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Using Adobe Connect to connect to Webinar. User gets to log in screen to enter credentials. User moves forward to connect screen and get no further. Have used https://na1cps.adobeconnect.com/common/help/en/support/meeting_test.htm to verify PC meets requirements for the connection. User has had issues with Adobe Connect Webinars for several weeks. User does not have problem from different PC at differnt internet access point. Suggestions?
User has Flash 13, Adobe Pro 10, Adobe Reader XI, Google Chrome and IE 11, Windows 7 Professional
Ok, so that is the first issue here, we are looking at two differnt server environments and versions. The first link you provided is to test access and functionality to one of the Hosted server clusters that Adobe maintains. The second is to a privately hosted Connect server, the DHS, and is an older version of Connect and on their servers. So the issue lies with the ability to connect to the DHS server, which is good that it narrows down the problem to that environment, not necessarily their co
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Hanging on the connecting screen is usually a sign of port 1935 being blocked. Have the user check their firewall or talk with their IT department to see if this is the problem.
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Firewall on PCs are turned off. IT Department has verified that port 1935 is open for users. User have rebooted PC since checking the port. Still not able to make connection to Webinar.
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What was their results from the meeting test page?
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using link for Test Meeting Connection the connection test passes all for test points. using the help from the meeting log in and running the test the test fails with the Adobe Connect Connection Test stating unable to connect and test ends.
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Is the link above the same as the link provided in the room?
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the link is not the same. https://share.dhs.gov/common/help/en/support/meeting_test.htm is the link from the room sign in help option. Same response from the site if connecting using IE or Chrome.
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Ok, so that is the first issue here, we are looking at two differnt server environments and versions. The first link you provided is to test access and functionality to one of the Hosted server clusters that Adobe maintains. The second is to a privately hosted Connect server, the DHS, and is an older version of Connect and on their servers. So the issue lies with the ability to connect to the DHS server, which is good that it narrows down the problem to that environment, not necessarily their computer.
When I hit the DHS meeting test page my results are:
Player Version: WIN 16,0,0,305
App-Server returned: code:ok, servers=rtmps://share2.dhs.gov:443/_rtmp://localhost:8506/
FMS Server connected with protocol: rtmps
Using TSL: no
BW Test Results: = _ latency=23 msec, down=2708.3 kbit/s, up=1592.3 kbit/s _
Add-in Installed
Add-in version:9,4,96,0
This shows that they are using port 443 (bold above) to deliver the meeting, so you'll want to look at port 443 and see if there is any issue with that or rtmps traffic being blocked. You may need to reach out to whoever is the support contact for the DHS deployment to see if there is something odd going on there if port 443 isn't the issue.
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For what it's worth, here is the server connection result from Adobe's Hosted cluster:
App-Server returned: code:ok, servers=rtmp://na1fms1.adobeconnect.com:1935/?rtmp://localhost:8506/,rtmps://na1fms1.adobeconnect.com:443/?rtmp://localhost:8506/
FMS Server connected with protocol: rtmp
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based on the information with port 443 the Network staff ran a trace while the Adobe system was doing the meeting fix. After several traces the sites needed for the connection to be made were added to the SSL bypass list. Users are now able to connect to the Webinar site. Thank you.