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.

MP4 Recording Conversion Update

MP4 recording conversion functionality was recently unavailable for all Adobe Connect Hosted Accounts.

Note: Offline FLV recording conversion was unaffected and remains fully operational.

Update: 09 July

There is a workaround in place, as of 10:30 EST, to get the MP4 conversions back on track. Any job that was submitted prior to this may continue to throw an error to the user in the web app. Here is the way ahead:

• If you submitted a job this morning and the web app shows a conversion error, re-submit the job
• The queue is very long right now and it may take longer than normal for the conversions to finish.
• If you recently submitted a job, within the last hour or so, report all any new problems to the adobe support team.

TLS settings that may affect Meeting connection Test Results

Problem Description :

If you do not have any TLS version enabled in your browser settings, then your browser may fail to establish a secure connection to your Adobe Connect servers and thus may show the following symptoms :

  • Meeting connection test fails at Step 2 of connecting to the FMS server
  • Meetings connect however are very slow and experience frequent disconnects even if they get connected

If you’re experiencing any of the above symptoms with your meetings, it is recommended that you take a look at your browser TLS settings .

Most browsers nowadays, automatically have TLS settings enabled by default, however some browsers may still not have it enabled. You may need to enable it from the browser settings. Following is how it can be enabled in IE :



Environment : All Adobe Connect Hosted accounts

Reason Behind this behavior :

Due to security reasons , all Adobe Connect Hosted environments only support TLS 1.0, 1.1, 1.2 versions. All SSL versions (SSL 2/SSL 3) are disabled due to security reasons and open vulnerabilities.

It is therefore required that your browser is able to support a secure ssl connection using any of the available TLS versions.

For better understanding, I’ve also put a screen capture as below :



Terms of Service Notification on Adobe Connect Hosted Accounts

Changes made to the Adobe Connect Terms and Conditions (ToS) in Connect 9.4 are related to the new licenses introduced in Adobe Connect 9.4. Note that the first administrative login will be presented with the ToS dialog. If the first administrative login is an automated API call, this call will fail until the ToS dialog is manually cleared.

22.6: “Named Virtual Classroom Manager” means an individual that has the ability to host a Meeting in a Virtual Classroom, track user completion and course results for Meeting Attendees in Virtual Classrooms, and manage advanced registration, branded event pages, and email options. A Named Virtual Classroom Manager is a type of On-demand User.

22.7: “Named Webinar Manager” means an individual that has the ability to host a Meeting with Meeting Attendees up to the number of seats purchased, as well as manage advanced registration, branded event pages, email options, and reporting.  A Named Webinar Manager is a type of On-demand User.

The new licensing options were also added to sections 2.1, 3 and 19, and 20.  Similarly, in line with the new licensing, we also exchanged the term ‘seminar’ for ‘webinar’ in several locations.

For more information on Adobe Connect 9.4, see

Meeting Hosts and Concurrent Attendee Licensing Model

Although, using the Named Hosts licensing model, there are restrictions to assigning meeting hosts to rooms, there are fewer restrictions with the Concurrent Attendee licensing model.

In the Concurrent Attendee model, it is possible to assign participants as host in a room who are not members of the Meeting Hosts group. As there is no limit in the number of meeting hosts allowed with this licensing model, there are no restrictions to the number of users who are assigned as host in a room (whether or not they are member of the Meeting Hosts group), as long as the total number of concurrent users of all types does not exceed the license limit for the account.

With the Named Hosts licensing model, only users who are member of the Meeting Hosts group may be assigned as host in the web interface.

Zipped Captivate 8 Project will not Play Back in Connect

Issue: A project authored in Captivate 8 and published in zip format and uploaded to the Connect Content Library will not play back for clients running IE or Firefox.

  • IE clients see an error message: “The content you are trying to view is not supported….”
  • Firefox clients only see a spinning wheel

Note: earlier versions of Captivate work fine. This appears to be a bug in Captivate 8.

Solution: It has a very simple workaround: Enable metadata or reporting for Adobe Connect in the Captivate Project and republish to Connect and it will work fine.

To edit the reporting options in a Captivate project: File>Publish Settings>Reporting>Enable Reporting>Adobe Connect (note that it defaults to Other Standard LMS, but Connect is in the drop-down)



Correctly configuring CQ Externalizer service for using Social Media Plugins

Problem Description :

If you are running into the issue as described in this article, , and you have the Adobe Connect server hosted on your own premises, you may review the below setup to ensure the CQ Externalizer service is setup properly :

Environment : On-Premise Adobe Connect with CQ server

Steps :

1) On your CQ author server, goto {ServerName}:{Port}/system/console/configMgr/

2) Check if author and publisher domains are correct. Snapshot of how the setup is on my server :


3) Repeat the same steps on the CQ publish server

Additional Information  :

This is a known issue and currently under investigation by our Engineering. Please track this page for latest updates.

Cannot Tweet using Social Plugin from Event Info Page

Problem Description:  

When an event host or an event manager clicks on the “Tweet” button in an event information page the link generated for the tweet has character more than 140 and hence the host cannot tweet.

Below snapshot describes what we see when we try to tweet.

Hit on the tweet button marked yellow in the  snapshot below.


When we click on tweet below is what we see:



Reason Behind this behavior :

This is a known issue with us and Engineering is currently investigating the root cause as per the current status.

Environment : Adobe Connect Hosted with Events


Below is the possible workaround that users can utilize while the bug is under investigation with us :

A) Go to the event template you are using, Click on tweet.

A pop window will appear with a auto generated link, delete the link that is generated.




B) Copy the event info url link from the event information page and place it in the twitter pop-up window.


Note :

If you are running into this problem on your own on-premise Connect-CQ setup, please visit this article to find out the steps that can be applied on your server to fix this :


Connect on-premise – SSL – Convert .pfx to .pem format

Connect can be configured with Stunnel to support HTTPS and RTMPS. Stunnel requires you to provide a private key and a public cert file in .pem format.

You probably run Stunnel as a service (you should) so you also need to save the private key without a passphrase.

If you have a .pfx file with your private key and public certificate, you need to extract the key and cert from the .pfx file and save them to individual .pem files.

Here’s how to do just that:

  1. Install OpenSSL from here:
  2.  Open a command line window and change to the directory where you installed OpenSSL, i.e. c:\OpenSLL-Win64\bin\.
  3. Run the following command to extract the private key and save it to a new file:
    openssl pkcs12 -in yourpfxfile.pfx -nocerts -out privatekey.pem -nodes
  4. Now run the following command to also extract the public cert and save it to a new file:
    openssl pkcs12 -in yourpfxfile.pfx -nokeys -out publiccert.pem
  5. Now you can use the files in your Stunnel config.

You can find more on configuring SSL and a sample config for Stunnel here:



Seminar Extensions after Connect 9.3

Beginning with Connect 9.1.1, Connect Seminar extensions in session beyond the initially scheduled time were 30 minutes and then another 30 minutes and then an additional 10 minutes provided there was not a conflict with another scheduled Seminar. Beginning with Connect 9.3, this has changed; the new in-session Seminar extension options are now unlimited as long as there is not a conflicting scheduled Seminar under the same Seminar license. If there is another scheduled Seminar that is in conflict, then you will only get a 10 minute warning before your Seminar ends, but if there is not a conflicting Seminar then this interactive pop up will allow the Seminar host to extend the Seminar: