Posts in Category "General"

The Connect Meeting Add-in with Chrome is not recognized on the Meeting Test Page

When running the Connect Meeting test link from the troubleshooting option under the help button in any Connect Meeting, there are times when the Connect Meeting Add-in with Chrome is not recognized:

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https://platinum.adobeconnect.com/common/help/en/support/meeting_test.htm

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If you place your mouse over the highlighted icon, you will see the oddly stated message: An unsandboxed plug-in was allowed to run running on this page.

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Allow the add-in and place its domain into the exception list in Chrome and refresh the browser.

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The reason for this behavior is that the Chrome PPAPI and Adobe Connect interaction (even after the Connect PPAPI patch as well as with the non-affected Connect versions later than 9.1.2) is changed nonetheless. See the related blog article: http://blogs.adobe.com/connectsupport/adobe-connect-add-in-compatibility-with-the-google-chrome-browser/ The PPAPI plugin blocks the communication between swfs and other Unsandboxed applications.

The granting of access permissions is domain-based. The setting is called Unsandboxed Plug-in Access; when you launch the Meeting test page it fails to detect the Addin. If you had installed the Addin from that test page then in the process of the installation, Chrome would also prompt for permission and it will save it once you allow it. Any subsequent launch of test page or any page from that domain will always identify the Adobe Connect Addin correctly. If you again open the Meeting test page from some other Adobe Connect domain then it will fail to detect the Addin even if Addin is installed because this new domain may not have Unsandboxed Plug-in Access.

Once a domain is allowed Unsandboxed Plug-in Access, then any page from that domain will detect and launch the Adobe Connect Meeting add-in.

Note: One customer wrote code to automatically install the latest Adobe Connect Meeting add-in in the browser. It worked for all browsers except Chrome. See this tech-note for details: https://helpx.adobe.com/flash-player/kb/unsandbox-localconnection-chrome.html

Resolved: CSO – DATE (5 FEB 2015) – InterCall Telephony Outage Affecting Connect Audio

This is resolved as of 1705 EST 15Feb2015

We are actively working with our partners at InterCall to solve an intermittent telephony outage.

This issue is causing InterCall based audio conferences to fail to start in Adobe Connect Meetings.

The root cause is under investigation by InterCall.

You may check http://status.acrobat.com/ for updates.

Stop Sharing Button On IE Is Not Available Any More.

Description : We use to get this button on IE when we share the screen.

StopSharinghowever now this button is no longer available.

Reason being it interfaces with the DWM (Glass effect of windows 7+).

DWM : Stands for Desktop Window Manager Click here

We used to support Windows XP which had no Glass effect and thus it was not a problem. On windows 7 we used to switch the DWM off before starting the screen share. Window 8 onwards the DWM cannot be programmatically switched off and thus this button was causing problems. Many applications change the Glass area and IE is one of them. Others include Chrome, FireFox, Office etc. In case the applications change the Glass area then it’s a matter of timing to Display the button or the custom title bar the application draws.

This was actually a bug 2943337 due to which the button

StopSharing

Intermittently disappears. The bug is only reproducible with the applications which have custom title bars. Ex. Real Player/Office Apps/Live messenger and media players. With the Office 2007 applications the title bar is custom drawn and thus it intermittently draws over the button and it disappears. This only happens with skinned title bars, Skinned apps try to redraw their title bars so button disappears until we redraw again.

The “Red Button” never worked for 64 bit processes. This will also not work for any apps which have skinned title bar as i said earlier. Moreover this feature will not work if the process in question is sandboxed (Acrobat for example).

Yes downgrading IE will help probably but it’s not something we can recommend in good faith as it will expose the users to all kinds of security bugs. (Not recommended)

o    Windows 8 and onwards the button is not even an option as DWM can’t be switched off by programs programmatically and the button itself has issues when DWM is on

o    As of today this button has been disabled permanently.

Hope this helps those users who are expecting the red buttons on their IE when sharing the Application or Windows and not desktop using Adobe Connect Meeting Room,

Thanks,

Empowering Your Seminar Hosts to Create Seminar Rooms

The question comes up on occasion, “Why can’t my Seminar Hosts create seminar rooms?”

The answer is that they have been affected by an intermittent bug, which we realize may cause some confusion, if not chagrin. There is a workaround available, which we’ve outlined below.

Workaround:

As an Administrator, create a typical account with Meeting and Seminar Host permissions (as a test):

sem

Log in with that account and this is what you may see in the Shared Seminars directory. There is no ability to create a Seminar and the Seminar license is not viewable:

sem1

If you switch back to the administrative account log-in, you will see the Seminar license sub-directories:

sem2

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Resetting the permissions on the Seminar license sub-folder using the to “Reset to Parent” button in the Connect Central GUI has no effect on the permissions. You must manually add the folder permissions to the Seminar license sub-folder instead of using the “Reset to Parent” option:

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Once the Seminar license sub-folder permissions are manually edited, the Seminar Host is able to view and manage the Seminars including the ability to create new Seminar rooms under the Seminar license sub-folder:

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The workaround is very easy so this is a low priority bug and we will address it in a future release. At the time of the writing this tech-note, the shipping Connect release is 9.3.1.d.

Microphone Stops Transmitting Audio After Running the Audio Setup Wizard in a Meeting

Problem: Microphone stopped transmitting audio after running audio set up wizard in an Adobe Connect Meeting.

Note: This is being tracked by Adobe engineering under case: 3916223. It will be fixed in a future release.

Here are the steps that will make the problem occur:

  1. Open the Meeting room.
  2. Enable the microphone within the Meeting room.
  3. Select the microphone and checked that microphone  is working.
  4. Now run the Audio Setup Wizard.
  5. You will noticed that microphone is highlighted however there is no audio emitting.

Result: The microphone stops working after running the Audio Setup Wizard

The expectation: Microphone should not stop working,

This is a bug with Flash Player 11.9 which the Adobe Connect Add-in uses. This has been fixed by the Flash Player Team in its later releases and we need to integrate that fix into the Adobe Connect Add-in.

There are two instant workarounds:

  1. Right-click and open flash player microphone settings -simply opening the microphone settings causes the microphone to work again.
  2. Mute and again unmute the microphone by clicking on the microphone icon in the meeting client.

Apache Tomcat and Adobe Connect Upgrades

The question sometimes comes up: May the Apache Tomcat server that is bundled with Connect be upgraded separately without upgrading the entire Connect server?

The Adobe Connect server architecture includes a number of different integrated components. We generally do not recommend upgrading any of the components parts except as part of an officially released Connect upgrade, updater or patch. This includes Tomcat, FMS, AEM and JRE updates.

The primary reason for waiting for a full Connect installer instead of upgrading individual components separately is to benefit from the quality assurance test battery that the Adobe Connect engineering team puts each release through. Our quality assurance process is intense and always culminates in a full internal production roll-out to all of Adobe well ahead of external production deployments.

Customer attempts to upgrade specific integrated components of Connect are unsupported and can result in bringing down an on-premise Connect server and recovery may require re-installation or restoration from a backup image with commensurate risk of data loss. The very best one could hope for with any such out-of-band component upgrade attempt would be an operational but unsupported Connect server configuration that has bypassed all the regular performance/longevity tests done as part of Connect releases. The risk is as high as it is unnecessary.

As of the writing of this tech-note the current shipping version of Tomcat with Connect version 9.3.1c is TC 7.0.52.0. The target release for TC 7.0.54 is Connect version 9.4 these tests are ongoing.

To see what versions you are running of Connect and of all its components, simply append version.txt to the published domain name of your Adobe Connect server. For example: https://platinum.adobeconnect.com/version.txt

To review the latest Adobe Connect on-premise server updaters, see: http://helpx.adobe.com/adobe-connect/kb/connect-90-patches.html

Troubleshooting Microphone and Camera Issues in Connect Meetings

When both the web camera and the microphone do not work in an Adobe Connect Meeting, it is often caused by a restriction setting in the mms.cfg file.

The mms.cfg file it is found in the following directories:

  • Windows 32: C:/Windows/system32/Macromed/Flash (32-bit Windows)
  • Windows 64: C:/Windows/SysWOW64/Macromed/Flash (64-bit Windows)
  • MAC: MainDisk:Library:Application Support:Macromedia

Renaming or deleting the mms.cfg to mms.old is one way to solve the issue, but often it is more prudent (less intrusive) to edit the file. Open the mms.cfg in any text editor and look for the line:

AVHardwareDisable

Delete the setting AVHardwareDisable from mms.cfg and save the file. This setting deliberately prevents the Meeting SWF from gaining access to cameras and microphones on the Meeting client.

How to Remove the Download Calendar Button from the Events Catalog

Note: This technique only applies to on-premise Adobe Deployments running the AEM-based Adobe Connect Events Module

How to disable the Download Calendar option:

eventcal

On the AEM server that supports the Adobe Connect Events module, for both the author and publish instances, you must edit the following:

/apps/connect/components/eventlist/eventlistFooter.jsp

Add the text in red below to remove the “Download Calendar” button.

<div id=”calendarDownload_<%=componentName%>” class=”horLeftAlignedTableCol display_none”>

<input class=”event_button” type=”button” style=”display: none;” value=”<%= eventListDownloadCalendar %>” onclick=”window.location.href='<%=downloadPath%>';return false;”>

</div>

Verifying the Installation of the Adobe Connect Add-in

The Adobe Connect Add-in is a modified Flash Player that enables enhanced features for Adobe Connect Meeting. The add-in is not required unless the following functionality is needed in any Adobe Connect Meeting:

  • Screen sharing a client desktop, window or application
  • Offline recording downloadable to the client in the FLV format
  • Sharing any supported file by dragging and dropping onto a Meeting share pod
  • Toast windows for Meeting management are enabled within the add-in
  • The add-in provides greater real-estate for the Meeting by eliminating the browser and actual room itself

If you are in a Meeting room using the browser and the standard Flash Player instead of the Meeting add-in, you will see the following appended to the meeting room URL: ?launcher=false

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If you are in the add-in, the URL line is not even seen as that real-estate is allocated top the Meeting room:

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The add-in is always launched from a browser:

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To force the installation and invocation of the add-in, append the following to any Meeting URL: ?lightning=true

If while using the browser in any Meeting, you invoke a feature that is only supported in the add-in, the lightning add-in installer will quickly offer you the option to install the add-in. The process is very fast and seamless. By default, the add-in is installed from the following external URL: http://www.adobe.com/go/adobeconnect_9_addin_win

Within any Meeting room you may also go to Help>Downloads and see links for the add-in among many other resources:

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https://platinum.adobeconnect.com/common/help/en/support/downloads.htm

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If your organization does not allow clients to download software from external servers, you can host Adobe Connect Add-in on-premise.

The add-in installs to the client’s user profile so it does not require local administrative privileges to install. It is safe to say that if a user has the required permissions to download the standard Adobe Flash Player and install it, the Meeting add-in will not present any problems as it only requires standard user rights. There are, of course enhanced security requirement enforced in many infrastructures that will prevent a user from downloading and installing the add-in and where the add-in will need to be rolled out by an internal IT or client/network administration team as part of a standard image.

The addin is installed to the following under the user directory:

  • Windows: %appdata%\Macromedia\Flash Player\www.macromedia.com\bin\adobeconnectaddin
  • Mac: ~/Library/Preferences/Macromedia/Flash Player/www.macromedia.com/bin/

If installation is successful, within the Adobe Connect addin installation directory there will be four files:

  • adobeconnectaddin.exe  (the primary executable file)
  • digest.s (the file used by Flash Player to verify that the add-in has not been modified)
  • meetingconvertor.dll  (the file used to manage PPTX file fidelity)
  • connecthook.dll  (the file used to manage screen sharing)

A partial or corrupted installation of the add-in will be missing some or all of these files.

On occasion, the mms.cfg file will cause problems with the add-in it is found in the following directories:

  • Windows 32: C:/Windows/system32/Macromed/Flash (32-bit Windows)
  • Windows 64: C:/Windows/SysWOW64/Macromed/Flash (64-bit Windows)
  • MAC: MainDisk:Library:Application Support:Macromedia

Renaming the mms.cfg to mms.old and reinstalling the add-in solves installation problems in some cases. For information about the mms.cfg file and how it can be used for troubleshooting issues within an Adobe Connect Meeting, see the following technote: http://helpx.adobe.com/adobe-connect/kb/enable-logging-acrobat-connect-professional.html

Deleting Corrupted Ghost Meetings on Adobe Connect On-premise Servers

Deleting Corrupted Ghost Meetings on Adobe Connect On-premise Servers

Perhaps due to network outages or hardware failures, etc., there are rare occasions when the Adobe Connect database may become disconnected from the Adobe Connect server while active Meeting sessions are ongoing. It is prudent to avoid database outages while Connect is in use and to publish maintenance schedules so that Meetings are not in session when the database is taken offline for administrative reasons. In most cases when the database is disconnected, once it is reconnected, Connect will be fine and all Meetings will be functional upon full recovery of all systems. In the rare instance, that a Meeting is corrupted through a database outage and cannot be deleted through the Connect Central GUI, you may need to manually delete the Meeting room from the content library directory structure and possibly also from the database itself. If you see displayed at the corrupted Meeting URL, a gray window without any menu or pods, or if you see the following error when you hit a corrupt Meeting URL, you may need to manually delete the Meeting:

Request Not Processes” – “For further assistance, please refer to the Adobe Connect support center or contact Adobe Connect support

If the Meeting cannot be deleted through the Connect Central GUI, delete the content folder for the corrupted Meeting. You can identify it by its sco ID in the Connect\content directory:

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Restart the Connect and FMS services. If that fails to remove remnants of the corrupt Meeting from the database, try recreating the folder mentioned, (even with empty content), then attempt to delete the room again. If that fails, you may need to delete the Meeting references from the database manually:

sco: update pps_scos set disabled = getUTCdate() where SCO_ID=XXXXX

Note: XXXXX represents the actual sco ID of the meeting.