Troubleshooting On-premise Server Upgrade error: could not find public key

Upon upgrade, if you choose a new installation directory (such as changing a breeze directory to a connect directory) and then cannot start the Connect services, check the debug log for the following error message:

[07-28 09:19:39,957] cps-startup (ERROR) ConfigProperty.initPublicKey(), could not find publickey in C:\breeze\9.3.1\appserv\keys\

There is a database entry in the pps_config table that corresponds to the \appserv\keys\ directory. You may need to manually edit it:

select * from PPS_CONFIG where NAME = ‘config-keys-path’

upgrdkey.fw

upgrdkey1.fw

Find the actual location of the \appserv\keys\ directory and make sure the database points to it:

upgrdkey1a.fw

upgrdkey1b.fw

After updating pps_config, attempt to start the services and gain access to the console.

Firefox May Prevent Connect Access

Firefox may automatically prevent access to Connect:

ff-update1.fw

To resolve this issue, update Flash Player to the latest patch: http://get.adobe.com/flashplayer

Event Template does not show data, blank white page appears

Problem:
Event template, Event catalog or Email template doesn’t load in iFrame rather gets displayed as blank white page.

Description:
When we click on Event Management -> Event Template or Event Catalog or Email Template, we get a white page in the area where the Event Template data should have been visible.

Reason:
This issue occurs if Adobe connect is running on SSL (HTTPS), however, CQ is not running on SSL. Hence the data coming from CQ is not secured. When secure and unsecure data is received by the browser over a secure connection, it is called Mixed content. Every browser has a setting where it usually blocks mixed content i.e. un-encrypted data coming from CQ gets blocked.

The page usually appears as shown below:

Event Template does not show any data

You may also get a prompt depending on the settings of Internet Explorer.

Internet Explorer 7 or earlier

Display Mixed content IE_Old

Internet Explorer 11

Prompt to display Mixed content

Prompt to display Mixed content at Bottom of Page

 

Solution:

It is possible to change this behavior of a browser where it allows mixed data and displays data sent without securing it over a connection which is secured using SSL.

Below steps allow us to modify this behavior:

Internet Explorer:
Internet Option -> Security -> Custom Level -> Display Mixed content -> Enable;

Enable Mixed Content in Internet Explorer

Google Chrome:
Click the shield icon on top right -> Click “Load unsafe scripts”;

Enable Mixed content in Google Chrome

 

Mozilla Firefox:
Click the shield icon on top left -> Under “Insecure content” -> “Disable protection for now” ;

Enable Mixed content in Mozilla Firefox

These are the basic steps to fix this problem. Depending on the permission on the account, you may or may not be able to make these changes.

 

Adobe connect Add-in crashes / freezes on Windows 8.1

Problem:
Adobe connect add-in freezes on Windows 8.1 machine while meeting is running.

Description:
It freezes / crashes during the meeting usually around 20 minutes of screen sharing or camera sharing. Sometimes, the issue occurs randomly as well.

Reason:
This is a know issue and it has been documented in our bug tracking system. It is targeted to be fixed in the upcoming version.

Workaround:
We can configure Adobe connect add-in to run in Windows 7 compatibility mode. Follow the steps mentioned below:

• Go to the below location on your computer:
“%userprofile%\AppData\Roaming\Macromedia\Flash Player\www.macromedia.com\bin\adobeconnectaddin”;

• If you are unable to find this location, open a meeting room which should launch Adobe connect add-in;

• Open windows task manager and select Adobeconnectaddin.exe from the list of processes running on the machine;

• Right click and choose open location;

• This shall take you to the location where Adobeconnectaddin.exe (Adobe connect’s add-in) is installed;

• This file shall be present at “C:\Users\<userprofilefolder>\AppData\Roaming\Macromedia\Flash Player\www.macromedia.com\bin\adobeconnectaddin”;

Location of Adobe connect addin

• Right click on Adobeconnectaddin.exe and choose properties;

• Switch to Compatibility;

• Select the compatibility mode, click Apply, OK as shown below;

Adobe connect addin compatibility mode

• Close the existing instances of Adobe connect add-in;

• Once the previous instances have been closed, Adobe connect add-in should start getting executed in Compatibility mode;

The above mentioned steps should fix this problem.

Troubleshooting Verbose Meeting Addin Logging

On occasion it can be difficult to get verbose addin logging to work. The tech-note describing how to set it up is here: Enable logging | Meeting Add-in

The tech-note correctly describes where to place the customized mms.cfg file for use with both 64 bit and 32 bit Windows clients as well as for the Mac OS.

If after following the instructions in the tech-note, you still do not see any verbose addin logs, one possible cause is that there may be an additional mms.cfg file in an alternate location on the client that is blocking the log creation process. To remedy this, add the customized debug mms.cfg to the following locations after renaming any existing mms.cfg files (to allow them to be restored after verbose logging or debugging is complete):

Here are the locations (more than in the tech-note):

  • Windows (32 bit) :

In: C:\Windows\System32\Macromed\Flash\mms.cfg
or C:\Windows\System32\mms.cfg

  • Windows 7 (64 bit):

In: c:\Windows\SysWOW64\Macromed\Flash\mms.cfg
or c:\Windows\SysWOW64\mms.cfg

After placing the mms.cfg in both folders, be sure to close all addin browsers and then to open the addin only in the one Meeting that you wish to troubleshoot.

MP4 Recording Conversion Update

MP4 recording conversion functionality was recently unavailable for all Adobe Connect Hosted Accounts.

Note: Offline FLV recording conversion was unaffected and remains fully operational.

Update: 09 July

There is a workaround in place, as of 10:30 EST, to get the MP4 conversions back on track. Any job that was submitted prior to this may continue to throw an error to the user in the web app. Here is the way ahead:

• If you submitted a job this morning and the web app shows a conversion error, re-submit the job
• The queue is very long right now and it may take longer than normal for the conversions to finish.
• If you recently submitted a job, within the last hour or so, report all any new problems to the adobe support team.

TLS settings that may affect Meeting connection Test Results

Problem Description :

If you do not have any TLS version enabled in your browser settings, then your browser may fail to establish a secure connection to your Adobe Connect servers and thus may show the following symptoms :

  • Meeting connection test fails at Step 2 of connecting to the FMS server
  • Meetings connect however are very slow and experience frequent disconnects even if they get connected

If you’re experiencing any of the above symptoms with your meetings, it is recommended that you take a look at your browser TLS settings .

Most browsers nowadays, automatically have TLS settings enabled by default, however some browsers may still not have it enabled. You may need to enable it from the browser settings. Following is how it can be enabled in IE :

IE_9-Options

 

Environment : All Adobe Connect Hosted accounts

Reason Behind this behavior :

Due to security reasons , all Adobe Connect Hosted environments only support TLS 1.0, 1.1, 1.2 versions. All SSL versions (SSL 2/SSL 3) are disabled due to security reasons and open vulnerabilities.

It is therefore required that your browser is able to support a secure ssl connection using any of the available TLS versions.

For better understanding, I’ve also put a screen capture as below :

https://www.ssllabs.com/ssltest/analyze.html?d=na12cps.adobeconnect.com

SSL-Img

 

Terms of Service Notification on Adobe Connect Hosted Accounts

Changes made to the Adobe Connect Terms and Conditions (ToS) in Connect 9.4 are related to the new licenses introduced in Adobe Connect 9.4. Note that the first administrative login will be presented with the ToS dialog. If the first administrative login is an automated API call, this call will fail until the ToS dialog is manually cleared.

22.6: “Named Virtual Classroom Manager” means an individual that has the ability to host a Meeting in a Virtual Classroom, track user completion and course results for Meeting Attendees in Virtual Classrooms, and manage advanced registration, branded event pages, and email options. A Named Virtual Classroom Manager is a type of On-demand User.

22.7: “Named Webinar Manager” means an individual that has the ability to host a Meeting with Meeting Attendees up to the number of seats purchased, as well as manage advanced registration, branded event pages, email options, and reporting.  A Named Webinar Manager is a type of On-demand User.

The new licensing options were also added to sections 2.1, 3 and 19, and 20.  Similarly, in line with the new licensing, we also exchanged the term ‘seminar’ for ‘webinar’ in several locations.

For more information on Adobe Connect 9.4, see http://blogs.adobe.com/adobeconnect/2015/03/introducing-9-4-2.html.

Meeting Hosts and Concurrent Attendee Licensing Model

Although, using the Named Hosts licensing model, there are restrictions to assigning meeting hosts to rooms, there are fewer restrictions with the Concurrent Attendee licensing model.

In the Concurrent Attendee model, it is possible to assign participants as host in a room who are not members of the Meeting Hosts group. As there is no limit in the number of meeting hosts allowed with this licensing model, there are no restrictions to the number of users who are assigned as host in a room (whether or not they are member of the Meeting Hosts group), as long as the total number of concurrent users of all types does not exceed the license limit for the account.

With the Named Hosts licensing model, only users who are member of the Meeting Hosts group may be assigned as host in the web interface.

Zipped Captivate 8 Project will not Play Back in Connect

Issue: A project authored in Captivate 8 and published in zip format and uploaded to the Connect Content Library will not play back for clients running IE or Firefox.

  • IE clients see an error message: “The content you are trying to view is not supported….”
  • Firefox clients only see a spinning wheel

Note: earlier versions of Captivate work fine. This appears to be a bug in Captivate 8.

Solution: It has a very simple workaround: Enable metadata or reporting for Adobe Connect in the Captivate Project and republish to Connect and it will work fine.

To edit the reporting options in a Captivate project: File>Publish Settings>Reporting>Enable Reporting>Adobe Connect (note that it defaults to Other Standard LMS, but Connect is in the drop-down)

caprep.fw

caprep1.fw