Adobe Connect recordings:
Frequently asked questions

What do I do if the recording won't start or freezes while viewing?

If you have issues playing the recording, or it freezes mid-way, there could be an issue with the recording or with your connectivity. 

To test your connectivity and ensure you have the latest flash player run the Adobe Connect Online Connection Test. This utility will check the key components on your system and provide tips on how to resolve or optimize your connection.  Once complete, attempt to launch the recording again.

If this does not resolve the issue, there could be a problem with the recording.  Please submit a support ticket with the following information and a Refined Data Specialist will investigate further:

• URL of the recording or page where you accessed the recording
• Screenshots or details of the issue you are experiencing
• Results from your Adobe Connect Online Connection Test

Why don't I hear any audio from the recording?

The volume bar for a recording is located on the bottom right, beside the play bar.  If your recording is not playing any audio, first check that your volume is turned up and not muted.

If the audio problem still persists, try:

• Exiting and re-launching the recording
• Checking your computer Audio Wizard to test your sound connection
• Testing your headset or speakers

What can I do if the audio is not synced with the playback?

If the audio in the recording is not synced with the playback this could also point to a latency or connection issue. 

• Run the Adobe Connect Online Connection Test to identify any issues with your connectivity.  
• Click here for options on addressing high latency (see last section "If you experience high latency, try"). 

If this does not resolve the issue, there could be a problem with the recording.  Please submit a support ticket with the following information and a Refined Data Specialist will investigate further:

• URL of the recording or page where you accessed the recording
• Screenshots or details of the issue you are experiencing
• Results from your Adobe Connect Online Connection Test

Why can't I see certain parts of the recording?

If certain parts of the recorded meeting are difficult to see or appear blank such as a video, slide presentation or other material it might be that this particular material was not captured during the recording or there may be an issue with the recording itself.  

You can attempt to resolve it by exiting and re-launching the recording.  If this does not resolve the issue you can submit a support ticket with the following information and a Refined Data Specialist will investigate further:

• URL of the recording or page where you accessed the recording
• Screenshots or details of the issue you are experiencing
• Results from your Adobe Connect Online Connection Test