User unable to share screen in meetings using Adobe Connect

Hello,

I am a Carmen support tech for the Ohio State University and I got a call from a professor who is having trouble sharing his screen in Carmen Connect (https://carmenconnect.osu.edu/). He is a frequent user of Carmen Connect and noticed that recently (as of 1/9/2019) he is unable to share his screen while hosting a meeting.

He has uninstalled and reinstalled the Adobe Connect Add In plugin, which is required for sharing his screen. We've done this step multiple times and confirmed it via the Adobe Connect Diagnostic Test tool (at https://carmenconnect.osu.edu/common/help/en/support/meeting_test.htm). He reports that all four checkmarks show green during the Connect Diagnostic Test, but the problem still remains.

He can share his whiteboard, documents, and other presenters are even able to share their screen, but no luck sharing his screen.

Can someone help us out?