Adobe Connect-Connection Lost error messages

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Adobe Connect-Connection Lost error messages

Posted by shanna thiel on December 3, 2020 at 12:48am in Advanced

Hi,

Wondering if anyone else has been experiencing this same issue in the past few weeks.

I have been getting "Connection Lost" error messages in AC at random times. My computer freezes, until the connection is made again.It does seem to be an AC error and not my personal bandwidth.

Some things to know:

1. This has happened to several members of my team, both in the US and internationally, at various times and dates. It's not just me.

2. I am hardwired in to my router, not using WIFI. I have ran the connection troubleshooting test and everything comes up fine

3. When I lose connection and rejoin, the slides start from the beginning and I have to scroll through in a live event to get to the correct one

4. While this usually only happens once or twice a week, yesterday I had it happen more than 10 times in one 90 min session. arlier, in a seperate class, my co-worker had it happen at least 8 times.

Has anyone else experienced this and if so, how did you resolve?

Thank you!

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Replies

Jo Cook December 8, 2020 at 9:16am

Ouch that's painful! I've been using a lot more Teams and Zoom recently as that's what clients have needed. In a few Connect sessions recently, hosted by US companies rather than European ones, I did have some time outs/crashes too. I'm assuming this is to do with updates and I've heard rumblings about teething problems. Hopefully it will get sorted out soon!
- shanna thiel > Jo Cook December 8, 2020 at 2:20pm
  
  Thanks! That's what I'm hoping as well
James Booth December 9, 2020 at 6:57pm

This is normally the hosted environment your system lives within experiencing connectivity issues.

You need to report it to the Adobe Connect support team, unless they are made aware nothing much will change...

https://helpx.adobe.com/support/connect.html
https://helpx.adobe.com/adobe-connect/adobe-connect-phone-numbers.html

if you can provide them with details (room URL, date / time of outage) it usually helps.

hope that helps

Adobe Connect Learn & Support

Get started with Adobe Connect. Find tutorials, the user guide, answers to common questions, and help from the community forum.
- shanna thiel > James Booth December 9, 2020 at 6:59pm
  
  Thanks James.
  
  We have been recording that info and reporting it to AC support, so we'll just continue to do so.
  - James Booth > shanna thiel December 9, 2020 at 7:02pm
    
    great.
    
    Did you get any response? I find they can be a bit hit and miss.... especially with emails.
    - shanna thiel > James Booth December 9, 2020 at 7:04pm
      
      Nothing yet :-)
Jo Cook December 16, 2020 at 9:22am

Hi Shanna, some Adobe news on updates (which you might already know!): https://blogs.adobe.com/adobeconnect/2020/12/adobe-connect-and-flas...

Adobe Connect and Flash

As you’ve probably heard, Adobe Flash will reach its end of life (EOL) on December 31, 2020. In this post, I want to clarify what that means for Adob…
- shanna thiel > Jo Cook December 16, 2020 at 3:18pm
  
  Thanks for this! Now, it's my understanding that Mac users can't use the new view; they are still on classic. Will this change once classic view is no longer supported?
  - James Booth > shanna thiel December 16, 2020 at 3:22pm
    
    Mac users can use new HTML view - but only in a browser, not the app.
    
    (but, i cant confirm that as I dont have a mac to test with)