Recordings fail to process

[AnnapolisKen]

Our university has several class recordings from last week that all failed to process. The same message, "Your content is currently being processed. Thank you for your patience." has been there for over a week.

Can someone help us?

Link	Name	Meeting Room	Folder	Time
https://capitol.adobeconnect.com/pfyoxov3g2ic/	DSM-945-L21 Optimization Techniques for Mgmt De 2018_10_G2_2	http://capitol.adobeconnect.com/dsm-945-l21_2018_10_g2/	jpminogue	11/8/2017 19:30
https://capitol.adobeconnect.com/pm8xtw694zkb/	IAE-651-L21 Intro to Cyber Network Operations 2018_10_G2_2	http://capitol.adobeconnect.com/iae-651-l21_2018_10_g2/	jmcarroll	11/8/2017 19:31
http://capitol.adobeconnect.com/pe1a74328xdi/	SS-351-L02 Ethics 2018_10_US_11	http://capitol.adobeconnect.com/ss-351-l02_2018_10_us/	wdfrazier	11/8/2017 19:47
http://capitol.adobeconnect.com/pur4u2dug12o/	BUS-174-L01 Intro to Business & Management 2018_10_US_7	http://capitol.adobeconnect.com/bus-174-l01_2018_10_us/	bjhewitt	11/8/2017 19:48
http://capitol.adobeconnect.com/ptx5iomd36wb/	IAE-611-L21 Mobile Computing Security 2018_10_G2_4_Nov 14th 2017	http://capitol.adobeconnect.com/iae-611-l21_2018_10_g2/	ljjamison	11/14/2017 19:30

Thanks!

[Tom Gunter-Kremers Clarix · Accepted solution]

Can you please send me your email address so I can copy you on the recording fix email?  Feel free to email me directly at gunter@clarix.com with your contact info and I will get it to our contact who is working on recording issues.

[AnnapolisKen]

Apparently Tom passed on my info to Adobe, but as of now, they have done nothing as far as I know. Very frustrating.

What are admins supposed to do?

[Jorma_at_CoSo]

You should probably reach out to Adobe support directly... Adobe Connect Help | Adobe Connect Support

If you have a ticket number from when Tom helped, that will expedite getting you some help/answers.

[AnnapolisKen]

Thanks. When I visit that page (in any browser or OS)  I get

Adobe Connect support is awful!

There is no way to create a case.

The phone menu doesn't mention Connect. (1-800-443-8158).

The website Contact page has not worked for years.

They don't respond to forums.

I don't have a ticket from when Tom helped, because Adobe never reached out to me nor did anything.

[Jorma_at_CoSo]

Sorry to hear that. I've had good experiences with the Connect support team. I believe the direct phone number for the Connect Support team is 800-945-9120, try that.

The direct link to the Chat option is: Adobe Connect Chat Support  Maybe that will work.

Sorry to hear that Tom wasn't more helpful. This is a User forum, so you shouldn't expect Adobe staff to be here, as they only come on their own time.

[AnnapolisKen]

Thanks. I just got another direct # from our GetConnect rep. 800-422-3623 , and I started a case. Thanks to you and Tom for your help.

[05sidhun]

I am also experiencing this issue, can you share the resolution?

[Bahri SAĞIRLI]

hi,

i have a direc contact e-mail of support guy. here iste mail address: Shikhar Singh <dim53857@adobe.com>