Nightmare Adobe Connect Sessions for the last two days.... any ideas

Click for discussions in these categories: 💡 Design 💡 Delivery 💡 Technology 💡 Learning theory

Nightmare Adobe Connect Sessions for the last two days.... any ideas

Posted by Liz Brant on April 27, 2021 at 5:59pm in Technology & platforms

Can anyone help? I have been producing for a client and this was the scenario today and yesterday: Adobe 11, 16 participants all with webcams on and all in via the App in standard view. I am in the App via Chrome. Adobe crashed a total of 16 times, 10 times today and always when we came back from breakouts and also at other random times. If it crashed during breakouts participants were restored to breakouts once I had allowed them back in. Also content in pods was periodically flagged as 'unsupported content' and not visible. The fix was to reload the content but this fix did not hold for all users. Any ideas?

You need to be a member of Lightbulb Moment to add comments!

Join Lightbulb Moment

Email me when people reply –

Replies

Brent Schlenker April 28, 2021 at 4:00pm

I don't know if Craig Sybert is in this community but he is my goto guy for all things technical about Adobe Connect.
- Liz Brant > Brent Schlenker April 28, 2021 at 4:54pm
  
  thank you Brent. If Craig doesn't mind could you put us in touch? I am on liz.brant@pineappleconsulting.co.uk
James Booth April 28, 2021 at 4:11pm

that sounds awful.

Have you called Adobe Connect telephone support?

https://helpx.adobe.com/uk/adobe-connect/adobe-connect-phone-number...

UK 0 800 121 6598 (800 800 23623) 020 7365 0735

Adobe Connect Support phone numbers

List of support phone numbers for Adobe Connect, by region
- Liz Brant > James Booth April 28, 2021 at 4:55pm
  
  James thanks for the contacts. I will pass these onto my client in case they do not have them.
Susanne Plaumann April 28, 2021 at 4:14pm

Hi Liz,

can you specify which subversion of Adobe Connect 11 you are on? Adobe Connect 11.2 brought more stability, our actual version is 11.2.1. And which app version did you and your participants use? Older app versions create instability situations when used with the newest AC version. The newest app versions are found at https://helpx.adobe.com/adobe-connect/connect-downloads-updates.html.

And do you have by any chance your log file from that session still available on your computer? It's located in the documents folder on Windows. Usually it's replaced by the newest log, so the chances are probably slim ...

Best regards,
Susanne

Adobe Connect Downloads and Updates

Download Adobe Connect applications, patches, and apps as well as access information about upgrade of hosted accounts.
- Liz Brant > Susanne Plaumann April 28, 2021 at 5:07pm
  
  Thank you Susanne. I am on 11.2.1 and upgrading in mid May to 11.2.2. I have found a log file. What am I looking for in it?
  - James Booth > Liz Brant April 28, 2021 at 6:03pm
    
    it's pretty technical stuff, it requires an understanding of what is normal and how the various pieces of tech (that Connect is comprised of) hang together.
    
    I would suggest getting it into the hands of Adobe Connect support so that they can work out for you what the problem area was.
    - Liz Brant > James Booth April 28, 2021 at 6:06pm
      
      thank you James
  - Susanne Plaumann > Liz Brant April 28, 2021 at 7:21pm
    
    Hi Liz,
    
    just like James said - the AC support often asks for those log files to find out what happened and why. They also need the URL of the room and the timeframe, during which you and your participants encountered the problems. And the version of the AC app is helpful, too.
    
    Best regards,
    Susanne
    - Liz Brant > Susanne Plaumann April 28, 2021 at 10:20pm
      
      Thank you Susanne