Author Archive: Mohit .

Adobe Connect Courses not tracked on mobile devices

ISSUE -: Adobe Connect Courses not tracked on mobile devices when a PDF is accessed by Acrobat Mobile Reader on mobile devices.

 

ENVIRONMENT  -: Adobe Connect 9.1

 

WORKFLOW -:

  • Upload a PDF file as a content on Adobe Connect
  • Create a Course and select the content using the above PDF file
  • Assign this course to a user
  • Access the Course and complete it using a Mobile Device (with Acrobat Mobile Reader)

The Course is not tracked (page views, bookmarking, or status) when accessed via mobile device

This has been identifed as bug # 3537932 and would be fixed on Connect 9.2

 

WORKAROUND -:

For the timebeing the user has to use a dektop device in order to capture the tracking.

 

Telephony service monitor

Issue -: You need to check the connect telephony service availability as we have it for the connect app (/servlet/testbuilder)

Solution -: Use the telephony-service health check api to get telephony service status as follows:

http://<Your-Connect-URL>:<port>/api/xml?action=get-health&shared-secret=<secret>

Example – http://my-connect-server:9080/api/xml?action=get-health&shared-secret=breeze

On executing this API , You would get the below XML Response:

<results>
<status code=”Ok”/>
<server-health>
<status>normal</status>
<memory-usage>122880</memory-usage>
<conference-count>0</conference-count>
</server-health>
</results>
 
Parse the XML results from your custom app.

Note -:

1.This API has to be executed in web browser or any other custom web based app/AIR.

2. This API expects port 9080 to be opened between connect server and API requesting agent.

3. Tested on standalone connect server.

4. On custom.ini the TELEPHONY_SERVICE_SHARED_SECRET parameter is set to breeze (It is on encrypted format).

 

 

Connect 9 Services fail to start for server’s having time zone set to east of Japan

PROBLEM -: I have upgraded/installed Connect 9 on my server having timezone set to east of Japan.

When i start the connect services i get the error -:

“The Adobe connect service service on local computed started and then stopped.Some services stop automatically if they are not in use by other services or programs”.

On checking the ConnectProService.log file you have the following error

2012/08/23 09:56:32 | STATUS | wrapper | --> Wrapper Started as Service
2012/08/23 09:56:32 | STATUS | wrapper | Java Service Wrapper Standard Edition 64-bit 3.3.9
2012/08/23 09:56:32 | STATUS | wrapper | Copyright 1999-2009 Tanuki Software, Ltd. All Rights Reserved.
2012/08/23 09:56:32 | STATUS | wrapper | http://wrapper.tanukisoftware.org
2012/08/23 09:56:32 | STATUS | wrapper |
2012/08/23 09:56:32 | ERROR | wrapper | License Error:
2012/08/23 09:56:32 | ERROR | wrapper | The license keys are incorrect.
2012/08/23 09:56:32 | ERROR | wrapper | Please verify that the wrapper.license.* properties match exactly
2012/08/23 09:56:32 | ERROR | wrapper | and that the following property values match those required for the license:
2012/08/23 09:56:32 | ERROR | wrapper | wrapper.java.mainclass=org.tanukisoftware.wrapper.WrapperStartStopApp
2012/08/23 09:56:32 | ERROR | wrapper | wrapper.app.parameter.1=org.apache.catalina.startup.Bootstrap
2012/08/23 09:56:32 | ERROR | wrapper |
2012/08/23 09:56:32 | ERROR | wrapper | A license can be obtained from the Java Service Wrapper site:
2012/08/23 09:56:32 | ERROR | wrapper | http://wrapper.tanukisoftware.org/doc/english/purchase.html
2012/08/23 09:56:32 | ERROR | wrapper |
2012/08/23 09:56:32 | ERROR | wrapper | Licenses can be generated for any of the following Host Ids.
2012/08/23 09:56:32 | ERROR | wrapper | The first Host Id is recommended.
2012/08/23 09:56:32 | ERROR | wrapper | Host Ids:
2012/08/23 09:56:32 | ERROR | wrapper | 005056af0080 (#1)
2012/08/23 09:56:32 | ERROR | wrapper | 005056af000b (#2)
2012/08/23 09:56:32 | ERROR | wrapper |
2012/08/23 09:56:32 | ERROR | wrapper | Optional host name for license: Breeze20
2012/08/23 09:56:32 | STATUS | wrapper | <-- Wrapper Stopped

REASON -: This is being caused by the bug within Tanuki Java Service Wrapper that is used with Connect 9 causing the failure of connect services when the server timezone is set to east of Japan.

You can cross check by setting the server timezone to west of Japan, The connect services would start.

 

SOLUTION -: Applicable only for Connect 9 servers  having timezone east of Japan. 

1. Download http://wrapper.tanukisoftware.com/download/3.5.15/wrapper-windows-x86-64-3.5.15-st.zip

2. Extract the file wrapper-windows-x86-64-3.5.15-st.zip

3. Locate the wrapper.exe on wrapper-windows-x86-64-3.5.15-st\bin  folder

4. Navigate to directory /breeze/9.0.0.1/appserv and rename the file ConnectProSvc.exe to ConnectProSvc.exe.orig

5. Copy the file wrapper.exe from step 3 and paste it to /breeze/9.0.0.1/appserv folder.

6. Rename the file /breeze/9.0.0.1/appserv/wrapper.exe to ConnectProSvc.exe

7. Navigate to /breeze/9.0.0.1/TelephonyService folder and rename TelephonyService.exe to TelephonyService.exe.orig

8. Copy wrapper.exe from step 3 and paste it to /breeze/9.0.0.1/TelephonyService folder.

9. Navigate to /breeze/9.0.0.1/TelephonyService/  folder and rename wrapper.exe to TelephonyService.exe

10. Start Connect and Telephony services

 

The problem only affects servers with time zones between +10:00 and +11:59 UTC. Therefore, the problem can affect licensed customers in Australia (East coast) and New Zealand.

Adobe Connect SIP and NAT issues

PROBLEM:-  I have configured the SIP settings with a new SIP provider but the call is not getting established when dialing onto the audio conference bridge, Audio conference bridge provider claims that they have received your call.

REASON:- Your Adobe connect server/ Flash Media Gateway(FMG) is deployed behind NAT and its domain /IP is not routable on internet, When you dial into the audio bridge through SIP , SIP header carries the local/internal IP address of FMG/Connect server and remote SIP provider does not have any idea how to reach to the local/internal IP address.

SOLUTION :- There are two ways to fix this

1. Adding Global Address tag in sip.xml file.

Add/Replace the below tag on sip.xml file on profileID sipGateway

<globalAddress>your-connect-domain</globalAddress>

your-connect-domain could be a domain name , IP address which should be routable on internet.

Example

<Profile>
<profileID>sipGateway</profileID>
<globalAddress>your-connect-domain</globalAddress>
<userName>101</userName>
<password>101</password>
<displayName>sipGateway</displayName>
<registrarAddress>10.10.10.10</registrarAddress>
<doRegister>true</doRegister>
<defaulthost>10.10.10.10</defaulthost>
<hostPort>0</hostPort>
<context>sipGatewayContext</context>
<supportedCodecs>
<codecID>G711u</codecID>
<codecID>speex</codecID>
</supportedCodecs>
</Profile>

 

2. Deploy FMG on another server/box having a public domain/ IP access.

 

UV Call drops automatically in Adobe Connect

PROBLEM :- I have configured SIP account on my connect server and the connection to audio bridge drops automatically.

 

REASON :- This could be a issue with the silence level detection on the remote SIP provider where the call is automatically disconnected when no RTP media / SIP signals are been sent by Adobe connect to remote SIP provider.

Flash Media Gateway (FMG) core.00.log indicates the following lines -:

2011-03-22::09:42:51.339 DEBUG SIP 1908 Received Call msg type : -1
2011-03-22::09:42:51.339 DEBUG SIPLEG 1908 [LEG ID:106] – **callLegStateChangedEvHandler** State=RVSIP_CALL_LEG_STATE_DISCONNECTED Reason=RVSIP_CALL_LEG_REASON_REMOTE_DISCONNECTED Dir=RVSIP_CALL_LEG_DIRECTION_OUTGOING
2011-03-22::09:42:51.339 DEBUG SIP 1908 [LEG ID:106] – Callleg disconnect cause was undefined, now set to 200 for reason RVSIP_CALL_LEG_REASON_REMOTE_DISCONNECTED
2011-03-22::09:42:51.339 DEBUG CALLLEG 1908 [LEG ID:106] – State Change SENDRECV -> HANGUP
2011-03-22::09:42:51.339 DEBUG SIPLEG 1908 [LEG ID:0] – **callLegStateChangedEvHandler** State=RVSIP_CALL_LEG_STATE_TERMINATED Reason=RVSIP_CALL_LEG_REASON_CALL_TERMINATED Dir=RVSIP_CALL_LEG_DIRECTION_OUTGOING
2011-03-22::09:42:51.339 DEBUG SIP 1908 [LEG ID:0] – Callleg disconnect cause was undefined, now set to 500 for reason RVSIP_CALL_LEG_REASON_CALL_TERMINATED
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:106] – Hangup Call (cause 200), from FMSMGAppNodesHelper.cpp:1153
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:105] – Bridging Completed for
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:105] – Hangup Call (cause 200), from FMSMGAppNodesHelper.cpp:1251
2011-03-22::09:42:51.355 INFO CALLLEG 4772 [LEG ID:105] – Hangup [EXEC] [OK]
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:105] – App bridge(sip|18665463377@sipGateway) Returns 0 (next ID:1)
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:105] – Going For State 7
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:105] – Call Leg HANGUP, cause: OK
2011-03-22::09:42:51.355 INFO CALLLEG 4772 [LEG ID:105] – CallLeg Ended
2011-03-22::09:42:51.355 DEBUG CALLLEG 4772 [LEG ID:105] – Cleaning up Leg [HANGUP]
2011-03-22::09:42:51.355 INFO RTMP 4328 Received onStatus <NetStream.Unpublish.Success> code <status> classType <fmg/fmg/1 is now unpublished.> description <(null)> details
2011-03-22::09:42:52.339 DEBUG CALLLEG 4480 [LEG ID:105] – Hangup Call (cause 200), from FMSMGAppNodesHelper.cpp:1153
2011-03-22::09:42:52.339 DEBUG CALLLEG 4480 [LEG ID:106] – Bridging Completed for
2011-03-22::09:42:52.339 DEBUG CALLLEG 4480 [LEG ID:106] – Hangup Call (cause 200), from FMSMGAppNodesHelper.cpp:960
2011-03-22::09:42:52.339 DEBUG CALLLEG 4480 [LEG ID:106] – Going For State 7
2011-03-22::09:42:52.339 DEBUG SIPLEG 4480 [LEG ID:106] – hangupHandler called…sipGateway
2011-03-22::09:42:52.339 DEBUG SIP 4480 Closing audio RTP session
2011-03-22::09:42:52.339 DEBUG SIP 4480 closed audio socket
 
 

SOLUTION -:

1. Do not leave the audio conference bridge idle for silence level detection algorithim

2. Login onto the connect server , open the console page > Flash Media Gateway Settings > Server Configurations.

3. Set the “Registration” value as “Required”.

4. Decrease the value of Registration Expiration in steps of 60

5. Save the configuration and re-test the issue.

6. Repeat step 4 and 5 until the issue is fixed.

 

Generating the new SSL certificates for my Adobe Connect server.

ISSUE -: I want to purchase/deploy SSL certificates for my connect server.

SOLUTION -: This document is valid for software/hardware SSL configuration with Adobe connect server.

1. Download Openssl from here openssl

2. Follow the steps 2,3 and 4 from kbdoc http://blogs.adobe.com/connectsupport/generating-self-signed-certificates-for-adobe-connect/

3. Open command prompt and execute the command

cd C:\openssl\bin

openssl req -new -nodes -keyout myserver.key -out server.csr -newkey rsa:2048

This creates a two files on C:\openssl\bin

The file myserver.key contains a private key; do not disclose this file to anyone.

The file server.csr is Certificate Signing Request (CSR).

You will now be asked to enter details to be entered into your CSR.
What you are about to enter is what is called a Distinguished Name or a DN.

For some fields there will be a default value, If you enter ‘.’, the field will be left blank.

—–
Country Name (2 letter code) [US]: US
State or Province Name (full name) []: Texas
Locality Name (eg, city) []: Houston
Organization Name (eg, company) []: Your Company
Organizational Unit Name (eg, section) []: Your Department
Common Name (eg, YOUR name) []: my.connect.server.com
Email Address []:

Please enter the following ‘extra’ attributes to be sent with your certificate request

A challenge password []:
An optional company name []:
—–

Use the name of the connect server domain name as Common Name (CN).

The fields optional company name and challenge password can be left blank

Your CSR would now have been created on C:\openssl\bin . Open the server.csr in a text editor and copy and paste the contents into the trusted Certificates Issuing Authority (CIA) ( like verisign , thawte) enrollment form where you are requesting the SSL certificates to be generated.

Once the SSL certificates has been published via CIA  you can use it as SSL certificate file along with the key file myserver.key generated on step 3

Adobe Connect Stunnel prompting for passphrase when server/services restarts

PROBLEM -: Whenever the connect server is restarted , I cannot open the login page/meeting room stuck on connecting bar.

I have migrated/installed the SSL configuration to stunnel , When i start stunnel service , it prompts for passphrase

SOLUTION -: It looks like the key file has the passphrase and it needs to be removed.

1. Make sure that the S-Tunnel executable has been installed as a windows service and is set to automatic.

You can install the stunnel as windows service as per the steps below

Open command prompt and change the current prompt to stunnel directory as – cd C:\Breeze\x.x.x.x\stunnel

stunnel.exe -install

2. If you have a passphrase on your SSL certificates , Remove it using openssl command

You can download openssl from here openssl

To install openssl , follow the steps 2,3 and 4 from kbdoc http://blogs.adobe.com/connectsupport/generating-self-signed-certificates-for-adobe-connect/

3. Open Command Prompt and execute the command

cd C:\openssl\bin

openssl rsa -in certificate.key.current -out server.key.new

4 . The above command looks for certificate.key ( exsisting SSL key file) , removes the passphrase and generates the new key file server.key.new

5. Copy the server.key.new file , rename it according to the existing key file name convention under stunnel folder.

6. Restart the stunnel service to verify that the key file does not prompts for passphrase.

 

Generating Self signed certificates for Adobe Connect

PROBLEM -: I want to generate self signed certificates for our internal testing purpose. I need to apply SSL certificates on my connect server

SOLUTION :-

Please note that Adobe does not supports self signed certificates on production enviroment.

This is for internal testing purpose.

1. Download OpenSSL , You can download it from here openssl

2.Extract it on C:\

3. Windows 7/vista users might have to gain/allow the administrative rights prompt to extract/copy the files on C:\ , Alternate is to copy the openssl.zip file on any other location , unzip it and copy the extracted openssl folder on C:\

4. Make sure that the openssl.exe is located on C:\openssl\bin folder

5. Open command prompt and execute the command

cd C:\openssl\bin

openssl.exe req -x509 -nodes -days 365 -newkey rsa:2048 -keyout meeting-domain.com.key -out meeting-domain.com.crt

Provide the following information while generating the certificate files

Country Name

State/Province Name

Locality Name

Organization Name

Organization Unit Name

Common Name 

EMail Address

 

I have attached a screenshot for reference , Make sure that you provide the exact domain name of your connect server on common name information as highlighted in screenshot as well as in above step

 

When the process is completed , This would generate two files on C:\openssl\bin named as -:

meeting-domain.com.crt      –> Certificate file.

meeting-domain.com.key    –> Key file.

 

These two files (Certificate and key file)  are self signed SSL certificates and can be used to secure either the meeting connection or application server having the domain name my.connect.server.domain.com  as per the screenshot or as per the common name provided by you.

You can follow the SSL KB Doc to configure the SSL certificate/key file on your Adobe connect server

 

Adobe Connect SMTP timeout

PROBLEM -: E-mail sending completely stops and fails with the following  lines on debug.log :

[07-24 10:30:36] sche (INFO) Scheduler Sending Email
[07-24 10:30:36] sche (ERROR) Scheduler Aborting email action 56620 because SMTP is not configured.
[07-24 10:30:36] sche (INFO) Scheduler Sending Email
[07-24 10:30:36] sche (ERROR) Scheduler Aborting email action 66955 because SMTP is not configured

As a wokaround to  fix the issues you simply log into the server console , go into the section, and click save again to have emails start working again but after somedays the issue resurfaces

SOLUTION -:

1. Check the custom.ini file has the following parameter -:

SMTP_HOST=your-smtp-server-domain

Replace your-smtp-server-domain with the domain name/IP of your smtp server.

2. Add the following additional lines on custom.ini

SMTP_CONN_TIMEOUT=110000
SMTP_IO_TIMEOUT=110000

3. Restart the connect services to apply the changes

Conference IVR does not accepts the conference codes.

PROBLEM -: I have enabled Universal voice feature on my Adobe connect server , when i dial into the audio conference bridge (using test dial-in steps), pass the audio conference code , the IVR prompt doesnt realize the conference codes and prompts to re-enter the conference code.

When i dial the same conference bridge using my base phone/mobile and pass the audio conference code , IVR accepts it.

SOLUTION -: Try to replace the SIP gateway/provider/vendor with another vendor which supports DTMF mode RFC 2833.

When you pass the conference code Adobe connect FMG (Flash Media Gateway) sends out DTMF tones to the the remote SIP gateway.

Adobe connect supports only RFC 2833 standard mode of DTMF communication. It seems that the remote SIP provider is not supporting this mode and the conference code send out as DTMF tones by FMG to the audio conference bridge is failing due to non supportive DTMF media (RFC 2833 standards) by the SIP gateway/provider.