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BlackEyes
Participant
December 5, 2013
Question

Losing audio when I "connect my audio"

  • December 5, 2013
  • 1 reply
  • 1632 views

Whenever I enter a meeting, I see the presentation but cannot hear audio from first time entering, and can only hear when hitting "Audio Wizard Set-up" button but cannot participate in the meeting but can screen share without audio capability.  Why?

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    1 reply

    L
    Adobe Employee
    laurenkg
    Adobe Employee
    December 9, 2013

    Hi,

    It sounds like you're using VOIP (microphone and speakers) for your audio, is this correct? It sounds like when you use Audio Setup Wizard you can hear, but something else goes awry? When you say you cannot participate in the meeting, does that mean you can't use anything in the room (eg. no Chat, Note Pod, Camera functionality) but you can use screenshare?

    Thanks!

    B
    BlackEyesAuthor
    Participant
    December 10, 2013

    Hi Lauren

    Yes, I am using a VoIP.  I cannot participate "normally", meaning, if I hit "cancel" from the audio setup wizard box, I can go and use the "chat" to everyone box to reply to a query by the instructor, but have to return to the audio setup wizard box to hear once again.  I used the screen share option and that works fine, but again, no audio. 

    I did try uninstalling Adobe Add-In once and went back in but why should I have to do that every time? 

    If you could advise that would be much appreciated.

    BlackEyes

    L
    Adobe Employee
    laurenkg
    Adobe Employee
    December 10, 2013

    Hi,

    Thanks BlackEyes! I agree, you shouldn't have to reinstall the add-in everytime. Have you tried accessing the meeting room while bypassing the add-in? You would lose the ability to screenshare but I'd be interested to see if that works, because it would isolate the add-in as the issue (or, exclude it).

    To do this you'd want to append ?launcher=false to your meeting URL, like in this example:

    http://mymeetingserver.mysite.com/myroom?launcher=false

    If it is something with the add-in (and I suspect it is), we might be able to determine what's going on by enabling logging for the add-in and reviewing those logs.

    If you haven't done this before with support, here's the process:

    - open up your favorite text editor and create a file with the following two lines in it:

    PlayerLogging=1

    SingleLogFile=0

    - when you save it, use "Save As" instead of save, select "All Files" for the file type, and enter a file name of mms.cfg (this saves it as a .cfg file instead of with a .txt extension)

    - once the file is saved, place it in the right location, dependent on your operating system:

    Windows (32 bit) :

    • C:\Windows\System32\Macromed\Flash\mms.cfg
    • or C:\Windows\System32\mms.cfg

    Windows 7 64 bit

    • In: c:\Windows\SysWOW64\Macromed\Flash\mms.cfg
    • or c:\Windows\SysWOW64\mms.cfg

    Macintosh OS

    • <hard drive>/Library/Application Support/Macromedia/mms.cfg

    I have Windows 7 64 bit and I have my file in C:\Windows\SysWOW64\Macromed\Flash. Once it's there, whenever the add-in is launched a log file should be written to your "My Documents" folder, and the title should start with "adobeconnectaddin" and end with the days date (eg. adobeconnectaddin-2013-10-22-x-x-x-x).

    Anyways, if you can get that going I'd appreciate seeing the log file...if you can't get it going, I'd recommend reaching out to support directly over the phone (if you've got that option) as they can walk you through getting logging enabled.

    Thanks!

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