Adobe Connect 9.3 Concurrent Learner Licensing Updates

Adobe Connect 9.3 Concurrent Learner Licensing Updates

As we released Adobe Connect 9.3, we began to more accurately track Concurrent Learner licensing usage (i.e., licensing of the Adobe Connect Training Module), with reporting available in the “Reports” section of Adobe Connect Central to provide specific usage metrics.  With increased accuracy of concurrency measurement introduced in version 9.3, you may reach your concurrency limits more quickly due to this change.  Here is an FAQ around this update:

http://helpx.adobe.com/adobe-connect/kb/connect-93-concurrent-learner-licensing.html

Incorrect Timezone displayed on Event Catalog & Event Info Pages

There are a few inconsistencies you might experience with the timezone that is displayed on the Event Information and Catalog pages. Below are a few issues you might encounter which I am listing for clarification :

Environment : Adobe Connect Hosted

Version : 9.x

1)    Timezone displayed on Event catalog or Event information pages might not be correct if the Event timezone or user’s local timezone belongs to one of the Australian timezones :

For Example , if your Event timezone is set to Sydney time and your local system time is also Sydney time, however when you launch the Event Catalog or the Event information pages, it might show up a completely different timezone there like, CHUT timezone.

Workaround : The user can choose any other timezone from the dropdown on the catalog as per their requirement in the meanwhile.

Additional Information :  This has been logged as Bug#3843662 and Engineering is currently working on implementing this in the CQ application.

 

2)    Time zone displayed in Upcoming Events and Event info might be incorrect if the UTC offset on the client locale and Event timezone, belongs to multiple timezones that have the same offset in the current moment :

For Example, my current Local System and Event time zone is Arizona (which belongs to UTC-7) but on event catalog it is displaying Mountain time which also belongs to UTC-7 time.

Workaround : The user can choose any other timezone from the dropdown on the catalog as per their requirement in the meanwhile.

Additional Information :  This has been logged as Bug#3834669 and Engineering is currently working on implementing this in the CQ application.

 

3)    Time zone abbreviation shown on the Event registration page for Australian time zone is incorrect :

For Example, Create an event with time zone (GMT+10:00) Canberra, Melbourne, Sydney and publish the event.  Preview of “event info/registration page” shows the event start time in the format “Saturday, May 16, 2015 10:15:00 PM EST – 11:15:00 PM EST” instead of AEST. However, the system is expected to show the time zone abbreviation as AEST.

This can also occur if you change the timezone on the Event Information pages to an Australian timezone.

Additional Information :  This has been logged as Bug#3845144 and Engineering is currently working on implementing this in the CQ application.

 

If you are running into one of these issues, please contact Support and provide your account information to us. We will add your information to the list of affected users.

Keep tracking this page for latest updates on these bugs.

 

Connect Meeting remains active after the Meeting is over

Issue : Connect meeting shows active after the Meeting is over

Environment : Hosted and On-premise

Reason : If the host just closes the Meeting browser by clicking the X in the upper right side of the add in or browser, then the Meeting will remain active and will wait for all users to leave the Meeting room; it could wait for up to 12 hours before closing the Meeting room. Keeping a Meeting open this long runs risks that could affect the Connect server’s ability to martian Meeting state.

Meetings that remain active and in process will appear as active in reports. End the meeting by clicking on Meeting >End Meeting. If you click on Meeting > End Meeting then session is ended for all the users currently in that meeting room and all users would get message that the meeting has ended. This triggers the Connect server to save the state of meeting and end the supporting processes. This is safe since it ensures that the meeting is ready for next session with all the content which was used during the last session.

Hosts should select the  End Meeting option instead of clicking the “X” in the upper right of the browser or add in. Notice also that in the case of multiple hosts, one may choose to Exit Adobe Connect as well. See the GUI options under the Meeting menu highlighted below:

Exit meeting 2

 

Meting 2

NOTE : For PPU Accounts, if a Meeting host exits from a Meeting clicking the “X” in the upper right of the browser or add in, instead of Ending the Meeting , the Meeting will continue in a billable mode and the customer will  continued to get charged until the Meeting is ended by the server timeout.

PDF document does not upload into Adobe Connect

Problem: Adobe Connect could not process this document for viewing. (Either the full document does not upload or some pages of within a document do not upload)

NA5

 

Environment:

Adobe Connect Hosted/Licensed

Resolution:-

Use the “Sanitize Document” Feature to get rid of all the following types mentioned in the image attached below. Depending on the version of Acrobat you are running, you may need to install a trial version of Adobe Acrobat Pro to use this feature.

 

image001

Using the Connect Meeting Whiteboard on Mobile Devices

Whiteboard features on Mobile are not OS dependent, rather, they are device dependent. While whiteboard content display is available on phones, whiteboard authoring is supported on tablets.  This is completely independent of the OS and applies to both iOS and Android.

The screen size is the primary mitigating factor; traditionally even the best phones have been too small to be used for effective whiteboard authoring: Pixel dimensions and resolution on phones have limitations that do not affect tablets. More specifically, while smartphone users can view the markup objects drawn by both tablets and desktop users, the following editable whiteboard feature are available on tablets:

  • drawing with the pencil tool or pen
  • the arranging object tool
  • the rectangle, ellipse, star and cross
  • the highlighter
  • move objects
  • delete objects
  • advance slide
  • undo
  • hide/unhidden menu
  • the line tool
  • single arrow, double arrow and 3D arrow
  • check mark

Note: The green pointer must be enabled by the Host on a computer. Mobile devices can display the green pointer.

Duplicating an Adobe Connect AEM-based Event

Here are some troubleshooting tips that will help you if you see problems when attempting to duplicate and an Event:

Request Not Processed –

rnp

You will find this error message pattern in the log files:

[10-20 16:44:33,196] https-8443-4987 (INFO) Exception thrown

java.io.FileNotFoundException: \\connect.mywildurl.com\ACPwurlprod1\content\65123440\766567822-1\output\.snapshot\CONNprod1_2014-09-09_08-00\cutest_pygmy_goat.jpg (The system cannot find the path specified)

The first thing to do if you see the message “Request Not Processed” is to:

  • Go to the event
  • Re-upload the images for that event
  • Then try to duplicate it again

You may look in the log files for the following error message pattern if the problem persists but that will most certinaly solve it:

Keep in mind also that when duplicating an Event, even though the email options for any Event allows you to customize and save iCal email messages for Email Templates, nevertheless upon duplicating an Event there is only certain information that is copied/duplicated and customized email templates are not included.

Note also that duplicate Events are handled as new events in the database; there is not any specific flag that differentiates duplicate Events from original Events.

CSO – DATE (9 OCT 2014) – Email Issues on EMEA1 Cluster

1:53pm EST – The issue has been repaired.  Root cause is being identified and once that is finalized, we will provide an update.   All emails on EMEA1 should be going now as scheduled.

1:20pm EST – Customers on the EMEA1 cluster will experience issues with email delivery. This appears to only be affecting customers on the EMEA1 cluster (EMEA2 is fine).  No emails have gone out for customers on the EMEA1 cluster as of October 8 at 2 PM MDT.  We are continuing to investigate and will provide information as soon as there are changes in status and the issue is repaired.

You can get full updates on our Adobe Connect Status Page here: http://status.adobe.com/

 

CSO – DATE (8 OCT 2014) – Intermittent Issues on NA5 Hosted Cluster

Customer Impact Statement / Root Cause:

Overview
Customers with an account hosted on our NA8 cluster had limited or no access to their accounts from
08:00 AM – 08:18 AM PST on 7 OCT 2014.

Root Cause
There were issues with long running queries on the production database server. These issues caused
Connect nodes to fast fail within the cluster. These fast fails caused the service interruption to users.

Corrective Measures / Action Plan
The offending queries on the database server were stopped and maintenance was performed on the
database. The root cause of the issue was identified and will be fixed in Connect 9.3 which is currently
planned to be rolled out this month to the remaining clusters.
Customers can confirm their account upgrade date by checking the upgrade widget on the Connect
Downloads and Updates page here:
https://www.adobe.com/support/connect/downloads-updates.html

 

12:40pm EST – The customer impact should be alleviated.  We have repaired the issue and we are continuing to monitor the situation.  Meetings should now be launching normally.  A customer impact statement will be made available shortly, describing root cause and steps made to repair.

12:00pm EST - Some customers are reporting they cannot launch their Connect meetings.  We are currently working with our Operations team to resolve the issue.  This issue is intermittent and is only affecting some customers that have their account hosted on our NA5 cluster. You can get full updates on our Adobe Connect Status Page here: https://status.acrobat.com

 

Flash Player Crashes in Meetings in Safari or Firefox on Mac when Volume Keys are Invoked

Flash Player Crashes in Meetings in Safari or Firefox on Mac when Volume Keys are Invoked

This issue is resolved in Flash Player version 15.0.0.189 scheduled to be released on Oct.14th

The following configurations are among those affected:

  • MacBookPro Retina 2012
  • OSX 10.9.5 and 10.9.4
  • Flash Player 15.0.0.152
  • Safari 7.1 (9537.85.10.17.1)
  • Firefox 31.0

In the mean time, prior to the release of the fix, there are two workarounds:

  • Don’t use the volume keys on the MAC when in a Meeting in the Flash Player
  • Use the Connect Meeting Add-in to join Meetings instead of the Flash Player

Make Certain that Content is Replicated Across All Servers in a Connect Cluster

Occasionally a specific piece of content may be intermittently available in a cluster. It could be Presenter or Captivate published on-demand content or even content within a Meeting room. Sometimes in these cases, the content published on one server is not replicated to all servers in the cluster. There are a few quick things to check:

First: Note that with Adobe Connect 9, the installer includes a cluster option. If you begin with a single server installation and expand later to a clustered environment by adding a server or servers, you will need to manually make the following change in the /appserv/conf/server.xml file in order to enable communication over port 8507 among clustered servers. It is prudent to double check this in the server.xml file after installing even if the cluster option was selected during installation:

<Executor name=”clusterThreadPool”
namePrefix=”cluster-8507-” maxThreads=”150″
minSpareThreads=”5″/>

<!– Define a non-SSL HTTP/1.1 Connector on port 8507 –>
<!– Used for HTTP access for intra-Cluster communications. –>
<!– Equivalent to JRun CLUSTER_PORT –>
<!– Uncomment for clustered deployments
<Connector port=”8507″ protocol=”HTTP/1.1″
executor=”clusterThreadPool”
enableLookups=”false”
acceptCount=”100″
connectionTimeout=”20000″
URIEncoding=”utf-8″/>

Second: Test the 8507 port communications on each server: From a command prompt on each server, type netstat –an|find “8507” and check to be sure that 8507 is active and listening on each.

netstat -an|find “8507”

netstat.fw

Use telnet to test connectivity on  8507 between Connect servers. Use telnet to check both IP and machine-name as well.

telnet server-machine-name 8507

telnet 8507.fw

Note: The machine name appears to the left of the FQDN under the Connect Servers Setting on port 8510 locally on any server in the cluster; here I have artificially designated them as server1 and server2.

serversettings

Be sure to check telnet connectivity from and to every server in the cluster:

telnet 8507.fw

If the IP works with telnet and the machine-name does not work, it may be necessary to add entries in DNS or add hosts files to each server:

etc-host.fw

Check the software-based firewall on the server to see if it is potentially blocking replication traffic:

netsh firewall show config

firewallsftwr.fw

win-firewall-svc.fw

Note: Connect does not support dual stack ipv6 and ipv4 on the same server.

Note: If problems are noticed in the Meeting rooms, check port 8506; it is used for Meeting communication among the servers.

Third: Examine the Connect logs: Look first in the debug.log under the \logs\support directory and search on the string: cluster-  If replication is taking place, you will see this repeating cluster- entry logging the replication activity. Absence of these log entries will indicate that replication is not working:

[10-1 12:00:00,009] cluster-8507-630 (INFO) CLUSTER Sent file: \7\xxx-xxxx\fcs-meeting\public\all\224_XXX_4.fso 9978 bytes 12 ms 6371 kbps to: server1

cluster-debug.fw

Check for any error messages in these replication log entries. Search also for the word lucene. If you see a preponderance of lucene lock errors, contact Adobe Enterprise Support: entrsupp@adobe.com and provide a log snippet to expedite diagnosis.

Also check the error.log files for the entry  CLUSTER_CON_BROKEN

2014-10-02 15:28:48 “Server server1 unable to reach server2 on port 8507 to perform cluster operations.” CLUSTER  CLUSTER_CON_BROKEN

Fourth: Check the timing of active anti-virus scanning of the content directories \content\7\ on each server; compare the directory sizes on each server to see is there if a significant size delta. Antivirus software can impede replication in manner that is not uniform across servers; active scanning of the content directory during replication may lock the content files. Active scanning after hours or during a window when publishing is unlikely is prudent.

Fifth: Check the updater page. Make sure you are on the latest patches servers-side. http://helpx.adobe.com/adobe-connect/kb/connect-90-patches.html Keep in mind that 9.2 is a full installer and not a patch. For full installers, use LWShttps://licensing.adobe.com

These steps will solve most replication problems that you encounter. If problems persist, contact our  Enterprise Support Team.