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Webcam Video only 240p 10fps

New Here ,
Apr 14, 2020 Apr 14, 2020

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Hi,

 

since last week we cannot broadcast in 720p 20fps anymore. We got three connect accounts, the highest setting is always 240p 10 fps. When will this be fixed? Our customer demands a better quality way better than 240p. Is there anything we can do?

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LEGEND ,
Apr 14, 2020 Apr 14, 2020

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It sounds like someone set the video quality and locked it in the Admin section of Connect centeral. If you have Admin rights, go to Administration > Compliance and Control > Share Settings and look at the Room Bandwidth section. There is a couple of sliders to set the default quality settings for webcam video and screen sharing and a check box below them to prevent the settings from being changed in the Meeting. Uncheck that box and you should be able to increase video quality in future sessions. 

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New Here ,
Apr 14, 2020 Apr 14, 2020

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Hi Jorma,

thank you for the quick reply. I did check the settings, put the sliders to "high" but there was no effect. We got the Webinar 500 Licence, also set up a new Seminar room but also there no effect. So still at 240p. We need to get that fixed, because we´re going to start a new series of webinars at 16.4.2020.

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LEGEND ,
Apr 14, 2020 Apr 14, 2020

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Reach out to the Connect Support team directly then. They should be able to help identify a resolution. https://helpx.adobe.com/adobe-connect/connect-support.html

 

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New Here ,
May 06, 2020 May 06, 2020

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Hi Jorma, 

 

by now nearly a month is over and nothing happend. Still no option for higher resolutions. Do you know when Adobe will set this feature back to normal? 

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LEGEND ,
May 06, 2020 May 06, 2020

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Did you contact the Connect Support team?

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New Here ,
May 07, 2020 May 07, 2020

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Yes I did, the first time you told me to. But they couldn't tell me when the settings will be be back at 720p. That's why I'm asking here. 

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LEGEND ,
May 07, 2020 May 07, 2020

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Well I suspect that Adobe may not know the answer. It's their environment to manage and they'll have the best information about decisions like this to keep their server clusters performing optimally through this period of increased use. But, the bigger issue is that there isn't a known time when the use of web collaboration may decline back to more 'normal' use. I suspect that feature will return whenever that happens or with the upgrade of the next version of Connect. 

 

Being just another user of Connect, I'm sadly in the same position as you on this one. 

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