Technical Troubleshooting

Overview

If you have never joined an Adobe Connect Session before, or if you are having trouble, please run the Adobe Connect browser test and install the necessary plug-ins.  Below are some trouble shooting tips that may help you if you or any of your students run into technical issues before or during your Adobe Connect session.


Pre-Meeting Issues

Here is a list of issues and solutions so that you can prevent these issues from happening.

Tool Troubleshooting Tips

Microphone

  • 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.
  • 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.
                   -Under Sound Playback and Sound Recording, see if changing the defaults will fix the problem.

 

Issue: You can’t get Adobe Connect to Load Correctly (‘White Loading Screen’).
Solution:  You need to try another browser, or install the newest version of Flash. Click here to download.
If on campus, please make sure you are connected to phswifi3.  This will ensure the fastest and most secure wireless connection.

 

Issue: You click on the Adobe Connect room, but nothing happens.
Solution: Most likely, your web browser is using a pop-up blocker.  You will need to disable the pop-up blocker in order for the room to launch.  Click the link below to learn how to disable the pop-up blocker for your browser:
                  -Firefox                  -Google Chrome
                  -Safari

 


During Meeting Issues

Here is a list of issues and solutions so that you can prevent these issues from happening.

Issue: Adobe Connect Room Appears to Freeze.
Solution: Quit Adobe Connect and log back in to refresh the connection.

 

Issue: Sound Cuts Out Entirely.
Solution:  Close the Adobe Connect session and your browser. Then reopen both to join the session.

 

Issue: Your Sound is Cutting In and Out.

Cause: This is a typically 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.

 

Issue: There is Loud Feedback.

Cause: Someone whose microphone is on is listening to the session on their speakers, and the sound from the speakers is picked up by their microphone, causing feedback.

Solution:  Wear headsets/headphones/ear buds, and turn off speakers. The host may disable your microphone access if loud feedback continues to cause problems.

 

Issue: Your 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, run the Audio Setup Wizard under the Meeting menu. In Step 2 be sure to select the correct microphone. If your microphone is not listed, you may need to restart your computer with the microphone connected. You can access the Audio Setup Wizard at any time during a session.