Troubleshooting Steps for RDS Pods:

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.

You can also click here for the Adobe Connect status page to verify if an issue could be occurring on their network.

Diagnostic Tool:

If you or a participant is experiencing an issue, the diagnostic tool will do a quick evaluation on the affected system to help identify the problem.

Simply Click Here to run the diagnostic or provide this link to the impacted participant.

Visit this Page: https://refineddatasolutions.atlassian.net/wiki/spaces/ICS/pages/562069506 for further information on how to address the results.

Troubleshooting for rPhone and Vantage Point (FAQ’S):

Understanding 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.

Issues with meeting recordings:
While it is not common, sometimes an Adobe Connect recordings can become corrupt. The Adobe Connect support team is best-equipped to address 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 credentials. Set the conference call to “record” which will provide a backup of the audio, should the original meeting audio have issues.

Maintaining current POD versions:
It’s a good practice to ensure you are using the latest versions of RDS custom pods available here

Installing pods:

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.

Common questions and issues

Issue: When a participant shows up in the Adobe Connect Attendee list but not in rPhone:

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.

Issue: rPhone Connection in the room:

If experiencing issues with connecting rPhone / starting the conference check try the following:

First, check the Adobe Connect status page to see if there are any current problems occurring with Adobe Connect that could be causing an issue with Universal Voice or other services
Completely delete and reload the pod, something this simple step will restore any connection problems.
If there are issues with logging in to start the conference, verify that the ZipDx credentials used for the meeting room are correct.
Login to ZipDx.com 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.

If none of the above resolve the issue, contact support@refineddata.com to report the problem. As a work-around in the meantime, have the meeting host start the conference manually through ZipDx and ask participants to dial in directly with the number and participant code. The ZipDx dashboard can be used to manage some of the basic functions for the call as an interum solution.

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.