Posts in Category "Install"

Identifying the right Visual C++ libraries for Connect 9.x releases

Environment :

Adobe Connect Licensed 9.x

If you’re planning to deploy a 9.x Patch/Full release in your Adobe Connect environment, make sure you have the following Visual C++ libraries installed on the Adobe Connect server :

Additionally, if you are installing 9.4.2f patch, the below additional runtime might be needed as well on the server to avoid any missing DLLs :

Important Information :

Above Visual C++ Runtimes are required for facilitating uploading of documents in Adobe Connect content library or sharing them in meeting rooms.

If you are experiencing any issues uploading any contents on the account or meeting room like ppt,pdf format etc, make sure to verify the above libraries should be installed on all the Adobe Connect servers.

Contact Support for any further information or queries.

 

Changing the License Serial Key in Connect

This article applies to on-premise and managed ISP Connect users. It does not apply to multi-tenancy hosted or ACMS.

On rare occasions it may be necessary to change the serial key in Adobe Connect. Here are the steps:

  1. Navigate to: \Connect_installation_directory\appserv\conf\config.ini and change the value of  SERIAL_KEY=  to reflect the new serial number
  2. In \Connect_installation_directory\custom.ini,  if there’s a serial key value listed (SERIAL_KEY=), replace it there as well.
  3. Using MSSQL Studio Express (or your choice of SQL editing options), view the serial key currently being used by Connect by running this command: SELECT * from pps_accounts WHERE name=’Enterprise Account’
  4. To get Connect to accept the new license you must change the serial key that is currently in the database by running this SQL command: UPDATE pps_accounts SET serial_key = ‘NEW_SERIAL_NUMBER’ WHERE serial_key = ‘OLD_SERIAL_NUMBER’
  5. Restart the services: Application Server (Connect) and the Meeting Server (AMS or FMS depending on the version of Connect) services.fw
  6. Open the Administration Console (port 8510 locally on any Connect server)

connconfig.fw

7. Go to License Settings and upload the new license file.

connconfiglic.fw

8. Restart the AppServer (Connect) and the Meeting server (AMS or FMS depending on version) again and the  new license file will be applied

services.fw

Troubleshooting: If there are any problems, do the following to troubleshoot:

  • Shut down the Connect and AMS or FMS Services
  • Open and verify \Connect_installation_directory\appserv\conf\config.ini and update the entry for SERIAL_KEY
  • Open and verify  \Connect_installation_directory\custom.ini and update  the entry for SERIAL_KEY
  • Open SQL Server and choose the Connect database and run the following script (replacing the text as appropriate):

“Input New Serial Key Here” with the New Serial Key but leaving the quotes.
DECLARE @NEW_SERIAL VARCHAR(32)
SET @NEW_SERIAL=’Input New Serial Key Here’

UPDATE PPS_CONFIG
SET VALUE = @NEW_SERIAL
WHERE SECTION=’cps’ AND NAME=’serial_key’

UPDATE PPS_ACCOUNTS
SET SERIAL_KEY = @NEW_SERIAL
WHERE ACCOUNT_ID=7

UPDATE PPS_ENUM_DATA_HOSTS
SET LICENSE = @NEW_SERIAL
WHERE HOST_ID > 0

db.fw_

  • Start the Connect and FMS services

Problems will ensue when the license is reducing the allowed usage of Connect (if you are downsizing) and you leave an overage in place. For example, if you have 100 meeting hosts assigned, and you are changing to a license that only allows 50 named meeting hosts then when you  apply the license you will get an error unless you have reduced the number to accommodate the new licensed restriction.

On-premise Connect without Webinars Throws an Error when Moving Meetings

On-premise Connect customers running version 9.5 who do not have the Webinar option enabled will see an error when trying to move meetings via the GUI in Connect Central:

Webinar95Bugon-prem.fw

This will be fixed in an upcoming release and in the meantime we have two workaround options:

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.

On-premise Connect Installation Hangs Connecting to the Database

Symptoms: Installing with clean images on servers, the Connect Installation with the appropriate local Administrator permissions seemed to be successful but upon clicking “Done” its hangs indefinitely. Restarting the services does not help and the Connect Configuration Console on the local Connect server will not come up. Rebooting the VM will not bring Connect up. In the error.log, it reads:

“Start up error: java.lang.Exception: invalid backup folder: \\connectsharedstorage\connect.” START_UP    START_UP_ERROR….

Note: replace connectsharedstorage\connect with your UNC path to shared storage.

Solution: This error indicates that shared storage is expected by the database but is not configured on the Connect server. This may inadvertently be overlooked during an upgrade instance when a new server (perhaps with a new OS) replaces an older server. The fresh Connect installation, upon pointing to an existing upgraded database that has possibly been updated by script or maybe by the older server image, is expecting shared storage to be in place, but it is not yet configured on the new Connect server. To get past this, edit the Shared Storage entry in the PPS_Config table of the Connect Database to “NULL” and restart the services.

Migrate existing Adobe Connect database to a new SQL server

You may please follow this workflow to migrate your existing SQL database/embedded database to a separate SQL database server on a different computer.

Prepare for the Migration  :

Prepare for the migration by stopping all the Connect services

  •  Stop Adobe Connect service
  •  Stop Flash Media Server service
  •  Stop any other Connect pro services installed(Telephony/FMG/CQ)
  •  Take a backup of all existing contents folder(Backing up entire Connect installation folder is recommended)
  •  Take a backup of the existing database(You may refer Pg 87, Install Guide if needed)

Prepare new DB server

  •  Copy the DB backup file created in above step from existing server to the new server hosting SQL server.
  •  Restore the DB on the new SQL server(Refer Microsoft instructions for details)

Reflect new DB changes on Connect server

  •  Enter the SQL Server database information in the Application Management Console on the server hosting Adobe Connect.
  •  Make sure all Connect services are started
  •  Choose Start  > Programs  > Adobe Connect Server  > Configure Adobe Connect Server
  •  Go to Database Settings
  •  Modify the Db hostname, DB name , login  and password information and Save.

Connect 9.4 Upgrade Licensing Issue

We’ve identified customers may run into this issue following an upgrade from a 9.3.x to 9.4 if you use an on-premise licensed environment.

Problem : 

After a 9.4 upgrade you might not be able to upgrade your license file to a 9.4 compatible version as specified under Step 7 of the Patch Deployment Instructions Document.

Reason : 

We have identified an issue with our Licensing servers which might prohibit you from downloading the correct license file for 9.4.

Additional Information  :

We are actively working on this issue with our Licensing team and Operations to sort this out as soon as possible.

If you are an affected customer, please do contact Support to let us know your information so we could inform you as soon as we have a fix applied. You may alternatively keep tracking this page for latest updates as we’ll post an update here as soon as we release a fix.

https://helpx.adobe.com/adobe-connect/connect-support.html

Affected Environments :

9.3.x  to  9.4 Upgrade On-Premise

Update  :  Our Licensing servers have been updated with the fix now so this issue should be resolved. If you still come across any problems, please report your concern to our Support teams.

 

 

 

Connect on-premise: Seminar licenses show as expired following an upgrade to version 9.3.1

Some customers may run into this issue following an upgrade from Connect 9.0.0.1 to 9.3.1 if you use seminar licenses.

After the successful upgrade all seminar licenses show as expired. Re-applying the license file in the console does not help and you see the following message in the debug.log:

[03-03 13:41:48,526] http-80-24 (ERROR) Exception caught in DBRows.populate(), e=java.sql.SQLException: [Macromedia][SQLServer JDBC Driver][SQLServer]Ambiguous column name ‘DATE_END’.
[03-03 13:41:48,527] http-80-24 (INFO) 1ms spid:64 com.macromedia.airspeed.db.SQLServerUtilityQueries.setIsolationLevel(Disable Isolation)
[03-03 13:41:48,527] http-80-24 (ERROR) Exception thrown
java.sql.SQLException: [Macromedia][SQLServer JDBC Driver][SQLServer]Ambiguous column name ‘DATE_END’.
at macromedia.jdbc.sqlserverbase.ddcg.b(Unknown Source)
at macromedia.jdbc.sqlserverbase.ddcg.a(Unknown Source)
at macromedia.jdbc.sqlserverbase.ddcf.b(Unknown Source)

[…]

To resolve this, run the following query on your database to change the SQL compatibility level:

sp_dbcmptlevel ‘breeze’, 90

If your Connect database is named something other than “breeze”, then put the correct name of the database in the query.

Now re-install your license file one more time.

 

This is also the solution to a related issue: http://blogs.adobe.com/connectsupport/licensed-after-upgrading-to-connect-9-1-exception-occurs-when-clicking-on-meeting-tab/

Please contact Support if you still encounter issues.

On-premise Server: Add user-agent info to access logs

If you run your own Connect server you may want to add user-agent information to the tomcat access logs.

Here’s how to add the information:

1.  Take a backup copy of the server.xml located in \Connect\9.x\appserv\conf\.

2.  Open the file in an XML friendly editor and locate the line:

 

<Valve className=”org.apache.catalina.valves.AccessLogValve” directory=”../../logs/tomcat”
prefix=”tomcat_access.” suffix=”.log” pattern=’%h %l %u %t %m “%U” %{BREEZESESSION}c %s %b %T’ resolveHosts=”false”/>

 

3.  Edit the line to include %{User-Agent}i . It should look like this:

 

<Valve className=”org.apache.catalina.valves.AccessLogValve” directory=”../../logs/tomcat”
prefix=”tomcat_access.” suffix=”.log” pattern=’%h %l %u %t %m “%U” %{BREEZESESSION}c %s %b %T %{User-Agent}i‘ resolveHosts=”false”/>

 

4. Restart the Connect service and load any page of Connect.

The log output in \Connect\logs\tomcat\tomcat_access.-date-.log should now include user-agent information:

127.0.0.1 – – [23/Feb/2015:11:39:45 +0000] GET “/common/help/en/support/meeting_test.htm” breezbreezhvc7xdcgu5h3cqwm 200 16703 0.017 Mozilla/5.0 (Windows NT 6.1; WOW64; rv:35.0) Gecko/20100101 Firefox/35.0

 

Enjoy logging!

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

FP.fw

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

addin.fw

The add-in is always launched from a browser:

brow-addin-launch.fw

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:

help-about.fw

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

dwnlds.fw

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