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Continuous Adobe Connect issues

Community Beginner ,
Mar 09, 2021 Mar 09, 2021

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Are others continuing to have issues with Adobe Connect standard view rollout?  We continue to have problems with this product.  Unable to use the browser option due to connectivity and audio issues, Apple MAC users unable to download the new application, incedibly long hold times when calling Adobe Support, does not work well with mobile, editing issues and the list goes on.  The roll-out of these releases since September, 2020 have not been good and Adobe has been slow to fix some of these major issues.  We have used Adobe Connect for several years now, but in the last 6 months the quality of this product has really gotten to the point where we are going to have to find a different platform as our business relies on the Adobe connect platform significantly as we are a continuing education company that does 2-4 live webinars weekly with this product.  Was just curious if others were dealing with similar performance issues.

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Community Beginner ,
Mar 09, 2021 Mar 09, 2021

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Yes!  Completely disappointed in some of these "enhanced" features.  PPTs don't work right, the polling pods are missing buttons randomly, the audio connection to outside phone conference is sketchy.  

 

And no words from Adobe on these issues.  We pay way too much for this service to have such a bad experience. 

 

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Participant ,
Mar 09, 2021 Mar 09, 2021

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Actually... the polls missing buttons isn't random.  They are not visible when the pod is too narrow.  Stretch it out and teh Edit button will reappear.

 

It's a problem, and I've complained about it too.  I made the same complaint about the breakout view in Attendees pod missing things like distribute, rotate and add room... but at least now they added those options to the menu.

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Community Beginner ,
Mar 09, 2021 Mar 09, 2021

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Thank you!

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Community Beginner ,
Mar 10, 2021 Mar 10, 2021

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We are having regular issues with Adobe Connect in that same time frame.  The platform is giving Mac users endless trouble and inconsistent results.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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We ran into a significant amount of issues with users simply trying to join a meeting from a Windows PC after being upgraded to v 11.2, primarily when trying to join via browser. And the claimed user experience when joining a standard view meeting (with "Enable browser access" selected but not enhanced audio) that Adobe described for 11.2 (see Key changes in Meeting Launch.. page) is not even close to what is actually happening. The user tries to join, and it just sits on "connecting...". Sometmes hitting the refresh button in the browser several times will finally get it to work, and for users still trying to join via IE 11 (even though we have explained it won't work), they are just stuck on connecting with zero feedback provided as to why they are unable to join the meeting. Users that have downloaded the app no longer get the prompt to join via the desktop app or browser and it just automatically tries joining via browser. And just today, we had a user join a meeting with he Flash icon next to their participant name. According to Adobe, this was not supposed to be possible in 11.2, yet it happened two weeks after our account was upgraded.

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Community Beginner ,
Mar 12, 2021 Mar 12, 2021

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We are experiencing many of the same issues.  Was the person with the flash icon on a mobile device.  We still see that a lot with mobile users and we are told that the current mobile application is not compatible with standard view and that is why those that join using the mobile app have lots of problems as well.  Adobe tells us the new mobile app is coming soon, but just another example of a terrible rollout strategy.  Why would you rollout a product that does not work with mobile in today's day and age especially when all of your competition as this capability.  Half our audience uses a mobile device to join our webinars.    

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New Here ,
Mar 12, 2021 Mar 12, 2021

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The Flash user was not mobile. We had mobile users as well who joined a v 11.2 Standard view meeting. My understanding is the mobile apps currently do not work only if you enabled the new enhanced audio option. https://helpx.adobe.com/adobe-connect/using/user-guide.html/adobe-connect/using/what-s-new-in-adobe-...

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Community Beginner ,
Mar 12, 2021 Mar 12, 2021

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We are not using the enhanced audio (due to another part of this poor rollout.  We download our recorded webinars and convert them to mp4 files so we can put them on our website as recorded webinars.  If you use enhanced audio you can't make an mp4 download.  The reason we need to convert to mp4 is because the regular adobe recordings are not mobile compatible! I can't make this stuff up if I tried!  It is just a comedy of errors.

 

Also, I meant to mention that similar to your flash icon, we have had a few participants join our webinars and the browser icon is next to their name even though we have the browser option turned off.  How does that happen?

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New Here ,
Mar 12, 2021 Mar 12, 2021

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I have the same problem -- the choice to participate by browser is gone.  Now CONNECT is unusable because we are not permitting software installation.  Goodbye, CONNECT.

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Participant ,
Mar 12, 2021 Mar 12, 2021

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If you don't have access to the meeting via the browser, it might be because you set the meeting up in Classic View.  With the cessation of Flash, Classic View will no longer work in the browser.

 

Solution: Set the meeting to open in Standard View.  Yes, there are growing pains and a learning curve with using Standard View, but it still allows the browser functionality and works pretty well.

 

I hope this helps.

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New Here ,
Mar 12, 2021 Mar 12, 2021

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The meeting rooms are set to Standard view with Enable browser access selected, which is why it was very confusing as to why users have been unable to join via a modern browser (Chrome, Firefox, Edge) and why we had a participant somehow join using Flash. Made no sense.

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Community Beginner ,
Mar 12, 2021 Mar 12, 2021

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Chris, this is not entirely true.  You are correct about using the Standard view and that will allow you to user the browser option.  What is not true is that the browser option works pretty well.  We have had significant problems with the browser option (terrible audio issues, participants getting a "preparing the room" message that would not let them enter the webinar).  We have actually been told be Adobe Support to NOT user the browser option and to force everyone to use the application.  The problem with that is that the Standard view does not work well with mobile devices and the application has all kinds of download issues with MAC users.  So by process of elimination Adobe connect only works for PC customers only.  Considering what the competition can provide it makes Adobe Connect look like a really poor product.  Rollout has been awful!

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Community Beginner ,
Mar 12, 2021 Mar 12, 2021

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I agree with alliedHE, we have already forced standard view system wide and we are experiencing a wide variety of problems, mostly on Mac.  The tech support said they will have a patch in the form of an updated application 2021.3.    We will see if this fixes the problems.

On a different note, the outcome is that users are now being forced into using the app if they need screensharing (as our users do).  App support is a pain.  HTML versions are much easier and Zoom offers this.  We may be obliged to switch to Zoom after 12 years with Adobe Connect.  This was poorly planned out and has caused unnecessary stress to so many people.

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Participant ,
Mar 12, 2021 Mar 12, 2021

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Agreed.  We are transitioning more and more to Zoom and reluctantly to MS Teams.  I like all the features of Adobe Connect, but we can't stand the connectivity problems.  And for the price... not really worth it.

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New Here ,
Mar 17, 2021 Mar 17, 2021

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Agree! Standard view is so far causing us to have to redo components of our ongoing workshops - e.g. flash apps (like countdown timer) no longer seem to work. We use a very expensive dial-in service with Adobe Connect because the VOIP audio is so unreliable...such great features in Adobe Connect...would love them to get these things right! We are also looking at a potential move away from Adobe Connect if such issues continue. 

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