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Need assistance with Adobe Connect?
https://connect.apan.org/common/help/en/support/meeting_test.htm
This diagnostic test ensures that your computer and network connections are verified to provide you with the best possible Adobe Connect meeting experience. The diagnostic test checks the following:
If all the tests are successful, you are ready to log in to your meeting. However, if you continue to experience problems, refer to troubleshooting tips.
Additional InformationIf this is your first Adobe Connect meeting, you could take a few minutes to learn more.
Meeting login issues
Problems running a meeting
Content issues
Broadcasting camera and voice
I need more help
Note: If you are facing issues accessing a meeting, event, or seminar, contact the event organizer for assistance. Because of security and privacy reasons, Adobe is unable to assist customers in gaining access to private meetings, events, or seminars. Only the meeting organizer or the administrator of the web conferencing account can register users or grant access to Adobe Connect meetings.
Quick checklist. Check the following to help resolve meeting access issues:
I forgot my password. Click the "Forgot your password" link on the login page to reset your password. Note that passwords are case sensitive.
I do not have a password to enter a meeting. Create an APAN Account. Log in. Guest logins are also an option for meetings, but must be approved by the meeting host, but are not recommended by APAN as a best practice. For private meetings, the host/moderator must approve guest login requests, which may take a few minutes.
If you are prompted for a passcode to access a meeting room, it implies that the meeting organizer has enabled password protection. Contact the meeting organizer to get the passcode.
For meeting events or seminars, contact the meeting organizer to register or receive a login account. Events or seminars that require self-registration use a separate link to register attendees during an event. If you do not have the self-registration link, contact the meeting organizer.
My password does not work. Use the "Forgot your password" link to set a new password on APAN.com. If this does not work contact the APAN Support Desk.
I have logged in and nothing is happening. When you log in as a guest, you need approval. An approval message is presented to the host. If the request is declined, entry to the meeting is not possible and a message stating that the request was declined is displayed. Contact the meeting presenter or organizer if you should have access.
My company uses a proxy server to control internet access. A proxy server may affect your ability to access Adobe Connect. Try the following:
I am supposed to be a presenter but I logged in as a participant. If logging in as a guest, exit the meeting and log in as a registered user. If you are the presenter, you must log in with your Adobe Connect account to receive proper permissions. If after logging in as a registered user you still do not have presenter permissions, contact the meeting organizer or APAN Support.
Participants do not see my actions. Check the attendee list to ensure that you are a presenter. Also, ensure that you are not in preparing mode, as actions are not visible to participants in this mode. Contact the host and request for presenter status or try logging in as a registered user.
Sometimes, 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. Another possible scenario is that a meeting has been placed on hold; if so, participants will be shut out of the meeting until it starts.
I can not share my screen. You must download the Adobe Connect application for desktop to share a screen. Click "Install" when prompted to download the Adobe Connect application for desktop.
When sharing an application, rather than the entire screen, 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 presenter's shared screen, meeting attendees do not see covered portions of the shared application but instead see a blue-checkered pattern.
Content does not appear in the meeting. You may not have uploaded the content into the meeting room. Click the arrow besides the "Share my screen" button to open more sharing options. Select "Share document" and go to one of the content library folders diplayed on the left or click "Browse My Computer". Browse to and select the file that you would like to display in the room, and click Enter.
Unable to show content such as Word documents and Excel spreadsheets, or web pages. Ensure that you are a host or presenter and have the Adobe Connect application for desktop installed. Presenters must share their screen to display such content.
To share web pages, use the Web Links pod, which allows all participants to launch the web page in a separate browser window.
Unable to upload content or use the screen sharing feature in Internet Explorer. Ensure that you have a supported version of Microsoft Internet Explorer installed. To check the latest requirements, visit the Adobe Connect System Requirements page.
My image does not show up when I choose "Start My Webcam". Before entering the meeting, ensure that your camera is plugged in and recognized by the computer. If not, camera drivers might need to be updated or installed. Also, grant access permission to HTML5 for the camera and microphone in the dialog box that appears when starting the broadcast. You may need to contact your System Administrator for assitance.
Participants cannot access their camera. Select participants and promote them to presenter or grant access to the video by selecting “enable video” using attendee options in the attendee pod. Also, get participants to check their camera connection and update drivers. You may need to contact your System Administrator for assitance.
Participants cannot hear audio. Ensure that the presenter's microphone is not muted and is set to an adequate volume. To avoid distraction, presenters do not hear themselves speaking in a meeting.
***CAUTION: If an owner who created the Adobe Connect Room in Verint is removed from the Verint Community, the entire room, with all of the content will also be deleted. Ensure, you do not delete or remove the original created of the community. CAUTION***
If none of the suggestions above resolve your Adobe Connect meeting issue, you can access the Adobe Connect Support Center for Help documentation.
You can also contact the APAN Support Desk.
(Information last reviewed on 27 June 2023)