Posts in Category "General"

Using the Connect Meeting Whiteboard on Mobile Devices

Whiteboard features on Mobile are not OS dependent, rather, they are device dependent. While whiteboard content display is available on phones, whiteboard authoring is supported on tablets.  This is completely independent of the OS and applies to both iOS and Android.

The screen size is the primary mitigating factor; traditionally even the best phones have been too small to be used for effective whiteboard authoring: Pixel dimensions and resolution on phones have limitations that do not affect tablets. More specifically, while smartphone users can view the markup objects drawn by both tablets and desktop users, the following editable whiteboard feature are available on tablets:

  • drawing with the pencil tool or pen
  • the arranging object tool
  • the rectangle, ellipse, star and cross
  • the highlighter
  • move objects
  • delete objects
  • advance slide
  • undo
  • hide/unhidden menu
  • the line tool
  • single arrow, double arrow and 3D arrow
  • check mark

Note: The green pointer must be enabled by the Host on a computer. Mobile devices can display the green pointer.

Duplicating an Adobe Connect AEM-based Event

Here are some troubleshooting tips that will help you if you see problems when attempting to duplicate and an Event:

Request Not Processed –

rnp

You will find this error message pattern in the log files:

[10-20 16:44:33,196] https-8443-4987 (INFO) Exception thrown

java.io.FileNotFoundException: \\connect.mywildurl.com\ACPwurlprod1\content\65123440\766567822-1\output\.snapshot\CONNprod1_2014-09-09_08-00\cutest_pygmy_goat.jpg (The system cannot find the path specified)

The first thing to do if you see the message “Request Not Processed” is to:

  • Go to the event
  • Re-upload the images for that event
  • Then try to duplicate it again

You may look in the log files for the following error message pattern if the problem persists but that will most certinaly solve it:

Keep in mind also that when duplicating an Event, even though the email options for any Event allows you to customize and save iCal email messages for Email Templates, nevertheless upon duplicating an Event there is only certain information that is copied/duplicated and customized email templates are not included.

Note also that duplicate Events are handled as new events in the database; there is not any specific flag that differentiates duplicate Events from original Events.

Flash Player Crashes in Meetings in Safari or Firefox on Mac when Volume Keys are Invoked

Flash Player Crashes in Meetings in Safari or Firefox on Mac when Volume Keys are Invoked

This issue is resolved in Flash Player version 15.0.0.189 scheduled to be released on Oct.14th

The following configurations are among those affected:

  • MacBookPro Retina 2012
  • OSX 10.9.5 and 10.9.4
  • Flash Player 15.0.0.152
  • Safari 7.1 (9537.85.10.17.1)
  • Firefox 31.0

In the mean time, prior to the release of the fix, there are two workarounds:

  • Don’t use the volume keys on the MAC when in a Meeting in the Flash Player
  • Use the Connect Meeting Add-in to join Meetings instead of the Flash Player

Make Certain that Content is Replicated Across All Servers in a Connect Cluster

Occasionally a specific piece of content may be intermittently available in a cluster. It could be Presenter or Captivate published on-demand content or even content within a Meeting room. Sometimes in these cases, the content published on one server is not replicated to all servers in the cluster. There are a few quick things to check:

First: Note that with Adobe Connect 9, the installer includes a cluster option. If you begin with a single server installation and expand later to a clustered environment by adding a server or servers, you will need to manually make the following change in the /appserv/conf/server.xml file in order to enable communication over port 8507 among clustered servers. It is prudent to double check this in the server.xml file after installing even if the cluster option was selected during installation:

<Executor name=”clusterThreadPool”
namePrefix=”cluster-8507-” maxThreads=”150″
minSpareThreads=”5″/>

<!– Define a non-SSL HTTP/1.1 Connector on port 8507 –>
<!– Used for HTTP access for intra-Cluster communications. –>
<!– Equivalent to JRun CLUSTER_PORT –>
<!– Uncomment for clustered deployments
<Connector port=”8507″ protocol=”HTTP/1.1″
executor=”clusterThreadPool”
enableLookups=”false”
acceptCount=”100″
connectionTimeout=”20000″
URIEncoding=”utf-8″/>

Second: Test the 8507 port communications on each server: From a command prompt on each server, type netstat –an|find “8507” and check to be sure that 8507 is active and listening on each.

netstat -an|find “8507”

netstat.fw

Use telnet to test connectivity on  8507 between Connect servers. Use telnet to check both IP and machine-name as well.

telnet server-machine-name 8507

telnet 8507.fw

Note: The machine name appears to the left of the FQDN under the Connect Servers Setting on port 8510 locally on any server in the cluster; here I have artificially designated them as server1 and server2.

serversettings

Be sure to check telnet connectivity from and to every server in the cluster:

telnet 8507.fw

If the IP works with telnet and the machine-name does not work, it may be necessary to add entries in DNS or add hosts files to each server:

etc-host.fw

Check the software-based firewall on the server to see if it is potentially blocking replication traffic:

netsh firewall show config

firewallsftwr.fw

win-firewall-svc.fw

Note: Connect does not support dual stack ipv6 and ipv4 on the same server.

Note: If problems are noticed in the Meeting rooms, check port 8506; it is used for Meeting communication among the servers.

Third: Examine the Connect logs: Look first in the debug.log under the \logs\support directory and search on the string: cluster-  If replication is taking place, you will see this repeating cluster- entry logging the replication activity. Absence of these log entries will indicate that replication is not working:

[10-1 12:00:00,009] cluster-8507-630 (INFO) CLUSTER Sent file: \7\xxx-xxxx\fcs-meeting\public\all\224_XXX_4.fso 9978 bytes 12 ms 6371 kbps to: server1

cluster-debug.fw

Check for any error messages in these replication log entries. Search also for the word lucene. If you see a preponderance of lucene lock errors, contact Adobe Enterprise Support: entrsupp@adobe.com and provide a log snippet to expedite diagnosis.

Also check the error.log files for the entry  CLUSTER_CON_BROKEN

2014-10-02 15:28:48 “Server server1 unable to reach server2 on port 8507 to perform cluster operations.” CLUSTER  CLUSTER_CON_BROKEN

Fourth: Check the timing of active anti-virus scanning of the content directories \content\7\ on each server; compare the directory sizes on each server to see is there if a significant size delta. Antivirus software can impede replication in manner that is not uniform across servers; active scanning of the content directory during replication may lock the content files. Active scanning after hours or during a window when publishing is unlikely is prudent.

Fifth: Check the updater page. Make sure you are on the latest patches servers-side. http://helpx.adobe.com/adobe-connect/kb/connect-90-patches.html Keep in mind that 9.2 is a full installer and not a patch. For full installers, use LWShttps://licensing.adobe.com

These steps will solve most replication problems that you encounter. If problems persist, contact our  Enterprise Support Team.

Avoiding Inaccurate Completion Reports when a Meeting is Part of a Curriculum

When a meeting is part of an Adobe Connect Curriculum, a trainee can click on the Meeting and complete the Meeting task prescribed in the Curriculum prior to the Meeting taking place.

curr-mtg.fw

 

One way to help manage this is to choose the Meeting options to block Meeting access illustrated in the screen captures below:

block-mtg.fw

 

block-in-mtg-menu.fw

block-in-mtg.fw

The Meeting access options may be inconvenient to use, so here is another option to add a Meeting to a curriculum, while at the same time restricting the ability for a trainee to complete the Meeting task prior to the Meeting taking place:

Step one: The first step is to set a date and time under the Meeting properties. Make sure the date and time correspond to when the Curriculum task takes place. Note that this date and time has no effect on when the Meeting can be used. It is strictly an administrative tool to help with Meeting invitations and has no effect on when the meeting can be opened, Meeting persistence, etc. In this example I have set the meeting to October 22, 2014 at 12:45 for 1 hour:

meeting-date-time.fw

meeting-date-time-1.fw

 Step two: Download and unzip the Meeting Curriculum Wrapper: https://platinum.adobeconnect.com/lmfc/default/launchMeetingInCurriculum.zip

Note that it is zipped twice to facilitate download:

cur-unzipped.fw

Step three: Identify the Meeting sco ID from the Meeting that you wish to add to the Curriculum and copy it to the clipboard:

The Meeting SCO is in the Meeting URL:

meeting-sco.fw

Note: You can also see the Meeting sco ID by pasting ?mode-xml at the end of the Meeting URL and reading it from the output:

meeting-sco1.fw

Step four:  Edit the index.htm in the unzipped LaunchMeetingInCurriculum folder by pasting in the Meeting sco ID from the Meeting that you wish to add to the Curriculum. Use your favorite text editor such as notepad or textpad. Where the index.htm reads,  Enter the SCO of the Meeting, Virtual Classroom or Seminar var meetingScoID_str = ‘1660065186’; change the default Meeting sco ID, 1660065186, to the Meeting sco ID of the Meeting that you wish to add to the curriculum, in the case of my example here, the Meeting sco ID is: 502114549. Be sure to save the changes:

index-sco.fw

Step five: Zip all the edited contents of the LaunchMeetingInCurriculum folder and rename it to represent the Meeting that you wish to add to the Curriculum. This will help you identify it and differentiate it from other Meetings with which you use this wrapper:

zip-contents.fw

zip-contents1.fw

Step six: Upload the edited zip file to the Adobe Connect Content Library:

upload.fw

upload1.fw

upload2.fw

Step seven: Import the wrapper from the Content Library into the Curriculum:

curr.fw

Note: Import options; the wrapper is Content and points to the Meeting:

curr1.fw

curr2.fw

curr3.fw

curr4.fw

Step eight: Test the Curriculum item; unless the time and date coordinate with the actual Meeting schedule, the pop up will deter the trainee from gaining premature access to the Meeting and skewing the Curriculum completion report:

curr5.fw

 Conclusion: With proper management and administration, an Adobe Connect Curriculum accurately measure the progress and completion of trainees. There are two ways to prevent a trainee from completing a Meeting curriculum task prior to the meeting taking place, the first is to block access to the Meeting and the second is to use the Meeting Curriculum wrapper.

Set pod in meeting to full screen

Adjust Adobe Connect Share Pod View (Full Screen, Scale to Fit and Zoom)

When you are viewing an Adobe Connect session as a participant, you can adjust the size of the image you see from the Host’s shared desktop or application.

When you are in an Adobe Connect meeting and a host or presenter is sharing their desktop or an application, you have some options that will control how large their shared content will appear to you.

In the upper right corner of the Share pod, beside the Full Screen button, you will see to two more buttons. These two options are also available through the Pod Options menu when you click on Change View menu.

  • Scale to Fit – The Scale to Fit view is the default setting for Adobe Connect. This view will display the entire screen image within the Share Pod. With this view, you have easy access to the Chat Pod. You can watch the screen; then comment or ask questions in the Chat Pod. On the downside, depending on the resolution of the monitor being broadcast, the ‘Scale to Fit’ image may be hard to read.
  • Zoom – The Zoom view will allow you to see the host or presenter’s screen at the full resolution, inside the Share Pod. This will make the content look larger and clearer, but may result in the need for you to use scroll bars to see all of the content being shared. Like the Scale to Fit view, With this view, you still have easy access to the Chat Pod.

5

Full Screen Toggle

In addition to the Scale to Fit and Zoom options, you also have a Full Screen view available using the Full Screen button, found in the upper right corner of the Share pod.

The Full Screen view allows the host or presenter’s screen to fill your screen. This is the best view for “watching” a presentation. On the downside, if you plan to interact with the instructor, the Full Screen view will hide the Chat Pod. To exit out of Full Screen, click the Full Screen button again (it’s a toggle button). You can now view, comment or see questions and answers in the Chat Pod.

NOTE: Due to a Jan 2013 upgrade, a new feature has been added. Hosts and Presenters can turn on a Force Presenter View which will disable the Full Screen button and have it not show in the Share Pod.

6

Test meeting connection

Adobe Connect provides an online Connection Test for troubleshooting connection problems with your Adobe Connect Meeting. This utility tests the four key components for a successful meeting experience:

  •  Flash Player version
  • Network connectivity to the Adobe Connect Server
  • Available bandwidth
  • Acrobat Connect Meeting Add-in version

1

You can access this utility inside the meeting room by choosing Help > Troubleshooting. You can also access the test at the following URL:  https://admin.acrobat.com/common/help/en/support/meeting_test.htm.

In the Adobe Connect Connection Test, if you are getting a fail on step 2:  Adobe Connect connection test: unable to connect.

2

This means that there is no communication between your computer and the Connect server.

If you want to see the details of what happened, click on Send Results and then the Details… link.

There is likely a firewall setting, or something similar, that is preventing the one computer for communicating with the Connect server.

Adobe Connect requires suitable connectivity from each user to the server. Adobe Connect can accommodate different bandwidth levels such as modem, DSL, and LAN. But each type of connection requires a certain minimum for acceptable performance.

3

In addition to the throughput on any given type of connection, there are other factors that can affect the overall bandwidth of each connection. These factors include firewalls and proxy servers.

Adobe Connect presentations are normally delivered as HTTP data on port 80, while meeting audio and video streams are delivered as RTMP data on port 1935. When users are inside a corporate firewall that blocks these optimal ports, Adobe Connect uses fallback mechanisms to deliver RTMP data on ports 80 and 443. This fallback technology is called tunneling. This tunneling mechanism results in additional overhead that impacts overall throughput and the end user experience.

If the Add-in is not installed, then trying to share your screen or a PPTX file in a meeting results in a prompt to download and install the Add-in (or “Lightning download”). The Add-in can also be installed manually before a Meeting. The Add-in is not required to be a Host or Presenter. Even if the Add-in is installed, Flash Player is still required to start or join a meeting.

4

 

The Adobe Connect Add-in is a specialized version of Flash Player, required for the following functionality in an Adobe Connect Meeting Room:

  • Screen sharing
  • Offline recording (FLV format)
  • Share a supported file by dragging it into a share pod
  • Enhanced Audio and Echo Cancellation
  • Sharing PPTX files

Cannot find recording

Issue: Not able to find the recording

Resolution:

1. If you know the name of the meeting and you have not moved the recording or deleted the meeting

  • Click on the MEETING tab
  • Go to your meeting
  • Under recording tab you will find the recording

r1

2. If you know the name of the recording

  • Search the name in top right corner search box

r1.2

  • You will find the recording

r2

3. If you only have the recording url

  • Append the url with “?mode=xml”

 r3

  • You will find a number called Sco-id which is surrounded by the red rectangle in the above picture
  • Copy the number
  • Now go to the meeting tab and click on the address box you will find the sco-id over there replace that sco-id number with the sco-id number of recording and hit enter

r4

  • You will find the path of the recording as shown below

 

 r5

 

 

  • Follow the path to find the recording

 

 

In Connect Meeting, Clicking “Don’t show this dialog again” has no Effect on the Tips Dialog

Issue: Upon startup, Tips for using Adobe Connect for Hosts is displayed. After clicking on “Don’t show this dialog again” and dismissing the dialog, the next time Connect is launched the dialog is again displayed.

dialog.fw

This is caused by a problem storing the changes locally available to flash applications on client machines. Here are workaround steps:

  1. Open the connect meeting in the IE/Firefox. You can append launcher=false to the meeting URL to open it in browser: <url>/?launcher=false
  2. Right click on the meeting and select Settings; the  flash dialog GUI will appear:

flash1.fw

3. Click on the folder icon:

flash2.fw

4. Check that the variable for storage is allowed and is greater than 0 (make sure the slider is not all the way to the left) and also check to see if the Currently used variable is equal to the allowed value.

5. If the Currently used variable is showing 0 then close this dialog and again right click on meeting and open the Global Settings. The following dialog will appear:

flashglobal.fw

6. Click on Local Storage Settings by Site:

flashglobal2.fw

7. Make sure that the Adobe Connect server is listed there and it is allowed as depicted in the third column. If it is not allowed, then allow it using the drop-down menu.

Here are some additional references that may be helpful:

http://www.macromedia.com/support/documentation/en/flashplayer/help/help02.html

http://helpx.adobe.com/flash-player/kb/disable-local-shared-objects-flash.html

http://help.adobe.com/en_US/FlashPlayer/LSM/WS6aa5ec234ff3f285139dc56112e3786b68c-7fff.html

Video pod missing from Pods menu in meeting room

Issue: Video pod missing from pod menu in meeting room.

Description:

Create a new meeting room.
Launch the meeting room and click on Pods.
Under drop down you will see that video pod is missing.

1

Reason:

There is a feature id = 9 in PPS_ACCOUNT_FEATURES table in database. Check the table and find whether row with Feature_ID=9 is listed.

Resolution:-

Open the table PPS_ACCOUNT_FEATURES and look for feature_id=9.

2

Delete the entire row.

3

 

Restart the connect service and flash media server.
Create a new meeting room and video pod should be listed under Pods menu.

Note: This resolution only applies to On-Premise accounts.