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.
rPhone:
Breakout Rooms with rPhone:
Adobe Connect is not able to accomodate a mix of VoIP and Phone users in breakout rooms regardless of the conferencing/telephony service being used. The ideal scenario is to have everyone connected through phone or web phone but in cases where there is a mix, the participants will have to be manually sorted by their audio connection to ensure they can hear each other in breakout rooms.
Recordings:
While it is not common, sometimes an Adobe Connect recording can become corrupt. The Adobe Connect support team is best-equipped to support issues with recordings and can sometimes restore corrupted audio files. If you have experienced a problem with a recorded meeting, contact Adobe Connect Support
Recording Backup: As a best practice, it is strong recommended that you also record the audio from your ZipDx dashboard by logging in to zipdx.com with your account credentionals. Set the conference call to “record” which will provide a backup of the audio, should the original meeting audio have issues.
Pods - adding to Share Folder:
From any Adobe Connect meeting room and template you can access the shared content using a share pod and selecting "Share>>Document" then select "Shared Content". This will display all your share content from Adobe Connect and allow you to select the Hands Up pod from the list.
Select the entire zip folder and this will install the pod. Resize your share window with hands-up to the size you want.
When a participant shows up in the Adobe Connect Attendee list but not in rPhone:
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.
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:
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