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Add-In Crashing in Yosemite

Participant ,
Sep 30, 2015 Sep 30, 2015

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The add-in keeps crashing on my MacBook Pro running Yosemite. It opens and starts running just fine but seems to lock-up after 6 or so minutes. I have to force quit it and restart it, but the problem just returns. Is this a known problem, and is there a work-around?

MORE INFO: The add-in was sharing audio but nothing else. I had a browser window open on the same Mac so I could monitor the audio feed. There were no signs of bandwidth problems as not only were the in-room meters all green but the browser continued just fine as did the browsers of two other hosts using the same router in the same webinar room and the same physical room. The add-in wouldn't crash per se but would instead simply lock-up. The dreaded Mac spinning beachball of death would appear and the audio feed would be lost.ar

The problem appears to have gone away once I disconnected the two PCs on the same router AND once I deleted and re-installed the add-in. Did either of these have something to do with the problem? Don't know. What do YOU think?

Does the add-in have any history of this kind of behavior? Under what conditions has the add-in been known to crash like this? I can't be the first person to have experienced this!

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New Here ,
Oct 07, 2015 Oct 07, 2015

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Same problem here, on a MacBook & Yosemite.

Since I updated to the newest Add-in several weeks ago, in all my meetings the Add-in freezes at some point, and requires a force-quit. (I always keep a second browser window open as a backup with a second host login, so the meetings do not close.)

Running the setup test

https://my.adobeconnect.com/common/help/en/support/meeting_test.htm

does not show any problems.

Annoying. No clue what's the cause. When there are more similar voices, we probably should issue a bug report?

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Participant ,
Oct 07, 2015 Oct 07, 2015

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I tested this problem extensively right after my meeting ended. The

problem, as best I can tell, had something to do with the add-in being

corrupted. I deleted the add-in, re-installed a fresh copy, and the

problem seems to have gone away.

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New Here ,
Oct 07, 2015 Oct 07, 2015

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Thanks for the swift response.

I now downloaded the Add-in from Adobe Connect Downloads and Updates and installed it "successfully" (at least that's what the process reported, and the Add-in also started when logging in).

But when then running the Test Meeting Connection it reports "Add-in not installed". So I clicked the INSTALL button there; which was also successful; and the next TEST run also showed now problems anymore.

I'm running a video share now since 45 minutes - without freezing. Let's see on our next hot meeting...


BTW: How did you DELETE the Add-in?

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Participant ,
Oct 08, 2015 Oct 08, 2015

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I used Google to help locate it, but before I deleted it I verified that

it was the current version (it was). I dragged it into the trash and

grabbed another copy from the Connect website.

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Community Beginner ,
Oct 09, 2015 Oct 09, 2015

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I've been having the same problem for a few months. Although deleting the add-in and reinstalling it has not helped at all. There are some days I can get through a whole meeting without it crashing, and other days where it crashes every 10 minutes or so.

Any other ideas on what to try?

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Participant ,
Oct 13, 2015 Oct 13, 2015

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You just sent shivers down my spine. I thought my problem had been solved,

but apparently it might recur at any time! As a precaution, I've started

keeping a PC connected and logged into the meeting to be used as a

lifeboat should my add-in crash on my Mac.

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New Here ,
Oct 13, 2015 Oct 13, 2015

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You do not need a second computer as a "life boat". You can simply open a second window in the browser from where the Add-in got fired (there is actually such a link in the white page that opens before the Add-in gets started). This way, when the Add-in freezes, you can simply continue in the browser window - and in parallel you can force-quit and restart the  Add-in.

I often use this (any several more open windows) to run tests of all sorts with several users on only 1 Mac.

If you do this, in the meeting room, you may wonder which is the "current" user of your current window or Add-in: It's the one in italics.

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Participant ,
Oct 13, 2015 Oct 13, 2015

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I was hesitant to rely on the Mac at that point since I didn't know? and

still don't know? why the add-in was crashing. Was the OS doing something?

Was it just the add-in or was it the Connect service? Was my configuration

somehow at fault? I thought it better to use a completely different

machine with different audio connections (I was feeding audio from an

external mixer thru the add-in).

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Community Beginner ,
Oct 13, 2015 Oct 13, 2015

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Do you both have the latest Adobe Connect add-in - 974_205?  I found a way to roll back to the last version and it has been going great. Here is a link to all of add-in versions: ftp://ftp.adobe.com/pub/connect/updaters/meeting/9_0/.  I'm using 972 which was the previous one.

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New Here ,
Oct 13, 2015 Oct 13, 2015

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Indeed, I have add-in - 974_205 installed (even though in the meeting TEST page > Details it shows only as add-in - 974_0; but when going to the actual location of the add-in app and showing GET INFO, it shows 974.205)

I just chatted with the Adobe tech support for more than half an hour.

They suggested to uninstall and re-install the newest add-in:

To uninstall see How to uninstall Adobe Connect Add-In (Mac OS X)?

To install they sent me here: Adobe Connect Downloads and Updates

After some chatting and even screen-sharing, they asked me to switch from Chrome to Firefox, because they have some known issues with Chrome and Yosemite. They promised to send me an email by when this is fixed. (I questioned that the Add-in "hang" is dependent on the browser - but who knows, it's worth trying a different browser.)

What browsers do you use?

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Participant ,
Oct 13, 2015 Oct 13, 2015

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I have Firefox, Chrome and Safari. I don't remember which I was using when

it crashed but, um, why would the browser have anything to do with the

behavior of the add-in? I'd be very interested in hearing Adobe explain

that one.

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Community Beginner ,
Oct 13, 2015 Oct 13, 2015

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‌I use Firefox, but I think the problem is with the new add-in for Adobe Connect and Yosemite together. I think you should just go back to the last version.

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New Here ,
Oct 25, 2015 Oct 25, 2015

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Meanwhile I received an email response from AdobeConnect Support saying, that they cannot reproduce the phenomena, and we should uninstall and re-install the newest Add-in. (Basically, nothing what we've not yet done anyway.)

After the add-in having blocked again today after a few minutes, I now have downgraded to version 11.9.972.8

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New Here ,
Oct 27, 2015 Oct 27, 2015

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Bad news   Just ran another meeting, with the downgraded version 11.9.972.8 ... and the Add-in also froze after some time.

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New Here ,
Oct 27, 2015 Oct 27, 2015

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BTW: DId anyone upgrade to MacOS 10.11 (El Capitan), and does the problem appear there as well?

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New Here ,
May 04, 2016 May 04, 2016

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The same crash problem with el cap

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Guru ,
Sep 03, 2016 Sep 03, 2016

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Having exactly the same problem with El Cap and Chrome OR Firefox.

Have had to cancel several Connect events.

Totally miserable.

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LEGEND ,
Sep 06, 2016 Sep 06, 2016

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LATEST

Sandee are you using version 11.9.977.321 of the Connect Add-in for Mac? I believe it resolved most of these issues.

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