#1 2012-10-05 06:35:44

**_boyense_**

Unable to connect using mobile app

My Devices :

iPhone 4s (IOS5) Adobe Connect Mobile V2
Ipad2 (IOS5) Adobe connect Mobile V2
HTC Flyer ( Android 3.2.1 ) Latest Adobe Air and Connect Mobile App V2.04) Adobe Flash 11
Samsung Galaxy Note (Android 4.0.1) Latest Adobe Air and Connect Mobile App V2.04) Adobe Flash 11

Adobe Connect 9 (hosted Account)

My Issue :

If i try to connect to a meeting i get as far as entering user details, and can get no further. The app says Connecting to meeting; connected to meeting, trying alternate servers; then times out.  Now this is happening to all of the above devices.  I have also asked a colleague to test this in a different location, and he too is having an issue (same iPad and specs as mine).  I have tried using a browser, but that too does not work, as it needs the app to run. 

I have also tried connectpro:// instead of the http:// but it still does not work :-(

Does anybody know how to solve this???

My Gripe :

Tried to phone Adobe Connect support, as we get support provided to us, and they have told me that they do not support the mobile app???? How can this be true, when the app is made by adobe. Nowhere as far as i can see, does it say in the SLA that mobile devices wont be supported?  Find it truly shocking that they provide a service and then dont support it. 

Any help would be great. 
Thanks

Last edited by **_boyense_** (2012-10-05 06:36:53)

**_JohnK_**

Re: Unable to connect using mobile app

Same here. I don't get access to meetings on the EMEA cluster from my iPad. Connect mobile 2 only shows "connecting"...

John K.

**_BrendaG_**

Re: Unable to connect using mobile app

same here,  my colleagues and myself have been trying to log in from iphone and ipad for a couple of days now ,  I called  Technical Support and they said they don't offer support for their app.
:(

**_rikard.stenberg_**

Re: Unable to connect using mobile app

We have also been having this problem, no hosted accounts can be reached neither from OSX or Andriod units using the mobile app.... It works like a charm against our own on-premiser server though...

/Rikard
Wezupport, specialists in Adobe Connect and remote support

**_robnicholson_**

Re: Unable to connect using mobile app

Same here since yesterday in UK. Have asked our reseller to escalate as this is pretty poor service.

Rob.

**_robnicholson_**

Re: Unable to connect using mobile app

Tried to phone Adobe Connect support, as we get support provided to us, and they have told me that they do not support the mobile app???? How can this be true, when the app is made by adobe. Nowhere as far as i can see, does it say in the SLA that mobile devices wont be supported?  Find it truly shocking that they provide a service and then dont support it.

If this is true then Adobe deserve all that they've got coming to them. We had a high profile web meeting with a client yesterday who was joining with his iPad. No problem we said, works well. What fools we looked.

Rob.

**_praha_**

Re: Unable to connect using mobile app

If you were trying to attend a meeting using your mobile device in the EMEA and Asia regions, what you had experienced was correct. There was an issue on the EMEA and Asia servers where it prevents users from connecting on mobile device. However, we have since resolved the issue. Please try again and it should work. Thank you for your patience.

**_robnicholson_**

Re: Unable to connect using mobile app

The service was indeed restored by last Friday but it was down for an unacceptably long period IMO. Very embarassing to be promoting ACP on mobile devices to loose the service. The stability of the cloud has a way to go IMO.

Cheers, Rob.

**_ncalenda_**

Re: Unable to connect using mobile app

I want to give an update on our support plans for our Connect Mobile customers.  We have always supported our Mobile product in this forum since our 1.x release.  However, for Mobile 2.0 our plan was to support our Mobile users by phone but we had failed to include this in our Connect 9 readiness plans.  Starting on Monday October 15th we support all Connect Mobile customers and all customers who are entitled to Connect support. 

As far as for the service issue we had experienced, once we learned about this problem we escalated to engineering and they worked on fixing this issue with priority and we released a fix as soon as the patch was completed.

Please accept our sincere apologies for any inconvenience these issues may have caused you.

Thanks,
Nick Calenda
Support Manager, Connect