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J
JoeCap
Inspiring
March 22, 2016
Answered

Connect Freezes for Participants

  • March 22, 2016
  • 1 reply
  • 6324 views

In the past 60 days or so, Adobe Connect has been freezing up for the participants.  I just did a session with my partner and it would freeze up about every 5 minutes.  This is completely unworkable.  I am on very high speed fiber optic here and so is my partner.  Today was just like last week, lots of lockups and he needed to restart his session each time.

We are both on Windows 10/64 bit computers and we are on i7 Core machines, 8-16GB or RAM and simply FAST computers.

We have had this problem at lower resolutions and at higher resolutions from the presenter.

The same issues when I teach on-line.  Students see a frozen screen, but they see my mouse move.

My partner was presenting today and I did not touch my mouse or keyboard.  Screen saver is not on.  Hardware Acceleration was disabled on both computers as a trial of that stuff.

Overall, Adobe Connect has become extremely unreliable.  Note that VoIP has been fine and unbroken.  Also, streaming music does not disconnect on our computers, so we have reliable and consistent connections overall and without Adobe Connect.  It is not us, it is Adobe that is not right in this case.

When it stops working, I can see the curser of the presenter move, but I cannot see the screens change.  If I am the audience member, leaving and restarting does not change the frozen screen image.  the presenter must exit and log back in for this to work correctly for about 5 minutes.

We will likely be asking for a refund of our paid subscription due to failure to provide reliable service to us.  We've been using Connect for years with only occasional issues, but now it is out of control.

Willing to try some settings.  It would be nice if Adobe would finally add a Reconnect option to this system so that it is just a refresh, but the real problem needs to be fixed or we're gone!

Joe

This topic has been closed for replies.
Correct answer JoeCap

Ok, fair enough. I misinterpreted your explanation of your computers. Just trying to throw out an idea.


I was able to run for hours today!

Looks like the 3D Graphics setting in the Nvidia Applet was enabled for Adobe Connect.  I simply clicked on the 3D list of programs and disabled Adobe Connect.

I do believe that the Win7 solution is valid because I would disconnect at times in Windows 10 for no reason with the users seeing a frozen screen.  The 3D graphics list in the Nvidia driver panel was a recent change from three weeks ago.  Simple to disable that.

Looks like this one is SOLVED!

Thanks for the ideas, it lead me towards a resolution.

Joe

1 reply

J
JoeCapAuthor
Inspiring
March 22, 2016

Also... I passed all Adobe Connection tests at Test Meeting Connection

The Connect Player version is 119.9.974.231 on both computers.

Also, When the screen freezes, it freezes for all participants and not just one.  They can all see my mouse cursor move, but there are no screen refresh updates.  The frozen image appears with the mouse moving here and there per the Presenter clicking on their screen.  The presenter screen is not updating, it freezes an image of the screen that locked-up and that is all.

The presenter does not notice any issues.

Joe.

Jorma_at_Knox
Jorma_at_Knox
Legend
March 22, 2016

It sounds like the issue is with the computer sharing their screen, not the participants viewing it. Have you tried stopping your screen share and restarting it? Not a solution, but a step to help validate that that is where the issue lies.

It may be worth enabling logging for your Connect Add-in, Enable logging | Meeting Add-in, as well as updating to the most current version of the Connect Add-in, Adobe Connect Downloads and Updates. The current version of the Add-in is 11.9.975.228. There may be a fix in a more current version of the Add-in.

J
JoeCapAuthor
Inspiring
March 22, 2016

Thanks for replying.

I have stopped screen sharing (as a presenter) and restarted it many times and that does not resolve the issue.

Even logging in as a guest with a new name will show the frozen screen to a participant.

Interesting how the Adobe testing tool says that my current  119.9.974.231 version is OK.  Also interesting that the version did not upgrade all by itself.  I have never upgraded manually, it has always been automatic on this computer.  I will certainly do the upgrade and try again.  Today, I was a participant and not a presenter.

Joe

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