Adobe Connect Support Guidelines

Adobe Connect Support Guidelines
THINK TANK
Online Services
Adobe Connect Support Guidelines
Revised September 28, 2015
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Contents
Introduction ................................................................................................................................................................................................................... 4
What is Adobe Connect?................................................................................................................................................................................................ 4
Adobe Connect Usage – Quick Guide ............................................................................................................................................................................ 4
Items Required for Accessing Think Tank Online Services......................................................................................................................................... 4
Starting Up Adobe Connect Session .............................................................................................................................................................................. 5
The Basics ....................................................................................................................................................................................................................... 8
How to test your audio .............................................................................................................................................................................................. 8
How to start your Webcam...................................................................................................................................................................................... 14
Participants capabilities ........................................................................................................................................................................................... 15
Enable microphone or video to specific participants .............................................................................................................................................. 16
Collaborate Features.................................................................................................................................................................................................... 17
Whiteboard .............................................................................................................................................................................................................. 17
Share My Screen ...................................................................................................................................................................................................... 18
Desktop. ............................................................................................................................................................................................................... 20
Windows. ............................................................................................................................................................................................................. 20
Applications.......................................................................................................................................................................................................... 20
Chat .......................................................................................................................................................................................................................... 21
Share documents ..................................................................................................................................................................................................... 22
Frequently Asked Questions ........................................................................................................................................................................................ 24
1.
How do I access to Adobe Connect? ................................................................................................................................................................ 24
2.
How do I know if the Adobe Connect Add-In is installed in Windows?........................................................................................................... 24
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3.
How do I know if the Adobe Connect Add-In is installed on a Mac? ............................................................................................................... 25
4.
How do I install the Adobe Connect Add-In? ................................................................................................................................................... 25
5.
What to do when the Adobe Connect Add-In crashes? .................................................................................................................................. 26
6.
How do I get help with Adobe Connect? ......................................................................................................................................................... 26
Troubleshooting ........................................................................................................................................................................................................... 27
1.
Meeting login issues? ....................................................................................................................................................................................... 27
2.
To resolve meeting access issues check the following: ................................................................................................................................... 27
3.
You cannot share the screen. .......................................................................................................................................................................... 27
4.
Unable to display content such as Word documents, Excel Spreadsheets, etc.? ........................................................................................... 28
5.
Unable to upload content or use the screen sharing feature using Internet Explorer.................................................................................... 28
6.
24/7 IT Support Center .................................................................................................................................................................................... 28
7.
For Desire2Learn (D2L) Support....................................................................................................................................................................... 28
8.
Classroom Technology Service (CTS) ............................................................................................................................................................... 28
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Introduction
The purpose of this document is to provide you with a quick reference on how to access services and the basics on how to use
Adobe Connect.
What is Adobe Connect?
Adobe Connect is a web conferencing software that allows faculty and students to interact in an online environment.
Adobe Connect Usage – Quick Guide
Items Required for Accessing Think Tank Online Services
To participate in online services, the following items are required:
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A computer with any of the following Operating Systems:
o Windows: Fast processor equivalent to Windows 7, Windows 8 or Windows 8.1, 1GB of RAM minimum. Microsoft
Internet Explorer 8 or later; Mozilla Firefox; Google Chrome. Adobe Flash Player 11.2+.
o Mac OS: 1.83 GHz Intel Core Duo or faster processor, 1 GB of RAM minimum. Mozilla Firefox; Apple Safari; Google
Chrome. Adobe Flash Player 11.2+.
o Linux: Ubuntu 14.04; Red Hat Enterprise Linux 6; OpenSuSE 13.1, No Add-In support. Users on Linux can attend
meetings in the browser. Google Chrome. Adobe Flash Player 11.2+.
o Mobile: Apple: iPhone 5S, iPhone 5, iPhone 4S, iPad with Retina display, iPad 3, iPad 2, iPad mini, and iPod touch (4th
& 5th generations). Android: Motorola DROID RAZR MAXX, Motorola Atrix, Motorola Xoom, Samsung Galaxy Tab 2
10.1, Samsung Galaxy S3 & S4, Nexus 7 tablet.
An Internet connection (anything that is not dial up should be fine).
Adobe Connect Add-In. You will be prompted to install it the first time you attempt to upload content or share a screen.
A webcam and microphone (a webcam is recommended but not required).
Quiet place. If you are in a noisy environment it may be difficult for the staff member to communicate with you.
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Starting Up Adobe Connect Session
1. Go to http://thinktank.arizona.edu/online to join the session.
2. Click the appropriate link to start the Adobe Connect session.
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3. Once you select the desired session, enter your name as a Guest and click “Enter Room”.
4. The host will accept your entry and then you will join the session.
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5. You may be prompted to install Adobe Connect Add-In upon attempting to screen share or use functionality that requires
this application. This is the most common way to install it. You will see a screen with the message below. Click the YES
button to install it.
a. You can install Adobe Connect Add-In before the meeting. Please refer to the “Frequently Asked Questions” section
for instructions on how to pre-install it.
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The Basics
How to test your audio
This Audio Setup Wizard will verify that you are able to hear other attendees' audio and that you are able to be heard by others, if
the host grants you permission to speak.
1. From the Meeting menu select “Audio Setup Wizard”.
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2. If you haven’t installed the Adobe Connect Add-In, it will prompt you to install it at this point. Click “Install add-in” button.
3. Click “Yes” to confirm the installation.
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4. It opens a welcome window, click “Next”.
5. Within the Audio Setup Wizard, click the “Play Sound” button to verify that your computer’s speakers are working properly,
then click “Next”.
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6. Select the recording device or audio (Microphone) from the drop-down menu, and click “Next”.
7. Click “Allow” to confirm the access to camera and microphone.
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8. Click the “Record” button and test the microphone, then click the “Stop” button. If you hear your voice when you click the
“Play Recording” button played back through your speakers, your microphone is working properly with Connect. Click “Next”.
9. Click on the “Test Silence” button. The wizard will record and analyze the background noise. Click “Next” when the test is
complete.
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10. You will see this window below if the wizard summary has been completed successfully. Click the “Finish” button.
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How to start your Webcam
By default, only hosts and presenters can broadcast video. The host will change your role to presenter, so that you have access to
the Webcam. Once complete:
1. Click “Start My Webcam” button in the menu bar.
2. At this stage you may be prompted to allow Adobe Flash to access your camera and microphone. Click the “Allow” button.
3. In the camera, an image appears so you can adjust the camera position.
4. Click “Start Sharing” to broadcast your video to all participants.
5. You can pause or stop video by hovering the mouse over the video pod and selecting the “Pause or Stop” icons.
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Participants capabilities
By default your capabilities as a participant in a meeting are: 1. View the content that the host or presenter is sharing, 2. Hear and
see the host and presenter’s audio and video broadcast, 3. Chat. However, if you would like or need to share a video or use a
microphone you can let your host know.
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Enable microphone or video to specific participants
Only the host can enable microphone and video to specific participants. If you need these features, please let the host know.
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Collaborate Features
Whiteboard
The host may have you collaborate on a whiteboard. You will be able to use these features: text, shapes, insert symbols, drawings, and
annotations in a meeting.
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Share My Screen
1. If you need to share your computer screen, please let the host know. They will grant this access to you by clicking “Request
Screen Share”.
2. An alert will appear on your screen “Begin Sharing Desktop?” click “Start”. After you have granted permission you can select
from the Menu bar Pods > Share > Add New Share.
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3. In the share pod, select Share My Screen > Share My Screen.
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4. There are three sharing options: Desktop, Windows and Applications.
Desktop.
If you have more than one monitor, select the monitor that you want to share.
Windows.
Select the window or windows that you want to share.
Applications.
Select the application or applications that you want to share.
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Chat
You can use Chat pod to type questions or comments while the meeting is in progress.
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Share documents
As a participant, you must be granted access from the host to share documents from your computer. Once you have access, follow
the steps below:
1. In the Share pod, choose Share > Add New Share.
2. Click the Pod menu option
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and choose Share > Document
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3.
You can select the file from your computer using the “Browser My Computer” button.
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Frequently Asked Questions
1. How do I access to Adobe Connect?
See page 5.
2. How do I know if the Adobe Connect Add-In is installed in Windows?
a) Go to Control Panel on your computer.
b) Double click “Programs”.
b) Double click the “Programs and Features”.
c) From the list you will see “Adobe Connect 9 Add-in” installed.
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3. How do I know if the Adobe Connect Add-In is installed on a Mac?
a) Click the “Finder” icon in the Dock.
b) Select “Applications” from the Favorites section in the Finder window that opened automatically. Alternatively, select “Go”
menu and choose “Applications from the drop-down list”.
c) Locate “Adobe Connect 9 Add-In” installed.
4. How do I install the Adobe Connect Add-In?
See page 9 and 27.
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5. What to do when the Adobe Connect Add-In crashes?
When screen sharing, adjust your screen resolution to be a multiple of 16. For example, use a resolution of 1024 x 768 or 1280 x 1024.
6. How do I get help with Adobe Connect?
Click the”Help” option at the top right from the Menu bar.
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Troubleshooting
1. Meeting login issues?
If you are having trouble accessing a meeting, please call the Think Tank Front Desk at 520.626.0530 or use the Chat feature
on our website http://thinktank.arizona.edu/.
2. To resolve meeting access issues check the following:
Are you connected to the Internet?
Are you accessing the correct URL?
Try connecting from another computer.
Disable popup blocker software.
Clear the browser's cache.
3. You cannot share the screen.
1. You must be granted access from the host.
2. You will be prompted to download the Adobe Connect Add-In to have this capability. Click “Install” when prompted to
complete installation. This is the most common way to install it. See page 9 for more details.
3. You can also manually download Adobe Connect Add-In and install it. There are two version available (Windows and Mac)
Open this URL: http://www.adobe.com/support/connect/downloads-updates.html
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4. Unable to display content such as Word documents, Excel Spreadsheets, etc.?
1. You must be granted access from the host.
2. Make sure you have Adobe Connect Add-In installed.
5. Unable to upload content or use the screen sharing feature using Internet Explorer.
Ensure that you have a supported version of Internet Explorer. See page 3 for more details about Adobe Connect
Requirements.
6. 24/7 IT Support Center
Phone: (520) 626.TECH (8324) or (877) 522.7929. They would be the first point of contact for clients that need technical assistance with
your Internet browser, installation or updating of Adobe Flash Player, issues with the Adobe Connect Add-In or computer questions in
general.
7. For Desire2Learn (D2L) Support
Phone: (520) 626.6804 or email: D2L@email.arizona.edu. They would be the first point of contact for clients that need technical
assistance with D2L. You can submit a problem report by email or contact a member of the D2L Support Team.
8. Classroom Technology Service (CTS)
Phone: (520) 621.3852. They would be the primary contact for host, if they need help setting up a meeting.
If you have any questions, please contact the Think Tank Front Desk at (520) 626.0530.
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