Adobe Connect troubleshooting guide Internet Connection: • Users with slower Internet connections (ex. Dial up) may experience connectivity issues. Keep trying! Ask if your instructor will be recording the session. • If possible, use a LAN cable to plug into your modem or router – wireless Internet connections may be unstable. Getting started: • Connection test: http://uoit.adobeconnect.com/common/help/en/support/meeting_test.htm This test will check your browser and connection speed, and install the Adobe Connect plugin. Scroll down on this page for more information about common problems in Adobe Connect. • Preparing for an Adobe Connect session in Windows (video tutorial): http://youtu.be/XsordYL20TE • Preparing for an Adobe Connect session in Mac OS (video tutorial): http://youtu.be/GXrvUY6hOnM Browsers: • Adobe Connect is compatible with all major browsers – we recommend Mozilla Firefox (available on your UOIT issued laptop). For best results, ensure that the Adobe Connect plugin has been installed. • Some tools in Adobe Connect require popup windows – ensure that you allow popups from adobe connect. Mobile Users: • Mobile apps are available for iOS (apple devices), Android and Blackberry. You can download them here: http://www.adobe.com/ca/products/adobeconnect/featuredetails/adobe-connectmobile.html Trouble logging in: • Be sure to use your Banner ID (100xxxxxx) and Adobe Connect password (student default password is “university”). • If you have forgotten your Adobe Connect password, go to http://uoit.adobeconnect.com and click “forgot password” below the login area. Enter your UOIT email address and you will receive a link and instructions to reset your password. • If you log in as a guest, type in your full name and click “Enter Room” Audio problems: • At any time during the meeting, complete the audio setup wizard, located under the “Meeting” menu in Adobe Connect. • Ensure that the speaker button at the top of the Adobe Connect screen is green. If not, click the speaker button to activate it. • If your audio cuts out intermittently, this may be a problem with your connection speed. If possible used a wired LAN connection, or move closer to your wireless router. • Try logging out of Adobe Connect and log back in. • Loud feedback can be caused by meeting participants or presenters using their builtin microphone and/or speakers. Use a headset or earphones to reduce this problem.

Microphone problems: • Remember that only hosts and presenters have audio privileges. Participants need to be granted audio access by the meeting host. Ensure that the meeting host has provided the appropriate audio privileges for participants and presenters if required. • Ensure that your microphone is plugged in and recognized by your computer before logging into Adobe Connect. Check your sound settings in the Control Panel (Windows) or System Settings (Mac). If you plug in a headset or microphone during a meeting, you may have to log out and back in again. • At any time during the meeting, run the audio set up wizard. In step 2, ensure that the correct microphone device has been selected from the drop-down list. • Some headsets include a mute switch or button. Ensure you haven’t left your microphone on mute by accident. • Ensure that the microphone button at the top of the Adobe Connect screen is green and does not have a line through it. Click to activate or unmute your microphone. • Log out of Adobe Connect, double check that your microphone is connected and working, and log back in. Tool settings: These buttons are located at the top of the Adobe Connect room screen. Speakers are not activated; click to activate Speakers are active Microphone is not activated; click to activate Microphone is active Microphone is active, but muted; click to unmute Web cam is not activated; click to activate Web cam is active Web cam is in preview mode; click “Start Sharing”

Web cam is active and transmitting