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Blank Screen on Connect

Guest
May 30, 2013 May 30, 2013

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I am trying to host a meeting. It installs Adobe Connect when I enter. When I click on the button to share my screen, it says "The meeting was opened in the Adobe® Connect™ Add-in". The Adobe Connect window that pops up is just a blank screen. My OS is Windows 7 and browser is Firefox. We've tried on a couple different machines, cleared cache, even rebooted, all with the same results. I've now had to postpone my meeting because this doesn't work and nobody could see my screen.

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Participant ,
May 30, 2013 May 30, 2013

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Go to this Adobe link and it'll run a connection diagnostic which might identify your problem.

http://fec.adobeconnect.com/common/help/en/support/meeting_test.htm

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Guest
May 30, 2013 May 30, 2013

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Everything passes on the diagnostic tests... it doesn't show any problems.

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Participant ,
May 30, 2013 May 30, 2013

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Do you have a different PC nearby on which you can test it? If a second system does the same thing on the same internet conenction, the problem is in your network. If it works, the problem is local to your primary PC.

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Guest
May 30, 2013 May 30, 2013

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We've tried on a couple different machines and get the same results. What do you mean by the problem is in our network? We don't have any problems with any other types of connections to anything.

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Participant ,
May 30, 2013 May 30, 2013

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You don't say if it's ever worked. Has it ever worked? Have you ever successfully shared your screen in that Connect room? Any other Connect room?

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Guest
May 30, 2013 May 30, 2013

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It has worked before but it was in a different connect room. The last time I did one when it worked was 4/24/13 so I don't know if your software has been updated since then. I just tried doing one in the room that used to work and it doesn't work anymore. Same results... just a blank screen.

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Participant ,
May 30, 2013 May 30, 2013

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There was a software update around that time so that could've broken something. Here's the current Connect Tech Specs. Maybe you can spot something.

http://www.adobe.com/in/products/adobeconnect/tech-specs.html

Is anyone else a licensed user who can open the room and share their screen? If so, ask them to try it.

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Guest
May 30, 2013 May 30, 2013

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My specs are more than up to snuff. The only thing I noticed on there was where it talked about ports that need to be open so I tried completely turning off my firewall to see if that was blocking something. Unfortunately that didn't help either.

I had someone else try and it worked for him. The only difference we can see is the version of Adobe Connect. For some reason, when I first tried it said I didn't have that installed so it installed it at that time (with the latest version I assume). His didn't do that but just used the version he already had, which is 8.2.2.0. In fact, we found another computer on that had Adobe Connect 8.2.2.0 and it worked too. Apparently version 9 doesn't work. I don't know how to go back to version 8 on my computer though.

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Participant ,
May 31, 2013 May 31, 2013

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At least you've been able to determine the problem, even if it doesn't present an obvious solution. If you haven't already done so,  call the Adobe Connect tech support line (1-800-422-3623) and tell them what you've learned. Hopefully they'll already be aware of the problem since I doubt that you're the only person who's experienced it.

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Guest
May 31, 2013 May 31, 2013

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I tried calling their tech support but they couldn't help me because I'm using DCO (Defense Connect Online) so all they could do is refer me to my DoD tech support. However, I was able to get it working on my own. Here's what I did in case it helps anyone else: 1) uninstalled and reinstalled Adobe Flash, 2) uninstalled Adobe Connect and installed version 8.2, and 3) enabled TLS 1.0 in my browser. Apparently it needs these two options selected: Use SSL 3.0 and Use TLS 1.0. For some reason, the Use TLS 1.0 on mine wasn't selected. So I'm not sure if it was the different version of Connect that did it, that option in the browser, or both, but it works now! Thank you for your help.

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LEGEND ,
May 31, 2013 May 31, 2013

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The DCO is it's own animal, and is unique in it's configuration and setup. As such, the individuals at 800-42-ADOBE will likely not be able to help (as you have seen). For future reference, I'd recomend contacting the DCO help desk which DISA staffs. Their contact info is listed in this thread: http://www.connectusers.com/forums/post/18926/#p18926

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