This diagnostic test will ensure your computer and
network connections are properly configured to provide you with the best
possible Acrobat Connect meeting experience. The diagnostic test checks for the
following:
- Supported version of Flash Player
- Clear connection to Adobe Connect
- Bandwidth availability
- Latest Acrobat Connect Add-in
If all tests pass successfully, you are ready to log in to your meeting. However, if you continue to experience problems, please refer to below troubleshooting tips.
Acrobat Connect Meeting Troubleshooting Tips
Meeting login issues
Quick things to check first. Check the following simple items to help resolve meeting access issues.
- Are you connected to the Internet?
- Disable popup blocker software.
- Clear the browser's cache.
- Try connecting from another computer.
- Are you accessing the correct URL?
- Try accessing the meeting as a registered user or guest.
- Did you change your password recently?
I forgot my password. Click the "Forgot your password" link on the login page to reset your password. Note that passwords are case sensitive.
My password does not work. Try using the "Forgot your password" link to set a new password.
I have logged in and nothing is happening. When you log in to someone else's meeting room, you need approval. An approval message will be presented to the host. If the request is declined, entrance to the meeting is not possible and a message stating that the request was declined is displayed. Contact the meeting host or organizer for access.
My company uses a proxy server to control internet access. Being behind a proxy server may affect your ability to access Acrobat Connect. Try the following:
- Within Internet Explorer select Tools > Internet Options > Advanced tab.
- Enable the setting Use HTTP 1.1 through proxy connections and click OK.
- Close all browser windows and re-open before trying to connect to meeting again.
Problems running a meeting
Participants are not seeing my actions. Check the attendee list to make sure that you are a presenter. Presenters are listed with an orange presenter icon at the beginning of each name. Send a message to the host asking for presenter status.
One thing to be aware of is participant requests may not be seen by the presenter. Hosts and presenters should pay attention to the status and menu bars and choose to accept sign-on requests.
I can not share my screen. You must download the Acrobat Connect Add-in to have this ability. Be sure to click "Install" when prompted to download the Acrobat Connect Add-in.
Another thing to be aware of when sharing an application, rather than the entire screen, is that the shared application must be visible on your screen at all times. If a non-shared application is opened and covering the shared application on the sharing presenter's screen, meeting attendees will not see portions of the shared application covered by the non-shared application but will instead see a blue-checkered pattern.
Broadcasting camera
My image will not show up when I choose "Share my camera." Ensure that your camera is plugged in and recognized by the computer before entering the meeting. If not, camera drivers might need to be updated or installed. Also be sure to grant access permission to Flash Player for the camera and microphone in the dialog box that appears when starting the broadcast.
I need more help
If none of the suggestions above resolve your Acrobat Connect meeting issue, please contact Acrobat Connect Product Support.