Author Archive: Allyn Craig

Manual LDAP Synchronization

NOTE: The following steps only apply when Adobe Connect is configured for user authentication through an LDAP Directory Service.

Under normal circumstances LDAP synchronization is configured to synchronize automatically on a regularly scheduled basis. However, it is occasionally necessary to synchronize at times other than during the regularly scheduled periods. The following steps are for performing a manual Directory Service synchronization.

Please be aware that performing an LDAP synchronization can be resource intensive on the Connect side, and it is highly recommended that these steps not be performed during times of normal system activity.

  1. Log in to a Connect server
  2. Open the Administration console (http://localhost:8510/console/)
  3. Navigate to Directory Service Settings > Synchronization Actions
  4. Go to the Perform Directory Synchronization section and click on the Synchronize button.

Sharing Application in Multi-Monitor Setup

In Connect versions through 9.2, there is a known issue relating to sharing applications in a multi-monitor setup.

The behavior can be duplicated as follows:

  1. From within a Connect meeting room, click “Share My Screen” in a Share Pod
  2. In the Start Screen Sharing dialog that appears, choose to share “Application”, and select an application to share and click the “Share” button
  3. The application window needs to be located on the second monitor of the user who is sharing (you may need to drag the application window to the second monitor)

At this point, other users attending the meeting will not be able to see the shared application.

This issue is expected to be fixed in Connect 9.3

A Simple Way to Relocate Connect Folders

For On-Premise Installations Only

If you have installed Connect with the default configuration, it is possible that you installed with the default configuration where all Connect folders are on C:

However, if you later want to move some (or all) of the Connect folders to a different drive, then you run into the issue of having to find all of the configuration locations in custom.ini and in the database that reference the folder locations, and this could be difficult to manage.

An alternate option is to use the NTFS symbolic link feature. This way, you would move the folders, then create symbolic links in the old locations, and you would not need to modify the Connect configuration in any way. A side benefit of this method is that if you are running in a clustered environment, you can update each server one at a time without having to take the entire cluster down.

To create a link, you would use the mklink command in a command window.

Let’s say, for instance, that you have installed a new hard drive as D: and want to move the content and logs folders from C: to D:, here’s one way you might perform this task.

  1.  Shut down the Connect service
  2. Create d:\breeze folder
  3. Move the c:\breeze\content and c:\breeze\logs folders to d:\breeze
  4. Open a command prompt window and run these two commands:
    mklink /d c:\breeze\content d:\breeze\content
    mklink /d c:\breeze\logs d:\breeze\logs
  5. Restart the Connect services

As with any system modification, it is always advisable to run these changes in a staging environment first before implementing in your production environment.

If you want to move the folders back to their original locations, you can follow these steps:

  1. Shut down the Connect services
  2. Open a command prompt window and run these two commands:
    rmdir c:\breeze\content
    rmdir c:\breeze\logs
  3. Move the d:\breeze\content and d:\breeze\logs folders to c:\breeze
  4. Delete the d:\breeze folder
  5. Restart the Connect services

Licensed: After upgrading to Connect 9.1, Exception occurs when clicking on Meeting Tab

Problem Description:

This occurs with licensed installations only. It does not apply to Hosted or ACMS customers.

After upgrading to Connect 9.1, some customers are experiencing a problem where they receive an exception message when they try to click on the Meeting tab in the menu.

A search in the error logs reveals messages like the following:

[11-04 16:27:05,613] http-80-25 (ERROR) Exception caught in DBRows.populate(), e=java.sql.SQLException: [Macromedia][SQLServer JDBC Driver][SQLServer]Incorrect syntax near 'b'.

In particular, note the “Incorrect syntax near ‘b’” part of the message. This is caused by differences in syntax compatibility in Microsoft SQL Server.

Resolution:

The problem can be fixed by setting the database compatibility level of the Connect database. Establish a connection to the Connect database on SQL Server (usually by using the SQL Server Management Studio), and run the following query:

sp_dbcmptlevel 'breeze', 90

If your Connect database is named something other than “breeze”, then put the correct name of the database in the query.

Adobe Connect 9.1 – Unable to launch Admin Console

Problem description:

After upgrading to Connect 9.1 you may encounter an issue where everything works except for the Administration Console (http://localhost:8510/console/application-settings/application-info?account-id=7), and attempts to access the console result in an error that says HTTP Status 500 – getOutputStream() has already been called for this response. See the below screen shot:

adminconsoleerror

Solution:

You may fix this error by increasing the DB_MAX_ROWS and DB_TRANS_MAX_UPDATES values in the custom.ini file. Note: This can only be done on on-premise installations, and does not apply to hosted or ACMS customers.

  1. On all Connect servers in your environment, navigate to {root-install}\breeze\9.1.1
  2. Open the file custom.ini in a text editor
  3. Add the following lines:
    DB_MAX_ROWS=20000
    
    DB_TRANS_MAX_UPDATES=400
  4. Restart all Adobe Connect services

If the problem persists, then double the values for both lines and restart Connect services. Continue to double the values and restart services until the error goes away.

API Call Fails When Setting Seminar Start Time

In Connect 9.1 or later, when using an API call to set a time for when your seminar will run, you may encounter the following error response:

<results>
  <status code="invalid">
    <invalid field="date-begin" type="string" subcode="not-allowed"/>
  </status>
</results>

This indicates that you are attempting to schedule a seminar for a time that overlaps with another seminar using the same seminar license. Check the schedule for the seminar license to find an available time slot. Also, please see this blog post for details on Using the Connect API to create and schedule seminars.

Error Uploading PowerPoint Files into Adobe Connect

If you are having problems uploading PPT or PPTX files into Adobe Connect, check that the file name extension is correct.

If you have a PPTX file that is named with .PPT extension, then it generate an error when uploading to Adobe Connect. The opposite is also true: uploading PPT files that have .pptx extension will cause an error when uploading.

To check if a PowerPoint file should be named with PPTX or PPT extension, a quick way to verify is to rename the file to have .ZIP extension, and if you can open the file as a ZIP archive and view the internal contents, then it is a PPTX file. If you cannot view internal contents, then it is a PPT file.

Burst Pack Minutes Behavior

When an account exceeds its burst pack minutes quota, and no more minutes remain in the account, the following actions occur:

As long as the room still has a number of attendees in excess of the soft limit, then new users will not be allowed to join. Existing users will still stay in the room. Once existing users leave, they will not be allowed to join.

Once the number of attendees in the room drops below the soft limit, then new users will be allowed to join again as long as room attendance remains below the soft limit.

Reports on Adobe Connect fail to Download

Sometimes, when downloading reports from the Adobe Connect web site, the report will fail to load, or an error message such as “java.util.NoSuchElementException”, “Request not processed” or “Web page not found” will be displayed.

Although this problem occurs more frequently for hosted customers, it can also affect on premise installations.

The reason for the error is that the server is configured to limit the number of rows returned from a single database query. For hosted customers, the limit of rows returned is 20,000. Many times a report that does not have a filter set will return more than 20,000 rows.

The first thing that can be done to resolve the problem is to set a filter that limits the number of rows returned.

For example, after logging in to the web site, navigate to Administrator > Reports > View Downloadable Reports. Then in that page, click on Report Filters. Then set a time limit, like the last month or so, and Save the filter. Then run the report again, and that should succeed because the shorter time frame will generate fewer rows from the database.

A second possible solution, but one that is only appicable for On Premise customers, is to increase the row limit allowed by queries. This should only be attempted if the first method is not viable due to a business need to have larger result sets. You can edit the custom.ini file and add, or update the DB_MAX_ROWS setting. By default, the value is 20,000, so you would want to increase the limit to a higher value. As an example, the following line will allow a maximum of 100,000 rows to be returned:

DB_MAX_ROWS=100000

The value can be safely increased as needed. Increasing the value does not allocate additional resources, it merely allows a larger number of rows to be returned from the database.

SWF Files Not Displaying Correct Font?

Have you ever uploaded a custom SWF file into an Adobe Connect meeting room and seen the custom font settings changed? For example, bold is lost, and font typeface is changed from a custom typeface to a basic serif typeface.

If you have seen this behavior, it is due to using a font in your SWF file that is not available in the Adobe Connect sandbox in which the SWF file is running.

There are three options for resolving this:

  1. Only use basic fonts in your SWF files.
  2. Embed the font in the SWF file. This should make the text in the SWF file appear exactly as designed (but see caveat below), and it will also increase the size of the SWF file to include the font information.
  3. Edit the font property settings in the SWF file to include generic font options, such as ‘sans-serif’, to be used along with the custom font. In this case, the font won’t match perfectly, but you could have at least some control over which basic font is used if the first choice is not available.

Note that of options two and three, the third is preferred since embedded fonts might not appear the same way in Mac vs PC environment, or even with smart phones and pad devices.