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Share my screen doesn't open in adobe connect 11.9.980.387

New Here ,
May 08, 2019 May 08, 2019

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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?

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LEGEND ,
May 08, 2019 May 08, 2019

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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 

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New Here ,
May 08, 2019 May 08, 2019

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

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LEGEND ,
May 08, 2019 May 08, 2019

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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

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New Here ,
May 08, 2019 May 08, 2019

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

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Explorer ,
May 16, 2019 May 16, 2019

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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.

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New Here ,
May 23, 2019 May 23, 2019

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

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Engaged ,
May 23, 2019 May 23, 2019

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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.

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New Here ,
May 23, 2019 May 23, 2019

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

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Engaged ,
May 23, 2019 May 23, 2019

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

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New Here ,
May 28, 2019 May 28, 2019

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

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Engaged ,
May 28, 2019 May 28, 2019

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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?

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New Here ,
May 28, 2019 May 28, 2019

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

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Engaged ,
May 28, 2019 May 28, 2019

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

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New Here ,
May 29, 2019 May 29, 2019

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

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Engaged ,
May 29, 2019 May 29, 2019

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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.

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New Here ,
May 29, 2019 May 29, 2019

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Thank you for your help Thomas

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