This article applies to on-premise and managed ISP Connect users. It does not apply to multi-tenancy hosted or ACMS.
On rare occasions it may be necessary to change the serial key in Adobe Connect. Here are the steps:
- Navigate to: \Connect_installation_directory\appserv\conf\config.ini and change the value of SERIAL_KEY= to reflect the new serial number
- In \Connect_installation_directory\custom.ini, if there’s a serial key value listed (SERIAL_KEY=), replace it there as well.
- Using MSSQL Studio Express (or your choice of SQL editing options), view the serial key currently being used by Connect by running this command: SELECT * from pps_accounts WHERE name=’Enterprise Account’
- To get Connect to accept the new license you must change the serial key that is currently in the database by running this SQL command: UPDATE pps_accounts SET serial_key = ‘NEW_SERIAL_NUMBER’ WHERE serial_key = ‘OLD_SERIAL_NUMBER’
- Restart the services: Application Server (Connect) and the Meeting Server (AMS or FMS depending on the version of Connect)
- Open the Administration Console (port 8510 locally on any Connect server)
7. Go to License Settings and upload the new license file.
8. Restart the AppServer (Connect) and the Meeting server (AMS or FMS depending on version) again and the new license file will be applied
Troubleshooting: If there are any problems, do the following to troubleshoot:
- Shut down the Connect and AMS or FMS Services
- Open and verify \Connect_installation_directory\appserv\conf\config.ini and update the entry for SERIAL_KEY
- Open and verify \Connect_installation_directory\custom.ini and update the entry for SERIAL_KEY
- Open SQL Server and choose the Connect database and run the following script (replacing the text as appropriate):
“Input New Serial Key Here” with the New Serial Key but leaving the quotes.
DECLARE @NEW_SERIAL VARCHAR(32)
SET @NEW_SERIAL=’Input New Serial Key Here’
SET VALUE = @NEW_SERIAL
WHERE SECTION=’cps’ AND NAME=’serial_key’
SET SERIAL_KEY = @NEW_SERIAL
SET LICENSE = @NEW_SERIAL
WHERE HOST_ID > 0
- Start the Connect and FMS services
Problems will ensue when the license is reducing the allowed usage of Connect (if you are downsizing) and you leave an overage in place. For example, if you have 100 meeting hosts assigned, and you are changing to a license that only allows 50 named meeting hosts then when you apply the license you will get an error unless you have reduced the number to accommodate the new licensed restriction.
On-premise Connect customers running version 9.5 who do not have the Webinar option enabled will see an error when trying to move meetings via the GUI in Connect Central:
This will be fixed in an upcoming release and in the meantime we have two workaround options:
From 9:05 to 10:30 AM MST, all Adobe Connect customers hosted on NA1 would have been unable to login or use any Connect related services. This has been repaired and customers are now able to login
UPDATE: THIS ARTICLE IS FOR XML API DEVELOPERS ONLY. If you are not using the XML API with Adobe Connect to write your own custom built applications that integrate with Adobe Connect, please do not worry about the message below as it will not apply to you.
Due to the growing popularity of Adobe Connect, more and more customers rely on Adobe Connect for their collaboration needs and this naturally requires that we make adjustments to accommodate the growth. We want to make you aware of an upcoming adjustment to the ID values in Adobe Connect databases to support longer values which will accommodate growing customer use of Adobe Connect.
What is being changed?
Starting with release 9.5.2, Adobe Connect will migrate the ID values in Connect databases from INT to BIGINT/Long.
What is the impact?
This change will impact any applications using Adobe Connect Web Service APIs.
How will Adobe Connect Web Service APIs be affected?
The change is for those APIs which consume/return id values i.e. which have a parameter in request/response which is an Id. (examples: sco-id, account-id, folder-id, etc). The id fields in such APIs would return/accept larger values. The support and behavior of existing APIs remains same.
What does this mean for you?
In case you are interpreting ids as integers the new values might overflow. We strongly recommend using strings to represent id values. In case you still need to represent/store ids as a numeral please use integral data type with higher capacity. (Preferably 64 bit)
What is the timing?
We expect to release Connect 9.5.2 in the first quarter of 2016, so the change should be made as soon as possible in order to be ready prior to the release.
Estimating bandwidth consumption in Connect 9.x Meetings:
The following tables may be used for estimating the amount of bandwidth that will be required for a Connect Meeting based on the features used.
With reference to VoIP, it is independent of any settings. There is no metric comparable to frame rate or quality or bandwidth with VoIP; a single metric of micRate is used. Currently we use following values:
|Number of VoIP users
Note: In a simple test during which a song was played via VoIP for a single user, up bandwidth consumed was 44 kbps when the number of VoIP users was < 4.
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’
Find the actual location of the \appserv\keys\ directory and make sure the database points to it:
After updating pps_config, attempt to start the services and gain access to the console.
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):
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.
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.
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)