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CalvinZH
Participant
January 8, 2013
Question

Adobe Connect Pro 7 Add-in installation file not working

  • January 8, 2013
  • 1 reply
  • 4181 views

So my organization uses Adobe Connect Pro 7 to host meetings on a closed network, which means the users are not able to download the add-in via internet connect to Adobe's servers.

What I did was I downloaded the Adobe Connect 7.5 Add-in setup file and installed it on a machine.  It would show the message "This program might not have installed correctly."  I've tried reinstalling it with recommended settings as well as ignoring the message, but either way, when I use this machine to enter a meeting room, it still asks the user to install the Add-in, and the Share My Screen and Share From Computer options don't work.  Clicking on them (including the link to install the Add-in in a bubble on the upper right) gives the message "A download error occurred.  Try to download again?"

I've also tried restarting, uninstalling/reinstalling Adobe Flash.  Is the Add-in normally supposed to work as soon as the setup file is installed.

This topic has been closed for replies.

1 reply

Jorma_at_CoSo
Jorma_at_CoSo
Legend
January 8, 2013

If the add-in is not installing properly from the Connect server then you may need to provide it for them. Did you get the Connect 7.5 add-in from here, http://www.adobe.com/support/connect/downloads-updates.html ? You will need to expand the bottom of the page to get the Connect 7.5 add-in.

Another trick to get the add-in to install is to add ?lighnting=true to your room URL (EX: http://connect.yourcompany.com/mymeeting/?lightning=true). This will force the add-in to install once someone enters the room. If the add-in doesn't install properly, you should be able to try uninstalling and reinstalling that.

Worst case scenario is that you pass the Windows or Mac version of the executable to the individuals who need the add-in, and don't worry about it for those who don't. You can always use the trick of uploading the add-in installers to the File Share pod in a meeting room, and then moving those files to the Content library, where you can identify and distribute the link for those installers as needed.

C
CalvinZHAuthor
Participant
January 9, 2013

Thanks for responding, I really appreciate it.  Yes I did get the add-in from the adobe download page.  I even tried the add-in for version 8, which I read was backwards comaptible to 7 (I don't remember where I read it), but that didn't work either.

I tried adding ?lightning=true to the URL, but there is no difference when I enter a room.  How do I uninstall an add-in?  Does it usually install into a directory on the C: drive that I can find?  Cause I have been unable to figure out where the add-in is installed.

The distribution of the executable setup file is not an issue, but getting the file itself to work is.


Another thing is when I uninstalled Adobe Flash, it won't let me install it back again, saying that it is not the most up to date version.  I tried the uninstall_flash_player_windows.exe file found here: http://helpx.adobe.com/flash-player/kb/uninstall-flash-player-windows.html but the installation file still gives the same message and won't install.  Is there another way to fully clean out Adobe Flash, such as using Regedit?  I have no trouble uninstalling and reinstalling the Adobe Flash plug-in for non Internet Explorer browsers though.

Jorma_at_CoSo
Jorma_at_CoSo
Legend
January 9, 2013

To uninstall the add-in, go to your Start Menu, then Control Panel. Find Add/Remove Programs or Uninstall or change a program. Sort the list by name, and you should see the Adobe Connect Add-In. Select it and then click Uninstall.

I believe there was an issue with Flash Player 11.2 or 11.3 that caused the version notification to show in Connect incorrectly. If the uninstaller doesn't work, then it may need to be solved by Adobe. You can also uninstall Flash Player from the dialog shown above, though the application in the KB article is a more complete uninstaller.

The Connect 8 add-in is backward compatible, though the Connect 9 add-in is not, so be sure you don't have that. As you can see in the screen shot above, I have both add-ins installed.

Have you gone to the Test My Computer page for your Connect server? There is also the option to install the add-in there, and get feed back on what may be causing these issues? You can access that from your Getting Started page, found on the Home Page of Connect Central, Resources tab.

Or you should be able to insert your server URL in this link, http://YourServerURL/common/help/en/support/meeting_test.htm for the test page.

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