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alicialordncjfcj
alicialordncjfcj
Participant
April 19, 2017
Question

Audio Integration not Connecting in Adobe Connect

  • April 19, 2017
  • 1 reply
  • 571 views

Hi there,

We have been having an issue with out audio integration with our Adobe Connect license. When a session is scheduled, the phone line either does not connect at all, and we are given an error message stating "unable to start conference audio for this meeting." or it allows us to start the audio as a host, and then disconnects from the room and we receive the "start your audio" prompt even though we are still connected over the phone.

This has happened sporadically over the past year, but has happened with at least one of our licenses every day for the past week.

We have sent this issue to Adobe Connect support many times and generally don't receive a response, and when we do receive a response they can't find an issue.

I thought I'd post it to the forums as well, in hopes that someone else may have seen this issue before.

This topic has been closed for replies.

1 reply

Jorma_at_Knox
Jorma_at_Knox
Legend
April 26, 2017

Who is your teleconference provider?

When reaching out to Connect Support, how are you contacting them?

It sounds like there is an issue with the connection between Connect and your phone provider, so it is just a matter of working to identify the cause. The Connect side may have better logs to identify what the problem was, so I would start there, but it doesn't hurt to reach out to all parties involved.

alicialordncjfcj
alicialordncjfcjAuthor
Participant
April 27, 2017

Thanks for replying! Unfortunately we can't get a support person to look into it because they haven't seen it firsthand, even though we have given specific times when it has happened. We have also contacted our audio provider and they haven't seen any disruption in their logs which would lead us to believe the glitch is in the Adobe audio profile.

At this point we are just waiting for the issue to occur again and hope that a support person connects to the platform in a timely fashion to see the problem firsthand.

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