2.x

Method via which issue can be produced :

1.    Login to your Connect application as a seminar host.
2.    Go to Seminar > Seminar Sessions > Click “New Seminar Session”
3.    Select seminar room to create a session for.
4.    Enter name of the session and click create.

Result:
It might fail with “Not Authorized” error intermittently. Most if the time it works fine and a session is created successfully.

Workaround to avoid the issue :
Instead of creating a session from seminar sessions tab, “schedule a session” from the seminar room itself.

Solution :

This has already been fixed with the upcoming 9.3 version of the product.Check your account upgrade date here.

 

Set pod in meeting to full screen

Adjust Adobe Connect Share Pod View (Full Screen, Scale to Fit and Zoom)

When you are viewing an Adobe Connect session as a participant, you can adjust the size of the image you see from the Host’s shared desktop or application.

When you are in an Adobe Connect meeting and a host or presenter is sharing their desktop or an application, you have some options that will control how large their shared content will appear to you.

In the upper right corner of the Share pod, beside the Full Screen button, you will see to two more buttons. These two options are also available through the Pod Options menu when you click on Change View menu.

  • Scale to Fit - The Scale to Fit view is the default setting for Adobe Connect. This view will display the entire screen image within the Share Pod. With this view, you have easy access to the Chat Pod. You can watch the screen; then comment or ask questions in the Chat Pod. On the downside, depending on the resolution of the monitor being broadcast, the ‘Scale to Fit’ image may be hard to read.
  • Zoom - The Zoom view will allow you to see the host or presenter’s screen at the full resolution, inside the Share Pod. This will make the content look larger and clearer, but may result in the need for you to use scroll bars to see all of the content being shared. Like the Scale to Fit view, With this view, you still have easy access to the Chat Pod.

5

Full Screen Toggle

In addition to the Scale to Fit and Zoom options, you also have a Full Screen view available using the Full Screen button, found in the upper right corner of the Share pod.

The Full Screen view allows the host or presenter’s screen to fill your screen. This is the best view for “watching” a presentation. On the downside, if you plan to interact with the instructor, the Full Screen view will hide the Chat Pod. To exit out of Full Screen, click the Full Screen button again (it’s a toggle button). You can now view, comment or see questions and answers in the Chat Pod.

NOTE: Due to a Jan 2013 upgrade, a new feature has been added. Hosts and Presenters can turn on a Force Presenter View which will disable the Full Screen button and have it not show in the Share Pod.

6

Test meeting connection

Adobe Connect provides an online Connection Test for troubleshooting connection problems with your Adobe Connect Meeting. This utility tests the four key components for a successful meeting experience:

  •  Flash Player version
  • Network connectivity to the Adobe Connect Server
  • Available bandwidth
  • Acrobat Connect Meeting Add-in version

1

You can access this utility inside the meeting room by choosing Help > Troubleshooting. You can also access the test at the following URL:  https://admin.acrobat.com/common/help/en/support/meeting_test.htm.

In the Adobe Connect Connection Test, if you are getting a fail on step 2:  Adobe Connect connection test: unable to connect.

2

This means that there is no communication between your computer and the Connect server.

If you want to see the details of what happened, click on Send Results and then the Details… link.

There is likely a firewall setting, or something similar, that is preventing the one computer for communicating with the Connect server.

Adobe Connect requires suitable connectivity from each user to the server. Adobe Connect can accommodate different bandwidth levels such as modem, DSL, and LAN. But each type of connection requires a certain minimum for acceptable performance.

3

In addition to the throughput on any given type of connection, there are other factors that can affect the overall bandwidth of each connection. These factors include firewalls and proxy servers.

Adobe Connect presentations are normally delivered as HTTP data on port 80, while meeting audio and video streams are delivered as RTMP data on port 1935. When users are inside a corporate firewall that blocks these optimal ports, Adobe Connect uses fallback mechanisms to deliver RTMP data on ports 80 and 443. This fallback technology is called tunneling. This tunneling mechanism results in additional overhead that impacts overall throughput and the end user experience.

If the Add-in is not installed, then trying to share your screen or a PPTX file in a meeting results in a prompt to download and install the Add-in (or “Lightning download”). The Add-in can also be installed manually before a Meeting. The Add-in is not required to be a Host or Presenter. Even if the Add-in is installed, Flash Player is still required to start or join a meeting.

4

 

The Adobe Connect Add-in is a specialized version of Flash Player, required for the following functionality in an Adobe Connect Meeting Room:

  • Screen sharing
  • Offline recording (FLV format)
  • Share a supported file by dragging it into a share pod
  • Enhanced Audio and Echo Cancellation
  • Sharing PPTX files

Cannot find recording

Issue: Not able to find the recording

Resolution:

1. If you know the name of the meeting and you have not moved the recording or deleted the meeting

  • Click on the MEETING tab
  • Go to your meeting
  • Under recording tab you will find the recording

r1

2. If you know the name of the recording

  • Search the name in top right corner search box

r1.2

  • You will find the recording

r2

3. If you only have the recording url

  • Append the url with “?mode=xml”

 r3

  • You will find a number called Sco-id which is surrounded by the red rectangle in the above picture
  • Copy the number
  • Now go to the meeting tab and click on the address box you will find the sco-id over there replace that sco-id number with the sco-id number of recording and hit enter

r4

  • You will find the path of the recording as shown below

 

 r5

 

 

  • Follow the path to find the recording

 

 

Users are Unable to join /enter Meeting Room

Environment: Hosted

Reason:

1. Forgot password/password does not work

2. Don’t have a user ID and password to get into a meeting

Solution:

1. Try using the Forgot your password link to set a new password. If this Doesn’t work contact your account administrator to verify access for the account.

a

 

2.If you don’t have an user ID and password to get into a meeting contact your Connect Administrator to request the same.

Guest logins are also an option for meetings, but must be approved by the Meetings Host. With private meetings, the Meeting Host must approve guest login requests.

2

 

 

 

 

Creating an open access meeting where Participant don’t require approval to join.

Environment: Hosted

Issue: In large meeting/seminar rooms if the meeting is created using the access type “Only registered users and accepted guests may enter the room” then the host approves each guest’s entry request to allow them in the meeting.

b

Solution: To avoid this situation always select the access type “Anyone who has the URL for the meeting can enter the room

  •        Go to Meeting > New Meeting

b

  • Enter the required Meeting Information and  select access type as  “Anyone who has the URL  for the meeting can enter the room”

c

  • In case you need further assistance contact Adobe Connect Support for help.

Note: If you choose the access level to ‘Anyone who has the url can enter the meeting’, you might experience a security risk as well, as any unintended user who gets the url can also try to join the meeting and create disruptions, which would be problematic to the rest of the attendees. 

Record Meeting option is disabled in Meeting Room

z

Reason: Only Adobe Connect Administrator has the rights to disable/enable the Record Meeting Option in Meeting Room depending on the requirement/needs.

Environment: Hosted

Solution:  To enable Record Meeting option in Meeting

  • Go to Administration > Compliance and Control > Recordings and Notice

x

  • Now uncheck the option Lock recording settings for all meeting

v

Note: If you are not able to access Administration tab contact your Adobe Connect Account Administrator.

Administrator joins/enters meeting room as a participant

Reason: In Named Host pricing model user should be a part of Meeting Host group in order to enter the Meeting room as a Host. You will not be able to enter the Meeting room as a Host if you are member of only the Administration Group.

Solution: 1. Check your Group Membership

  • Go to My Profile > Group Membership

b

 

If you don’t see Meeting Host listed there then follow below mentioned steps.

2. In order to be the part of the Meeting Host group Go to Administration > Users and Groups

2

  • Select Meeting Hosts Group and then click on Information

3

  • Click on View Group Members

4

  • Select your Name and click on Add to add yourself to the Meeting Host Group

5

  • Once you are the part of the Meeting Host group , your name will appear under Current Group Members

6

Note: If you are still getting the same issue contact Adobe support for help.