Share my screen doesn't open in adobe connect 11.9.980.387

[wanceb]

Share my screen doesn't open in adobe connect 11.9.980.387... When I try to share my screen nothing happens. Everything else works. If I log into anther PC it works fine. What could be the cause of this issue?

[Jorma_at_CoSo]

Try updating to the latest version of the App and see if that resolves the issue. It can be downloaded here: Adobe Connect Downloads and Updates 

[wanceb]

I did that as you suggested I sill have the same issue. Can't share my screen

[Jorma_at_CoSo]

Do you get any error messages? Does the dialog to select how you want to share your screen open up?

Are your video drivers up to date?

You can also try enabling logging for the Connect App. That may give some insight as to what is happening. Enable logging in the application for desktop

[wanceb]

No I don't get any errors. it just doesn't open. yes the video drivers are up to date

[FDeRienzo]

Hi, Check this tech-note. It may help. There is an additional switch possible in mms.gfg with the latest Meeting App: Windows Clients Tunneling in Adobe Connect Meetings | Adobe Connect Blog by Adobe

Ignore the title of the article. The prescribed fix may also help with this issue as well.

[wanceb]

I would to thank everyone for their help. I have done all that has been suggested to far and it still doesn't work.

[Thomas Gunter-Kremers]

Have you had someone else log onto the computer that is having the issue to see if they can log in and share the screen?  I'm wondering if there is a software issue in your login profile.

[wanceb]

She is able to sign in into other PCs and it works fine

[Thomas Gunter-Kremers]

Can others sign on to her PC to see if it fails for them?

[wanceb]

I had someone else log into the PC and try it and it worked fine for them

[Thomas Gunter-Kremers]

Great news, at least we have it narrowed down to that computer with that profile.  Did you try clearing caches or can you reset the profile on that computer?

[wanceb]

I don't think i'll be able to reset the profile. How would I clear the caches for adobe?

[Thomas Gunter-Kremers]

Apologies, can you reset the browser cache, delete cookies and temp internet files?

[wanceb]

I removed the profile and created it again. Also cleared thee cache. Still having the same problem

[Thomas Gunter-Kremers]

At this point I think it would be best if you worked with Adobe Support so they can do a screen share session and look at the details of that machine since the problem doesn't follow the user and other users don't have the problem on that machine.  You can contact them at 1-800-422-3623 and then choose option 1.

[wanceb]

Thank you for your help Thomas