RDS KNOWLEDGE BASE

Diagnostic Tool Issue Resolution

Owned by Michael Boht (Unlicensed)
Last updated: Nov 10, 2021 by Tufik Chediak
4 min read

Below you can find various details to help you fix issues detected by our diagnostic tool.

Environment

Device

If using a mobile device, you will get the following warning: "You are running on a mobile device, which means some features of this tool and your meeting room may not work properly." 

Custom meeting pods are not compatible with mobile devices, which can negatively impact your session. It is recommended that you switch to desktop to improve your Adobe Connect meeting experience. 

 

Screen Resolution

If your resolution is below 1024 x 720 you will receive a warning message. It is recommended that you upgrade your screen resolution to avoid a negative impact to user experience.

  • Sharing Desktop → 1280x720 (720p) preferred
  • Not Sharing Desktop → 1920x1080 (1080p) or higher


Browser Name

You will receive a warning when using Internet Explorer or Edge. It is strongly recommended that you switch to either Chrome, Firefox, Safari or Opera.

Webphone (rPhone) may not be compatible with IE and Edge.

Browser Version

You will get a warning or error if your browser is significantly out of date. 

It is strongly recommended that you upgrade your browser to the most current version. 

OS Name

This field will not display an error or warning, it will just provide system details.

OS Version

Systems running Windows 7 or less will display an error message.

It is strongly recommended that you upgrade your operating system.


Flash / Adobe Connect

Flash Player Status

If Flash is not installed on your system, you will be unable to join any Adobe Connect meeting. To resolve this, please install Flash Player.

Flash Player Version

  • Warning = Flash Player version 8 - 11
  • Error = Flash Player version less than 8

Please update your Adobe Flash player to the most current version available.

Adobe Connect Application

If the Flash Player installed in your desktop browser doesn't have permission to check whether the application is installed, you will get a pass but the message will read "Unable to check at this time". In this case, please confirm that you have the Adobe Connect application installed on your system.


Flash Video / Audio

Camera and Microphone Access

If you do not have a camera/microphone, your camera/microphone is broken or is occupied by another application, you will get an error.

Cameras

If you do not have a camera embedded in your device, please connect an external webcam to your system and run the test again.

If you do have a functioning camera but you are still getting an error, please close any application that can occupy your camera (ex. Skype) and run the test again.

Microphones

If you do not have a functioning microphone in your device, please connect an external microphone (ex. headset) to your system and run the test again.

If you do have a functioning microphone but you are still getting an error, please close any application that can occupy your microphone (ex. Skype) and run the test again.


Connectivity

Refined Data Domains

If you are experiencing connection issues, please confirm that you have white-listed the following domains:

  • *.refineddata.com
  • *.zipdx.com

RTMP Connection

If an RTMP connection is not established, you will receive an error. 

If both port 1935 and 443 are blocked, the system will attempt to connect over port 80, which can cause latency issues.

Please allow access to either port 443 or 1935 (contact your IT team if necessary, they may find this document helpful) and ensure the following domain is white-listed: *.refineddata.com

You can find more information on ports on here


Telephony

If port 5067 is blocked, you will be unable to use our telephony application (webphone) in the meeting. 

Please open the port (TCP and UDP) (contact your IT team if necessary, they may find this document helpful) and ensure the following domain is white-listed: *.zipdx.com

VPN / Firewall

If the test detects a VPN or Firewall on your system, you will get an error. 

VPNs and Firewalls can severely impact your meetings, please contact your IT team for assistance. 

Ad Blocker

Ad-blockers may impact your meeting if the Adobe Connect meeting room is opened in the browser. Please disable your ad-blocker for the duration of your meeting. 


Speed Test

Latency

  • Warning = latency of 300 - 500ms
  • Error = latency over 500ms 

If you are using wifi, please switch to an ethernet cable to improve your connection.

If connecting to ethernet doesn't improve your speed or you are unable to do so, please try changing locations to an area with a better internet connection (ex. an office, coffee shop, home, etc.)

If you are unable to establish a decent connection, you can try calling into the meeting via phone to improve the audio quality. Please confirm with the meeting hosts whether telephony is enabled. 

Download

  • Warning = download speed of 5 - 10 mb/s
  • Error = download speed of less than 5mb/s

If you are using wifi, please switch to an ethernet cable to improve your connection.

If connecting to ethernet doesn't improve your speed or you are unable to do so, please try changing locations to an area with a better internet connection (ex. an office, coffee shop, home, etc.).

If you are unable to establish a decent connection, you can try calling into the meeting via phone to improve the audio quality. Please confirm with the meeting hosts whether telephony is enabled. 

Upload

  • Warning = upload speed of 3 - 5 mb/s
  • Error = upload speed less than 3 mb/s

If you are using wifi, please switch to an ethernet cable to improve your connection.

If connecting to ethernet doesn't improve your speed or you are unable to do so, please try changing locations to an area with a better internet connection (ex. an office, coffee shop, home, etc.)