When my instructor app shares, my connectivity status changes to poor and her voice becomes sporadic

[Guest]

I am training to be an at-home rep and learning on-line through AdobeConnect.  Whenever the instructor app shares with the client's application (through secure VPN and Citrix) the connectivity status bar swings between poor to excellent and much of the time I lose her voice.  The IT Support has not been able to figure out why -- my PC and technical requirements all meet their standards.  I doubled my broadband speed, but that also didn't solve the problem.  Any help would be appreciated. I will have to drop out of training if I can't get this fixed soon.  Rosie

[vanmald]

I am having the same problem as the person above.  I have been working with my DSL provider for 2 weeks and have been unable to find anything that is causing the latency problems (although my DSL service has improved overall with the changes that were made).  When I connect via my Verizon aircard, everything works great, but I will rapidly start getting charged for data overages in a week.

Because the aircard worked great, this led me to believe it was a problem with my DSL connection.  I have done trace routes and there is no consistent issue with slower ping times or packet loss.  Yes, I get the occasional 200-250ms ping times on one hop, but that is not unusual due to the reduced priority on ping traffic (ICMP, I think).  Anyway, then I learned that routes are not always symetrical and that the return path may be different than the outgoing or request path.  And the return path seems to be where the issue is.

How can I work with someone to troubleshoot my return path from adobeconnect.com?  Can someone do a traceroute to 68.22.72.67?  That is the hop just before my router.

FYI, here is what else I have done to try to narrow down the problem:

- use aircard and it works perfect, but that uses a different path which leads me to believe the path is the issue

- turn off all other devices connected to the router

- trace routes, endless ping tests, pathping, speedtest.net, pingtest.net, all tested good

- bridge tap was removed lessening my distance to the CO from 9000 ft to 8000 ft

- replaced corroded connectors

- reprovisioned line to the red back (ATT's term)

- changed pair from the CO

- attempted adobe connect sessions on multiple computers with both Windows 7 and XP

- instructor reduced connection speed from LAN to DSL and reduced frame rate at my request with no change

- she records the classes and the recordings are perfect except for the times when the class pauses.

The latency I am experiencing is when she shares a screen and then it can go as high as 8s, but mostly it is between 2 and 4s.  That is enough to make the audio completely drop out or it is just uninteligible with the short bursts that come out.

Please help.  If you can help identify where the problem is in the return path, I will attempt to take it from there.  Scott

[Guest]

I learned last night that the firewall I have loaded -- McAfee Secuirity Suite --  may be causing my issue.  None of the other 30 participants in the class are using McAfee and none of the participants are not experiencing my problem.  I've uploaded Windows Essentials and turned off McAfee for tonight's training.  I'll re-post this evening to let y'all know if this fixed the problem. If this doesn't work, I'm out of ideas.

[vanmald]

One of my computers has mcafee also, but the other 2 don't. I wouldn't expect a change. I am pretty certain that it is a problem server in the return path. I even had perfect audio on an adobe connect session on my Droid X which is using 3g.

[Guest]

Changing firewalls did no good.  I have tried this training on a new iMac and a new Acer laptop PC.  I get the same problem.  My latency when the facilitator is in app share is similar to vanmald -- as high as 8s but mostly between 2 and 4s.  Will go to excellent connectivity occasionally, but mostly fair, occasionally poor.  I have AT&T DSL.  Would the problem becoming from AT&T and not AdobeConnect?  I'm not nearly as technically astute as vanmald.  Just desperate.

[vanmald]

I can assure you that my problem was not related to AT&T.  I worked with them for 2 weeks and had 3 visits and after doing just a bit more research, I realized all my trace route results were good.  I now have a case open with Adobe support and will let you know what I find out.  Are you in the Chicago area?  Right now, it looks like it is related to the return path.

[Guest]

I'm in Madison, WI.  I would really appreciaate a response.

[vanmald]

I sent adobe support 2 log files from my Adobe Connect session this morning and I am waiting for them to get back to me.  There are so many problems that the log file only lasted 10 minutes because the log stops recording once it is 1M in size.  I created a few more log files in case they wanted more data, but I am pretty sure they have enough data to see that there is a huge problem.

[vanmald]

Rosie, if you have a smartphone or a cellular aircard, there is a good chance either of those will work for you.  With your smartphone, you will only be using it for the audio as it is hard to read what is on the small screen.  I have an Android phone and I had to download the Adobe Connect app and the AIR app.  I am pretty sure Adobe Connect also works on iPhone and Blackberry.  Just make sure you have your wifi off on your phone otherwise it will default to your home connection and have the same problem.

I hope that helps work as a temporary solution.

[Guest]

I don't have a smartphone right now -- someday, when I'm a bit richer.  Please keep in touch.  Rosie

[Guest]

Scott, I'm in training right now and for the first time I can hear the facilitator and her voice is not cutting out.  I'm wondering if you're problem is also fixed?  Did Adobe get back to you with a fix they made?  I can't tell you how much I appreciate running into you on this forum and what you did to communicate directly with Adobe.  I don't have the technical expertise to do what you did.  With your help, I've saved probably 20 hours of having to listen to recordings over the next two weeks.  You have truly rocked my world!

[vanmald]

I am not sure I had anything to do with it, but thank you. Are you in training with arise? Maybe the "resort" company? If so, see if your instructor will ok me dropping in to test if my problem has been resolved.

[Guest]

I will ask her at my Monday training and get back to you.  I am with Arise, but a different client than you mentioned.  I made it through Friday night's session with no problem -- I thought that may-be Adobe had gotten back to you with a fix they made.  Whatever happened, I hope it's sustainable. 

[vanmald]

My wife's class worked perfectly this morning.  The latency still bumps a bit at times so when comparing the air card vs DSL, the computer with the air card will receive sound about 1 second before the one with DSL.  No big deal.  The big thing is that there are NO audio dropouts.

As I said, I don't know if my trouble ticket had anything to do with it; I am just glad it is fixed.

Also, Rosie, thanks for letting me know that your problems were fixed on Friday.  It reduced my stress over the weekend knowing that the problems were most likely fixed.

[Guest]

And with that, I believe I can close this discussion.  Hope your wife is doing well with her training.  I'm halfway through mine and working really hard.  But it will be worth it when I can go live and start making some extra income.  I'm so glad I connected with you -- I would have had a full out panic attack if I had been the Lone Ranger throughout this ordeal.  Again, many thanks.  Rosie

[vanmald]

For Rosie and anyone else following this thread, I was told by my Arise instructor that Adobe Connect servers were rebooted which fixed the problem.  I suspect that rebooting the server renwed the DNS tables so routing was changed to better routes.

Anyone else find it interesting that it is next to impossible to get to the forums from the Adobe website?  Only way I could find the forums again was by doing a Google search for "Adobe Forum"

[Jorma_at_CoSo]

Yes, since the Adobe.com facelift, there is not any direct acces, that I have found, to the forums... However, if it makes life easier, there is a site for the Connect User Community at http://www.connectusers.com/ that was started by Adobe three or four years ago. Most people have jumped over to that site, as it is easier to find and navigate.

[Guest]

Not sure what you mean by no direct access to the forums. I always access the forums through the HELP tab off the main page then jump to Adobe Connect then on the right side the forums are listed there. I've always gotten to it that way. You can easily bookmark that page:

http://forums.adobe.com/community/adobeconnect