Troubleshooting Adobe Connect

Participate in Adobe Connect Meetings
Adobe Connect is an enterprise web conferencing solution for online meetings, eLearning and
webinars used by leading corporations and government agencies. This Visual Quick Start Guide
provides you with the basics participating in an Adobe Connect meeting, virtual classroom, or
webinar.
Attend an Adobe Connect meeting
1. It is recommended that you test your computer prior to attending a meeting. You can do this by
going to http://admin.adobeconnect.com/common/help/en/support/meeting_test.htm
2. The Connection Test checks your computer to make sure all system requirements are met. If you
pass the first three steps of the test, then you are ready to participate in a meeting.
Troubleshooting
Issue Solution
I cannot get into the meeting.
If you are having trouble joining a meeting try the following:
1. Enter the meeting as a Guest user by entering in your First and Last
2. Click the Help link on the Meeting Login page. This takes you to the Test Meeting Connection page
where you can verify that your computer meets all necessary requirements. If you do not pass the
test you will be given instructions for what you need to do.
3. Make sure popup blocking software is not blocking your meeting window.
4. You may be using a proxy server. To resolve this in Internet Explorer, select Tools > Internet
Options > Advanced tab. Then enable the setting Use HTTP 1.1 through proxy connections. After
doing this, clear your cookies, close all browser windows and attempt to re-enter the meeting.
I cannot hear any audio
1. Verify that your computer speakers are on and your computer’s volume is at an audible level.
2. Check to see if the meeting host has provided teleconference information. If this is the case, you
need to dial in via telephone to hear meeting audio.
I have been granted rights to speak, but no one can hear me
If you are having trouble sharing your voice, try the following tasks:
1. Make sure your computer microphone is not muted.
2. Run through the Audio Setup Wizard. To do this, Select Meeting > Audio Setup Wizard. The wizard
guides you through five steps in which your computer is tuned for optimal VoIP.
3. You may have elected to deny the Flash Player access to your computer’s microphone. To verify
this, right click in the meeting window and choose Settings to view your Flash Player settings. In the
dialog box, choose Allow.
The host is sharing their screen, but it is fuzzy.
If you are having trouble seeing a hosts screen, try the following:
1. Click the Full Screen button on the top of the Share pod.
2. View the full resolution by using the pod options menu in the top
right hand corner of the pod to select Change View > Zoom In
Change your status
Within a meeting, you can also change your status to provide feedback to the presenter and other
attendees.
To change your status, click the arrow on the Status Options dropdown list on the Application Bar
and select your desired status option.
If you select an option above the line such as Agree or Step Away, you status remains until you
choose Clear Status.
If you choose an option below the line such as Speed Up or Applause, your status automatically
clears itself after a number of seconds.
When you set your status, an icon appears next to your name in the Attendees pod.
Chat
To send a message to everyone, simply type your message in the chat pod and hit enter or click the
send icon. If the meeting host has enabled private chat, you can send messages to a specific
attendee or group within the meeting. To do this, use the Attendees pod to hover over the name of
the attendee you’d like to chat with, and select Start Private Chat. Alternatively, you can use the
Pod Options menu in the top right hand corner of the pod to select an individual or group by
clicking Start Chat With.
Private chat messages show up in additional tabs to make it easy to distinguish between private and
public chat. If the host is using a Q&A pod instead of a Chat pod, then all messages are moderated
and private chat is not available.
Audio conferencing options
Adobe Connect supports the following solutions for adding audio to meetings and training
sessions. Contact your administrator to find out which audio conferencing options are
available for your account.
Built-in VoIP
Adobe Connect broadcasts audio in meetings or training sessions using VoIP and the
microphones on attendees’ computer systems. See Audio in meetings.
Universal voice audio providers
Universal voice audio providers enable Adobe Connect to broadcast all telephone-based
audio into an Adobe Connect meeting room over VoIP. Both account administrators and
hosts can configure audio conferencing providers for universal voice. See Using universal
voice.
Integrated telephony adaptors without universal voice
These adaptors, which are extensions to Adobe Connect written in Java, provide
communication between Adobe Connect and specific audio conferencing providers.
Integrated adaptors have advanced call capabilities, allowing hosts to control the audio
conference from the meeting. Adobe provides several integrated telephony adaptors for
hosted installations. For example, MeetingOne, Arkadin, PGi, and InterCall are integrated
telephony adaptors. Integrated adaptors in licensed installations can also be configured for
universal voice. See Using integrated adaptors.
The following table compares the universal voice and integrated telephony solutions.
Universal Voice
Audio Provider
Integrated Telephony
Adaptor
Broadcast audio in Adobe Connect over
VoIP
Yes
Yes, if enabled for
universal voice
Enhanced call control. For example, mute,
hold, and so on.
No
Yes
Record audio with Adobe Connect Meeting Yes
Yes
Requires Flash Media Gateway (bundled
with the Adobe Connect installer)
No
Yes
Using integrated adaptors
Include attendees in an audio conference call
Hosts have several options for dialing out to include participants in an audio conference call.
You can dial out to a registered participant by using the telephone number stored in their
profile or by entering a new telephone number. To include an unregistered participant in the
audio conference call only, you can enter a new name and number to dial.
About audio conference status
After attendees connect to an audio conference, status icons appear next to their names.
Note: Status icons do not appear for user-configured audio providers.
Attendee status
Icon
On the phone
Talking
Dialing in progress
On hold
Muted
Note: Some audio conference providers do not support the On Hold feature.
Create and use audio profiles
An audio profile is a collection of audio conference settings that map to an audio provider.
You use audio profiles whenever you use an audio provider with Adobe Connect Meeting.
Audio providers are companies that offer audio conferencing services that work with Adobe
Connect. For more information about audio providers, see Audio conferencing options.
Create an audio profile
All audio profiles include the audio provider and profile name. The remaining information
includes numbers and access codes that hosts provide for meetings. The text boxes that
appear for entering this information depend on the provider. For integrated providers, the
requested information comes from their configuration code. For universal voice providers,
the requested information comes from host-defined steps in the dialing sequence. See Define
a dialing sequence.
Note: You can ensure that the audio conference settings and other profile information
successfully start an audio conference. Run the test on the Enter Provider Information page
(Administration > Audio Providers or My Profile > My Audio Providers, select a provider,
and click Edit). See Test a dialing sequence.
Meeting hosts, limited administrators, and administrators can create audio profiles.
1. In Adobe Connect Central, click My Profile > My Audio Profiles.
2. Click New Profile.
3. Select an audio provider and name the profile.
Provider
Audio providers configured for universal voice by an account administrator or host.
Selecting a provider binds the audio profile to the information configured for the
provider.
Profile Name
A unique name that represents something meaningful to you, such as the purpose of
the audio profile.
If the account administrator or host included a URL for the provider, it appears in the
Profile Information window. This URL can link to an information page with details
on how to create the audio profile.
4. Fill in the remaining information and click Save. Saving the profile automatically
enables it for use. You can change the sequence of the local conference numbers in
the Profile Information.
View full size graphic
New Audio Profile window with provider-specific fields
To enable or disable an existing audio profile, select it in My Audio Profiles, click
Edit, change the Profile Status menu, and click Save.
5. For Arkadin audio provider, enter the SIP access number, if provided by Arkadin. If
the SIP access number is not provided, duplicate the value in the Toll free access
number, from the SIP access number field.
Edit or delete an audio profile
You can change the profile name, and enable or disable an existing audio profile. You cannot
change the audio provider. You specify a provider only when you create a profile.
1.
2.
3.
4.
In Adobe Connect, click My Profile > My Audio Profiles.
Select a profile and click Edit.
Change the profile name or status and click Save.
To delete an audio profile, select it and click Delete.
Associate an audio profile with a meeting
When you associate an audio profile with a meeting, you include the audio conferencing
settings defined for the audio provider.
1. Do one of the following:
o Create a meeting and enter the required information (click Meetings > New
Meeting).
o Open an existing meeting and click the Edit Information tab.
2. In the Audio Conference Settings section, select Include This Audio Conference With
This Meeting. Select the profile from the menu and click Save.
All the profiles you created appear in the menu.
Note: If you change the audio profile once you start the meeting, the new conference settings
take place only after you end and restart the meeting. Wait for a few minutes to see the
changes. The changes are immediate when you change the audio profile from the Audio
Conference Preferences dialog from within a meeting.
View full size graphic
Selecting an audio profile for a meeting
Using universal voice
The universal voice solution enables you to conduct a live audio conference with meeting
participants over VoIP. Participants hear any telephone-based audio through their computer
speakers and can broadcast their voices either via telephone or computer microphone. Hosts
can record the audio conference with Adobe Connect Meeting.
Configure a universal voice audio provider (administrators/hosts)
Administrators configure audio providers for all users of an account. Users can configure
audio providers for their personal use in audio conferences.
1. Add or edit an audio provider.
You can configure virtually any audio provider to use universal voice functionality, as long
as an account exists with the provider. The first step is to set up identification details,
including the name of the provider and telephone numbers for dialing into the meeting. See
Create or edit audio providers.
2. Add a dialing sequence.
For hosted accounts, the Adobe Connect server uses the dialing sequence to join the audio
conference, when the host joins the meeting. In this step, you set up the conference number,
DTMF tones, and pauses for dialing into an audio conference. See Define a dialing sequence.
3. Test the dialing sequence.
To verify that the dialing sequence works as expected, you can execute the steps, including
the user-defined steps, and then adjust the dialing sequence accordingly. See Test a dialing
sequence.
Create and use an audio profile (administrators/hosts)
1. Create an audio profile.
For any audio provider in your account, you can create one or more audio profiles for setting
up audio conferences. See Create and use audio profiles.
2. Create a meeting and select an audio profile.
You create a meeting using the Meeting wizard, but instead of entering audio conference
settings manually, you select one of your audio profiles. These audio profiles contain the
conference settings for the audio provider. See Associate an audio profile with a meeting.
Start an audio conference (hosts)
1. Enter the meeting room.
Hosts start the meeting, and participants receive an invitation by email or instant message to
join the meeting. See Join a meeting.
2. Start the audio conference.
From the meeting room, hosts start the audio conference so that Adobe Connect can join the
conference. See Start meeting audio.
Meeting hosts can configure an audio profile to automatically start with the meeting. Hosts
do not have to manually start the audio profile. For more information, see Change Audio
Conference Settings from within a meeting.
3. (Optional) Record the audio conference.
Hosts can record telephone-based audio along with the web conference. The audio is played
back with the audio conference. See Record a meeting.
View full size graphic
A.
Pause audio option in Audio pop up menu
B.
Notifier indicating paused audio
Best practices for starting a universal voice conference
If a host starts an audio conference, as a moderator and then leaves the meeting room, the
conference ends for all participants. However, if a host starts the audio conference as a
participant and then leaves the meeting room, the audio conference continues for the
remaining participants. Depending on your audio provider, you may need a moderator code
or a leader pin number to start an audio conference.
To avoid ending the audio conference if you leave the meeting room, do the following:
1. Create an audio profile that uses a participant code to start the audio conference. See
Create and use audio profiles.
For user-configured providers, make sure that the dialing sequence includes a
participant text box. This text box appears when you create an audio profile based on
that provider.
2. Enter the Adobe Connect Meeting room, and start the audio conference.
3. Use a telephone to dial into the meeting.
Enable audio in meetings
Start meeting audio
Audio for a meeting is not enabled by default. Meeting hosts can configure an audio
conference to auto-start when the meeting is first launched. Depending on the configuration,
the audio conference starts with or without prompting the user. If these settings are changed
during a meeting, the changes are effective from the next launch of the meeting.
To start an audio conference and set its preferences, do the following:
1. Navigate to the Meeting Information page for a specific meeting.
2. Click Enter Meeting Room.
3. From the Audio menu, choose one of the following:
Microphone Rights for Participants
This option appears if there is no audio profile attached to the meeting. Choose this
option to enable audio conference using VoIP.
Start Meeting Audio
This option appears if an audio profile is attached to the meeting.
4. Specify how you want the attendees to join the meeting’s audio conference. You can
specify one or more of the following. The availability of the options depends on the
meeting’s audio and system configuration.
To access the various audio conference preferences, click Audio > Audio Conference
Settings. For more information, see Change Audio Conference Settings from within a
meeting.
Note: If Universal Voice is configured, you can select both options. Participants can
join the audio conference either using their computer’s microphones, or join the
meeting using their phone. Start broadcasting to enable participants to hear any
telephone-based audio through the computer speakers and broadcast their voices to
telephone users using the microphone. When you stop broadcasting, VoIP users are
audible to phone users, but phone users are not audible to the meeting users.
5. Click Start.
Once meeting audio has been started, attendees join the audio conference.
Join audio conference
After a host starts an audio conference, depending on the settings for audio conference, a
notification window may appear to all attendees. The following options are possible:



Dial in and dial out information is presented to attendees.
The audio conference preset by the host starts.
Additionally, hosts see the dialog to start audio conference and to configure the Audio
Conference settings in the Preferences.
After choosing the appropriate option if necessary, attendees can then broadcast their voices
via their telephones or computer microphones.
Join audio conference from in-meeting Audio menu
You can join an audio conference from the pop-up menu items, using the following
steps:
1. To connect to conference audio, click the telephone button
in the main
menu bar.
2. In the Join Audio Conference dialog box, select one of the following:
Dial-out
Receive a call from the meeting on the telephone number you enter.
Dial-In
Dial in using the number and instructions provided in the text box.
If a dial-in token is provided, hosts can mute specific attendees. Without a dial-in
token, hosts must first merge attendees with the related phone number in the
Attendees pod. (See Merge two listings for the same caller in a conference call.)
If audio is broadcasted in a meeting, meeting users are given an option to Listen Only,
in the pop-up dialog box. When you click Listen Only, you are passively placed in the
audio conference. For more information, see Change Audio Conference Settings from
within a meeting.
Using Microphone (Computer/Device)
To connect using your computer microphone and speakers. (See Broadcast your voice
using VoIP.)
Join the audio conference started by default
Hosts can configure an audio conference to automatically start when attendees join a
meeting.
Manage audio within meetings
Enable microphone for participants using computers
By default, only hosts and presenters can use their microphones for audio. However, hosts
can enable participants to broadcast by doing any of the following:


To enable audio for all participants, choose Audio > Microphone Rights For
Participants. icon displays for all participants in the Attendees pod.
To enable audio for specific participants, select one or more in the Attendees pod.
Then choose any of the following from the pop-up menu: Enable Audio, Make Host,
or Make Presenter. icon displays next to the participant in the Attendees pod.
Using the same pop-up menu, hosts can later disable audio for specific attendees,
reducing background noise.
Allow only one speaker to use the microphone at a time
Hosts can avoid overlapping conversations by doing the following:
Choose Audio > Enable Single Speaker Mode.
An asterisk appears next to the microphone button
in the main menu bar. When one
speaker clicks the button, it’s disabled for other users until the current speaker clicks the
button again. This option is available only when using VoIP for audio and the option is not
available when using a combination of VoIP and telephony for audio.
Enable Lecture Mode (MeetingOne only)
In MeetingOne audio conferences, you can enable Lecture mode. In the Lecture Mode, only
the MeetingOne host and Adobe Connect hosts and presenters can speak. All other attendees
in the meeting are unable to transmit audio as they are muted or their microphone rights are
suspended.
Choose Audio > Enable Lecture Mode.
Broadcast your voice using VoIP
1. In the main menu bar, click the microphone button
.
As you speak, sound waves appear in the button icon, indicating audio level.
2. (Optional) To the right of the microphone button, click the menu button , and
choose Adjust Mic Volume if you are too loud or quiet. Or choose Mute My Mic to
temporarily stop broadcasting (for a cough or other interruption).
You can select which microphone to use for audio, if you have more than one
microphone connected. Click Audio, click Select Microphone, and choose from the
displayed list of microphones.
When an attendee is speaking, the microphone icon is displayed next to their name
in the Attendees pod. If configured from the Attendees pod menu , the names of
active speakers are displayed in the pod.
Adjust or mute audio volume
Each attendee can customize audio volume on their system.
In the main menu bar, select any of the following from the speaker
menu :
Mute My Speakers
Entirely disables or enables audio. (Click the speaker icon to quickly toggle this
option.)
Mute Conference Audio Only
Retains any audio playing in the Share and Video Telephony pods.
Adjust Speaker Volume
Displays a slider attendees drag to customize volume.
Call out to a new telephone user
1. Choose Audio > Call a New User.
2. Enter the participant’s name and telephone number.
3. Select Call to dial the participant’s phone number immediately.
The attendee is called on the phone and the Call in Progress icon
the right of the attendee’s name.
is displayed to
Call out to a participant logged in to Adobe Connect
1. In the Attendees pod, select the name of the participant to add to the audio
conference.
2. From the pod menu , click Attendee Options > Call Selected User.
The Call Telephone User dialog box appears. You can either enter a new phone
number or select a number from the list of numbers associated with the participant.
3. Click Call.
Merge two listings for the same caller in a conference call
If attendees dial into an audio conference without a token, they appear twice in the Attendees
list. The attendees appear once with their name and for the second time with their phone
number. Hosts can merge the listings into one.
1. In the Attendees pod, do one of the following:
o Drag a number and drop it on the name of the participant.
o Select a participant name and the number and choose Merge from the menu.
o Select a participant name and the number and from the pod menu
, select
Merge Users.
2. Click the confirmation button. To hide this button in the future, check Don’t Ask
Again.
Note: For audio conference features to function in your meeting or training session,
enable the conference adapter.
Stop or pause audio broadcast
You can either stop or pause audio broadcast in an Adobe Connect session. Stopping audio
broadcast, not only stops the audio integration but also breaks the UV line. Adobe Connect
9.2 onwards, Pause Audio Broadcast option is available. It pauses the audio broadcast
without breaking the UV line. When audio broadcast is stopped, participants joining via
telephone can continue to talk, while other participants cannot hear them. However, when
audio broadcast is paused, participants connected via telephone line can hear the participants
connected via VoIP but the participants using VoIP cannot hear those using a telephone line.
View full size graphic
A.
Pause audio option in Audio pop up menu
B.
Notifier indicating paused audio
These options support various scenarios where hosts want to handle audio broadcast during
meetings in a specific way. For example, during longer meeting breaks, hosts may want to
stop broadcasting audio or participants on telephone bridge can have a discussion without
other participants hearing it.
1. Choose Audio > Stop Audio Broadcast or Audio > Pause Audio Broadcast.
2. To resume the audio broadcast, choose Audio > Start Audio Broadcast.
Note: Hosts can stop a broadcast for all attendees, but not for a specific participant.
Stop an audio conference or change audio mode
Do one of the following.


Choose Audio > Stop Meeting Audio.
Choose Audio > Change Meeting Audio Mode.
See Best practices for starting a universal voice conference to avoid ending a conference
when hosts leave.
Adjust audio quality
Quickly optimize settings with the Audio Setup wizard
1. Select Meeting > Audio Setup wizard.
2. Follow the onscreen instructions to optimize audio quality. If a dialog box appears
requesting access to your camera and microphone, click Allow.
Set advanced audio options
1. Choose Meeting > Preferences and click Microphone in the left pane.
2. Select Use Enhanced Audio to automatically cancel echoes, control microphone
volume, and suppress noise. Deselect this option if you experience any issues with the
audio quality.
3. Select Automatic Gain Control to enable your microphone volume to adjust
automatically in response to changes in voice level. Deselect this option if audio
volume fluctuates unpredictably.
4. For Acoustic Echo Cancellation Mode, select one of the following:
Note: Install the Adobe Connect add-in to use these options.
Full Duplex
Enables multiple users to speak at one time. If echo feedback results, select another
option (this option is preferred for most systems).
Half Duplex
Enables only one user to speak at a time. Use this option if microphones on your
system are unusually sensitive (transmitting unwanted background sound) or if you
have poor echo cancelation.
Headphones
Optimizes audio settings for use with headphones. This option uses Full-Duplex
mode, in which multiple users can speak at one time.
5. For Audio Quality, choose the setting that does not degrade sound:
Fast
Provides the fastest performance but the lowest audio quality. (Use this option for
systems with slower CPUs.)
Best
Provides the slowest performance but the best audio quality. (Use this option for
systems with faster CPUs.)
Custom
Enables you to select options for audio quality settings. Use this option if the standard
settings do not provide adequate results. Choose from the following options:
o
For Echo Path, select 128 (the default setting) or 256. The higher setting
provides greater suppression of audio feedback. This setting uses more CPU
resources and is recommended for systems that do not use headphones.
o Select Noise Suppression (selected by default) to reduce the amount of noise
that the microphone picks up. Deselect this option to make the microphone
more sensitive.
o Select Non Linear Processing (selected by default) to use non-linear
processing for audio data. Deselect the option to use standard processing (and
fewer CPU resources).
6. Select Use Speex Codec in this meeting room, to take advantage of this VOIPoptimized technology. Attendees can use this option from within the browser. Options
range from Fast for fastest performance and poorest quality, to Best for slowest
performance and best quality.
Change associated audio profile from within a meeting
Hosts can change the associated audio profile from within a meeting room.
1. Click Audio > Stop Meeting Audio, if the meeting audio is already started.
2. Do one of the following:
o Click Audio > Audio Conference Settings.
o Click Meeting > Preferences > Audio Conference.
3. Change the Audio Profile Settings from the pop-up list.
Note: You can also modify your audio profiles by clicking Manage Audio Profiles
link.
4. You can also modify other Audio Conference Settings
Note: The changes to audio conference take effect only after the meeting is relaunched.
Change Audio Conference Settings from within a meeting
Hosts can change the various audio settings used in a meeting room, from within the room.
1. Click Audio > Stop Meeting Audio, if the meeting audio is already started.
2. Click Meeting > Preferences > Audio Conference.
3. You can set the default settings for audio conference:
o Select Using Microphone (Computer/Device) for your audio.
o Select Allow participants to use Microphones to allow all the participants in
the meeting to participate in the verbal discussion.
o Select Using Phone to use a telephone to attend the audio conference.
o If your audio profile permits using both, microphone and a telephone,
simultaneously, the option Broadcast Telephony audio is displayed and is
selected by default. If you use both options, Broadcast Telephony audio option
remains selected.
o Select Provide Dial-in details to participants, to display dial-in options to
participants when the audio conference starts.
o Select Provide Dial-out option to participants, to display the dial-out field,
where participants can provide their telephone number to accept calls from the
meeting.
o Select the checkbox Start Audio Conference automatically with this meeting,
to start audio conference when a meeting starts.
o Select the checkbox Show Start Audio Conference dialog when meeting starts,
to prompt to start the audio conference when the meeting starts.
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