Adobe Connect 8: Troubleshooting Tips

Need assistance? Email mpu@marketingprofs.com or call (866) 557-9625.

Check the following items to help resolve general meeting access issues:

• Are you connected to the Internet?
• Disable pop-up blocker software.
• Test your computer to make sure that it meets the hardware and software requirements for participating in an Adobe Connect class.
  • Are you using a supported web browser and operating system? NOTE: Internet Explorer 9 and Firefox 4 are not currently supported for Adobe Connect 8.
  • Are you using a wireless connection? This includes a wireless router, or a wireless card provided by a wireless carrier like Verizon or AT&T.
• Clear the browser's cache.
• Turn off other items that may use up additional bandwidth (email, extra browser windows, webcam video, etc.)
• If you are using a laptop with a wired connection, turn off the wireless beacon.
• Try connecting from another computer.

You see only a ‘blue screen' when you access the Adobe classroom:

1. Disable any pop-up blockers or anti-virus software running on your system until after the seminar. (For some people, the seminar room will not launch properly if pop-ups are blocked.)
2. Uninstall the Adobe Connect Add-in (if previously installed) from your system Control Panel.
3. Next, check your version of Adobe Flash Player. You should be running version 10.3.181.26 or above.
4. Test your system by entering this test classroom as a guest. If you are prompted to update your Add-in or install an Add-in, please do so. If you can enter the classroom on this link, and you can see and hear the presentation, you are all set! If you cannot get into the room, please let us know ASAP and we'll help you troubleshoot. You can reach us at mpu@marketingprofs.com

You cannot install or are having issues with the Adobe Connect Add-in:

1. Navigate to your system Control Panel.
2. Select to Add/Remove programs and uninstall the Adobe Connect Add-in.
3. The next time you try to log into the meeting it will prompt you to install the Adobe Connect Add-in.

You can't get Adobe Connect to load correctly ('white loading screen'):

1. You need to try another browser, or install the newest version of Flash Player.
2. Close all of your browser windows, then reopen your browser and navigate back to the class. Some users may need to disable your antivirus software and/or reboot for changes to take effect.
3. A short-term fix is to load the Adobe Connect classroom from within a browser. You can do this by appending "/?launcher=false" to the URL of the classroom. Example:
   http://marketingprofs.adobeconnect.com/r9qlxlmvx7t/?launcher=false

Unable to hear audio:

1. Are your speakers turned on? Is your volume turned up?
2. Install the newest version of Flash Player.
3. Close all of your browser windows, then reopen your browser and navigate back to the class. Some users may need to disable your antivirus software and/or reboot for changes to take effect.

Your company uses a proxy server to control Internet access:

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 all browser windows and re-open before trying to connect again to the classroom.