Adobe Connect Troubleshooting and FAQs
Thank you for signing up for one of our webinars! We offer the following tips to help you solve the most common types of problems encountered in Adobe Connect. If you have suggestions for additional tips, please send them to info@storycenter.org.
On my computer, the Adobe Connect meeting room appears to freeze.
Solution: Quit Adobe Connect and log back in to refresh the connection.
My sound has cut out entirely.
Solution: Close the Adobe Connect session and your browser. Then reopen both to join the session.
My sound is cutting in and out.
Cause: This is a connection speed issue.
Solution: Use a wired internet connection, or try to work as close to the wireless router as you can. Make sure you have set your connection speed in Adobe Connect to the type of connection you’re using.
I can’t get Adobe Connect to load correctly (‘white loading screen’).
Solution: You need to try another browser (we recommend NOT using Chrome), or install the newest version of Flash. A short-term fix is for you to load the Adobe Connect from within the browser. You can do this by appending "?launcher=false" to the URL of the classroom (before you click it).
For sessions with enabled microphones only:
I’m hearing loud feedback.
Cause: Someone is listening to the session on their speakers while their microphone is on, and the sound from the speakers is picked up by their microphone, causing feedback.
Solution: Wear headsets/headphones/earbuds, and turn off speakers. We will disable microphone access if loud feedback continues to cause problems.
My microphone isn’t working.
Solution: Be sure your microphone is plugged in BEFORE you log in to Adobe Connect. Otherwise, quit Adobe Connect, plug in your microphone, and log in again.
Be sure you click “Allow” when you get a popup asking for permission for Adobe Connect to access your microphone.
When you're in an Adobe Connect session, do the Audio Setup Wizard, under the ‘Meeting’ menu, in the ‘Manage My Settings’ submenu. The most important part is Step 2, where you pick a microphone from a list. Make sure you select the right microphone. If your microphone is not listed, you need to restart your computer with the microphone connected. If after a restart it is still not listed, you might need to install drivers for your microphone.
Make sure that your microphone and audio headset works with your computer when you are not logged in to Adobe Connect. If it does not, and you can't hear the audio and/or can't be heard when you speak into the microphone, try this (for Windows):
- Right-click on the little speaker icon that's in the lower-right corner of the screen, near the clock.
- Select "Adjust Audio Properties".
- In the window that pops up, click on the "Audio" tab.
- n that page, under "Sound Playback" and "Sound Recording", see what the options are in the drop-down box and see if changing the defaults will fix the problem.
On a Mac, go to the Apple in the upper left corner, choose “system preferences” and the choose the “sound” control. Check the “input” settings. Make sure that the volume slider is not set all the way to the left. Make sure that the correct microphone is selected.
If you'd like to learn even more about Adobe Connect, check out: http://www.adobe.com/resources/acrobatconnect/
Special thanks to the University of Pennsylvania School of Arts and Sciences, whose Adobe Connect FAQ informed the development of ours.