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Running AC 2021.11.22.64 behind a proxy server hang while 'preparing room'

New Here ,
Mar 28, 2022 Mar 28, 2022

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I have AC 2021.11.22.64 installed and connect to Internet via a proxy server but get stuck while 'preparing room'. The log shows

....

[2022-03-26 13:35:40.508573] [0x00003ffc] (info) : CRtmpConnectionHandler::connect RTMP Connecting to rtmps://na5fms4.adobeconnect.com:443/?rtmp://na5app02:8506/meetingas3app/944919559/3767054996/ with pacProxyFlag: false

 

However, using browser is fine to connect.

What is the fix(es)?

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Desktop application , Events

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LEGEND ,
Mar 28, 2022 Mar 28, 2022

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The easiest fix is to just use the browser. It will establish a Connection over WSS protocol which VPNs don't generally object to. The RTMPS traffic is what is causing the problem and you will likely need to be off the VPN for the app or work with your IT department to allow split tunneling for RTMPS traffic from the *.adobeconnect.com domain.

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New Here ,
Mar 28, 2022 Mar 28, 2022

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Hi Jorma,  can you be more specific about '...allow split tunneling for RTMPS traffic from the *.adobeconnect.com domain.'?   All users are behind company's  VPN and I will need more detail about the root cause before talk to IT dept.

Thanks,

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LEGEND ,
Mar 29, 2022 Mar 29, 2022

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It means that they would allow the RTMPS traffic over port 443 to be accessessed without restriction from the VPN. In the case of Adobe Connect hosted by Adobe, it's usually easier to allow all RTMPS traffic from the adobeconnect.com domain, though you can contact the Support team at Adobe and get a list of IP addressess for the cluster that your account is hosted in, if absolutely necessary. But that can take a little bit of effort to get from Adobe. 

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