Video and Sound are gone after the pause

Good morning everyone: 

We have an issue about the sound and video in a video class. And when the professor takes a break and he comes back to resume the class, the sound and image go away and we can se anything. We need your help to restore it. The URL is this one: https://adamsformacion.adobeconnect.com/ptr22ldqa9t8/

Please it is important for us. Is there any adobe official email address where we can text so talk to anyone?

Thank you!