This diagnostic test will ensure your computer and network connections are properly configured to provide you with the best possible Acrobat Connect Professional meeting experience. The diagnostic test checks for the following:
- Supported version of Flash Player
- Clear connection to Adobe Connect Enterprise
- Bandwidth availability
- Latest Acrobat Connect Add-in
If all tests pass successfully, you are ready to log in to your meeting. However, if you continue to experience problems, please refer to below troubleshooting tips.
Additional Information
If this is your first Acrobat Connect Professional meeting, you might want to take a few minutes to learn more.
- Visit the Adobe Connect Enterprise Resource Center for self-paced tutorials, best practices and help documentation.
- View a self-running Acrobat Connect Professional meeting simulation to familiarize yourself with the Acrobat Connect Professional meeting experience.
- Learn how to purchase Acrobat Connect Professional for your organization.
Acrobat Connect Professional Meeting Troubleshooting Tips
Meeting login issues
NOTE: If you are having trouble accessing a meeting, event or seminar, please contact the event organizer for assistance. For security and privacy reasons Adobe is unable to assist customers in gaining access to private meetings, events or seminars. Only the meeting organizer or administrator of the web conferencing account can register users or grant access to Acrobat Connect meetings.
Quick things to check first. Check the following simple items to help resolve meeting access issues.
- Are you connected to the Internet?
- Disable popup blocker software.
- Clear the browser's cache.
- Try connecting from another computer.
- Are you accessing the correct URL?
- Have you registered for the event or seminar?
- Try accessing the meeting as a registered user or guest.
- Did you change your password recently?
I forgot my password. Click the "Forgot your password" link on the login page to reset your password. Note that passwords are case sensitive, for more information, see Connect Enterprise passwords are now case sensitive (TechNote 18766). For more information, see How to reset a forgotten password (TechNote 18729).
I don't have a password to get into a meeting. Contact your company's Connect Enterprise administrator to request a user ID or password. Guest logins are also an option for meetings, but must be approved by the meeting host. With private meetings the host/moderator must approve guest login requests, which may take a few minutes.
For meeting events or seminars contact the meeting organizer to register or receive a login account. Events or seminars that require self-registration use a separate link to register people at the time of an event. Again, check with the meeting organizer for the self-registration link if you do not have it.
My password does not work. Try using the "Forgot your password" link to set a new password. If this doesn't work, contact your account administrator to verify access for the account. If many people are experiencing trouble logging in to a meeting please contact Adobe Connect Enterprise Support for assistance.
I have logged in and nothing is happening. When you log in as a guest you need approval. An approval message will be presented to the host. If the request is declined, entrance to the meeting is not possible and a message stating that the request was declined is displayed. Contact the meeting presenter or organizer if you should have access.
My company uses a proxy server to control internet access. Being behind a proxy server may affect your ability to access Acrobat Connect. Try the following:
- Within Internet Explorer select Tools > Internet Options > Advanced tab.
- Enable the setting Use HTTP 1.1 through proxy connections and click OK.
- Close all browser windows and re-open before trying to connect to meeting again
Problems running a meeting
I'm supposed to be a presenter but I logged in as a participant. If logging in as a guest, exit the meeting and log in as a registered user. If you are designated as a presenter for the meeting you must log in with your Connect Enterprise account to receive the proper permissions. If after logging in as a registered user you still do not have presenter permissions, contact the meeting organizer or Connect Enterprise account administrator.
Participants are not seeing my actions. Check the attendee list to make sure that you are a presenter. Presenters are listed with an orange presenter icon at the beginning of each name. Also, make sure you're not in Preparing mode, since actions are not visible to participants in this mode. Send a message to the host asking for presenter status or try logging in as a registered user.
One thing to be aware of is participant requests may not be seen by the presenter. Hosts and presenters should pay attention to the status and menu bars and choose to accept sign-on requests. Another possible scenario is that a meeting has been placed on hold; if this is the case, participants will be shut out of the meeting until it's started again.
I can not share my screen. You must download the Acrobat Connect Add-in to have this ability. Be sure to click "Install" when prompted to download the Acrobat Connect Add-in.
Another thing to be aware of when sharing an application, rather than the entire screen, is that the shared application must be visible on your screen at all times. If a non-shared application is opened and covering the shared application on the sharing presenter's screen, meeting attendees will not see portions of the shared application covered by the non-shared application but will instead see a blue-checkered pattern.
Content issues
Content is not appearing in the meeting. You may not have uploaded the content into the meeting room. Locate the Documents pop-up menu at the center of the Share Pod. Select either “Select from Content Library” or “Select from My Computer." Browse to the file that you would like to display in the room, select the file and click Enter.
Unable to show content such as Word documents and Excel spreadsheets, or web pages. Ensure that you are a host or presenter and have the Acrobat Connect Add-in installed. Presenters must share their screen in order to show this type of content. Another option is to install the included FlashPaper application, which will add a menu item to your Office applications and allow the document to be exported for viewing and printing within Adobe Connect Professional meeting.
To share web pages use the Web Links pod, which will allow all participants to launch the web page in a separate browser window.
Unable to upload content or use the screen sharing feature in Internet Explorer. Make sure that you have a supported version of Microsoft Internet Explorer installed. To check the latest requirements, please visit the Connect Enterprise System Requirements site. If it is not possible to update to a supported version of Internet Explorer, and you have an older version such as Internet Explorer 5, make sure the browser certification is current. Check the Windows Update site, for Root Certification Update under the operating system section.
Broadcasting camera and voice
My image will not show up when I choose "Start my camera and voice." Ensure that your camera is plugged in and recognized by the computer before entering the meeting. If not, camera drivers might need to be updated or installed. Also be sure to grant access permission to Flash Player for the camera and microphone in the dialog box that appears when starting the broadcast.
Participants cannot access their camera. Promote selected participants to presenter or enable participant access to the Camera and Voice pod via the "Change Enhanced Participant Rights" menu item under the Attendee List pod options. Also have participants check their camera connection and update drivers.
Participants cannot hear audio. Be sure the microphone level on the presenter's PC is not muted and is set at an adequate volume level. Use the Advanced Volume Control settings in the Flash Player control panel to adjust settings. We recommend that all first-time users run the Audio Setup Wizard under the Meeting menu, located on the upper-left corner of the Acrobat Connect Professional meeting interface. To avoid distraction presenters will not be able to hear themselves speaking in a meeting.
I need more help
If none of the suggestions above resolve your Acrobat Connect Professional meeting issue, please contact Adobe Connect Enterprise Product Support. For general usage and troubleshooting questions please submit a Connect Enterprise Support Request form. For issues requiring immediate assistance, such as the inability to start a meeting, call 1-800-945-9120. Support lines are open from 8am to 8pm Monday through Friday, Eastern Standard Time.