Adobe Connect Support Blog

February 7, 2017 /General /

The Adobe Connect Add-in crashes during meetings

Issue: The Adobe Connect Meeting Add-in crashes during Meetings.

Environment: Hosted and On-premise Connect deployments with clients running the Windows Connect Add-in Version 11.9.978.354.

Cause: There was a bug in the Windows Adobe Connect Add-in (Version 11.9.978.354), some customers have reported add-in crashes in various versions of Windows.

Resolution: We have released a newer version of the add-in with fixes for this issue.  We recommend un-installing the current Add-in and  re-installing the new Add-in (version 11.9.979.355).

NOTE:  To determine the version of the Connect Add-in that you have installed, follow the steps below:

  1. Join a Connect meeting
  2. Click on the HELP menu option and then click on About Adobe Connect
  3. In the pop-up dialog box, there will be an Adobe Connect Add-in Version

General

Join the discussion

  • By Brandon Smith - 1:30 AM on February 10, 2017  

    We are experiencing the same issue as other users. Our system has been crashing during meetings the past couple of weeks.

  • By James Jones - 2:22 AM on February 11, 2017  

    Does the bad add-in need to be un-installed prior to installing the older version? If so, can you post a link to a page with instructions? Also, is there any more info on this crash? What OS is affected? All of them?

    • By kwarner - 2:47 AM on March 15, 2017  

      Hi James,

      No need to uninstall the current add-in if you are going to use the Add-in installer from this link: http://www.adobe.com/go/adobeconnect_9_addin_win. It will overwrite the currently installed version.

      We have seen this issue affected all supported versions of Windows Operating Systems.

  • By Cindy - 12:05 AM on February 15, 2017  

    How do you know what version of the add-in you are running? I have never upgraded or installed the add-in.

    • By kwarner - 2:45 AM on March 15, 2017  

      Hi Cindy,

      When you are in a Connect Meeting with the Add-in, you can click on the HELP menu (top right of room) and then click ‘About Adobe Connect’. A new pop-up box will open and at the top, you will see the version of the Adobe Connect Add-in that you have installed.