How Do I Troubleshoot Adobe Connect?

Adobe Connect Room Appears to Freeze

Solution: Quit Adobe Connect and log back in to refresh to connection.

Sound Cuts Out Entirely

Solution: Close the Adobe Connect session and your browser. Then reopen both to join the session.

Your Sound Is Cutting In and Out

Cause: This is a connection speed issue.

Solution: Use a wired internet connection, or try to work as close to the wireless router as you can. Make sure you have set your connection speed in Adobe Connect to the type of connection you're using.

There Is Loud Feedback

Cause: Someone whose microphone is on is listening to the session on their speakers, and the sound from the speakers is picked up by their microphone, causing feedback.

Solution 1: Encourage participants to wear headsets/headphones/earbuds, and turn off speakers.

Solution 2: Mute all microphones or remove microphone rights except for the speaker.

You Can't Login to Adobe Connect

Solution: Use your BYUI email address as your username.

Your Microphone Isn't Working

Solution: Be sure your microphone is plugged in BEFORE you log in to Adobe Connect. Otherwise, quit Adobe Connect, plug in your microphone, and log in again.

Solution: Be sure you click “Allow” when you get a popup asking for permission for Adobe Connect to access your microphone.

Solution: When you're in an Adobe Connect session, do the Audio Setup Wizard, under the 'Meeting' menu. Make sure you select the right microphone. If your microphone is not listed, you need to restart your computer with the microphone connected. If after a restart it is still not listed, you might need to install drivers for your microphone.

Solution: Make sure that your microphone and audio headset works with your computer when you are not logged in to Adobe Connect. If it does not, and you can't hear the audio and/or can't be heard when you speak into the microphone, try this (for Windows): Right-click on the little speaker icon that's in the lower-right corner of the screen, near the clock. Select "Adjust Audio Properties". In the window that pops up, click on the "Audio" tab. On that page, under "Sound Playback" and "Sound Recording", see what the options are in the drop-down box and see if changing the defaults will fix the problem.

You Can't Get Adobe Connect to Load Correctly (White Loading Screen)

Solution: You need to try another browser, or install the newest version of Flash from http://www.adobe.com/software/flash/about/.

NOTE: A short-term fix is for you to load the Adobe Connect from within the browser. You can do this by appending ?launcher=false to the URL of the classroom (before you click it).

You Can't Get the "File Download" or "Web Link" Pods to Work

Cause: This is usually because of popup blockers, as both of these pods open up new windows.

Solution: Hold down "Shift" and try to "Save to My Computer" or "Open in Browser" from these pods.