Skip to main content
A
Anonymous
June 20, 2011
Question

Playback problem with Connect 8

  • June 20, 2011
  • 3 replies
  • 2746 views

I have been having trouble with Connect 8 (did not have the problem with the previous version--those recordings still work fine) for several weeks now. The problem is that recorded lessons that use PPT slides in the share pod do not playback reliably.  Sometimes they don't play at all; sometimes the audio plays but not the video; sometimes they run for several minutes with no video or sound and then start up.  I'm going nuts, and I'm embarrassed as the course instructor.  These are supposed to be sophisticated online courses. One client has already forbidden me to continue using Connect.  I've tried everything the technical support staff have recommended, and it does not help.  I have tried using different computers--same results.  Then I tried another party's version of Connect Pro, and it worked fine.  I think the problem is in the update.  Can I go back to the previous version?  I'm dying here, and my livelihood is now on the line.

    This topic has been closed for replies.

    3 replies

    D
    DHMerritt
    Inspiring
    June 27, 2011

    We have over 2000 users registered in our database and we have experienced this problem to. Our problem is a bit inconsistent in that it does not happen to all our learners. Let me explain. If I host a virtual classroom with a PPT presentation in it, the majority of them (95%) will be able to see the PPT presentation and hear the audio. A handful will not be able to view the PPT presentation but they can hear the audio. I have tried everything e.g. I have even deleted them as a user and enroled them from scratch, but no luck.

    This problem persists for the same users, and by this I mean that if we host other sessions (with PPT's) that it will be the same users with the same problems. I would think that this would then zone in on the computer being used by the user. Naaaa. I will be able to log into the session as me, and everything is fine. I can log out of the system and the other user can log onto the system (with the same computer) and that person will not be able to view the PPT.

    Adobe Support then said it was a rights issue. To date this has not been resolved.

    S
    SSchmidt81
    Participant
    June 22, 2011

    I am having similar problems with the playback.  I am getting a "null" error message and the recordings freeze and have to be reloaded.  It is not a corrupt room issue (and honestly I get told that is the issue for EVERY problem and it is never the problem).  In our virtual classroom sessions, we use breakout rooms.  At the point in the recording where we share a notes pod from the breakout rooms, the null message appears and kills the recording.  We use this technique a lot so I hope there is a solution.  We give participants note pods to take notes on their work and then we share the work they did back in the main meeting room. 

    Any insights you might have would be greatly appreciated.

    Thanks!

    Sarah

    A
    Anonymous
    June 22, 2011

    I would suggest that you might have a corrupted room which can happen. Have you tried creating another room and uploading a new PPT?

    Make sure you have upgraded to the latest Flash player that was released last Friday (June 17th) which fixed a conflict with C8.1.1.

    You cannot return back to the previous version if you are using the hosted service. You can go back to the previous version if using the on-premise version.

    Another option to consider is to call into support and they can take a look at the room logs and see what is being reported. They can take a look at the Powerpoint and advise what they see as well.

    I still think try using a new room and see if that fixes the issue. I've seen a room get corrupted that can cause havoc. Again, support may have some more direct evidence but what you describe is not normal for Connect 8 and I've never had any issues with Connect 8 so clearly there is something wrong it might be the room corrupted.

    A
    Anonymous
    June 22, 2011

    Thanks for the feedback. I have tried it with different rooms and got the same result. I did download the new Flash player. I have contacted support three times on this topic, and they have looked at my set-up pretty closely. So far nothing has worked. My last call is still open. I'm getting pretty depressed. Each call to support is fairly trying because I have a very hard time understanding their dialect of English. The worst thing is how it is affecting my work.

    A
    Anonymous
    June 22, 2011

    OK. So, it would be good to send me your ticket number so I can investigate and/or escalate with support.

    Are these courses you created using Adobe Presenter inside Powerpoint or strictly Powerpoint using the Share Pod?

    (the reason I ask is that you might want to open them up with the latest version of Presenter and re-upload them because Presenter used ActionScript 2 while Adobe Connect 8 is ActionScript 3 based now and I think you have an ActionScript conflict). The new version of Presenter (7.07) coming in August/Sept. is ActionScript 3 based and will be designed to work with Adobe Connect 8.2 coming at the same time. These both are designed to work with Captivate 5.5 as well and all ActionScript 3 based).

    Send me your ticket number to my email:  hdrummon@adobe.com

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices