Posts in Category "Events"

Connect on-premise: Event Emails may fail to be sent.

This is specific to Connect on-premise installations with Events and with SSL configured for the Event service.


When you create a new Event there are a bunch of different email notifications available, including confirmation of new registrations, event reminders, thank you notes etc.
These emails are created from email templates that the Connect application server needs to download from the CQ publish server before they’re sent out.

If you have the CQ service configured with SSL the Connect server needs to trust the certificates you configured on the remote CQ publish host, otherwise it will fail on the template download and you will get a log message as below written in the debug.log on your Connect server:

[03-21 08:37:52,983] cqEmailer0 (INFO) 1ms spid:197 fetch com.macromedia.breeze.model.CQTemplate(“84457”)
[03-21 08:37:52,990] cqEmailer0 (INFO) Error while fetching template from CQ: PKIX path building
failed: unable to find valid certification path to requested target
[03-21 08:37:52,990] cqEmailer0 (ERROR) Exception thrown PKIX path building failed: unable to find valid certification path to requested target

To fix this, import the SSL certificate of your CQ publish server to the Connect server keystore.

On the Connect server, open a command line and change to this directory:   <drive>:\Connect\9.x\jre\bin\

The command to import the certificate is as follows (of course replace c:\pathToCertFile\cert.crt with your own path and filename). Also, make sure the path to the keystore is correct for your environment and version of Connect.

keytool -importcert -trustcacerts -alias connectcerts -file c:\pathToCertFile\cert.crt -keystore c:\Connect\9.x\jre\lib\security\cacerts


(If you are using intermediate certificates, you can import the whole chain as one single .crt file).




New Adobe Connect Support Blog Subscription Option

Now you can stay on top of the new articles and posts by subscribing to the Adobe Connect Support Blog. Simply go to the Adobe Connect Support Blog home page and enter your email address and check off the categories about which you would like to be notified. Click “Subscribe me” and you will begin receiving  regular updates:




Event Reminder schedule might appear incorrect if Event details are not saved properly

Brief Description  :

Sometimes you might notice upon Duplicating an existing event or if you want to modify the date and time of an existing event, the Email Reminders/Custom Triggers do not operate correctly or show incorrectly scheduled to be sent to users.

Environment :

Connect Hosted/Licensed Events

Steps : 

1)   Create a Duplicate Event from an existing event or modify the Date & time of an existing event.


2)   Click on Duplicate Event button. You are presented to the next screen for editing any other information about the event or just keep it as it is.

3)    Always ensure to scroll down to the bottom of the Edit Information page and click the Save button to save the information for the new Duplicate event



4)    Once this page is saved, the event is fully created and its record gets associated in the database with other attributes.

5)    After this go ahead and verify any Email Triggers and Reminders that you expect to be setup for the new event

6)    The Email Triggers should reflect the reminder timings according to the new time of this event, in case you find any information incorrect, try to Customize the Event reminder/trigger and change the information per your requirement.



7)    Finally save the Event Reminder/Trigger to reflect the appropriate timings and settings.

In case you miss the 4th Step of this process, i.e skip the Save button on Edit info page as it needs to scroll down and might not always be directly visible, you may notice unusual incorrect schedule for your reminders and triggers, like below.



8)    Hence it is very important to save the event first after duplicating and then do verify all your Reminders to make sure they are correctly setup.

9)  Publish the event after these steps.


For any queries or information, feel free to contact Support team.


Estimating Bandwidth Consumption in Connect Meetings:

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.

Screen Share:

Screen Share Frame Rate Quality Bandwidth
Low 2 65 500
Medium 4 80 800
Standard 6 90 1200
High 8 100 2000


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 Without UV With UV
<4 22 kHz 22 kHz
>=4 11 kHz 8 kHz

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.

Webcam video:

Webcam Video Frame Rate Resolution Quality Bandwidth
Normal Widescreen
Low 4 160×120 214×120 70 200
Medium 4 320×240 427×240 70 300
Standard 8 320×240 427×240 70 300
High 20 640×480 854×480 90 600

Emails fail to send and keep returning to Pending status

Problem Overview :

There have been some important instances described in this article to prevent issues sending emails from Adobe Connect Events module :

I’m just describing here another instance we noticed recently which might result in similar issue with events module or any other module in Connect.

If you’ve followed all the information in the above article, you may want to review this to see if you might be running something similar to below.


Environment : Adobe Connect Hosted (may affect On-Premise deployments as well)

Version : All

Behavior when issue occurs :





Reason Behind the behavior :

Check if your account is in active state at the moment and it might not have eventually reached expired state. If the account gets expired, all Adobe Connect Administrator users would get a similar notification as below upon first time logging in. Contact your Adobe Connect administrator for a confirmation.

The accounts which get expired, do remain in activated state for some time, however with limited functionality. Some account features like meetings/contents remain accessible for the users, however some functionality like emails are limited to only active accounts.




Errors which might be noticeable in logs :

The requests on the server side might show partially complete status(‘C’), however should also be linked with Interrupted (‘I’) or Bounced  (‘B’) status.

[08-11 05:48:35,013] cqEmailer0 (INFO) doCQEmails: processing Action - Action Id:1393368804, Type:notification, Status:new, Scheduled Date:Tue Aug 11 05:15:00 PDT 2015
[08-11 05:48:35,027] cqEmailer0 (INFO) 3ms update com.macromedia.breeze.model.Action("1393368804",Tue Aug 11 05:48:36 PDT 2015,"C",40)
[08-11 05:48:35,017] cqEmailer0 (INFO)  2ms update com.macromedia.breeze.model.Action("1393368804","I",40)


Resolution : 

Contact support or your reseller to get your account renewed or extended for the functionality to work.


Event Template does not show data, blank white page appears

Event template, Event catalog or Email template doesn’t load in iFrame rather gets displayed as blank white page.

When we click on Event Management -> Event Template or Event Catalog or Email Template, we get a white page in the area where the Event Template data should have been visible.

This issue occurs if Adobe connect is running on SSL (HTTPS), however, CQ is not running on SSL. Hence the data coming from CQ is not secured. When secure and unsecure data is received by the browser over a secure connection, it is called Mixed content. Every browser has a setting where it usually blocks mixed content i.e. un-encrypted data coming from CQ gets blocked.

The page usually appears as shown below:

Event Template does not show any data

You may also get a prompt depending on the settings of Internet Explorer.

Internet Explorer 7 or earlier

Display Mixed content IE_Old

Internet Explorer 11

Prompt to display Mixed content

Prompt to display Mixed content at Bottom of Page



It is possible to change this behavior of a browser where it allows mixed data and displays data sent without securing it over a connection which is secured using SSL.

Below steps allow us to modify this behavior:

Internet Explorer:
Internet Option -> Security -> Custom Level -> Display Mixed content -> Enable;

Enable Mixed Content in Internet Explorer

Google Chrome:
Click the shield icon on top right -> Click “Load unsafe scripts”;

Enable Mixed content in Google Chrome


Mozilla Firefox:
Click the shield icon on top left -> Under “Insecure content” -> “Disable protection for now” ;

Enable Mixed content in Mozilla Firefox

These are the basic steps to fix this problem. Depending on the permission on the account, you may or may not be able to make these changes.


Correctly configuring CQ Externalizer service for using Social Media Plugins

Problem Description :

If you are running into the issue as described in this article, , and you have the Adobe Connect server hosted on your own premises, you may review the below setup to ensure the CQ Externalizer service is setup properly :

Environment : On-Premise Adobe Connect with CQ server

Steps :

1) On your CQ author server, goto {ServerName}:{Port}/system/console/configMgr/

2) Check if author and publisher domains are correct. Snapshot of how the setup is on my server :


3) Repeat the same steps on the CQ publish server

Additional Information  :

This is a known issue and currently under investigation by our Engineering. Please track this page for latest updates.

Cannot Tweet using Social Plugin from Event Info Page

Problem Description:  

When an event host or an event manager clicks on the “Tweet” button in an event information page the link generated for the tweet has character more than 140 and hence the host cannot tweet.

Below snapshot describes what we see when we try to tweet.

Hit on the tweet button marked yellow in the  snapshot below.


When we click on tweet below is what we see:



Reason Behind this behavior :

This is a known issue with us and Engineering is currently investigating the root cause as per the current status.

Environment : Adobe Connect Hosted with Events


Below is the possible workaround that users can utilize while the bug is under investigation with us :

A) Go to the event template you are using, Click on tweet.

A pop window will appear with a auto generated link, delete the link that is generated.




B) Copy the event info url link from the event information page and place it in the twitter pop-up window.


Note :

If you are running into this problem on your own on-premise Connect-CQ setup, please visit this article to find out the steps that can be applied on your server to fix this :


Resetting your Event templates from CQ in Adobe Connect

Upon a few customer requests, I’m outlining the steps via which you can reset the Event templates that you use in Adobe Connect.

Steps  to be Followed :

1) Login to the Connect application and goto Event Management > Event Templates

2) Choose your template and select Edit Template











3)  Click on the Reset Template option from the CQ5 toolbox












4)  Select the template which you would like to choose as the base template. Your modified template would show up like the base template layout after the change, so be careful in choosing the base template.












5)  Click on Reset Template button and your template layout would get reset to the base template chosen in above step.


Precautionary Note  :

Please ensure any customizations that you are making, should be done in your own custom templates. It is not recommended to make changes to the default system templates. You should also be careful if you have already modified your default templates and you would like to reset them.

It is best to avoid resetting default templates but rather make your own templates and modify them as per requirement. Resetting the Default templates might have unexpected effect on the templates and we might not be able to revert the changes or correct the damage.



Connect Meeting or Event Email is not received by Gmail Users

Meeting invitation emails are not received by users of Gmail.

Adobe Connect version – 9.3 and above
Email domain- Gmail

There are a number of reasons why Connect email messages may not arrive in your inbox. Some of them are mentioned below:
– Emails from domain ‘’ are marked as SPAM
– Filters are created in the GMAIL account settings forcing the Meeting invitation emails sent to Trash and deleted automatically.
– Forwarding is enabled in GMAIL account Settings > Forwarding and POP/IMAP.

Check to make sure that GMAIL is not blocking Connect email:
1. Ensure email from domain ‘’ are not marked as SPAM:
   -Sign in to Gmail.
-Click the down arrow in your search box. A window appears to specify your search criteria.
-Fill in the search field with email address ‘‘.
– At the top of the search window, click on the drop-down menu under “Search”> select Mail & Spam & Trash.
– Click Search Mail button.
-Look for the message in the search results displayed.

2. Disable Forwarding or if it is enabled, then ‘Keep Gmail’s copy in the inbox’ is selected:
   -Sign in to Gmail.
-Click the drop-down arrow of the wheel icon 5 >Click settings > Click ‘Forwarding and POP/IMAP‘> Click the radio button ‘Disable forwarding‘.

-Note: If ‘Forward a copy of incoming mail to‘ is selected, then select ‘Keep Gmail’s copy in the inbox’



-Click 8 button.

3. Ensure that if POP is enabled, then ‘Keep Gmail’s copy in the inbox’ is selected:
   -Sign in to Gmail.
-Click the drop-down arrow of wheel icon 5 >Click settings > Click ‘Forwarding and POP/IMAP‘> Click radio button ‘Disable forwarding‘.
-UnderWhen messages are accessed with POP‘ select ‘Keep Gmail’s copy in the inbox’
4. Ensure there are no filters created in the GMAIL account settings forcing the Meeting invitation emails sent to Trash:
   -Sign in to Gmail.
-Click the drop down arrow of the wheel icon 5 >Click settings > >Click ‘settings‘ > Click ‘Filters’.
-Select any Filter created with the email address ‘‘> Click Delete.