Freezes on connecting screen

Question

Each time I attempt to launch the Connect add-in, it freezes on the "Adobe Connect connecting" screen. The bar goes up until 100% and nothing happens. Occasionally (1 out of roughly every 8 times) it will reach the classroom, but clicking on button yeilds no response. Rarely (1 out of roughly every 12 attempts) I am able to get in the classroom and everything works correctly.

I am using Windows 7 although I have attemped this on Windows 8 on a different computer with the same results. I have used Connect for many months now and this is the first time I have had this problem. I've cleared my cache, used multiple different browsers, and reinstalled the Connect add-in.

Any help is appreciated. Thank you.

Jorma_at_Knox · Accepted Answer

I just tried using Connect in a different location - it worked perfectly. Unfortunately that isn't practical for me as I need it to work at home. It baffles me as it was working fine for the past 5 months from this location up until 1 week ago. All other websites and online programs are running as normal.

I've enabled the logging for the add-in, although I can't seem to find the connectaddin.log file. It says that it places it in :/Users/{user}\Documents by default, but there isn't one there.

It should place it in your My Documents folder.

Well at least it narrows it down to something to do with your home network. I couldn't tell you where to start looking other than at your Firewall settings. You can always reach out to support at 800-945-9120 and see if they can provide any guidance. Having a log or two for them to review can help, if you can locate them. You can always just search for 'connectaddin' on your computer and see where the logs turn up.

If it helps, the naming convention of the logs is adobeconnectaddin-2014-02-06-11-07.log, or connectaddin-year-month-day-hour-min.log.

Jorma_at_Knox · Answer

Traditionally, the hang on the Connecting screen is the result of Port 1935 being blocked. Though with a hosted account, it should tunnel over to port 80. I would check with whoever manages your Internet security and firewall to see if there has been a change in policy.

Also, if you don't use the Add-in, does the room launch with the same issue? Just add ?launcher=false to your room URL to test.

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