Archive for May, 2014

Connect Reports Never Returning Data in Firefox

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The Adobe Connect Reports module is Flex based and for longer queries (reports on courses or curricula with large enrollments for example), sometimes the report can take many minutes to return data back to the browser.  Previously we have worked on issues with the reporting module in which the busy cursor (spinning wheel) continues to spin indefinitely and doesn’t return data because the query took too long to return.  We have made adjustments to the DB views and code to fix the performance of the reports in the latest versions of Adobe Connect and up until recently, we had solved this problem for users running the latest versions of the application.

However recently we have seen with newer versions of the Firefox web browser, the reports once again spin indefinitely and not return data in the Flex based reports in some instances where the queries are large.  Investigation into this lead us to determine that after a period of 5 minutes, we saw a socket write error in the debug log like the one below:

[05-29 10:15:30,623] http-80-15 (INFO) Exception caught in Rows.parse(), e= org.xml.sax.SAXException

ClientAbortException:  java.net.SocketException: Software caused connection abort: socket write error

After changing various FireFox timeout settings to no avail, we noticed the following newer setting ‘network.http.response.timeout’, which was introduced in Firefox 29 (the current version is 30). The default value for this timeout is 300 seconds (5 minutes).  In previous versions there was no default value.

After changing it to a longer value, the reporting now works in our testing. With the current implementation of the reporting module, there is no way for Flex to detect that the http response has timed out. Until we can address this in the Flex code and provide a warning, we just have to be mindful of this setting in FireFox.

To change this setting, you simply type this in the Firefox browser address bar: about:config and hit enter.

You will see a page with all of the configurable settings.  Search for ‘network.http.response.timeout‘ to isolate just the one setting you need to change (there are a lot of settings to scroll through otherwise).  The default value is 300 seconds (5 minutes).  If you are running into the situation where your reports are not coming back with data (and you are running the latest version of Adobe Connect , 9.2 and above), you can adjust this setting to see if it helps (if you are using Firefox as a browser).  If you anticipate users having to run large queries (like curriculum reports with large enrollments in the 1000s of users), you will need to adjust this setting.

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Type ‘about:config’ in the address bar. Then search for ‘network.http.response.timeout’

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Modify the value by clicking on the 300 value itself and then entering the new value when prompted.

 

 

Adobe Connect 9.2.2 Patch Now Available

The Adobe Connect 9.2.2 On Premise (Licensed) patch is now available for download at:

http://helpx.adobe.com/adobe-connect/kb/connect-90-patches.html

This download includes deployment instructions. It is intended for installation on Adobe Connect servers already running 9.2, as this is a patch (not a full install).

 

 

While making flv in Adobe Connect getting error Not authorized

Problem: While making recording offline, an error message “Not authorized” is seen in spite of the user being part of the meeting host and administrator Groups.

Reason: Chances are user is not the host for that particular meeting, so we need to add the user as a host in that meeting using “Edit participant” Tab.

Environment: Hosted/Licensed

1) Click on the name of the meeting room, for which we are not able to make recording offline.

 

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2) Go to Edit participants

3) Select the impacted users name

4) Click on “Add”.

 

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Impacted users name will appear in the list of Current participants,

5) select the name

6) click on set user role

7) select “Host”

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Adobe Connect access level explained

Problem: Some of the users get confused on the various access levels given to the users on adobe connect account.

Environment: Licensed/Hosted

Reason:  An administrator is not actually the administrator as it also requires other group’s membership to perform some tasks. Given below is a diagram that explains the access levels.

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Click on image to enlarge.

A Super admin on adobe connect is a user having group memberships of meeting host and administrator.

Admin user enters into the meeting room as participant.

 

Problem: Admin user enters into the meeting room as participant.  This issue only occurs in “Named Host Pricing Model”.

Environment: Hosted/ Licensed

Reason: In Named Host Pricing Model users have to be part of Meeting Hosts Group in order to enter into the meeting as Host.  Only being member of Administrator group will not allow the user to enter as a host in his own meeting.

Solution:

  • Make sure that you are listed as a host for the meeting room under Edit Participants link.

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  • Make sure that you are a part of Meeting Hosts group. In order to know your group membership click on my profile>group membership. If you don’t see meeting hosts listed there then follow the instructions given below.
  • Go to Administration>Users and Groups.
  • Select Meeting hosts>Choose Information>View group members.  Add your name to this group.

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You can now try to enter the room.  If you are still getting the same issue contact Adobe Connect Support.

 

Adobe Presenter Version Compatibility with Adobe Connect

Problem Description : Is Adobe Presenter old and new versions compatible with Adobe Connect 9.2 ?

Answer:

All versions of Presenter should work with the Web Application (e.g Content, Courses, Curriculum’s, etc ). However the issue is with Meeting as Connect version 6 and version 7 are AS2- based(Action Script 2)  Meetings, thus content will launch in Connect 6/7 Meetings only. Similarly, AS3 based content will work with Connect version 8 and 9 Meetings.

Action Script version comparison :

•    C6 & C7 = Presenter up to 7.0.6. AS2
•    C8 &C9 = Presenter 7.0.7 and higher.  AS3

Hope this helps in understanding some concepts, relates to Presentations published using Presenter on connect.

Thanks,

 

 

 

Ensuring that Email Generated by Adobe Connect Servers is Received

There have been more than a few incidents reported on the topic of email messages from Adobe Connect servers not getting delivered. These include messages generated by the Adobe Connect Events module as well as system email messages such as that generated by changing a password.

The first thing to avoid to prevent this problem is that of using special characters in the host’s name. This is scheduled to be fixed in Connect 9.3, but currently, in 9.2, if you place a comma in the Event host’s name such as Frank D., El Presidente’  it will cause an error identified in our server logs by a messaging exception.

The second thing to avoid is inviting over 20,000 participants to an Event. This generates an operation size error and causes problems with email messages being sent out. We also plan to address this ceiling tentatively in Connect 9.3.

With specific reference to Adobe Connect Hosted accounts, we just made the following change to ameliorate email problems: As of April 28th, 2014, administrative email notifications sent from Adobe Connect servers will now be coming from admin@adobeconnect.com instead of admin@acrobat.com This will help by disassociating Connect-generated email from that of the Acrobat domain which could be potentially blocked by virtue of its identification with document storage. We also made some internal changes to the way the Connect servers handle email and we worked with our Web infrastructure partners to insure that Connect generated email was not being treated as SPAM on the Web.

There is a bit of a conundrum here. If Adobe Connect Events email invitations are sent out in massive mailings to those who perceive the email as SPAM, then the Adobe Connect servers could be tagged as producing SPAM by those end-user recipients. An overzealous Events manager may cause Gmail and other providers to treat Adobe Connect email as SPAM. When an Event that is capped at 500 participants sends out 5000 email invitations, it is expected that many recipients will at best ignore the inbound email traffic and many more may consider the traffic to be a nuisance. We are investigating possible approaches to ameliorate this problem and plan in 9.3  to add an opt-out option for Events invitations that will offer a convenient alternative to any SPAM reply option for recipients to invoke.

We love large Events and Adobe Connect handles them very well; this is a case when our success can potentially lead to some problems. Currently the Adobe Hosted Service is green for SPF record checks.  We pass all major email providers and are not blacklisted according to common checker tools on the internet.  This should resolve the lion’s share of current email issues and the upcoming changes in 9.3 will serve to harden this capability for future Events.