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#1 2017-04-18 14:30:54

cuc1492543684

Connect Add In stuck on "Loading"

I have a co-worker that needs to join webinars as a co-host in a remote location. When she connects to the meeting room, the Adobe Connect Add In opens but never gets past the "Loading" window. She is in our office for a few days so I took the opportunity to try and fix it, but no luck so far.

The test shows everything is good and I have uninstalled and reinstalled the add in from the download page, tried logging in as a different user but it still never gets to load. Anyone have any ideas? I couldn't find anything on this problem from a google search. Thanks

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#2 2017-04-26 11:08:29

Jorma_at_CoSo

Re: Connect Add In stuck on "Loading"

Hanging on the Loading screen is usually a sign of RTMP traffic over port 1935 being blocked. This is likely a firewall setting on that user's computer, which may be set by their IT department.

Did you try using a different browser? Using something other than IE/Edge may resolve this issue.

Did you try launching the room without the Add-in (add ?launcher=false to the meeting URL)?

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#3 2017-04-26 14:50:12

sfetter

Re: Connect Add In stuck on "Loading"

We’re starting to run into similar problem with Adobe Connect . If you have any suggestions about addressing this one right away I’d be very grateful.

Until very recently people on desktop computers have been able to connect to Adobe Connect as Participants simply by clicking the link we send them. They’ve only been prompted to install the Adobe Connect add-in if they need to do some Facilitator functions like screen sharing.

Over the past couple of weeks, however, we’ve noticed more and more Participants are not even allowed to enter the Room until they’ve installed the add-in … and even then, sometimes their computers don’t seem to acknowledge that the add-in has already been installed, so they end up in an endless loop of being re-directed to go back and download it over and over again.

This began happening a couple of months ago when Participants were using out-dated versions of IE. Our work-around was to tell them to cut and paste the link into Chrome. But this week, even that work-around isn’t working.

This is a problem for two reasons:
•    Many of our clients are elderly, and already terrified to try to use this technology. When they run into a roadblock like this, they simply don’t know how to install add-ins on their computers (especially if it doesn’t work the first time!!!), and so they get angry, scared, or simply don’t participant.
•    Many of my colleagues use computers supported by our IT department and don’t have Administrative Privileges. That means that they don’t have the rights to install the add-in themselves, and have to wait for an IT specialist to do this for them. That’s causing problems … today I had to re-schedule a rehearsal because none of my colleagues could open the Adobe Connect room.


BTW ... I had intended to post this as a new forum topic, but I couldn't find a way to post a question, except as a reply to a previous post. Hope this is the right place for this question.

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#4 2017-04-28 13:09:48

Sergio

Re: Connect Add In stuck on "Loading"

In Chrome go to the exception settings for Flash at
chrome://settings/contentExceptions#plugins

Put in an exception for your adobe connect url.  If your account is hosted, a wildcard entry would look something like
adobeconnect.com

See if this prevents the meeting add-in installation prompt.

Sergio

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#5 2017-05-01 16:52:01

AKColorado

Re: Connect Add In stuck on "Loading"

Jorma_at_Elpis wrote:

Hanging on the Loading screen is usually a sign of RTMP traffic over port 1935 being blocked. This is likely a firewall setting on that user's computer, which may be set by their IT department.

Did you try using a different browser? Using something other than IE/Edge may resolve this issue.

Did you try launching the room without the Add-in (add ?launcher=false to the meeting URL)?

She was using Chrome and I haven't had any problems at the office on my machine.

So I deleted the add-in and launched Connect with Chrome and it worked perfectly. I was able to open her camera and microphone and broadcast with no problem. This confused me a little... is the Connect add-in not needed at all or only for things like screen sharing?

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#6 2017-05-01 17:15:39

Jorma_at_CoSo

Re: Connect Add In stuck on "Loading"

The Add-in is only required for sharing your screen and uploading PPTX files. Other than that it is optional.

It can improve audio/video quality, but not always. If you don't have/use the add-in, it will just launch using the browser's installed version of Flash Player.

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#7 2017-05-02 08:01:51

AKColorado

Re: Connect Add In stuck on "Loading"

Jorma_at_Elpis wrote:

The Add-in is only required for sharing your screen and uploading PPTX files. Other than that it is optional.

It can improve audio/video quality, but not always. If you don't have/use the add-in, it will just launch using the browser's installed version of Flash Player.

Thanks for the information, it is appreciated.

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