Connect loading indefinitely

[mik13378465]

The connection test at Test Meeting Connection works out fine. But when I try to log in I get to a page saying "The meeting was opened in the Adobe Connect Add-in." and then get a pop-up saying "Loading Adobe Connect" which just keeps on loading.

OS: Windows 10 64-bit

Browser: Firefox 50.1.0 64-bit

Shockwave Flash Version: 24.0 r0

[Thomas Gunter-Kremers]

Have you tried having IT uninstall the Add-in?  That usually resolves it as it will reinstall the next time it is needed.

[Jorma_at_CoSo · Accepted solution]

You can work around the Add-in by putting ?launcher=false after the meeting room URL (http ://yourcompany.adobeconnect.com/yourroom/?launcher=false). This will tell Connect to not use the Add-in. If the meeting launches and works, then you may need to re-install the Add-in. If it doesn't work, then you may have a firewall issue (which should have shown up in the test page).

If you need to reinstall your Add-in, you can do so by uninstalling it in the Add/Remove programs function. You can reinstall it by going into a meeting and trying to share your screen, or the installer files (requires admin access to your computer) can be found here: Adobe Connect Downloads and Updates

[mik13378465]

The add-in doesn't appear in the list of programs for some reason.

[Jorma_at_CoSo]

It should show up as the Adobe Connect 9 Add-in, if it is there.

If you don't see it, then you should re-install it. You can either use the web site referenced above or you can add ?lightning=true to your meeting URL to install it.

Have you tried using the ?launcher=false parameter with the room URL to see if it works?

Can you provide a screen shot of the loading screen that you get stuck at?

[mik13378465]

I installed the add-in from the link, still the same result.

However, it seems to work when adding ?launcher=false. Does using that parameter disable any options or cause any issues?

[Jorma_at_CoSo]

No, no issues. You can't share your screen or upload PPTX files (PPT will work fine), but otherwise you shouldn't see any issue with not using the Add-in.

It looks like there is some corruption with your Add-in. I'd recommend you reach out to Adobe Support directly to see if they have any thoughts. Adobe Connect Help | Adobe Connect Support

If you want to try to dig into the problem, you can enable logging for the Add-in and see if you can interpret any cause. The logs may also help the Support team identify the problem. This is how you enable logging: Troubleshooting Verbose Meeting Addin Logging | Adobe Connect Blog by Adobe​

Happy New Year!

[mik13378465]

All right. Thanks a lot for your help and happy new year!

[Jorma_at_CoSo]

Sorry I don't have a better answer. Here are the steps for uninstalling the Add-in, if it helps: Uninstall Adobe Connect 9.2 Add-In

Though I suspect that you already know this and the link is just for posterity.