Adobe Connect FAQ

Adobe Connect FAQ

Frequently asked questions regarding Adobe Connect, our conferencing software for EDUCAUSE Live!, ELI Webinars, Member Update meetings, exclusive online conference sessions, and other events.

See the technical requirements page for details on all hardware and software requirements as well as mobile device information.

Questions and Answers
 

I cannot get into the meeting.

1. Log-in.
   • If this event is free, enter the meeting as a Guest user. Enter your first and last name in the guest field followed by your institution’s name.
   • If this event required a registration fee, enter in your username in the “login” field and your password in the “password” field. If you copy and paste your credentials from an e-mail message to the login page, make sure to delete any additional space(s) after either the username or password.
2. System Check. Click the Help link on the meeting login page. This takes you to the Test Meeting Connection page where you can verify that your computer meets all necessary requirements. If you do not pass the brief system test, you will be given instructions to correct the identified issues.
3. Popup Blocking. Make sure popup blocking software is not preventing your meeting window from displaying.

I cannot hear any audio.

Most sound issues are either related to your computer system volume and speakers, or an outdated version of the Adobe Flash Player.

1. Speakers. Verify that your computer speakers are on and your computer’s volume is at an audible level. If you have external speakers for your system, make sure they are turned on and turned up.
2. Adobe Connect Audio Settings. In the Adobe Connect meeting room, go to the audio icon on the top bar, click on the down arrow and select “Adjust Speaker Volume." Move the setting to high.
3. Adobe Flash Player. Update your Adobe Flash Player to the most recent version. Close all your browser windows, then reopen your browser and navigate back to the online session.
4. Alternate phone line or archives.
   • When speakers are using a phone line, you will see a phone icon in the top bar. If you continue to experience audio issues, please call-in for a direct audio connection. If you’re in the U.S., dial 1-877-944-2300, and use the posted access code, if one is available. Otherwise, write to technical help for an access code. If you’re outside of the U.S. reference this international numbers sheet and use the posted access code, if one is available. Otherwise, write to technical help for an access code.
   • When speakers are on computer mics, you will see a microphone icon next to the speaker’s name. Confirm that you meet all technical requirements (high speed wired connection and exit out of other applications). The recordings will be available on-demand.

The meeting audio isn't consistent (fades, choppy). Is there anything I can do to improve it?

Occasionally you may hear breaks in the audio; these are due to temporary bandwidth issues between your location and the Adobe Connect server. The sound will come through again shortly and there will be no loss of "content" - just momentary breaks in the audio stream.

1. Ethernet. You should connect using a high speed wired line.
2. Alternate phone line or archives.
   • When speakers are using a phone line, you will see a phone icon in the top bar. If you’re in the U.S., dial 1-877-944-2300, and use the posted access code, if one is available. Otherwise, write to technical help for an access code. If you’re outside of the U.S. reference this international numbers sheet and use the posted access code, if one is available. Otherwise, write to technical help for an access code.
   • When speakers are on computer mics, you will see a microphone icon next to the speaker’s name. There will not be a call-in number. Confirm that you meet all technical requirements (high speed wired connection and exit out of other applications). If you continue to have difficulty, please access the archive of the meeting at a later time.

I hear an echo.

1. Make sure only one Adobe Connect room is open on your computer. To check, locate your name in the Participant List. If you have a 2 next to your name that means the room is open multiple times. Close the second window.
2. If you still experience audio issues and if the speakers are on the phone, please use your phone for a direct audio connection. If you’re in the U.S., dial 1-877-944-2300, and use the posted access code, if one is available. Otherwise, write to technical help for an access code. If you’re outside of the U.S. reference this international numbers sheet and use the posted access code, if one is available. Otherwise, write to technical help for an access code.

The presentation slides are difficult to see.

1. Click the Full Screen button above the slides or presentation. Use the pod options menu in the top right hand corner to zoom in.

There are blank, gray, or white pods.

1. Refresh the meeting room.
2. Exit out of Adobe Connect and re-enter the meeting. To exit, click on Meeting tab in the upper left hand corner. At the bottom of the list, locate Exit Adobe Connect and click on it.