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Using Adobe Connect
Adobe Connect Technical Requirements
You will want to ensure that the computer you are using is capable of handling the Adobe Connect program. Visit Adobe Connect technical specifications and system requirements to ensure you will be able to access the virtual classroom on your computer or device. If you are unsure how to view your computer/device specifications, you should be able to find instructions on finding those from an online search. We recommend accessing your virtual classroom using either Mozilla Firefox or Google Chrome.
Note: A mobile Adobe Connect app is available for Apple and Android devices. However, as not all features are supported (such as screen sharing), we recommend using a laptop or desktop computer for completing most appointments. You can view more information at Adobe Connect for mobile Help.
Installing the Adobe Connect Application
The next step is to make sure that your computer has all the software required to run Adobe Connect. If you have flash enabled in your browser and do not need to share your screen at any time during the appointment, you may access the virtual room through your browser. However, Adobe Connect has an application that will solve many audio problems, allow you to share your screen, and doesn’t require flash. To get the application, and to test your Flash Player, Adobe Connect connection, and connection speed, run an Adobe Connect Diagnostic test. If you do not already have the application, you will be prompted to install it. If the application is properly installed, the classroom will open in a separate window.
Visit Adobe Connect application for desktop for more information.
Accessing the Adobe Connect Virtual Classroom
1. Visit the Adobe Connect virtual classroom link provided to you.
2. Select Enter as a Guest and type your first and last name in the field provided. Some courses require you to also include your course name. Refer to your course for more information.
3. Select Enter Room.
If you do not have Flash enabled in your browser, you may be prompted to either install the Adobe Connect application or enable Flash in your browser. If you enable Flash, you can open the room in the browser (“When Flash is enabled click here to join the meeting”). If you download the application, or already have it installed, the room will open in a new window.
4. Most meetings are private and require the meeting host to allow you in the room.
If the instructor or TA is in the room, you will see a message that says, “This is a private meeting. Your request to enter has been sent to the presenter. Please wait for a response”.
If the host is not yet in the room, you will see a message that says “The meeting has not yet started. You will be able to access the meeting once the host arrives. Please wait.” If you see this message, check that (a) you have the correct virtual classroom URL, (b) it is the correct time for your scheduled appointment, and (c) it is within the posted hours of the Conversation Café (all hours listed are US mountain time). If you are in the correct room at the correct time, contact the instructor or TA.
5. Once the host has allowed you in the virtual classroom, you may have the option to use your microphone or webcam. Options for your microphone and webcam will not become available until your instructor or TA enables them. When they enable your webcam, a button should appear above the video pod labeled Start My Webcam (or the webcam icon will appear at the top of the window). Click this button.
6. A small dialog box will appear, asking if you want to allow access to your webcam. Click Allow.
7. This will cause a small screen to appear in the video pod that shows a preview of what you will broadcast. Once you have adjusted the image (turning on lights for proper balance and contrast, etc.), select the Start Sharing button at the bottom of that screen.
8. If your instructor or TA has enabled your microphone, click on the microphone icon (Connect My Audio) at the top of the window to enable it.
9. At the top of the classroom window, you may see four buttons: a speaker, a microphone, a webcam, and a raised hand. The speaker, webcam, and microphone should be green to indicate they are in use.
Common Solutions
- Use Firefox.
- Ensure that you have a strong internet connection.
- Clear your browser cache and cookies. [link to internal article]
- Try accessing the virtual room from another computer/device.
- Restart your computer/device.
- Verify that you are visiting the correct virtual room URL.
- Disable popup blocker software/extensions.
- If accessing your meeting through your browser window, make sure Flash Player is enabled in your browser.
- If accessing your meeting through the Adobe Connect application, make sure Flash Player is disabled in your browser.
Common Issues
I cannot access the room.
If you see a message indicating that the meeting is private or that the meeting has not started, please wait. Your meeting host may let you in momentarily. If there is a significant delay and the message remains, contact your instructor or TA.
The room is stuck on the loading bar.
Clear your browser cache and cookies [link to internal article] and then close the window. Reopen the browser, and try the virtual classroom link again.
If accessing your meeting through your browser window, make sure that Flash is installed on your computer and enabled in your browser. Reopen the browser, and try the virtual classroom link again. If accessing your meeting through the Adobe Connect application, you may need to disable Flash in your browser.
Completely uninstall the Adobe Connect application. Install the application again, and then try the virtual classroom link again.
The virtual classroom appears as a blank white or grey screen.
The link to the room may be corrupted; call our technical support team. They can check to see if the issue is with your connection or with the virtual room.
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My webcam is not working.
- Ensure that your meeting host has enabled webcam rights for participants. If they have not, you will not see the webcam icon at the top of the virtual classroom. Click the webcam icon or Start My Webcam, and then click Start Sharing on the video screen. Make sure you grant Adobe Connect access to your camera and microphone.
- Ensure that your camera is connected properly and recognized by your computer. Try using the webcam in a different program; if your webcam will not work for any other program, the problem may lie with the webcam itself and not the Adobe Connect connection.
- Check if the webcam is being used by another program, application, or window. Make sure all other programs on your computer are closed (except for your course and the Adobe Connect window).
- Uninstall the webcam driver, and then restart the computer.
I cannot hear the meeting audio and/or no one can hear me.
While experiencing audio issues, use the chat pod in the virtual classroom to communicate with your instructor or TA.
- Ensure that your meeting host has enabled microphone rights for participants. If they have not, you will not see the microphone icon at the top of the virtual classroom. Select the microphone icon and Connect my Audio.
- Check your speaker and microphone volume settings to ensure they are set at appropriate levels and not muted. You will want to check both your computer/device settings, and the Adobe Connect speaker and microphone settings (which you can access by clicking the speaker and microphone icons at the top of the virtual meeting room).
- Try listening to audio or using your microphone in a different program. If your audio or microphone will not work with any other program, the problem may lie with your audio or speaker settings or the microphone itself and not the Adobe Connect connection.
- Run the Adobe Connect Audio Setup Wizard within the virtual classroom. Select Meeting from the top left, and then Audio Setup Wizard from the drop-down menu. Follow the instructions to check your speakers, microphone, and background noise. Allow Adobe Connect to access your camera and microphone.
I cannot share my screen.
- Ensure you have installed the Adobe Connect application, and that the virtual meeting room opened in a new window (and not your browser). You may need to disable Flash in your browser to ensure the meeting opens in the application.
- Clear your browser cache and cookies [link to internal article] and then close the window. Reopen the browser, and try the virtual classroom link again.
- Completely uninstall the Adobe Connect application. Install the application again, and then try the virtual classroom link again.
*Please note that you cannot share your screen in a browser or the Adobe Connect mobile app.
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Contact Technical Support
For Adobe Connect technical assistance from 8:00 a.m.–5:00 p.m. mountain time Monday-Friday, contact Technical Support:
· Phone: 1-801-422-8524, 1-877-897-8085
· Email: istech@byu.edu
For Adobe Connect technical assistance from 5:00 a.m.–8:00 p.m. mountain time Monday-Friday, contact the Teacher-led Customer Support Group:
- Phone: 1-801-422-4605, 1-800-298-8792
Visit Adobe Connect Learn & Support for additional troubleshooting information.
