Virtual Classrooms and Account Limit Reached Error

This article is applicable ONLY to Adobe Connect users who have purchased a Named Virtual Classroom Manager license within the Training Module and are running into Account Limit Reached messages unexpectedly when they are launching Virtual Classrooms.

With the release of Adobe Connect 9.4 in May of 2015, we introduced a new training license model called the “Named Virtual Classroom Manager”.  This is specifically for Connect users to create and host Virtual Classrooms (plus it gives you access to the Events module).  It is basically another way we are licensing access to Virtual Classrooms.  This means there are technically two different types of Virtual Classrooms that can be created when you have the Training module enabled:

  1. The ‘traditional’ model of Virtual Classrooms (VC) which use the Concurrent Learner seat quota on the account (up to 100 seats per room), and…
  2. The Named Virtual Classroom Manager (NVCM) model of Virtual Classrooms which use a built-in 200 seat quota and does not use any Concurrent Learner seats.

When accounts are provisioned and quotas and features purchased, customers have the option of buying ONLY a Named Virtual Classroom Manager license.  They do not need to buy any additional training seats for Concurrent Learners.  In the older traditional model, in order to use a Virtual Classroom, you had to buy Concurrent Learner seats (say 250 seats for sake of discussion).  When a training manager created a VC, it would utilize seats out of that (in this example) 250 seat quota, up to 100 attendees (the rest of the concurrent seats could be used for another VC or other training content).  It was capped at 100 per VC.  With the new Named Virtual Classroom Manager license, you can now have only the NVCM feature enabled (and essentially have purchased no other training seats…so Concurrent Learner quota =0) or you can have it in conjunction with other training seats purchased in case you have a need for on-demand courses and curriculum, etc.. The NVCM model VC will not use any Concurrent Learner seats. It has a built-in 200 seat quota per room.  However, the caveat here is that the VC created for intended use with the NVCM model needs to have one of a few conditions in place in order to take on that NVCM model.  Otherwise, it may inadvertently take on the behavior of a traditional model VC and it could lead to unexpected circumstances like an ‘Account Limit Reached’ when the very first person joins the VC.

Let’s explain…

To create a Virtual Classroom, no matter what type of training features/quotas were purchased, all you need to be is a Training Manager, Named Virtual Classroom Manager, or Administrator.

The process of creating a VC is always the same.  You click on the “New Virtual Classroom” button from within the Training module.

Each time a Virtual Classroom is launched, Adobe Connect checks a few conditions to see how the VC should be licensed when it launches.  The result of which will dictate the quota used for the seats.  Where this becomes very problematic and confusing for customers is when the customer ONLY purchases a NVCM license and doesn’t have any Concurrent Learner seats (so Concurrent Learner = 0).  It is possible for a customer to create and launch a VC that is trying to use a Concurrent Learner quota by mistake.  If that happens, you will get the error ‘Account Limit Reached‘ right away.

For the sake of the scenarios below that explain how the VC’s are licensed when they launch, I will also mention that when a VC is created in a NVCM’s individual user folder under the Training tab, it automatically is a NVCM model room.  If it’s created under the Shared Training area of the Training tab, then there is a setting you can check or uncheck called ‘Named Virtual Classroom Model‘.

nvcm

The value can either be Yes or No.  Below in the listed scenarios, that is what ‘set to yes’ or ‘set to no’ means.

Also below in the listed scenarios, a ‘NVCManager‘ is a person who is in the group ‘Virtual Classroom Managers’ in the Users and Groups area of Connect.  That is what gives that person the ability to utilize the NVCM model.  A ‘non-NVCManager‘ indicates someone who is NOT in that group.  This would be a normal Training Manager or Administrator.

Here are the conditions and scenarios (assuming the room is Public) where a VC can be launched with or without the 200 seat expected NVCM quota:

Green = NVCM is used and quota will be 200 seats
Red = traditional model is used and quota will be taken from Concurrent Learner seats and could result in an “Account Limit Reached” error if that quota is 0.
Orange = NVCM is used but there could be some confusion due to the lack of NVCM in the room or permissions for that NVCM.

Scenarios:

  • VC created in My Training folder by NVCManager – launched by NVCManager = Will use NVCM license (quota 200)
  • VC created in My Training folder by NVCManager – launched by non-NVCManager = Will use NVCM license (quota 200) however will not have the host present even if non NVCM who launched the room is a host (permission-wise).  A NVCM needs to be present for the room to have an initial host, similar to Named Host Meeting.  If the VC is ‘public’ as far as access level, it will launch and use the 200 seat quota for that owner, but if the owner isn’t in the room, the users who have entered will be participants.
  • VC created in Shared Training folder by NVCManager (set to yes) – launched by NVCManager = Will use NVCM license (quota 200)
  • VC created in Shared Training folder by NVCManager (set to yes) – launched by non-NVCManager = Will use NVCM license (quota 200) however will not have the host present even if non NVCM who launched the room is a host (permission-wise).  A NVCM needs to be present for the room to have an initial host, similar to Named Host Meeting.  If the VC is ‘public’ as far as access level, it will launch and use the 200 seat quota for that owner, but if the owner isn’t in the room, the users who have entered will be participants.
  • VC created in Shared Training folder by NVCManager (set to no) – launched by NVCManager = Will use NVCM license (quota 200)
  • VC created in Shared Training folder by NVCManager (set to no) – launched by non-NVCManager = Will use Traditional VC license (quota 100 taken from Concurrent Learners quota).  IF there is no quota for Concurrent Learners purchased, user will get ‘Account Limit Reached’ error.
  • VC created in Shared Training folder or My Training folder by non-NVCManager (set to yes) – launched by NVCManager = Will use NVCM license (quota 200)
  • VC created in Shared Training folder or My Training folder by non-NVCManager (set to yes) – launched by non-NVCManager – the room will behave like a Named VC and will use the 200 quota. But The room will not be owned by anyone, to be more precisely, there will not be an active host until an Named VC manager enters the room. Also all other non-NVCM hosts and presenters will be downgraded to participants until NVCM, who is assigned as a host, arrives.
  • VC created in Shared Training folder or My Training folder by non-NVCManager (set to no) – launched by NVCManager = Will use NVCM license (quota 200)
  • VC created in Shared Training folder or My Training folder by non-NVCManager (set to no) – launched by non-NVCManager  = Will use Traditional VC license (quota 100 taken from Concurrent Learners quota).  IF there is no quota for Concurrent Learners purchased, user will get ‘Account Limit Reached’ error.

So ultimately if you have purchased a NVCM license and you are expecting a VC to open and allow 200 seats, but you are getting an Account Limit Reached error either right away OR after a lower number of people access the room (so under 200), then most likely one of the situations above (in RED) has occurred.  To confirm, make sure that the creator of the room is in the NVCM group, the room exists inside of a NVCM’s My Training folder, the host launching the room is a NVCM, or at the very least the room has ‘YES’ set for the ‘Named Virtual Classroom License Model’ setting if the room is in the Shared Training area.

Articulate Project not Displaying Web Objects After Publishing to Adobe Connect

Issue: If you will publish an Articulate project to Adobe Connect containing web objects, it may not display those web objects. Upon opening the project the client will see the below message at the bottom of the screen.

show

If “Show all content” is clicked then the content re-launches and displays the video.  This behavior is expected on any HTTPS server where the content is hosted and is not unique to Adobe Connect/hosted.

The solutions include:

  • If your content (web object) is on the HTTPS server then you should have HTTPS enabled on your Adobe Connect server.
  • If your content (web object) is on the HTTP server then you should have HTTPS disabled on your Adobe Connect server.
  • Don’t reference external content

SQL Update Warning Message in 9.5.2 Patch can be Safely Ignored

While applying the SQL update in the 9.5.2 patch,  you might encounter a warning message as depicted below:

sql3

This is a general message and can be safely ignored while applying the patch. It is not expected to cause any unexpected inconsistencies in the environment later although full function testing is always prudent after and updates.

Here is the SQL update file that is used in the 9.5.2 patch for your reference :

sql2

Environment :  Adobe Connect Licensed Upgrade

 

Troubleshooting the Flash-less Connect Addin Launch Feature

In order for the Flash-less Connect Meeting Addin to work, you must install the latest Connect Addin as an executable. The reason behind this requirement is that the Addin executable setup inserts needed registry keys within the Windows platform that are necessary to launch the Meeting Addin without Flash. The default, Lightning Addin download by design does not have admin access and cannot configure the Windows client for Flash-less Meetings.

With reference to Macintosh clients, the same rule applies as well. The complete installer needs to be run locally on each client to enable launching the Connect Meeting Addin without Flash.

flashlesssnapshot

If the Flash-less launch continues to be problematic, check for older version of the Addin and uninstall them:

flashlessunsint.fw

If the problem still persists, check also in the registry as there may be residual “connectpro” entries there under HKEY_CLASSES_ROOT:

forceaddin-reg.fw

Manually delete these entries carefully.

CSO: DATE (03-02-2016) – Adobe Connect Meeting/Content Launch Issue – RESOLVED

Update #2:

This issue is now resolved.  The issue was fixed as of 11:01 ET.

Meetings and content should be launching and saving normally.

 

Update #1:

We are investigating a storage issue where existing meetings, recordings, and content aren’t launching/accessible if they are needing to be pulled from the main shared storage infrastructure.

Some meetings and content may launch (if they are recent and still in local server cache) but there may be issues saving the current state of those meetings after they are done.

This is affecting accounts on clusters in the SJ1 datacenter which include: NA1NA2NA6NA8NA9, and NA12.

This appeared to have started about 10:20 ET.

The teams are all involved and troubleshooting the issue as a priority issue.

Updates to follow.

Please see the Status Page for more information.

New Adobe Connect Support Blog Subscription Option

Now you can stay on top of the new articles and posts by subscribing to the Adobe Connect Support Blog. Simply go to the Adobe Connect Support Blog home page and enter your email address and check off the categories about which you would like to be notified. Click “Subscribe me” and you will begin receiving  regular updates:

subscribe.fw

 

 

Recording Message in Edge Browser

When using the Microsoft Edge browser in an Adobe Connect Meeting, you may see the following dialog box in the upper left:

msedge1.fw

This does not indicate that the Adobe Connect Meeting is being recorded for later playback as an on-demand archive. To see if an Adobe Connect Meeting is being recorded, the place to look in the 9.5 Meeting is here:

msedgerec.fw

The Microsoft Edge notification is not actually denoting recording in the traditional sense understood by Adobe Connect Meeting users. If you hover the mouse over the red dot in Edge, the recording message will appear in an Connect Meeting, but it has nothing to do with any actual recording. It seems merely to be triggered by the act of broadcasting with a camera or microphone. The recording indicator dot will disappear in Edge if the microphone and camera are not in use or muted, paused or turned off.

AEM/CQ JRE upgrade might not work if the correct default AEM/CQ folder is not selected while deploying 9.5.2

If you’re upgrading from 9.5 to 9.5.2 patch on Adobe Connect servers, please ensure the correct AEM/CQ installation folder is chosen while upgrading the JRE version for AEM/CQ servers else CQ jre might not correctly get upgraded.

Step 4 in the 9.5.2 Readme file for deployment instructions, mentions steps about upgrading JRE for your AEM/CQ servers.  On Step 4e, when you are required to choose the location parent directory of AEM/CQ, make sure to select the correct location where AEM/CQ folder is kept.

By default, it points to the 9.5 default installation directory(\Connect\9.5.0\ )for the install, but we need to make sure it points to root \Connect\ folder inside which AEM/CQ folder is kept and not the 9.5.0 folder.

This would ensure the AEM/CQ and Connect JREs have correctly upgraded and you should see the updated file and folder structure as mentioned in Step 4f  in the Verify Patch deployment instructions.

Affected Environment :   Licensed server 9.5.2 upgrade

If you’ve already applied the patch and suspect running into this problem :

To identify you are running into the same problem as described here, below is how the Connect installed folder structure would look like if somehow the incorrect AEM/CQ location folder is chosen while upgrading AEM/CQ  jre.

** This problem might get caused by the update_cq_jre.exe if not run via following the steps mentioned further below on this article. **

952-6

 

To rectify this problem, follow the below steps : 

Tomcat JRE Update

  • Please remove the current duplicate 9.5.0 folder completely created after running the patch which contains new jre7 folder.

 

  • Now run update_jre_tomcat.exe as an Administrator and on the prompt select the \Connect\9.5.0\  folder for the installation

952-2       952-3

 

AEM/CQ JRE Update

  • Now run update_cq_jre.exe as an Administrator and on the prompt select the root \Connect\ folder for the installation and NOT the 9.5.0 folder.

952-4

  • Finish the install and then it should show the correct jre7 folder created correctly under original 9.5.0 folder like below :

952-5

 

Reporting Enhancements with 9.5 release – Overview

I’m briefly describing here the new Reporting features that were introduced as part of Connect 9.5 release earlier this year. These reports have been added as part of this release to allow Adobe Connect Administrators to have a better view of the usage of their Connect accounts.

Availability : Hosted/Licensed setup

These reports are available under Reports -> System Usage tab. Both the reports can be downloaded in CSV format for further analysis.

Meeting Sessions Report >>

The meeting sessions report provides a summary of various meeting sessions that happened over a period of time and provides details per session such as start and end time, duration, session type (meeting/ seminar/ virtual classroom), total and peak participants.
  • Goto the Reports tab and go under System Usage Reports 

 

SU1

  • Select Meeting Session Usage from the dropdown and click Next

SU2

  • Select Date Range for filters and add or remove Report fields to be shown on the Report
SU3.1
  • Create Report
SU4
  • The report would be generated and it shows Meeting Usage Data Summary accordingly for the Reporting fields selected for display.
  • The report is available to be downloaded in CSV format or saved for later review by Administrators.
Meeting Usage Report >>

The meeting usage report provides a summary of meeting activity over a period of time. Users can find out total user minutes clocked as well as the peak concurrent users for the given period.

  • Goto the Reports tab and go under System Usage Reports as in Pic-1 above.
  • Select Meeting Usage from the dropdown and click Next

SU5

  • Select Date Range for filtering data based on a time duration to be shown on the Report
 SU6
  •  Create Report
  •  The report would be generated and it shows graphical representation of Meeting Usage Data for the time duration selected. 

SU7

  • The graphical report shows the Peak Concurrent Meeting users connected over different dates and the Total User Minutes that were consumed during those dates.
  • The Report can be downloaded in CSV format or saved for later review by Administrators.

 

Note  :  As indicated on these reports, reports from Reports section may take upto 24 hrs to reflect the latest data, depending upon the synchronization with the Reporting Database.

 

Hope these exciting features are helpful for you in your usage of Adobe Connect System Reports !

 

 

The new Flashless Addin feature update 9.5.2 – some most common queries answered

With the recent 9.5.2 update, Adobe Connect sessions should be accessible to users even if Flash is restricted or not available on their systems. This is described in the 9.5.2 Release Notes.

How does this affect my users attending meetings ?

If flash application is blocked or restricted in any user environment, the user should not be forced to install flash to attend Connect meetings now. When the user will try to launch a meeting, they should see a prompt to either choose to open the meeting in flash application or Adobe Connect addin.

If either of these is not installed, users get an option to choose to install the desired application as per their requirement/policies.

FP5

Does this also affect my user’s ability to play recordings ?

Recording playback on client users is also expected to work in the same manner as meeting rooms even if Flash is not present on the client.

Recording playback in on a client without Flash installed will prompt the user to launch it in the addin or prompt the user to install the Connect addin.

FP7

 

What would be my experience if I am connecting via a mobile device with or without Connect mobile app ?

Flashless Add-in launch is a Desktop only feature and only affects any users attending meetings on desktop clients. It does not affect mobile client in any way whether or not the users choose to come via mobile app.

What if I try to load Flash content in my meeting opened in addin ?

Once you choose to open your meeting room in the Connect addin, any content uploaded by hosts/users inside the addin, are expected to work in the addin itself. There should not be any dependency on Flash player for the same.

Does this also mean that users will now have to pass all 4 steps in the meeting Connect Test instead of the current 3 that are required ?

Meeting Connection test is still based on flash player so if users want to run meeting test, they should have flash installed. It would still not be mandatory to pass all the 4 tests as its optional installing one of the components : either the addin or flash plugin, for attending meetings or watching recordings.

 

Watch out some Quick troubleshooting tips in case you are encountering any troubles with the new addin.

Feel free to contact Support for directing any further queries or information !!