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Recording link is not playing in Edge or Chrome Browsers nor Apple devices.

Community Beginner ,
Jan 29, 2019 Jan 29, 2019

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Hello!

We frequently have issues with sharing Adobe Connect link recordings.

When we sent the recording link to our clients they report the following problems:

1. Every time I click on launch, in both Chrome and Microsoft edge, it goes to the page with the video for a few seconds and then reverts to

https://wavetrack.adobeconnect.com/system/get-player   Even though I have triple checked adobe flash player is installed in chrome and edge.

2. The link is not playing on my iPad, iPhone? Even though I installed the Flash Player.

How can we help our clients? We are at a loss as we have no idea how else to help them?

Any support from people who solved these issues would be greatly appreciated.

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correct answers 1 Correct answer

Community Beginner , Jan 29, 2019 Jan 29, 2019

Dear Thomas,

Again thank you for figuring this out. Normally, Adobe should have an alert popping up like 'Please click the Allow button' or something - as the solution is not obvious.

Here is the answer without the helpful screenshots so that others might be able to get this solved as well:

  1. Please click on the video link you like to view in Chrome.
  2. Once you are on the site click on the ‘lock’ button left next to https:// in the address field.
  3. The menu below should be shown.
  4. Select – Allow for the page
...

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Engaged ,
Jan 29, 2019 Jan 29, 2019

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Flash can't be installed on mobile, so they can only watch there with a Flash browser like Puffin.  On the PC, I'm wondering if they have an outdated version of the browser.  Can you watch it in both Chrome and Edge?

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Community Beginner ,
Jan 29, 2019 Jan 29, 2019

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Dear Thomas,

This is very valuable information that Puffin would be a good browser to use on mobile devices. I hope that works even for iPhone users.

As far as I am aware is that they have the latest browser installed but will make it a point to ask them again. I assume from your inquiry that with the latest browser version of Chrome / Edge it should work?

Thanks for the answer - have learned already something!

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Engaged ,
Jan 29, 2019 Jan 29, 2019

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Are you able to view the recording in your Chrome and Edge?  You could send a link if it is not confidential to gunter at Clarix () com if you want me to check it.

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Community Beginner ,
Jan 29, 2019 Jan 29, 2019

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I just tried it in Chrome and no, I cannot watch the link either. It behaves in the same way the client describes I update the Flash Plugin as requested. Open and Close the browser - copy the link to watch and are reverted back to install the Flash Player. Chrome tells me that the latest version is installed.

Google Chrome is up to date

Version 71.0.3578.98 (Official Build) (64-bit)

I could deinstall and reinstall Chrome to see if that makes a difference?

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Engaged ,
Jan 29, 2019 Jan 29, 2019

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There is likely a different issue.  Can you please call 1800-422-3623 and say you have an issue you can replicate on multiple devices and give them the recording information so they can open a ticket and find out what is wrong>?

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Community Beginner ,
Jan 29, 2019 Jan 29, 2019

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Thank you, Thomas, for the phone number. Will do! Hope this will solve the issue. Very best wishes.

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Engaged ,
Jan 29, 2019 Jan 29, 2019

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I figured out a work around and sent you screenshots.  Hope it helps.

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Community Beginner ,
Jan 29, 2019 Jan 29, 2019

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Dear Thomas,

Again thank you for figuring this out. Normally, Adobe should have an alert popping up like 'Please click the Allow button' or something - as the solution is not obvious.

Here is the answer without the helpful screenshots so that others might be able to get this solved as well:

  1. Please click on the video link you like to view in Chrome.
  2. Once you are on the site click on the ‘lock’ button left next to https:// in the address field.
  3. The menu below should be shown.
  4. Select – Allow for the page.
  5. Then the video link will play.

Same for Edge - it is an 'Allow Flash for this site' necessary. Thomas Gunter-Kremers found the answer so the credit goes to him!

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