Connect Add-in error

[imicstaff]

I and others have had an issue where the user clicks on the Video / Audio activation button and Connect Pro locks up. Another way to lock it up is to run the Audio wizard. In some cases the computer testing flash app locks up as well. The window fails to close. To remove the window one must reboot.

Keep in mind this only occurs on some PC's. Similar configurations, software and hardware (what works on one will not the other) between PC's is mind boggling that there is a random issue. It seems to have problems irregardless to what video or audio drivers you assign. When you try to close the window you will get a windows prompt that says:

You chose to end the nonresponsive program, Adobe Acrobat Connect Add-in 9.0 r177.
or
You chose to end the nonresponsive program, Adobe Acrobat Connect Add-in 7.0 r455.

This is definitely seems to be a flash player/plug-in issue with that prompt.

It does not matter if you have your own Enterprise server or go through the Adobe's hosted Connect Pro server. The same results occur.

I have contacted Adobe's tech support and was given no resolve, just a "we can't help you."
A week ago, here on the forum was a couple of postings on this matter but is missing (Evidently Adobe has been merging the Macromedia and Adobe forums, thus resulting in the missing topic: Acrobat Connect Add-in 7.0 r455 has encountered a problem and needs to close. Add In Crashing when starting camera and voice)

At least I can tell you what I have found in my solo attempt to resolve this.

Uninstalling and reinstalling adobe software will not work. Changing browsers will not work as well. Getting the latest webcam or video capture card drivers fail to resolve the issue. The most extreme action to perform is to reformat your entire PC- however, this does not guaranty that it will fix the issue.

Again it is clear that the problem is that Connect Pro cannot communicate with audio and video drivers. This issue has been happening since the release of the CP 6 update.

If anyone knows of a easy fix please share it.

[imicstaff]

P.S. We have also checked to see if it has anything to do with Data miners / spyware or virus causing issues that would take up bandwidth. Still no fix.

[Guest]

imicstaff --

Unfortunately without more information, no one will be able to troubleshoot this issue for you. As soon as you are able to demarcate what the differences are between times Connect is working for you and when it is not, I would be happy to help.

Is there a setting on your camera that lets you turn echo cancellation on/off? If so, turn it off and see if that solves your problem.

Have you looked at network connection permissions? Firewall issues? Packet filtering and/or modifications? What kind of bandwidth connection are we looking at? Does it ever happen if you append ?launcher=false at the end of the meeting rooms (i.e. launch the meeting in the browser instead of using the Connect add-in)?

Hope this sparks some ideas as to new places to look for the issue. For what it's worth, the only issues with Connect that we have come across where it locks up or crashes a computer was caused by a default setting in the Logitech camera driver which caused a conflict between echo cancellation in the camera and in Connect.

[imicstaff]

Here we have several PC's (Dell) that are clone configurations. All use the same hardware and software, there are no significant differences between the PC's. That is what makes this odd. Where one PC works fine, the other does not.

With our system here all of our staff have the same network permissions, firewall setup. We have our own Enterprise server and have a direct connection to it without any need for an Edge Server at this point. It is a vanilla setup. Our connectivity is LAN. The problem occurs irregardless to user role (host - participant).

In our earlier post we mentioned the same result with Adobe's own hosted service. Connectivity is not an issue.

We all use the Logitech QuickCam Zoom. As to the driver issue that you have found, what webcam model/driver version was the conflict found in and how did you fix it? That information would be nice to add to our troubleshooting pool for our virtual guests.

We are not convinced that this is the issue for us.
We also use Osprey 210 analog video capture cards in all of our PC's as well.
We have found that changing the video/audio settings to different drivers still results with the same lock up.
We have uninstalled drivers for both to see if either was creating a conflict and found that it does not matter, we get the same result.

To further the info our PC's are Dell Optiplex 745, dual core 6700 @ 2.66Ghz, with 3GB RAM. Fairly new machines. We are using Windows XP Professional.
We also have Adobe CS3, and other A/V software. But we have found no connection between this issue and possible conflicts with software.

When we reformatted a PC, we conducted tests to see if it were drivers or software that caused it. All installations under our control did not seem to be the result of this issue.

We are debating whether to conduct another test to see if it could be a Microsoft update or patch that could have resulted in this. Again all of this issue did not begin until after the Connect Pro 6 service pack 2 was released.
We have installed service pack 3 to see if this was resolved but it was not.

Again I hope this helps. Anyone find similar problems? Fixes?

[Guest]

Hi imicstaff,

The issue we encountered was with the Logitech QuickCam Pro 5000 because one of the changes between the 4000 and the 5000 was the addition of echo cancellation. I don't know what driver version it was, but we were dealing with this probably about 4-8 months ago.

To fix the problem, we went into the camera setup and unchecked the box for echo cancellation. I'm not sure whether it was in the QuickCam program or not, but I'm sure you can find that setting through the help menu or online.

Basically, Connect provides echo cancellation, and if you have echo cancellation coming from two devices they cause a conflict.

If you can't find echo cancellation in your camera setup, try unplugging your camera, running the audio setup wizard (but don't actually use the microphones -- just skip to the last screen), go into advanced settings, and uncheck the acoustic echo cancellation.

If that doesn't help ... I don't know what else to try. Good luck!

[imicstaff]

This issue has been the worst headache ever! I must say that with over 40 hours of frustration and several attempts in trying to fix this we have finally found the solution as and left us with the biggest "D'oh" we have ever had.

We reformatted and made a vanilla PC, and conducted tests to see if it worked or not when we reinstalled software and application updates. We found that the effect of this little demon somehow paralyzed the entire system after a lockup.
If you use a video capture card or other A/V devices, even the built in audio card, the drivers will not work until you perform Sean's trick.

Thanks to Sean, we have used this trick:
Error comes
I close the meeting room
un-plug my USB camera
re-enter room
to go "Meeting" > "Select Camera"
turn on camera in the Camera/Voice pod
video runs fine, no more errors.

Now it didn't work in our first attempt with our first PC. But we found that at the end we would try it again. On the third try it worked. The only difference is that we have Windows XP, not Vista.

Just a last thing to do if you use multiple A/V devices- try using those devices with your web cam unplugged. If it works be sure your Mom isn't around with a bar of soap for cussing.

All we now need to do is clean up the pie on our face and identify this as part of our classics in ID ten T errors!

[DHMerritt]

Good Day Imicstaff
We too have encountered the same error namely "Adobe Acrobat Connect Add-in 9.0 r177". I was actviely involded in the entries that you refer to in the "old forum". I followed all the tips and hints that were given by Adobe, and the gang but nothing worked. I downloaded the add-in.. still no luck. The only way I have found that works is to format the laptops. Like you we use Dells (and other laptops IBM's etc). I can promise you that it is not only related to DELL. We too all use the same settings on our LAN etc.
The only way I have got rid of that irritating error is to format the laptop. Remember you only need to format the laptop that is going to use the video or voice application. Dimitri

[1khart]

yes, if anyone knows any info on this error please assist.  I have tried un-install and re-installing and am having the same issue in IE and Fire Fox; we have tried un-installing and re-installing and no success.

The 2nd question is can connect run without the add-in or is it the add-in that does the screen sharing info.  If so is there a reg value for it that we could force on?

Any help is appreciated.

Thanks

[Guest]

Hello, I have this error too.

My configuration System is:

Windows Vista, Mozilla.

thanks