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My 9.5 upgrade did not occur as scheduled

New Here ,
Oct 19, 2015 Oct 19, 2015

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The widget tool at  Adobe Connect Downloads and Updates indicates "Congratulations!  October 18, 2015 is when your account is currently scheduled!:" It is Oct 19 and the upgrade did not occur. I am not able to reach anyone through Support on this matter. I am wondering if others have been in this situation re: 9.5 and have some suggestions for how we follow through on this.

Robin  - Perkins eLearning (Watertown, MA)

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New Here ,
Oct 19, 2015 Oct 19, 2015

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An update:

I was able to work with a service rep through chat to determine that our account was upgraded to 9.5, despite all appearances. Let me add detail for others who might come to this forum.

1. When viewing your version within your adobeconnect account (Help menu) the pop-up window is likely to still be "Adobe Connect 9 * Using Adobe Connect 9 ,"  http://help.adobe.com/en_US/connect/9.0/using/index.html suggesting you are still on that version. There is no indication within your account that you are on 9.5.

2. The admin console does not appear any different, other than the new Adobe icon, which was released previously.

3. Features and functions are not quite as the release notes describe them. That is, the functions are a few layers deeper than the notes suggest. I'll point specifically to "offline recordings in MP4 format."

To see this function, view Recordings in a previous meeting and choose Actions. This menu is not changed from 9.0. Choose "Make offline." This is also the previous functionality, including a long informational message about recording the screen to an offline version.

There is a "Next" button in this window. In 9.0, clicking "Next" launched the recording, which would (in slightly longer than real time) create an offline FLV.

In 9.5, it opens the Offline recording settings box illustrated in the 9.5 release notes.

Buried...but there as promised.

You should note that it is still re-recording the session as an MP4, not converting to MP4. The release notes gloss over this: "The offline conversion option is similar to the previously available option to create offline recordings in FLV format." Allow time, and probably best not to use your machine for anything else.

This is not much different than recording your screen.

4. For NEW meetings, created after your upgrade, there is no change. Click record as you always do, then use the "Make offline" to make an MP4 version.

It took quite a while for the chat rep to explain this. He insisted on getting admin credentials to my account, which I refused, and that dragged the conversation on longer than necessary. He could have told me to click "Next." In the end, he brought me to a shared room, asked me to share my desktop, and clicked "Next."

All to say... that if you think your account has not been upgraded - it may have been.

Try these steps, and other features listed in the release notes to confirm that you have them.

Robin

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LEGEND ,
Oct 20, 2015 Oct 20, 2015

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If you want to verify the version of your account, the fastest way is to place your mouse over the Help link on the Connect login page. The tool tip that appears will be the version of Connect you are using.

The new MP4 converstion option has always been shown as being part of the Make Offline process. Essentially it was part of the update of the new add-in along with the update to Connect 9.5. Server side MP4 conversion is still available at an additional cost.

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