Adobe Connect issues:
While we are familiar with Adobe Connect, issues related specifically to Adobe Connect meetings and settings are better handled through the Adobe Connect support channels or by calling them directly: 1 800 422 3623. This will include issues with recordings, audio, connectivity and in-room support. Should you experience any issues with the rPhone, Hands Up or Vantage Point please refer to the troubleshooting tips below. If your issue is still not addressed or resolved please email support@refineddata.com to open a ticket with the RDS support team.
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Select the entire zip folder and this will install the pod. Resize your share window with hands-up to the size you want.
Troubleshooting for rPhone and Vantage Point (FAQ’S):
Issue: When a participant shows up in the Adobe Connect Attendee list but not in rPhone:
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Answer: This can be one of several issues.
The user is behind a Firewall - they may need to whitelist *.refineddata.com or change other firewall restrictions if the issue is consistently reproducible.
Behind a firewall:When users are inside a corporate firewall that blocks these optimal ports, Adobe Connect uses fallback mechanisms to deliver RTMP data on ports 80 and 443. This fallback technology is called tunneling. This tunneling mechanism results in additional overhead that impacts overall throughput and the end user experience
The user is using the Adobe Connect Mobile App - this can be determined by the participant having a slightly different icon in the attendee pod. Due to Adobe Connect’s restrictions with custom pods being accessible via Mobile Devices, participants accessing Adobe Connect from a mobile device will not be recognized.
The pod failed to load for this user. Users on slow connections, or for occasional reasons we don't fully understand, may not fully load the rPhone and they are therefore not shown as being in the list.
Re-entering the room may resolve the issue or the Host could also try re-loading the rPhone pod (Pods | Share | rPhone - click it to unload) which will momentarily unlink all phones and then relink them. Users on slow connections, or for occasional reasons we don't fully understand, may not fully load the rPhone and they are therefore not shown as being in our pod list.
Behind a firewall:
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rPhone Connection in the room:
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COuld be an account issue with ZipDx - login to ZipDx and ensure your account is active and up to date. If a limit has been reached without payment this may need to be resolved before resuming sessions.
Issue: VantagePoint resets or the screen blacks out and comes back on after a bit of time in both the browser and the application.
Answer: This behavior is typically seen when the Host running the Vantage Point Console briefly loses connection to the Vantage Point Server. This is typically due to bandwidth bottlenecks or intermittent latency.
With so many of us working from home, this can be caused by other family members in the same location streaming Netflix/Disney/YouTube etc, or even fluctuations from the ISP on the street. When you experience this behavior, please run this Diagnostic Test in your browser.
If you are certain that the issue is not being caused by any interruptions in connectivity or overload of your machine, then the next step would be to get the URL for one of your sessions and have one of our technicians sit in on the meeting with you. In this case, please forward the results of your diagnostic test to support@refineddata.com with a request for in-room support.