Posts in Category "General"

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:

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:


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.


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 :

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


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


Fill the information for user and use the following email address

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

Expected:Connect should create a user.


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”


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:


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)\TelephonyService\tomcat\bin\tomcat\temp\tomcat\conf\

Add a line if needed:

Save and restart the Adobe Connect Telephony service.


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


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


Check the TelephonyService.keystore:

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


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


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


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


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


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:


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

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


  • 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:


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

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


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


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


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


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\\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\\conf\sip.xml, rtmp.xml, http.xml, workflow.xml


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


  • \Connect\9.3.1\custom.ini


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:


Delete superfluous instances and disable any local unneeded FMG service.



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’



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.

Firefox May Prevent Connect Access

Firefox may automatically prevent access to Connect:


To resolve this issue, update Flash Player to the latest patch:

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.


Adobe connect Add-in crashes / freezes on Windows 8.1

Adobe connect add-in freezes on Windows 8.1 machine while meeting is running.

It freezes / crashes during the meeting usually around 20 minutes of screen sharing or camera sharing. Sometimes, the issue occurs randomly as well.

This is a know issue and it has been documented in our bug tracking system. It is targeted to be fixed in the upcoming version.

We can configure Adobe connect add-in to run in Windows 7 compatibility mode. Follow the steps mentioned below:

• Go to the below location on your computer:
“%userprofile%\AppData\Roaming\Macromedia\Flash Player\\bin\adobeconnectaddin”;

• If you are unable to find this location, open a meeting room which should launch Adobe connect add-in;

• Open windows task manager and select Adobeconnectaddin.exe from the list of processes running on the machine;

• Right click and choose open location;

• This shall take you to the location where Adobeconnectaddin.exe (Adobe connect’s add-in) is installed;

• This file shall be present at “C:\Users\<userprofilefolder>\AppData\Roaming\Macromedia\Flash Player\\bin\adobeconnectaddin”;

Location of Adobe connect addin

• Right click on Adobeconnectaddin.exe and choose properties;

• Switch to Compatibility;

• Select the compatibility mode, click Apply, OK as shown below;

Adobe connect addin compatibility mode

• Close the existing instances of Adobe connect add-in;

• Once the previous instances have been closed, Adobe connect add-in should start getting executed in Compatibility mode;

The above mentioned steps should fix this problem.

Troubleshooting Verbose Meeting Addin Logging

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):

  • Windows (32 bit) :

In: C:\Windows\System32\Macromed\Flash\mms.cfg
or C:\Windows\System32\mms.cfg

  • Windows 7 (64 bit):

In: c:\Windows\SysWOW64\Macromed\Flash\mms.cfg
or c:\Windows\SysWOW64\mms.cfg

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.