Posts in Category "General"

Connect 9.5 Edge Server Installation Instructions

Note: The upgrade installer described in this article below is deprecated. For instruction on the latest 9.5 installer, please see the following article: 9.5 Connect Edge Proxy Server Full Installer

Connect 9.5 server installation instructions:

  1. Create a folder <Installation_Directory>/950/edgeserver
  2. Download the Edge 9.5 (based on AMS 5) installer
  3. Run the self-extracting .exe file downloaded in step#2 to <Installation_Directory>/950/edgeserver
  4. Refer the following articles for deployment options:
    1. http://www.connectusers.com/tutorials/2011/06/edge_server_deploy/
    2. http://www.connectusers.com/tutorials/2011/06/edge_server_deploy2/
  5. Run <Installation_Directory>/950/edgeserver/win32/vcredist_x64.exe
  6. Run the following commands as administrator:
    1. cd <Installation_Directory>/950/edgeserver/win32AMSAdmin.exe -install
    2. AMSMaster.exe -install
    3. sc start amsadmin
    4. sc start ams
  7. Confirm that services “Adobe Media Administration Server” and “Adobe Media Server (AMS)” are running
  8. If services need to run using specific user credentials, then be sure to set the credentials in service properties and restart the services

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
(kbps)
Low 2 65 500
Medium 4 80 800
Standard 6 90 1200
High 8 100 2000

VoIP:

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
(kbps)
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

Login page doesn’t load post 9.5 upgrade

Issue: After upgrading the existing version of Adobe Connect to 9.5, login page doesn’t load

Environment: Adobe Connect License

Description: When we try to open the login page it just gets refreshed or throws an error below in the screenshot:

Login

In the debug.log file you will see the below error:

[10-28 00:26:41,151] http-80-21 (INFO) [*********************nu6qn:142.150.192.244] GET http://[Domain_URL]/admin?domain=Domain_URL
[10-28 00:26:41,157] http-80-21 (INFO) BaseServlet.keepSessionAlive(), extending session cookie
[10-28 00:26:41,163] http-80-21 (WARN) potential cross-site request forgery (CSRF) attack thwarted (user:test {user-id=878994, cookie=breezbreezkvga2ffczirnu6qn, account-id=7, ip=X.X.X.X}, ip:X.X.X.X, uri:/admin, error:tokenFromCookie is missing, tokenGeneratedFromCookie:null, tokenFromRequest:null)
[10-28 00:26:41,170] http-80-21 (INFO) [*********************nu6qn:142.150.192.244] GET http://[Domain_URL]/
[10-28 00:26:41,178] http-80-21 (INFO) [*********************nu6qn:142.150.192.244] DONE total: 8ms, queries: 2ms, conn: 0ms, xsl: 0
[10-28 00:26:41,184] http-80-21 (INFO) [*********************nu6qn:142.150.192.244] GET http://[Domain_URL]/admin?domain=[Domain_URL]
[10-28 00:26:41,192] http-80-21 (WARN) potential cross-site request forgery (CSRF) attack thwarted (user:test {user-id=878994, cookie=breezbreezkvga2ffczirnu6qn, account-id=7, ip=X.X.X.X}, ip:X.X.X.X, uri:/admin, error:tokenFromCookie is missing, tokenGeneratedFromCookie:null, tokenFromRequest:null)

Solution:

The issue has been identified as a bug in 9.5. The bug number is #4072617. Till the time this bug gets fixed we have a workaround in place.

Replace the web.xml file at C:\Connect\9.5.0\appserv\web\WEB-INF with the one that gets installed with the installer. The file that gets installed with the installer is web.xml.install

Take the backup of web.xml.install file and replace it with the original web.xml file.

Note: If the environment has NTLM/SSO enabled, those settings need to be put again in web.xml file

Patch for Connect Mobile on iOS9

The previously existing workflows for installing Connect Mobile on iOS9 from the browser no longer work. A server-side Connect patch and an updated Connect Mobile application is required:

  • The server-side patch can be applied to any Connect 9 version except 9.5
    • Users on Connect9.5 won’t need the server-side patch
    • There in not currently a patch available for Connect 8.x servers
  • The Connect version, after the server patch is installed will have the following notation:
    • iOS9_Mobile_patch
    • View-able in the version.txt file on the updated Connect server
  • Users with older versions of Mobile application who have not upgraded to iOS9 will not need the patch
  • Adobe Connect hosted account holders need only update the client Mobile application to version 2.4.10 or higher

The Connect Server Patch and Updater page is here and contains the iOS9 patch: http://helpx.adobe.com/adobe-connect/kb/connect-90-patches.html

See the following reference: iOS 9 release date, features and news

Named Vs Concurrent Pricing Model

Problem: What is the difference between a Named and a Concurrent pricing model?

Environment: Hosted/Licensed

In order to understand the difference we present you with two different accounts having Named and Concurrent pricing models.

Named Host Pricing Model

As an example, I would take up the example of my local account. Below is the license information of my account.

We read the following information for a Named Host license.  In Named Host Pricing Model, you need to check two values.

  • Meeting Hosts
  • Concurrent Users Per Meeting

Named Host Pricing Model
Meeting Hosts:   5 / 5      (Consider this value as Mx)

Meeting Peak Concurrent Users:   Unlimited   (Soft Limit: Unlimited)
Concurrent Users Per Meeting:   100   (Soft Limit: 100)  (Consider this value as Mn)

Burst Pack Minutes (Total Used/Total Purchased):   0 / 0
(Balance:0 – Disabled)

Max meetings that can run simultaneously <= Mx

Total number of users who can enter in a meeting <= Mn

In this case Mx=5 and Mn=100

So you can run 5 meetings simultaneously with a cap of 100 users in each of these meetings.

So not more than 100 user can be present in any of these meeting rooms.

See this hierarchy:

Named_Host

Concurrent Attendee Pricing Model

For Concurrent pricing models we only consider ‘Concurrent Users Per Meeting’, since there is no restriction on how many concurrent meetings you can run.

As an example of the license info on my local account below :

Concurrent Attendee Pricing Model
Meeting Hosts:   16 / Unlimited  (Consider this value as Mx)

Meeting Peak Concurrent Users:   100   (Soft Limit: 100)  (Consider this value as Mn) 

Concurrent Users Per Meeting:   Unlimited   (Soft Limit: Unlimited)
Burst Pack Minutes (Total Used/Total Purchased):   0 / 0
(Balance:0 – Disabled)

Mx=Unlimited Hosts(There is no restrictions on number of hosts, hence not limiting the number of meetings you can run)

Mn=No of users who can join a meeting when counted together in all the active meetings.

Here Mn=100 and say we are running 5 meetings so In total 100 users can join.

User in Meeting1+Meeting2+Meeting3….+Meeting5<=100.

See this hierarchy.

Concurrent_new

Please Note : The above license limit values have been used here for demonstration purpose. Individual user accounts would have their own limits as per the license they have purchased.

Please refer our official document for complete information about these licensing models : 

https://helpx.adobe.com/adobe-connect/kb/named-host-license-update-faq.html

Please contact support if you have further queries on the same.

Not a valid email while creating a user for UN-Common email domain

Problem: Not a valid email error while creating a user for uncommon email domain

Description: Email validation discards the uncommon domain name

Method to replicate this problem

Step:1

Go to Administrations > User and groups > New users
2015-08-11 19_55_16-New User Information

Step:2

Fill the information for user and use the following email address abcd@org.world

Result: We will get an error message “Not a valid email address”

Expected:Connect should create a user.

Workaround

For Hosted Solution

1: Change the login policy , we need to go to Administration > User and Group > Edit Login and Password Polices and check “NO” on “Use e-mail address as the login”

login

2: Create the user without email.

2015-08-11 19_56_02-New User Information

Solution for On-Prem deployment

1: Download new version of Email Validator from here

2: Extract the files from ZIP and copy commons-validator-1.4.1.jar

3: Go to \Connect\9.3.1\appserv\web\WEB-INF\lib
Paste the commons-validator-1.4.1.jar
rename the existing commons-validator-1.4.0.jar to commons-validator-1.4.0.jar_old
rename commons-validator-1.4.1.jar to commons-validator-1.4.0.jar

4: Restart the connect service

5: Try creating user with .world domain it will work as expected

Additional Note: We identified this issue in 9.4 and logged as a bug #3988289 which has been fixed in Adobe Connect 9.5 version.

Troubleshooting On-premise Telephony SSL Handshake

The inability to save an audio profile is sometimes caused by a failure of the the ssl connection. Here is an example of a pop-up generated by an ssl handshake error using a telephony adaptor:

ssltel.fw

If the ssl handshake for a telephony adaptor connection fails, check the telephonyservice.conf file in C:\Connect\9.3.1\TelephonyService\conf

Backup the file and find the System properties definitions:

# System property definitions (-D) ( 50 … 99)
wrapper.java.additional.50=-Dapplication.home=..\TelephonyService
wrapper.java.additional.51=-Djava.endorsed.dirs=..\tomcat\bin
wrapper.java.additional.52=-Dcatalina.base=.
wrapper.java.additional.53=-Dcatalina.home=..\tomcat
wrapper.java.additional.54=-Djava.io.tmpdir=.\temp
wrapper.java.additional.55=-Djava.util.logging.manager=org.apache.juli.ClassLoaderLogManager
wrapper.java.additional.56=-Djava.util.logging.config.file=..\tomcat\conf\logging.properties
wrapper.java.additional.57=-Dlibrary.service=WIN32

Add a line if needed:

wrapper.java.additional.58=-Djavax.net.debug=ssl:handshake

Save and restart the Adobe Connect Telephony service.

telephsvc.fw

In this example case an error was found in the Intercall_Adaptor.log; check the log appropriate to the adapter being used \logs\telephony\

logstelephony.fwssltel1.fw

Check the server to server connection (from the Connect server) using the URL in telephony-settings.xml in \TelephonyService\conf\ In this example:

https://iccapi.audiocontrols.net:8443/axis2/services/CCAPI?wsdl

ccapi.fw

Check the TelephonyService.keystore:

  • Connect\9.3.1\TelephonyService\cert
  • Connect\9.3.1\\jre\bin\keytool.exe

keystoredir.fw

From a command prompt (edit install directory location as required):

C:\Connect\9.3.1\jre\bin>keytool -list -v -keystore C:\Connect\9.3.1\TelephonyService\cert\TelephonyService.keystore

Check the cacerts in C:\Breeze\9.3.1\jre\lib\security\cacerts.txt

cacerdir.fw

Compare from a command prompt (edit install directory location as required):

C:\Connect\9.3.1\jre\bin>keytool -list -v -keystore C:\Breeze\9.3.1\jre\lib\security\cacerts.txt

Note: TelephonyService.keystore packaged with Connect expired on Nov 9 2013; this will be updated in version 9.6.

Check the SSL entry in the server.xml file in \Connect\9.3.1\TelephonyService\conf

<Connector port=”9443″ protocol=”HTTP/1.1″ SSLEnabled=”true”
maxThreads=”150″ scheme=”https” secure=”true”
keystoreFile=”${catalina.base}/cert/TelephonyService.keystore” keystorePass=”connect”
clientAuth=”false” sslProtocol=”TLS” URIEncoding=”UTF-8″ />

 The logs for each adaptor are depicted by name: \Connect\logs\telephony\-relevant-adaptor.xx.log

logstelephony.fw

The debug log is also often helpful: \Connect\logs\support\debug.xx.log

debuglog.fw

As is the telephony application log: \Connect\logs\support\apps\_defaultHost_\telephonyProviderTesterApp\instances\7\####\application.xx.log

teltestapplog.fw

Note: As a general rule, when sending logs to Adobe Connect Support for scrutiny of a telephony (or any server-side) issue, it is prudent to send all logs (if allowable) by truncating them to focus on the issue at hand:

  • Stop all services: FMS, FMG, Connect & Telephony
  • Rename or delete all log directories
  • Restart all services and recreate the problem being scrutinized
  • Stop all services and zip complete log directories focused on the issue at hand and provide them to the support consultant

And along those same lines, entire conf directories and custom.ini file can also will help us locate the source of problems as well:

  • C:\Connect\9.3.1\TelephonyService\conf
  • C:\Connect\9.3.1\comserv\win32\conf
  • C:\Connect\9.3.1\comserv\conf
  • \Connect\9.3.1\custom.ini

Troubleshooting FMG On-premise: “Error in joining Audio Conference”

If Flash Media Gateway cannot establish a connection, you may see this pop up message upon invoking Unified Voice: Error in joining Audio Conference:

fmg.fw uvtestfail.fw

 There are a number of potential causes; let’s consider some approaches to troubleshooting:

Restart the FMG service. Check the task manager to make sure that there is not a hanging FMG process. If fmgmain is hanging, terminate it manually through the task manager and then restart the FMG services. Here are the relevant services highlighted:

rel-svcs.fw

Manually check the FMG status from the Connect server  via a browser and telnet:

  • http://fmgIPAddress/2222/admin/getFMGStatus?auser=sa&apswd=fmgpassword

fmgcheck.fw

  • telnet from fmg to the Connect server on 8506
  • telnet from the Connect server to fmg on 2222
  • telnet from fmg to sip on 5060
  • Check to see if ports are listening:
    • netstat -an|find “8506”
    • netstat -an|find “2222”

Here is the flow illustrated with an eye toward the Intercall implementation:

Connect_FMG_Flow

These are the relevant logs for troubleshooting telephony issues; some Connect telephony adaptors leverage FMG:

  • \Flash Media Gateway\2.0.1.19_8x8\log\core.xx.log and master.xx.log, sip.xxxx.log

fmglogdir.fw

  • \Connect\logs\telephony\-relevant-adaptor.xx.log

logstelephony.fw

  • \Connect\logs\support\debug.xx.log

debuglog.fw

  • \Connect\logs\support\apps\_defaultHost_\telephonyProviderTesterApp\instances\7\####\application.xx.log

teltestapplog.fw

Note: When sending logs to Adobe Connect Support for scrutiny of a telephony (or any server-side) issue, it is generally prudent to send all logs if allowable by truncating them to focus on the issue at hand:

  • Stop all services: FMS, FMG, Connect & Telephony
  • Rename or delete all log directories
  • Restart all services and recreate the problem being scrutinized
  • Stop all services and zip complete log directories focused on the issue at hand and provide them to the support consultant

And along those same lines, the entire /conf/ directories, all four zipped will help us locate errors as well:

  • C:\Connect\9.3.1\TelephonyService\conf
  • C:\Flash Media Gateway\2.0.1.19\conf
  • C:\Connect\9.3.1\comserv\win32\conf
  • C:\Connect\9.3.1\comserv\conf

Relevant configuration files for troubleshooting may include:

  • \Flash Media Gateway\2.0.1.19_8x8\conf\sip.xml, rtmp.xml, http.xml, workflow.xml

fmgconfdir.fw

  • \Connect\9.3.1\TelephonyService\conf\telephony-settings.xml, server.xml

telconf.fw

  • \Connect\9.3.1\custom.ini

customdir.fw

FMG connection settings are configurable in the console on port 8510 on the Connect server. While it is recommended that FMG be installed and run on a separate server, in some cases, it is collocated with Connect. Check to make sure there are not two instances of FMG where only one is needed. This is possible as when distributing FMG onto a separate server as appropriate in a robust clustered environment, an oversight may be to leave it also installed locally on the Connect server as well:

fmg8510.fw

Delete superfluous instances and disable any local unneeded FMG service.

fmg85101.fw

  fmgsvc.fw

Troubleshooting On-premise Server Upgrade error: could not find public key

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’

upgrdkey.fw

upgrdkey1.fw

Find the actual location of the \appserv\keys\ directory and make sure the database points to it:

upgrdkey1a.fw

upgrdkey1b.fw

After updating pps_config, attempt to start the services and gain access to the console.