#1 2019-11-22 06:51:52

Battenberg

Problems Connecting to Meetings

We're a local authority education service using Connect to teach students who are off school for medical reasons, so our clients aren't expert computer users...

In the past week or two, we've had a noticeable increase in the number of students who aren't able to join lessons (i.e. meetings), even when they've been able to do so before.  Some had tried reinstalling the Connect software or changing browsers and we've also switched some lessons to using the HTML client, but there are still problems.

Generally the students are typing in their names (they join as guests), and they're just sitting at the white web-page (which either shows the message that the Connect app is opening or they can use the "classic view", or says that the meeting is loading, depending on whether they choose the app or the HTML client), but then nothing.

This seems to be a recent problem and only affects a minority of users.

Any suggestions about what might be causing this, or potential solutions?

DJB

Re: Problems Connecting to Meetings

We have run into similar issues recently - since the upgrade to HTML5 - so for now we have been advising everyone to first do the System Test then when all 4 check marks are green, to move the Connect icon to their desktop. click to open, then copy and past the room link into it.

For clients running web browsers: use a supported browser. For a list of Adobe Connect supported browsers, read the Adobe Connect System Requirements.
https://helpx.adobe.com/adobe-connect/tech-specs.html
Operating system support for TLS 1.2 requires:
* Windows server: use Windows Server 2008 R2 or later
* Windows desktop: use Windows 8 or later
    * NOTE: Windows 7 requires the proper patching and configuration to support TLS 1.2, see Microsoft support for details
* OS X: use OS X 10.8 or later
http://blogs.adobe.com/connectsupport/adobe-connect-end-of-life-for-tls-1-0/

https://helpx.adobe.com/adobe-connect/connect-downloads-updates.html

Adobe Connect pre-meeting diagnostic test
The Adobe Connect pre-meeting test checks your computer and network connections, and helps you troubleshoot connection problems before your meeting begins.
Oct 2018https://helpx.adobe.com/adobe-connect/using/connection-test-connect-meeting.html

Last edited by DJB (2019-12-19 15:13:31)