Advanced Help

If you plan to use a computer in a hospital or university, it is important to check you can access Adobe Connect before the conference. Then, if you are having problems you can ask your IT department to sort it out beforehand.

Check that Adobe Connect can run on your computer –

Tips for participants and hosts
– Always use the fastest computer and the fastest internet connection you have
– Close other applications that you do not use during the meeting
– Use a USB-headset, or similar, and test your sound before the meeting

Cannot get the Adobe Connect room to open
– Answer: Run a connection test by going to this web page
– Check that software that prevents pop ups is disabled
– Try using a different browser…so if you’re using Internet Explorer, try Firefox and visa versa.
– Clear the browser cache: click here for information on how to do that in Firefox; how to do that in Internet Explorer.
– Turn off all other computer programs that you have open.
– If you are using wireless internet either move next to the router, or move to a computer that is connected to the Internet via cable – wireless internet can make Adobe Connect unstable.

The Adobe Connect room appears to freeze
– Answer: Quit Adobe Connect and log back in again.

The sound cuts out entirely
– Answer: Close the Adobe Connect session and your Internet browser. Then reopen both to join the session.

The sound is cutting in and out
This is probably a connection speed issue.
– Answer: Use a wired internet connection, or try to work as close to the wireless router as you can. Make sure you have set your connection speed in Adobe Connect to the type of connection you’re using.

Audio troubleshooting

If you still have any issues with your headphones or microphone, after completing the Audio Setup Wizard, try these troubleshooting solutions:
– Ensure your headset is plugged into your computer correctly.

The connectors are colour coded – usually green for Headphones and pink for Microphone (you can also use USB headsets), ensure they are fitted into their corresponding coloured socket at the back or front of your computer.

(i.e. you cannot hear the music playing in Step 1 of the Audio Setup Wizard)
– Ensure your speakers are connected and turned on

– Ensure the volume is set to an audible level and that mute is not ticked:◦To check this, double-click on the Audio icon volume_ac.jpg.

– You can also check that the correct device is selected by right-clicking on the Audio icon and select Adjust Audio Properties.
– Click on the Audio tab and select the device you have from the drop down if it’s not showing already. Uncheck Use only default devices.

(i.e. you cannot record your voice in Step 2 of the Audio Setup Wizard)
– Ensure you select your microphone – this should correspond to the device you have plugged in. You may need to pick the current microphone from the drop down list. Often OP PC’s have a Realtek HD Audio Input if using the round Pink and Green plugs on your headset.

– Ensure the Line In and Microphone volume is set to an audible level and that mute is not ticked:◦To check this, double-click on the Audio icon.
– If the Line In or Microphone options are not available, select Options > Properties and ensure volume controls are showing for each (in either Playback or recording).