Adobe Connect Perpetually Stuck on "Preparing the Room"

[AnonGermanStudent]

I need to access some meetings over Adobe Connect for the German Course I am doing but I am consistently getting stuck on the "Preparing the room" screen for Adobe connect through browsers or in the adobe connect windows app.

Please could you help with this.

Please see below some of the troubleshooting steps completed thus far:

• I had previously accessed the meeting through firefox which is now no longer working
• I have uninstalled and reinstalled Adobe Connect desktop app twice both through the standalone installer and through the x64 windows download link at this site https://helpx.adobe.com/adobe-connect/connect-downloads-updates.html
• My internet speed is not the issue as it was just registered as at or above 37Mbps
• I have restarted my computer twice during this process and could not connect to the meeting
• I have attempted to re-enter the meeting over Firefox, Chrome and the desktop app over 15 times
• Per the recommendation at this site I have deleted browsing history and it still doesn't work: https://blogs.adobe.com/connectsupport/adobe-connect-meeting-stuck-on-loading-screen
• I have automatically allowed flash to play on the  https://goethe-institute.adobeconnect.com/ domain for firefox and google chrome
• I have tested and V32.0.0.445 of flash is running on google chrome and V32 of flash is running on firefox
• Pasted meeting link into Adobe Connect desktop app and tried to load meeting - Meeting still stuck at "preparing the room"

[Benjamin5C39]

I'm having this exact same issue with the Goethe Institute. I'm on a Mac, might not be OS specific. During my class tonight, my connection quality to the Adobe Connect server suddenly got really bad using the HTML5 client in Firefox. I attempted to reload the browser tab and the webpage would not load (stalled out). I attempted to connect with the desktop app and it also got stuck at "preparing the room".

[Dale6C14]

I also have the same issue, and the worst part is that you can't even get direct realtime support from Adobe.. frustrating! 

[Chris Zabriskie]

I've actually found the real-time support from Adobe as quite helpful.  I dial (800) 422-3623 (from the US), and select 4 for in-meeting support.

[SPSC]

Hi Same here. In the browser no issues both Flash and HTML 5. Able to get app working with Flash, however the standard view does not work. The app starts (very sluggish) and then sticks at preparing room. 

[defaultzuzjmaqtehoa]

Our court is having the same issue now. Loading bar won't go past 80% and refuses to connect to the room even after clearing cookies/temp data/browsing history. Uninstalling and reinstalling does not work. Restarting the computer does not work.

Sure would be nice if someone from Adobe could help out!

[SPSC]

Hi,

We were able to fix the issue. The latest update to Adobe Connect added more information to a file called "ConnectCefApp" (it was in my documents folder) that is generated when you atart the app. This allowed our IT department to identify the specific ports etc to open to get through our Firewall/ security.

Hope this helps

[jamesvfx]

What did they do ?  no idea how to make it work, I see the file on my documents though

[SPSC]

As far as I am aware they used the file to ientify the specifice url/ ports that the connect app was using and allowed them throughthe corporate network. It appears that there is a range of connections that had to be allowed access. The firewall had to be congigured to allow that range through. IT support said that it appeared to be one for each licence that was attempting to connect.

Below is an extract from the comms from our IT.

This fails because emea6fms15.adobeconnect.com requires authentication.

As did all of the emea6fms*.adobeconnect.com domains.

Hoep this helps.