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A
Anonymous
March 1, 2011
Answered

Video missing from recording

  • March 1, 2011
  • 2 replies
  • 1035 views

Hello, one of our clients has a hosted recording with video that has been working fine until recently.  When playing back the recording, the video is now missing and just shows a black screen where the video footage should be.

We have tried on both Windows and Mac and reinstalled Flash Player, but the video does not load.

How do I troubleshoot this?

    This topic has been closed for replies.
    Correct answer

    There is an updated Adobe Connect Add-in located from any Adobe Connect meeting room under the Help menu item on the far right of the room.

    Here is a direct link to the always updated version of the add-in:

    http://www.connectusers.com/downloads/

    That add-in will work with Connect 7.5 and 8.

    Make sure with Connect 8 you have updated your Adobe Flash Player to version 10.1 or the latest which is 10.2. 10.3 is in beta now.

    You have to use Flash 10.1 with Connect 8 to take advantage of some significant features including enhanced audio and VOIP, using Adobe Presenter content to upload to Connect 8, Screen Share pod and the File Share pod. This is an important consideration.  There are very significant desktop performance improvements with Flash 10.2 using the GPU for many of it's graphic functions which reduces the load on the CPU.

    2 replies

    A
    Anonymous
    March 9, 2011

    Another option to test if the issue is related to a corrupted add-in is to run the meeting using the browser only by launching the meeting like this:

    http://se.adobe.connect.com/roomname?launcher=false

    Handy tip to know about:

    use ?lightning=true

    this option forces the lightning installer to check to see if the latest add-in is installed, if not then it automatically installs the add-in but if the add-in is there it will go into the meeting as normal.  One way for admins to roll-out the add-in automatically.

    J
    julsw
    Participant
    March 4, 2011

    Just so you know....we have the same issue. It never happened until we upgraded to Adobe Connect 8. Are your clients on 8?

    A
    Anonymous
    March 7, 2011

    Yes I believe they are on 8 since it was hosted, Adobe should have upgraded it automatically.  The URL redirects to Adobe Connect now so that's my only clue of the upgrade.

    However, the issue has escalated to being related to the Acrobat Connect Plugin.  Uninstalling it seems to resolve the problem, but I have been unable to find an upgraded plugin.  Does it not exist for Connect 8?

    A
    Anonymous
    Correct answer
    March 9, 2011

    There is an updated Adobe Connect Add-in located from any Adobe Connect meeting room under the Help menu item on the far right of the room.

    Here is a direct link to the always updated version of the add-in:

    http://www.connectusers.com/downloads/

    That add-in will work with Connect 7.5 and 8.

    Make sure with Connect 8 you have updated your Adobe Flash Player to version 10.1 or the latest which is 10.2. 10.3 is in beta now.

    You have to use Flash 10.1 with Connect 8 to take advantage of some significant features including enhanced audio and VOIP, using Adobe Presenter content to upload to Connect 8, Screen Share pod and the File Share pod. This is an important consideration.  There are very significant desktop performance improvements with Flash 10.2 using the GPU for many of it's graphic functions which reduces the load on the CPU.

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