# Adobe® Connect

# Meeting Connection Diagnostic

This diagnostic test ensures that your computer and network connections are verified to provide you with the best possible Adobe Connect meeting experience. The diagnostic test checks the following:

1. Clear connection to Adobe Connect
2. Bandwidth availability
3. Latest Adobe Connect application for desktop

If all the tests are successful, you are ready to log in to your meeting. However, if you continue to experience problems, refer to troubleshooting tips.

Additional Information
If this is your first Adobe Connect meeting, you could take a few minutes to learn more.

- Visit ConnectUsers.com for a wealth of documentation and user community information.

## Adobe Connect Meeting Troubleshooting Tips

Meeting login issues

Problems running a meeting

Content issues

Broadcasting camera and voice

I need more help

### Meeting login issues

Note: If you are facing issues accessing a meeting, event, or seminar, contact the event organizer for assistance. Because of security and privacy reasons, Adobe is unable to assist customers in gaining access to private meetings, events, or seminars. Only the meeting organizer or the administrator of the web conferencing account can register users or grant access to Adobe Connect meetings.

Quick checklist. Check the following to help resolve meeting access issues:

- Are you connected to the Internet?
- Disable the pop-up blocker software.
- Clear browser cache.
- Try connecting from another computer.
- Are you accessing the correct URL?
- Have you registered for the event or seminar?
- Try accessing the meeting as a registered user or guest.
- Did you change your password recently?

I forgot my password. Click the "Forgot your password" link on the login page to reset your password. Note that passwords are case sensitive.

I do not have a password to enter a meeting. Contact your company's Adobe Connect administrator to request a user ID or password. Guest logins are also an option for meetings, but must be approved by the meeting host. For private meetings, the host/moderator must approve guest login requests, which may take a few minutes.

If you are prompted for a passcode to access a meeting room, it implies that the meeting organizer has enabled password protection. Contact the meeting organizer to get the passcode.

For meeting events or seminars, contact the meeting organizer to register or receive a login account. Events or seminars that require self-registration use a separate link to register attendees during an event. If you do not have the self-registration link, contact the meeting organizer.

My password does not work. Use the "Forgot your password" link to set a new password. If this does not work, contact your account administrator to verify access for the account. If many people are experiencing trouble logging in to a meeting, contact Adobe Connect Support for assistance.

I have logged in and nothing is happening. When you log in as a guest, you need approval. An approval message is presented to the host. If the request is declined, entry to the meeting is not possible and a message stating that the request was declined is displayed. Contact the meeting presenter or organizer if you should have access.

My company uses a proxy server to control internet access. A proxy server may affect your ability to access Adobe Connect. Try the following:

1. Within Internet Explorer, select Tools > Internet Options > Advanced tab.
2. Enable the setting Use HTTP 1.1 through proxy connections and click OK.
3. Close and reopen all browser windows before trying to reconnect to the meeting.

### Problems running a meeting

I am supposed to be a presenter but I logged in as a participant. If logging in as a guest, exit the meeting and log in as a registered user. If you are the presenter, you must log in with your Adobe Connect account to receive proper permissions. If after logging in as a registered user you still do not have presenter permissions, contact the meeting organizer or Adobe Connect account administrator.

Participants do not see my actions. Check the attendee list to ensure that you are a presenter. Also, ensure that you are not in preparing mode, as actions are not visible to participants in this mode. Contact the host and request for presenter status or try logging in as a registered user.

Sometimes, participant requests may not be seen by the presenter. Hosts and presenters should pay attention to the status and menu bars and choose to accept sign-on requests. Another possible scenario is that a meeting has been placed on hold; if so, participants will be shut out of the meeting until it starts.

I can not share my screen. You must download the Adobe Connect application for desktop to share a screen. Click "Install" when prompted to download the Adobe Connect application for desktop.

When sharing an application, rather than the entire screen, the shared application must be visible on your screen at all times. If a non-shared application is opened and covering the shared application on the presenter's shared screen, meeting attendees do not see covered portions of the shared application but instead see a blue-checkered pattern.

### Content issues

Content does not appear in the meeting. You may not have uploaded the content into the meeting room. Click the arrow besides the "Share my screen" button to open more sharing options. Select "Share document" and go to one of the content library folders diplayed on the left or click "Browse My Computer". Browse to and select the file that you would like to display in the room, and click Enter.

Unable to show content such as Word documents and Excel spreadsheets, or web pages. Ensure that you are a host or presenter and have the Adobe Connect application for desktop installed. Presenters must share their screen to display such content.

To share web pages, use the Web Links pod, which allows all participants to launch the web page in a separate browser window.

Unable to upload content or use the screen sharing feature in Internet Explorer. Ensure that you have a supported version of Microsoft Internet Explorer installed. To check the latest requirements, visit the Adobe Connect System Requirements page. If you have an older version such as Internet Explorer 5, and it is not possible to update to a supported version of Internet Explorer, ensure that the browser certification is current. Check the Windows Update site, for Root Certification Update under the operating system section.

### Broadcasting webcam and voice

My image does not show up when I choose "Start M y Webcam". Before entering the meeting, ensure that your camera is plugged in and recognized by the computer. If not, camera drivers might need to be updated or installed. Also, grant access permission to Flash Player for the camera and microphone in the dialog box that appears when starting the broadcast.

Participants cannot access their camera. Select participants and promote them to presenter or grant access to the video by selecting “enable video” using attendee options in the attendee pod. Also, get participants to check their camera connection and update drivers.

Participants cannot hear audio. Ensure that the presenter's microphone is not muted and is set to an adequate volume. Use the Advanced Volume Control settings in the Flash Player control panel to adjust settings. We recommend that all first-time users run the Audio Setup Wizard under the Meeting menu, located on the upper-left corner of the Adobe Connect meeting interface. To avoid distraction, presenters do not hear themselves speaking in a meeting.

### I need more help

If none of the suggestions above resolve your Adobe Connect meeting issue, you can access the Adobe Connect Support Center for Help documentation and TechNotes for common issues. You can also submit a Support Web Case from there.

Copyright 2001 - 2018 Adobe Systems Incorporated and its licensors. All rights reserved.