Adobe Connecting Recordings, audio out of sync or missing

Report · Nov 16, 2011

Over 30% of our recordings have issues. Either the audio/video/power points are out of sync and/or the audio will be missing and the video is frozen. With the upgrade to Ver8 our live events are 95% successful, we don't see audio/video issues during the live meetings only when we view the recordings. The other thing that is strange is sometimes we will view a recording the day after a meeting and it is fine. But then after some about of time we will get notified from our customers that the recording is messed up and when we go to view it sure enough it's messed up. It's as if something on the Adobe servers has corrupted the recordings.

I have opened a handful of support cases on the recording issue but have yet to get a resolution from Adobe. The basic process is that after weeks or days they give us a "fixed" recording. Some are truely fixed but others still have too many problems to use for our customers and so we are stuck with having to redo meetings to record them again.

We are using a 12 MB dedicated wired Internet connection. Only running Adobe Connect on the host computer, nothing else.

What can we do or Adobe do to increase the success of our Adobe Connect Recordings? What can be done to prevent the recordings from being corrrupted on the Adobe servers?

Report · Nov 16, 2011

Well, that issue should have been fixed with the rollout of Connect 8.2.2 last weekend. Have you seen it this week?

It was a well known issue for some customers but not others...very sporadic.

Sorry about that.

Basically, support was taking your recordings and opening them up and fixing the audio whcih got out of sync. Then they resave it using a tool they have. Not great answer. So, development supposedly fixed the timing issue. Let me know if youa re still seeing it this week,

Report · Nov 16, 2011

Thank you for the reply and acknowledgment of the issue. How do I know if our specific hosted server was upgraded to Connect 8.2.2?

Report · Nov 16, 2011

It appears that our hosted server has not been upgraded yet. Here is the output when I request the version information.

How do I find out when our server will be upgraded?

package=8.2.0.0.151.20110908.963902

installer=8.2.0.0.11.20110728.938680

fmg=8.2.0.0.4.20110906.879854

fms=8.1.1.0.2.20110427.772086

presenter=8.2.0.0.6.20110824.924658

cps=8.2.0.0.119.20110830.962848

mssql=8.1.0.0.10.20110311.8644363

teleintercall=8.1.0.0.2.20110207.776631

telepremierena=8.1.0.0.21.20110412.882778

telepremiereemea=8.1.0.0.21.20110412.882778

salesdashboard=8.0.0.0.3.20100608.679740

bama=8.2.0.0.89.20110831.963776

cpshelp=8.2.0.0.4.20110908.964981

fonts=8.0.0.0.20091215.1.604011

addins=8.2.0.0.3.20110831.929039

acpmonitor=7.5.1.0.123.20100330.636620

dbscripts=8.2.0.0.23.20110818.956139

teleavaya=8.1.0.0.4.20110412.882778

telecisco=8.1.0.0.17.20110412.882778

telemeetingone=8.1.0.0.2.20110207.776631

telephonyservice=8.1.0.0.8.20110228.847019

tomcat=6.0.29

stunnel=4.28

patch=cps_8.2.1.0_2972056

patch=cps_8.2.0_2977081

patch=cps_8.2.0.1_2908059

patch=cps_8.2.0.1_2965295

patch=cps_8.2.0.1_2970256

patch=cps_8.2.0.1_2998532

patch=cps_8.2.0.1_2908059

patch=cps_8.2.0.1_2965295

patch=cps_8.2.0.1_2998532

patch=cps_8.2.0.1_2970256

patch=cps_8.2.0.2_3001957

patch=cps_8.2.0.2_as2as3

Report · Nov 17, 2011

See the bottom where it says: Patch 8.2.0.2

You are on 8.2.0.2 as the base package is 8.2.0.0 and then they added the 8.2.0.2 patch to fix the video sync issue. All hosted servers were upgraded worldwide last week as the patch is an easy 5 minute copy of files.

Report · Nov 17, 2011

Hi Heyward,

we are having same issue what Shawn are getting.

About 40% of the recording having issue.

Most of the time i have two videos will be in the live webinar, one is MC and one is presenter.

The MC video will stop sharing when the presenter start the presentation.

All those transition ok in the live but when the view the recoding, most of time following things happen.

1. sometime MC video end earlier in the recording but the voice is recorded. So, have the blank screen spot on the video pod.

2. At the end MC video share back into the webinar, sometime blank screen and didn't get recorded.

So, most of time two video are not syn as the way it should.

I am on hosted ACP for pass 4 yrs and i didn't have issue with when i was on ACP 7.0.

Seeing this video/audio unsyn since the ACP 8.0

Is there any advice what is causing it or what need to be upgrade.

Thanks

Report · Nov 17, 2011

Have you filed an official support ticket with Support so they can investigate? That way they can figure out what is happening. At this point I've not seen that on my servers but Support would need to engage and look at your files.

Report · Nov 17, 2011

Thanks for the advice.

Hi Heyward,

can you just look at this recording and see you can see what causing it?

http://elotus.adobeconnect.com/p8cmmaeugge/

The outcomes are not consistent at on this recording

Just go to the around 58min where all the things start.

Sometimes, the the host camera was off too soon while the audio is still running.

There's one time MC and Presenter (person) voice are overlapping.

Sometimes, it was good all syn .

Let me know if there any advice you can point to.

Report · Nov 17, 2011

I just looked at it and it all worked great. The only issue with audio and video was the fact that the video and audio were often off a little sometimes. That will happen if the host had any bandwidth issues..maybe the Doctor was on a wireless network or was on a low bandwidth internet connection. Do you know what his internet speed was when he was recording? His camera may not be broadcasting at 20fps either. It could be the quality of the webcam as well.

But Connect seemed fine and I saw verrything and heard everything.

Report · Nov 17, 2011

Hi Heyward,

Thanks for advice and look at the video.

The issue on this is at the beginning intro, around 58:30 and on the MC is still doing her into of the doctor.

At that point we only see hear her voice but not the video, on live her video stop staring when the doctor starting his presenter.

So, that happen to us about 30 to 40 percent of the recording.

The Doctor has the low bandwidth internet.

Also end of the part around 1:50 or so, the girl come back to share the video and do the end intro.

That part didn't recorded in the recording.

That is the issue i have been see.

Thanks

Report · Nov 17, 2011

Hi Heyward,

Any advice you can give?

Report · Nov 19, 2011

Hi i have the same question.

Any Advice?

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Report · Nov 22, 2011

If your hosts have bandwidth issues, then that alone can severely affect recordings. A host should never use a wireless 802.11 type connection as too many packets are lost and replicated in the process. That can cause delays and issues with any web conference solution.

In this case, I recommend calling into Adobe Support and have them examine the file. They may be able to correct it.

But again, male sure you have bandwidth that is appropriate to the number of users and the functions used in a room. I can send the bandwidth chart if desired.

Send me your email address. hdrummon@adobe.com

Report · Nov 23, 2011

thx Heyward.

i have the same internet speed since the 7.0 and onle the host using the one internet pipe.

Others are on the different internet connection.

never user wireless for my host.

The issue i descrived about is two videos will out of syn in the recording.

Adobe support help correct couple of those unsyn issue but the issue keep happening and can't release the recording after the webinar.

Just wanted to find out what the issue with it.

Report · Nov 23, 2011

Well, Adobe Support would be the expert for issues like this. I'm a volunteer here and not associatd with Support so I can only take it so far!

My understanding is that when you have any kind of internet connection issue (all kinds of things like your ISP changes something, your firewall changes something, your ethernet wiring can go nutty (seen that a few times!), or someone on the same DSL line can affect your speed even though you have the same line as before) anything can affect the recording. Networks are never static from day to day. So, I have heard that when the host has any kind of network bandwidth issue that will affect the recording. Sometimes the Connect server is listening to audio from several sources and also handling recording of video from several sources. It has to keep up with all those feeds. However, if some network instability occurs it can throw off the server and the recording.

Adobe Support will have to address this as every case is different.

Sorry I cannot offer anything else.

Report · Nov 23, 2011

Thx Heyward.

You have offered good enough resouces to us.

You advice lead us to the right dirction to reslove the issue.

Thx

Report · Dec 17, 2011

Hi ShawnLSC,

The 8.2.2 release is the release we are working hard to fix the Recording OutOfSync issues and our goal for completing this release is in the April timeframe (subject to change). I see in this thread there was some confusion around 8.2.2 and if it had been released yet, which it has not.

Thanks,

Nick

Report · Jan 19, 2012

Hi All

Yes, unfortunatly Adobe has big issues to handle according recordings in Adobe Connect. Either missing whole or parts of audio and/or video, recordings that loose content after a while etc.
This seems to from being somewhat stable during last 18 months to being a totally useless function. 100% of all major recordings both for us and our customers are not properly working.

To somewhat solve the issue with missing audio, one part of this solution is not to use Enhanced audio, this funtion is'nt stable enough and without this activated on ALL those who send audio, we find the recordings to work. Due to lesser quality on the audio without the Enhanced audio (noice) it's required to use headset (of good quality).

At important recodings we always need an extra resource that capture the meeting live using Camtasia (screen capture). With this we get enough good quality (much much better then the offline function in Connect) to satisfy our customer and can deliver a recording without harass Enterprise support over and over again.

Good luck and hold your thumbs for a properly working recording in Adobe Connect 9

/Cheers