Archive for August, 2013

Adobe Connect 9.1 License Upload Error; Unable to create an administrator

Problem Description :

During an Adobe Connect 9.1 install, you might encounter this error while trying to upload the Connect license file from the server configuration console :




You may also find the Create Administrator link missing from the console.

How to Identify the problem :

Following errors could be found in the {root}\breeze\logs\debug.log file on the server :

console-8510-9 (INFO)  1ms spid:74 com.adobe.connect.dal.PrincipalDAL.getGroupByType(“7”,event-super-admins)
console-8510-9 (INFO) CONSOLEMANAGER: ignoring the exception while fetching the principal event-super-adminscom.macromedia.airspeed.StatusException$NoData: <status code=”no-data”/>
console-8510-9 (INFO)  1ms spid:74 com.adobe.connect.dal.PrincipalDAL.getGroupByType(“7”,event-admins)
console-8510-9 (INFO) CONSOLEMANAGER: ignoring the exception while fetching the principal event-adminscom.macromedia.airspeed.StatusException$NoData: <status code=”no-data”/>
console-8510-9 (INFO)  0ms spid:74 com.adobe.connect.dal.PrincipalDAL.getGroupByType(“7”,event-super-admins)
console-8510-9 (INFO) Response status: no-data/null

Environment :

Adobe Connect 9.1 Licensed

Reason :

You might encounter this issue if you do not have Events functionality present in your license.

We have identified this as a licensing issue and our Engineering group is working on investigating this through bug#3620176.

Solution :  ** Update **

We have released a new installer now and this has been fixed. Please download your copy of the new installer from the licensing website.



Configuring application-level health monitors for Connect on BIG-IP Local Traffic Manager

Challenge: In order to make sure that the BIG-IP LTM performs failover in case one of the application servers in a cluster/pool should hang, you will want to make certain that the VIP that points to the application server pool is configured with an application-level health monitor. If you simply probe the health of the Connect servers with a default health monitor at the level of the IP stack, then there are potential cases when the BIG-IP LTM might send traffic to a server with a non-responsive application that only seems alive to lower-level probing mechanisms such as the packet Internet groper (PING). Always set the health monitor to probe for an actual string of content on the Connect server; all high-end hardware-based load-balancing devices (HLD) offer application-level health monitoring. The configuration of the monitor may not always be intuitive as each HLD has a different interface and different means of probing an application, but the following guidance will help you get an appropriate monitor in place on BIG-IP LTM as well as demonstrate the concept for implementation with other HLDs.

Example: Consider that you have three server pools and three VIPs. The only VIP and pool combination that needs an application-level health monitor for failover is the Connect application HTTPS server VIP and pool:

HTTPS VIP: points to Connect servers: 443 and 443

The probe or health monitor should point to a string on each Connect Enterprise server in its pool to check the health of each server. If one of the servers in the pool becomes non-responsive, the monitor will mark the server down and the HLD will redirect all traffic to the remaining server.

The Connect Meeting server VIP/pool combinations do not need a health monitor because the Connect application server pool handles failover for the Connect meeting rooms:

RTMPS VIP: points to Connect Meeting server meeting1 1935

RTMPS VIP: points to Connect Meeting server meeting2 1935

Because there is only one server in each pool, there is no place for the HLD to redirect meeting traffic should one of the Acrobat Connect Professional meeting servers fail to respond. The only reason to probe the Connect Meeting server VIP/pool combinations might be to trigger an email message to an administrator to warn that one of the Connect Meeting servers is problematic and that the application pool has triggered failover.

What to do: The best string on the servers that you may point your application-level health monitor towards is the testbuilder diagnostic page:


The testbuilder page will send back the “status-ok” string.

It is best to point the health monitor to the testbuilder page rather than a simple HTML string, because testbuilder is actually probing the Connect Enterprise database to make sure there is a healthy connection. If there is any problem with the Connect server application, then testbuilder will not report the “status-ok” string.

Each HLD has a different interface to configure these monitors and each one does the check differently, the following example works with F5 BIG-IP LTM against testbuilder:

send “GET /servlet/testbuilder HTTP/1.1\nHost: \nConnection: Close \n\r\n”

For an LTM-based monitor called connect_testbuilder:

monitor connect_testbuilder {
defaults from http
recv “status-ok”
send “GET /servlet/testbuilder HTTP/1.1\nHost: \nConnection: Close \n\r\n”

Consider this: You should also place an HTML file in the Connect /common directory on each Connect Enterprise server and point to that file (test access to the html file via a browser to be sure that it does not require a log-in – the help sub-directory under the common directory is also OK with all prior versions of Connect). This option should be used along with testbuilder as a separate and supporting health check. The following example shows an HTML file called healthmonitortarget.html containing the string You are being served HTML”

send “GET /common/help/healthmonitortarget.html”

“You are being served HTML”

Note: With reference to the testbuilder file output behavior, if, for example, Connect receives a SQL Exception (DB Down, or other SQL anomaly) it does not change the output string of testbuilder, Connect tries to reconnect and only when it cannot reconnect to SQL, then it fails over, and then ultimately restarts Connect. If you have the JDBC restart string in place for SQL robustness (and you should if you do not) in the custom.ini file then, in theory, this is desirable behavior:


If Connect was more aggressive in the changing of testbuilder or in other words if testbuilder were more sensitive to every acute interruption in the DB connection or the state of the Connect server, then it could trigger superfluous failover at the application VIP on the HLB by marking down a server that may only have a brief reconnection attempts in process to the Connect DB. If Connect fails and restarts due to a DB connection problem and is still unable to connect to the DB once the server restarts, testbuilder will show the following output and trigger the healthmonitor on the HLB appropriately:


If you set up the healthmonitors as described above, then what testbuilder may miss, the HTML health monitor will pick up and vice versa. The key thing is to test the healthmonitors vigorously and inspect the Connect debug logs for any errors they may generate. Since each HLB acts differently and often SSL profiles and other variables will affect behavior, it is prudent to test the health monitors under all server failover conditions.

Be careful: There are hazards commensurate with health monitors; the first concern is that when they are set up incorrectly, the cluster becomes instantly inaccessible through the VIP because the HLD marks all the servers down. Another hazard is with pointing the health check to a page that generates entries in the Connect database. Examples of the latter include hitting the Connect log-in page with a health monitor every few seconds thereby bloating the database with superfluous logging activity. Don’t be like the Second Lieutenant who runs into battle with the loaded .45 pointed at his foot.

Troubleshooting: When a heath check fails, you may look in the Connect debug log for information about the cause. Here is an example of log output from a health monitor pointing to a Connect server-based resource; the monitor, in this case works, but generates this benign error indicating a requirement for log-in credentials from an HLD health check (that is incapable of parsing a log-in). The testbuilder page does not require a log-in and neither should any HTML-based health target. The bug that causes the debug log output depicted below is fixed in Connect 9.1 (bug 3561205):

[10-10 22:35:02] http-bio-8443-exec-103 (INFO) [null:192.1678.1.10] GET https://common/healthmonitortarget.html
[10-10 22:35:02] http-bio-8443-exec-103 (INFO) [breeztxwq7xp4icyvy8d7:192.1678.1.10]
[10-10 22:35:02] http-bio-8443-exec-103 (ERROR) Not able to read the account’s INSECURE_CONNECTION property. Exception :

Full screen applications were not being shared properly in Mac 10.7.


When user shares a  full screen application then some portion of menu bar is been truncated and not be visible properly to the users present in the meeting

1. Launch a  meeting on mac 10.7
2. Open any application on mac 10.7 (eg : calender , safari etc)
3. Click on share my screen
4. In the modal dialog of sharing select any application (safari or calender)
5. From top right corner of application click on button to make application full screen.
6. Verify

The top menu bar of application is not being shared properly and the bar seems to be truncated.



This is know bug (#3107491) and is being worked on by the engineering.

To setup monitoring of the internal Java Virtual Machine (JVM) processes used in Adobe Connect.

Problem Description :- There are users who would like to setup monitoring of the internal Java Virtual Machine (JVM) processes used in Adobe Connect. Typically the JVM which can be managed and monitored using Java Management Extensions (JMX) but requires configuration to enable a port, username and password to use JMX. Typically, this configuration is done as part of the Tomcat installation. Since Adobe Connect uses a customized deployment of Tomcat users need to know which files and configuration properties they need to modify to enable this feature in Adobe Connect.

Solution :-

Refer to following settings in <Connect_home>/appserv/conf/ConnectProSvc.conf file

Look for snippet :-

# Remote JMX connections (uncomment to enable remote JMX access; unauthenticated as-is)


After changes restart CPS Services.

The JVM wrapper config changes above will provide the ability for a JMX client to connect to the server, but the actual ability for management/monitoring will be generic and barebones. In order to ensure that Connect-specific mbeans are exposed/managed/monitored, you will also need to ensure that the following configuration exists in, e.g., your custom.ini:


Because If it doesn’t exist, it defaults to false.


To enable password protection of the remote JMX connections ( Hope this link below would help ) :-

Here is a link which would help understand the entries such as shown below like in connectprosvc.conf file :-

# Log Level for sys/event log output.  (See docs for log levels)


Interfacing Adobe Connect with Intercall Operator Assisted audio conferencing

For those customers who use Intercall’s Operator Assisted audio conferencing option, there is an excellent usage and configuration guide that has been made available:

Many thanks to Intercall for making this document available.

How to move various Content from one location to another in Connect Account

Issue Statement

A user’s content that includes meeting rooms, uploaded presentations, sundry files, recordings, etc.may have to be moved to another user’s content/location within same connect account. There is a GUI driven option in Connect central and there is also the sco move API. The following instructions describe how to use the API to move Connect resources.


Adobe Connect hosted, on-premise, Managed-ISP and ACMS


Use Web Services API Calls to move Connect resources manually.

Steps To be followed

  1. Login to Connect and Click on Content Tab
  2. Check the URL in the browser address and it will appear as follows:
  4. Or similarly if you click on the Meetings tab, you will see a URL appear as follows:
  6. Notice the value “SCO-ID”
  7. Every type of resource, whether training course, presentation, meeting, recording, etc. in Connect has a unique values called the Sco-id. Connect identifies all resources by the Sco-id.
  8. Every Location has a Sco-ID as well: User Meetings will have a sco-id, Shared Meetings will have a sco-id and My Meetings will have a sco-id and same goes for Content and Courses.
  9. To Move the content from one location or a user profile to another location or user profile, we can use “SCO-MOVE” Api.
  10. Find the sco-id of source content by going to content and checking the URL in browser and keep it handy.
  11. For example, we have to move a Content ‘test.pdf’ from ‘My Content’ to User Content> ABC Content in your account which has the URL
  12. Go to My Content and click on test.pdf and check SCO-ID from address bar from browser. Let us take it as 11111 Keep the sco-id handy.
  13. Go to ‘User Content> ABC Content and check the sco-id from address bar in browser and this will be destination location sco-id or folder id. Let it be 99999
  14. Run the API on browser
    http://ConnectURL/api/xml?action=sco-move&folder-id={destinationlocationScoid}&sco-id={source content sco-id}
  15. In the above example the URL will be Hit enter. If you get a ‘Status OK’ message in browser, it means the content has been moved successfully.
  16. If you don’t get ‘status OK’ message, you may not be logged in or not have access to that location. It is preferred to use an admin account to avoid such issues.
  17. You can repeat the steps for any content or meeting or recording and move it in just few clicks.

How to check if a Custom URL is available for your Content in Connect

Issue Statement:

There are situations when we need a Custom URL for a meeting or content or training but it may be already used and we get to know about it only when we enter & proceed. If we can check in advance whether a custom name for URL exists in advance, it would be a better experience.


Connect Hosted, Connect Licensed, Creation of Meeting, Presentation, Courses URL

How To Steps:

  1. Login to Adobe Connect
  2. Go to Administration
  3. Go to Account tab and click Reports
  4. Select ‘Custom URL Management’ and click on View
  5. Enter the URL you want to use for your Content/Meeting to check if it is being used and Search
  6. 6.    If URL is already assigned, it will show the result or else it will display a message in red color There is no Custom URL matching your search request or it is a reserved Custom URL. Please try again.                      Suggestion: Make sure the Custom URL is spelled correctly.”
  7. This means URL is available and user can choose it as their custom URL.



Can’t remote controll Win8 screen through share pod if task manager window is there on desktop


  1. Launch a meeting in add-in on win 8 machine.
  2. Have another user join this meeting.
  3. Share screen from win 8 machine.
  4. User2 click on request control and verify the behaviour when user accepts the request.
  5. Bring task manager on screen and verify.


User is not able to control the screen being shared after the task manager if brought in.


This is expected. Windows 8 Task Manager runs on a separate desktop and as such any keyboard or mouse event that is sent while it is on can not be sent across to remote machine. This can be viewed similar to UAC dialogs on Windows 7.

While screen sharing Powerpoint application if user clicks on Import Video/SWF button of Adobe Presenter, other users dont see Import Video/SWF modal dialog box.

1. Enter in a meeting as a host and as a participant.
2. Open Powerpoint which has Adobe Presenter addin installed.
3. Now select share my share button in meeting’s share pod.
4.Select application radio button in the screen sharing dialog box that comes up.
5. Select Powerpoint application and start sharing.
6. Now click on Adobe Presenter tab in Powerpoint.
7. Click on import Video button in the Adobe Presenter tab.
8. The Import Video modal dialog box will appear.
9. Observe the screen from participant’s meeting client.

Other users see hashed area instead of the modal dialog box.

This is expected. Import dialog of presenter is a separate process and thus can not be shared while doing application sharing. Only the parent process’ screen is shared.

Hot Spot questions not working for PPT files

Problem :
If you create one PPT file and then go to Quiz and add a hot spot question and then publish it the Hot Spot question will not work.

Environment :
Adobe Connect 9.0

1. Create one PPT file

2. Go to quiz -> add quiz -> add new question and add hot spot question

3. Publish to server

4.Hot Spot questions don’t work. They work fine for PPTX file

It’s a known Presenter limitation.