Adobe Connect: Troubleshooting

Information that is good to know before entering an Adobe Connect meeting:

Link is not working

1. Check that the link to the meeting room is correct.
2. The first part should always be fabo.adobeconnect.com/.
3. If it begins with dca.adobeconnect.com/ you have to change 'dca' to'fabo'.

Login problems

1. Click the link to the meeting room, which your host has shared in the invitation to the meeting.
2. You will get to the login screen to the Adobe Connect meeting room.
3. Make sure you log in as a a guest.
4. Write your name + organisation in the text box.
5. Click 'Enter Room'.
6. You are now directed to the meeting room.
7. If the meeting is private, the host will have to accept your request for joining the meeting before you are let in to the meeting room.

Note: You are not required to have a username or password to participate in meetings in Adobe Connect.

Kicked out of room

If you are repeatedly being 'kicked out' of an Adobe Connect meeting room it is usually because of unstable internet connectivity.  

To improve your connectivity, please make sure that you:

1. Use a wired connection (cable instead of wifi).
2. Run the Adobe Connect Diagnostic Test.
3. Quit all other programmes using the internet (browsers, email, skype, etc.)
4. If you share the internet connection with other colleagues, ask them to limit their use.
5. Consider sharing a computer with other colleagues participating in the same meeting using the same internet connection. 

Remember

1. Always connect your headset before entering the meeting room.
2. Make sure that the sound is not muted on your computer.
3. Always use a headset that you are sure is working (e.g. in skype).

Test your sound

You can test your audio and microphone by running the 'Audio Setup Wizard'.

1. Click the 'Meeting' menu in the top left corner.
2. Choose 'Audio Setup Wizard' in the drop down menu.
3. Test your headset sound in the 'Wizard'.
4. If your sound is working, proceed to the following steps of the 'Wizard'.
   
5. If you cannot hear the music when testing the audio, follow the guidelines below.

  Note: You can always test your audio and microphone in the open Adobe Connect Test Room! 

No sound?

Quick fix

Note: If you are using a headset that has not previously been connected to your computer, your computer may need to install the drivers.

Microsoft Windows

If you use Microsoft Windows, make sure that your headset is selected as your default playback device in your computer settings.

1. Right-click the small speaker icon in the bottom right corner of your desktop.
2. Make sure that your headset is selected and if not, select it from the drop down menu.
3. Close the meeting room and re-enter. 

Adjust volume

If the sound from the meeting is very high or low, it may help to adjust the speaker volume.

1. Click on the arrow next to the speaker icon in the top bar.
2. Select 'Adjust Speaker Volume'.
3. Adjust the volume by dragging the slider towards 'Low' or 'High'.
4. Click on 'OK'.
   
5. Run the 'Audio Setup Wizard' again to test the volume of your audio.

Breaking sound

Breaking sound is usually due to unstable internet connectivity.

To improve your connectivity, please make sure that you:

1. Use a wired connection (cable instead of wifi).
2. Run the Adobe Connect Diagnostic Test.
3. Quit all other programmes using broadband (browsers, email, skype, etc.).
4. If you share the internet connection with other colleagues, ask them to limit the use of broadband.
5. Consider sharing a computer with other colleagues participating in the same meeting using the same internet connection.

Noise, feedback and echo 

Background noise

Remember to always mute your microphone when you are not speaking.

Otherwise, you will broadcast sound in the meeting room, which may be disturbing for other participants.

Muting your microphone will also reduce the use of broadband and improve the connectivity for participants with unstable internet connectivity.

Feedback

If your microphone is unmuted and you are using your speakers to listen to the meeting, then the sound from your speakers will be picked up by your microphone, and cause audio feedback (a loud ringing noise).

1. Exit the meeting room and close your internet browser.
2. Connect your headset.
3. Re-enter the meeting room.
4. If this does not solve the problem, exit the meeting room and re-enter in another browser.
5. If you still experience audio feedback, check your audio settings (see Audio).

Echo

If your audio is echoing, it may be because you are logged into the meeting room more than once. 

1. Check if your name appears more than once in the 'Attendees' pod.
   
2. If your name appears twice or more, you are participating in the meeting room from various browsers.
3. Close the browsers that you are not using.
4. Your extra names in the 'Attendees' pod should now disappear, as well as the echo.
5. If the echo does not go away, close all internet browsers and re-enter the meeting room in the Adobe Connect application.
   

Remember

1. Always connect your headset/microphone before entering the meeting room.
   
2. Make sure that your headset/microphone is not muted on your computer.
   
3. Always use a microphone that you are sure is working (e.g. in skype).
   
4. If your headset/microphone has not previously been connected to your computer, you may need to install the drivers for it.
   

Connect microphone

1. Click on the microphone icon in the top bar.
   
2. The icon will turn green to indicate that it is activated.
   
3. Click the icon again to mute your microphone.
   
4. A green line appears across the microphone icon.

Test microphone

You can test your audio and microphone by running the 'Audio Setup Wizard'.

1. Click the 'Meeting' menu in the top left corner.
2. Choose 'Audio Setup Wizard' in the drop down menu.
3. Go through the different steps of the 'Wizard'.
4. Remember to select the correct microphone from the list in step 2.
5. Test your microphone by following the instructions in step 3.
   
6. If you cannot find you microphone on the list, proceed to the 'Microphone not working' section below.

Note: You can always test your audio and microphone in the open Adobe Connect Test Room!

adjust volume

If your microphone is noisy or very low, it may help to adjust the microphone volume.

1. Click on the little arrow next to the microphone icon in the top bar.
2. Select 'Adjust Microphone Volume'.
3. Adjust the volume by dragging the slider towards 'Low' or 'High'.
4. Click on 'OK'.
   
5. Run the 'Audio Setup Wizard' again to test the volume of your microphone.

Microphone not working

Adobe Flash Player 

1. If an Adobe Flash Player pop-up appears, click 'Allow' and 'Remember' to give Adobe Connect permission to access your camera and microphone, then click 'Close'. 
2. If you click 'Deny', you will not be able to connect your microphone or your webcam! 
3. If you have clicked 'Deny' by mistake, you can right-click anywhere in the meeting room to make the pop-up box appear again.
4. Click 'Allow' and 'Remember' and close the pop-up box.

Select microphone

You have to make sure that the right microphone is selected in Adobe Connect.

1. Click the little arrow next to the microphone icon.
2. Click 'Select Microphone'  in the drop-down menu.
3. Check that the right microphone is selected in the list.

  Note: You can also select your microphone when running the Audio Setup Wizard.

Microsoft Windows

If you use Microsoft Windows, make sure that your headset is selected as your default playback device in your computer settings.

1. Right-click the small speaker icon in the bottom right corner of your desktop.
2. Make sure that your headset is selected and if not, select it from the drop down menu.
3. Close the meeting room and re-enter. 

Breaking sound

Breaking sound is usually due to unstable internet connectivity.

To improve your connectivity, please make sure that you:

1. Use a wired connection (cable instead of wifi).
2. Run the Adobe Connect Diagnostic Test.
3. Quit all other programmes using broadband (browsers, email, skype, etc.).
4. If you share the internet connection with other colleagues, ask them to limit the use of broadband.
5. Consider sharing a computer with other colleagues participating in the same meeting using the same internet connection.

Noise and feedback

Background noise

Remember to always mute your microphone when you are not speaking.

Otherwise, you will broadcast sound in the meeting room, which may be disturbing for other participants.

Muting your microphone will also reduce the use of broadband and improve the connectivity for participants with unstable internet connectivity.

Feedback

If your microphone is unmuted and you are using your speakers to listen to the meeting, then the sound from your speakers will be picked up by your microphone, and cause audio feedback (a loud ringing noise).

1. Exit the meeting room and close your internet browser.
   
2. Connect your headset.
   
3. Re-enter the meeting room.
   
4. If this does not solve the problem, exit the meeting room and re-enter in another browser.
   
5. If you still experience audio feedback, check your audio settings (see Audio).
   

In some meetings, the host might ask you to connect your webcam. Here is what you have to do:

1. Make sure that your webcam is installed on your computer, before you enter the meeting room.
   
2. Enter the meeting room by clicking the link provided by the host.
3. If the host has given you permission to connect your webcam, you will see a white webcam icon in the top bar.

Connect webcam

1. Click the white webcam icon in the top bar.
2. If an Adobe Flash Player pop-up appears, click 'Allow' and 'Remember' and then 'Close'.
3. The webcam icon will turn green to indicate that your webcam is connected.
4. In the video pod you will see a preview of your webcam.
5. Adjust your camera position and click 'Start Sharing'.
6. You are now broadcasting from your webcam.
7. You can stop your webcam by clicking 'Stop My Webcam' or by clicking the green webcam icon in the top bar.
8. If you stop your webcam, the webcam icon will turn white to indicate that your webcam is off.

Webcam not working

Adobe Flash Player

1. If an Adobe Flash Player pop-up appears, click 'Allow' and 'Remember' to give Adobe Connect permission to access your camera and microphone, then click 'Close'.
   
2. If you click 'Deny', you will not be able to connect your microphone or your webcam! 
   
3. If you have clicked 'Deny' by mistake, you can right-click anywhere in the meeting room to make the pop-up box appear again.

Select camera

If you have more than one webcam connected to your computer, you have to make sure that the right webcam is selected in Adobe Connect.

1. Click the little arrow next to the webcam icon.
2. Click 'Select Camera'  in the drop-down menu.
3. Check that the right webcam is selected in the list.

Still not working?

1. Make sure that you are using the Adobe Connect application, and not the internet browser.
2. Make sure that your webcam is not being used in any other programmes.
3. Close any other programmes that may use your webcam.
4. Exit the meeting room and re-enter.

Video freezes

If the image from your webcam freezes, it may be due to unstable internet connectivity.

To improve your connectivity, please make sure that you:

1. Use a wired connection (cable instead of wifi).
2. Run the Adobe Connect Diagnostic Test.
3. Quit all other programmes using broadband (browsers, email, skype, etc.).
4. If you share the internet connection with other colleagues, ask them to limit the use of broadband.
5. Consider sharing a computer with other colleagues participating in the same meeting using the same internet connection. 

1. Click on  in the top right corner of the 'Attendees' pod.
   
2. Select 'Edit My Info' in the drop down menu.
3. Write your  name + organisation (+ country / location) in the text box.
4. Click 'OK'.

Chat

Chat with everyone

1. If you have a message for everyone in the meeting, you can use the 'Everyone'-chat.
2. Write your message in the text box in the chat and press enter.

Private chat

1. Click on the name of the participant with whom you want to start a private chat.
2. Then click 'Start Private Chat'.
3. A new tab appears next to the 'Everyone' tab in the chat.
4. Click the new tab to start your private chat.
5. Navigate between the 'Everyone'-chat and your private chats by clicking the respective tabs in the bottom of the chat.
6. When a new message is posted in one of the other chats its tab will turn yellow.

EMOTICONS

1. Use the emoticons for non-verbal expressions.
   
2. You can find the list of emoticons by clicking the little arrow next to the icon of a person raising his/her hand, in the top bar.
3. Select an emoticon from the drop-down menu.
4. The selected emoticon will appear next to your name in the 'Attendee' pod.
5. It will also replace the 'raised hand'-icon in the top bar.
6. You can clear your emoticon by clicking the emoticon icon in the top bar, or by selecting 'Clear Status' in the emoticon drop-down menu.

If you were not able to solve your technical problems in Adobe Connect after reviewing this troubleshooting guide, please do not hesitate to contact LLAB's support mail at support@fabo.org. We will do our best to get back to you as soon as possible. 

You can also enter the forum below, where you can write your question or comment.