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J
jenniferh87501632
Participant
April 21, 2021
Question

Consistent Connection Issue

  • April 21, 2021
  • 2 replies
  • 415 views

Does anyone else consistently have audio and video lag issues. We began using Connect last March when we halted travel. We host 6-15 new associates each week for Training.

The host (myself) and presenter are each working on an ethernet feed from home. The associates are all in their city-together in a meeting room using mobile hot-spots or the hotel meeting wifi.

When we started with Adobe connect in March it worked well...no problems. But since the first big update back in September, I believe, every single week we stumble through class with choppy audio and lagging videos. I drop and regain network connection as do the presenters and sometimes the participants. It's taken me this long to exhaust all troubleshooting efforts...except for this community. 

I don't see any other people posting about this consistent issue, so is it just our group? We are using normal systems, both ethernet & wifi connections and have never had more than 25 people in the room. How can it be that every single week we have the same exact trouble? If Connect is able to host 200 participants why is ours dying with 25? I just don't understand and have not been able to solve this. It seems like it should be set up to run with people in different locations and with a strong network signal (we've run speed tests when the issues happen & are well over the needed mpbs), but it does not work. Every time I call support, they tell me they'll open a ticket and email me...after 45 minutes or so of investigating my computer.  I'd appreciate any insight.

 

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2 replies

A
achimi89453376
Participating Frequently
April 23, 2021

For us the audio / video is out of sync since October 2020. The Adobe Support Team is aware of the issue (I had a live test with their team in India and they confirmed the issue) but it seems that they can't fix it. 

I think a lot of the Adobe Connect Users are frustrated and stopped complaining because it doesn't change anything. 

The Support team told us several times that this issue will be fixed in the next update but it is still there. 

J
jenniferh87501632Author
Participant
April 23, 2021

Yeah, I finally moved our classes to WebEx this week and am looking into MS Teams, as we just began using that platform on a department level. It's a shame because Adobe Connect does have a lot of cool features and I love the classroom layout options, but so often we don't even use them because if things are running well for a few minutes I'm afraid to touch or add anything in fear that we'll start dropping or cutting up again. I've tried everything I can, I think for that reason. I wanted it to work, but it just doesn't. WebEx has been perfect in the way of connection and audio/video working

 

    Chris Zabriskie
    Chris Zabriskie
    Known Participant
    April 21, 2021

    You are absoulutely right. This is a consistent issue.  Those of us who like the many features that Adobe Connect offers have our fingers crossed that they will figure out their network connectivity issue.  In response to the many drops/glitches/cut-outs in audio, many of our classes have converted to Zoom or Webex.  This is a good thing as it's offered us a broader range of clients... many of whom refuse to use Adobe Connect becuase of the poor connection.

     

    Adobe would do well to put some funding behind getting this fixed.  They have a great product... if only it worked more reliably (and came with a dial-in option that didn't cost extra).

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