Adobe Connect User Community
Menu

#1 2019-01-09 17:21:21

LHenryP1

Problems adding participants if listed as Guest

We are having problems adding participants to live events if the user is already listed in adobe as a guest user. This is a random issue that I have been able to reproduce but not able to identify the reason.

If I delete the guest account and reattempt to add the participant it works perfectly.

We are adding participants via a third party program using single sign on.

Any help would be appreciated.

Lee

Offline

#2 2019-01-11 16:50:03

Jorma_at_CoSo

Re: Problems adding participants if listed as Guest

Having guest user accounts tied to an SSO solution seems like a likely problem. The Guest user function was never intended to be tied to an SSO, but rather a tool for external users to create their own account to attend events.

If they are added to the Registered User list does it work correctly?

Offline

#3 2019-03-04 12:19:13

LHenryP1

Re: Problems adding participants if listed as Guest

No, that did not work. I created a sample account at adobe as a "registered user" with email/password and name as being the same as the sample account within our system and this did not work either.

When we attempted to join the live event, Adobe required a login and password and the sample user was then taken to the Adobe event page where user had option of register, join, speaker info.... The user could then join the live event however this routing is not consistent and confusing, not to mention the end user must maintain two sets of usernames and passwords.

To recap:

Periodically, a random user will not be able to enter an event/meeting/classroom or be placed on the participant list of an event. When the user attempts to join the event from within our system, by clicking on OUR join Live Course button, the user is redirected to the Adobe Connect main login page, which asks for a username and password. Our users are never required to enter an Adobe username or password, as this is sent automatically from our system.

This is a random issue and only happens occasionally but still happening too often. When this occurs, all other users enter the event without any issues so it is user specific.

To solve this problem, we navigate to the Adobe administration area, select the users and groups button, then select the view guests button. We then scroll down the list of guests to find the name of the user that is unable to access the event and delete the associated guest account.

Once we delete the guest account, the user is able to register for the event which successfully places them on the participant list and allows the user to join the event immediately.

How can we prevent this from happening?

Offline

#4 2019-03-04 18:46:21

Jorma_at_CoSo

Re: Problems adding participants if listed as Guest

SSO has enough complexity that it's hard to nail down the cause without being aware of how the SSO solution is working. Who are you working with for your SSO implementation with Connect?

Offline

#5 2019-03-10 10:58:43

Sergio

Re: Problems adding participants if listed as Guest

Lee,

We had a similar problem.  Our external SSO is a generic Active Directory LDAP integration.    In our on-premise setup we have registered users set up to logon with their AD account instead of an email address.   We have LDAP failback enabled.  This allows us to have guest accounts access Adobe Connect (no LDAP synchronization to wipe out non-LDAP accounts)

For authentication to work for an event there has to be an email address associated with the account.   If an email address already exists in Adobe Connect, it will reject any new authentication attempt by an account that tries to log in to an event with that same email address.  It doesn't matter if that account is a guest account or LDAP-enabled.  I'm guessing this is why deleting the pre-existing guest account solves the problem for you.  The only way I know to prevent the scenario you describe is to ensure that the email addresses in the SSO source don't already exist in Adobe Connect.

Best,
Sergio

Offline

#6 2019-03-10 11:33:56

Sergio

Re: Problems adding participants if listed as Guest

Lee,

I would like to clarify the last sentence I wrote.    here's the outcome for the following scenarios:

1) SSO account (with email address) already registered in Adobe Connect -   User can register for event and join

2) Pre-existing account (guest or SSO) in Connect with email address -  If different guest account with same email address attempts to register for event it will fail.  Different SSO account with same email address cannot be added as a registered user.  Solution in either scenario is to ether remove the pre-existing guest account, or change the email address of the pre-existing account to something unique.

Hope this helps.

Sergio

Offline

#7 2019-03-13 10:10:43

LHenryP1

Re: Problems adding participants if listed as Guest

Sergio,

Thanks for the information. We are indeed working through this and have learned that when one of our on-premise users updates their password on their account AFTER registering for an event, which may be weeks in the future, and then the user returns to our application to join the event, our application is sending the new/updated password and Adobe still has the user registered with the old/original password.

To solve this we have created a duplicate table for original passwords/email address that are invisible and unchangeable by the member. They may update their user/password info with our app, but it does not affect Adobe info.

Are we able to remove all guest accounts in a batch process? Will removing guest accounts have any future ramifications?

Regards,

Lee

Offline

Board footer