Video missing from recording

[Guest]

Hello, one of our clients has a hosted recording with video that has been working fine until recently.  When playing back the recording, the video is now missing and just shows a black screen where the video footage should be.

We have tried on both Windows and Mac and reinstalled Flash Player, but the video does not load.

How do I troubleshoot this?

[julsw]

Just so you know....we have the same issue. It never happened until we upgraded to Adobe Connect 8. Are your clients on 8?

[Guest]

Yes I believe they are on 8 since it was hosted, Adobe should have upgraded it automatically.  The URL redirects to Adobe Connect now so that's my only clue of the upgrade.

However, the issue has escalated to being related to the Acrobat Connect Plugin.  Uninstalling it seems to resolve the problem, but I have been unable to find an upgraded plugin.  Does it not exist for Connect 8?

[Guest · Accepted solution]

There is an updated Adobe Connect Add-in located from any Adobe Connect meeting room under the Help menu item on the far right of the room.

Here is a direct link to the always updated version of the add-in:

http://www.connectusers.com/downloads/

That add-in will work with Connect 7.5 and 8.

Make sure with Connect 8 you have updated your Adobe Flash Player to version 10.1 or the latest which is 10.2. 10.3 is in beta now.

You have to use Flash 10.1 with Connect 8 to take advantage of some significant features including enhanced audio and VOIP, using Adobe Presenter content to upload to Connect 8, Screen Share pod and the File Share pod. This is an important consideration.  There are very significant desktop performance improvements with Flash 10.2 using the GPU for many of it's graphic functions which reduces the load on the CPU.

[Guest]

Actually the flash update was the first thing we tried.  I had the client reinstall flash from Adobe's website so it was sure to get the latest version.  It still did not solve the problem though.   Through my testing, it appeared that the only solution was to remove the connect plugin.  I just couldn't find the download link for the latest version of the plugin to try it.  I do know the client had an older version of the plugin installed.  So if I could try the latest plugin, I can see if that solves the problem.

Thanks for the link, I will have the client try this.

[Guest]

Another option to test if the issue is related to a corrupted add-in is to run the meeting using the browser only by launching the meeting like this:

http://se.adobe.connect.com/roomname?launcher=false

Handy tip to know about:

use ?lightning=true

this option forces the lightning installer to check to see if the latest add-in is installed, if not then it automatically installs the add-in but if the add-in is there it will go into the meeting as normal.  One way for admins to roll-out the add-in automatically.