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#1 2020-06-26 08:50:34
- joanna_em
Presenters dropping to participants and host can't promote back
We've been running into a weird issue running seminars and meetings lately. We use Meeting One as our integrated audio provider and have our presenters connect to the audio by phone (join the meeting room, connect to phone audio via "dial out" option). That part works just fine. But what we've been finding is that periodically, some presenters will "drop down" to participants without the host changing them. When that happens, the host is unable to drag them back into the Presenter role (the option is missing when you select their name and when dragging, a red x appears). But they are still connected to the meeting room and the phone audio.
I know if someone connected to the integrated audio disconnects/logs out of the AC meeting, they wouldn't be able to be presenters. And if they then logged back in, we would need to merge their user logins. But this happens when a presenter hasn't lost their connection to the meeting room. I thought maybe it had something to do with their internet connection but it seems to happen seemingly arbitrarily. It's happened to some people who are connected to ethernet, some on wifi, etc. Any idea if this is an Adobe Connect issue or an issue with MeetingOne or the audio bridge?
FWIW, their attendee pod icons have gray shirts when this happens.
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#2 2020-07-02 14:38:26
- Jorma_at_CoSo
Re: Presenters dropping to participants and host can't promote back
The gray shirt means it is a telephone only connection to the room. So that user lost connectivity to Adobe Connect. Since you can't promote a telephone connection, it gives the red X when you try to change the role of that call in user.
Once they re-connect they should show a new login (which may or may not be automatically reconnected to the call in user) with a gold or blue shirt. If needed, you can then merge the call in user with the Connect user once they re-join.
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#3 2020-07-06 12:07:09
- joanna_em
Re: Presenters dropping to participants and host can't promote back
The gray shirt means it is a telephone only connection to the room. So that user lost connectivity to Adobe Connect. Since you can't promote a telephone connection, it gives the red X when you try to change the role of that call in user.
Once they re-connect they should show a new login (which may or may not be automatically reconnected to the call in user) with a gold or blue shirt. If needed, you can then merge the call in user with the Connect user once they re-join.
Thanks for your reply. This is what we thought, however, when this happens, the person is STILL connected to Adobe Connect (still sees the meeting room, can raise their hand, etc). There isn't a new or separate Adobe Connect login to merge them with - just the original user login, which now has a gray shirt and can't be promoted. Could this be a glitch with the audio bridge? Trying to figure out if it's an adobe connect qwirk or an issue with MeetingOne.
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#4 2020-07-09 17:18:35
- Jorma_at_CoSo
Re: Presenters dropping to participants and host can't promote back
Do you mean that they see the room on their screen? I'd expect that you couldn't see the raised hand when their icon is just a phone only connection.
This doesn't feel like an audio bridge issue, as it appears to be correctly holding a connection to the room. It may be worth noting the room and time of the issue happening and seeing if Adobe Connect Support can pull logs and give some insight about what Connect was seeing happen.
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