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Connect Add-In Crashes on Mac when sharing screen for ~15 minutes

New Here ,
Jan 18, 2017 Jan 18, 2017

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When using the Connect add-in to share my Mac's screen, it crashes after about 15 minutes.  Every time.   It seems to be related to having Apple's Keynote app open, but it is hard to pin down.  You don't need to be doing anything at the time of the crash — it just happens after about 15 minutes of being open.

I'm running macOS Sierra (10.12.2) with the latest add-in.  I've tried on both an iMac and a MacBook Pro with the same result.

Any thoughts?  What info might help?

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Adobe Employee ,
Jan 19, 2017 Jan 19, 2017

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Hi,

Sorry for the trouble.

Can you please tell the add-in version you have currently installed? Do you already have a content (like PPTx) uploaded the meeting room?  If yes, please remove the presentation and upload again.

Thanks,

Annkiit

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New Here ,
Jan 19, 2017 Jan 19, 2017

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I am using add-in version 11.9.978.354 (Mac).  There is content loaded to the meeting room, but none of it is being used/shared at the time the crash occurs.

I just tested today at length, and if Keynote isn't active, the add-in doesn't crash, so I think it may be related to Keynote.  I am using Keynote 7.0.5.

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Adobe Employee ,
Jan 20, 2017 Jan 20, 2017

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Hi,

Yes that makes sense.  Seems more investigation is required.  Can you please contact Adobe Connect help desk?

Contact us | Adobe

Thanks,

Annkiit

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New Here ,
Jan 20, 2017 Jan 20, 2017

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Hello there!

I would be happy to contact the help desk, but after following that link, the support options for Connect just lead me back here.  Should I initiate a chat?

Thanks so much!

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Adobe Employee ,
Jan 20, 2017 Jan 20, 2017

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Hi,

Sure you can initiate chat or call directly to this number 800-422-3623.

Thanks,

Annkiit

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