#1 2016-08-05 14:17:22

schreckdc

Online Tech Support can't use logs from AC Logging Tool

Here's a headscratcher for you.

At times, we exeprience latency, lag and complete freezes using laptops well beyond the suggested minimum tech requirements to run Connect 9.x. I'm meticulous about not running other software or background processes when we use said laptops in AC webinars.

Laptop specs: http://support.hp.com/us-en/product/HP-15-Notebook-PC-series/6627588/model/6898163/product-info

Our bandwidth is more than adequate enough, averaging 80mbs up/down on the network throughout the day. We are not sending video nor do we typically push and high bandwidth multimedia content, 95% of the time we are sharing out .ppt with audio over VoIP. Room settings: low for video and screen share; enhanced audio, full duplex, and best for audio.

By my back-of-the-napkin math (via http://blogs.adobe.com/connectsupport/connect-9-5-bandwidth-utilization-estimates-illustrated/), we should never need more than 10mb on our network; giving us a cushion of nearly 70mb; more than enough.

And yet we still keep encountering issues.

So, we installed the logging tool on all computers we use for the webinars. Makes sense, right? Right. Then, when I go to correspond with AC support and share the latest round of baffling freezes, support tells me that THEY DON'T USE THE LOGS.

PLEASE tell me you're kidding with this Adobe. If not and your techs can't use the logging tool to diagnose and troubleshoot issues, STOP advising that people install and use it to do that (e.g. https://helpx.adobe.com/adobe-connect/kb/enable-logging-acrobat-connect-professional.html).

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Excerpt from my online chat (my **emphasis**:

AC Support: Hello! Welcome to Adobe Connect Support .This is AC Support.  How may I assist you?
AC User: Event Recording: https://kdad.adobeconnect.com/p4v5u5zlmld/
AC User: Issue: Host (“USAID Microlinks” in the recording) laptop froze up approximately 40 minutes into the meeting, continued to lag and freeze
AC User: AC logging tool installed, I can send along log files
AC User: dropbox links:
AC User: https://db.tt/Q4M5Zxlh
AC User: https://db.tt/E9b1CdMU
AC User: https://db.tt/MhTHqqwn
AC User: https://db.tt/F5rplzwW
AC Support: if the laptop froze, in that case what do you want us to investigate?
AC User: Tech specs, laptop: http://support.hp.com/us-en/product/HP-15-Notebook-PC-series/6627588/model/6898163/product-info
AC User: No other programs running, plenty of RAM and drive space
AC User: No apparent reason at all why host encountered issues
AC User: The laptop did not freeze. The Adobe Connect meeting room did.
AC Support: okay
AC Support: so the addin froze
AC User: We've encountered this issue before and we were told to use the logging tool to record issues
AC User: How do we prevent the addin from freezing?
AC User: As I said, the computers are well beyond minimum tech specs, connectivity was great and there were only three users connected from one geographic location at the time
AC Support: please confirm the OS of the computer and the addin version installed on the computer
AC User: Windows 8.1
AC User: How do i determine addin version?
AC User: **And don't the log files tell you that?**
AC Support: also please let me know if this happened while you were sharing screen or sharing a document
AC User: What is the purpose of the log files if you can't review them to see what the issue might be?
AC Support: **log files will have too much data to compile**
AC Support: besides we will need the time of the crash as well
AC User: **Well then, I might suggest that you spread the word around support that, really, there's no need to install the logging tool because the reps can't use it**
AC User: So, yes, if you go to the meeting, we were sharing out a ppt presentation
AC User: **the log files don't say when AC froze up?**
AC Support: okay
AC Support: **they will have multiple instances and we can not check line by line to find out the reason for crash**

ncalenda

Re: Online Tech Support can't use logs from AC Logging Tool

Hi schreckdc,

Sorry for the confusion, we do use our logs to help solve or isolate many issues for our customers.  I will make sure this message is communicated correctly when the team is working with customers.

Thanks for your feedback.

schreckdc

Re: Online Tech Support can't use logs from AC Logging Tool

We are running AC 9.5.4

Update: this has been escalated and Adobe tech support did call me.

They pointed out the fact that there are some known issues with Windows 8.1, which we're running:
http://blogs.adobe.com/connectsupport/adobe-connect-add-in-crashes-freezes-on-windows-8-1/#comments

The above post includes workarounds.

On the phone, tech support mentioned upgrading to Windows 10.0. When I asked if doing so would introduce any other potential issues, they acknowledged that, yes, it might. I have not been able to find any record of what those issues might be (web searches and searches of Adobe Connect Support Blog, this user community, and AC Release notes 9.5).   

Tech support has also asked me to send system logs to try and trouble shoot.