Adobe Connect Troubleshooting & FAQ | LaSalle College Jakarta
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Adobe Connect Troubleshooting & FAQ

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March 17, 2020

Need support with the Adobe Connect?

An online chat tool is available for you. You will be able to ask your questions to one of our Adobe experts. Look out for the technical support icon as below on the COVID-19 news web page.

Adobe Support

Minimum required material for online classes

Mobile or tablet 

  • Google Android 4.4 or Windows later version
  • Apple iOS 8.1.2 or higher version

Computer - Windows

  • Intel Pentium 4 1.4 GHz or higher processor (or equivalent)
  • Windows 10, 8.1 (32-bit/64-bit), Windows 7 (32-bit/64-bit)
  • 512 MB RAM (1 GB recommended)
  • Microsoft Internet Explorer 11 or higher, Windows Edge browser, Mozilla Firefox and Google Chrome
  • Screen resolution: at least 1080 x 900 (1280 x 1024 recommended)
  • Sound card, a headset with a built-in microphone to prevent feedback

Computer - MAC OS

  • Intel Core Duo Processor 1.83 GHz or higher
  • 512 MB RAM (1 GB recommended)
  • Mac OS X 10.12, 10.13 and 10.14
  • Mozilla Firefox, Apple Safari, Google Chrome
  • Screen resolution: at least 1080 x 900 (1280 x 1024 recommended)
  • Sound card, a headset with a built-in microphone to prevent feedback

Adobe Connect room appears to freeze

  • Solution: Quit Adobe Connect and log back in to refresh the connection.

Sound cuts out entirely

  • Solution: Close the Adobe Connect session and your browser. Then reopen both to join the session.

Your sound is cutting in and out

  • Cause: This is a connection speed issue.
  • Solution: Use a wired internet connection, or try to work as close to the wireless router as you can. Make sure you have set your connection speed in Adobe Connect to the type of connection you’re using.

There is loud feedback

  • Cause: Someone whose microphone is on is listening to the session on their speakers, and the sound from the speakers is picked up by their microphone, causing feedback
  • Solution: Wear headsets/headphones/earbuds, and turn off speakers. Your instructor might disable your microphone access if loud feedback continues to cause problems.

You can’t login to Adobe Connect

  • Let one of our Adobe Connect experts help you with the live chat tool. Look for the technical support icon below on the COVID-19 news web page.
Adobe Support

Your microphone isn’t working

  • Solution: Be sure your microphone is plugged in BEFORE you log in to Adobe Connect. Otherwise, quit Adobe Connect, plug in your microphone, and log in again.
  • Be sure you click “Allow” when you get a popup asking for permission for Adobe Connect to access your microphone. When you're in an Adobe Connect session, do the Audio Setup Wizard, under the ‘Meeting’ menu, in the ‘Manage My Settings’ submenu. The most important part is Step 2, where you pick a microphone from a list. Make sure you select the right microphone. If your microphone is not listed, you need to restart your computer with the microphone connected. If after a restart it is still not listed, you might need to install drivers for your microphone.
  • You can access the Audio Setup Wizard at any time in an open classroom that will be provided by your instructor. Make sure that your microphone and audio headset works with your computer when you are not logged in to Adobe Connect. If it does not, and you can't hear the audio and/or can't be heard when you speak into the microphone, try this (for Windows):
    • Right-click on the little speaker icon that's in the lower-right corner of the screen, near the clock.
    • Select "Adjust Audio Properties".
    • In the window that pops up, click on the "Audio" tab.
    • On that page, under "Sound Playback" and "Sound Recording", see what the options are in the drop-down box and see if changing the defaults will fix the problem.

You can’t get Adobe Connect to load correctly (‘white loading screen’)

  • Solution: You need to try another browser, or install the newest version of Flash.
  • A short-term fix is for you to load the Adobe Connect from within the browser. You can do this by appending ?launcher=false to the URL of the classroom (before you click it)

You can’t get the ‘File Download’ or ‘Web Link’ pods to work

  • Cause: This is usually because of popup blockers, as both of these pods open up new windows
  • Solution: Hold down ‘Shift’ and try to ‘Save to My Computer’ or “Open in Browser” from these pods

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