If you are having difficulty connecting via Adobe Connect or YouTube Live, first, restart the computer with the audio equipment you plan to use during the webinar already connected.
Try to connect to Adobe Connect early (the room is usually open 30 minutes prior to start time); this will give us time before the webinar starts to respond if you encounter trouble. As much as possible, limit the number of additional internet applications open during the webinar.
Common Factors Affecting Connection to Adobe Connect
If you are still having trouble connecting to Adobe Connect after you have tried to restart your computer, see if the following factors are affecting your connection.
Incompatible Browser: Adobe Connect operates best on Firefox and Internet Explorer. If you do not have either of these browsers, you can view the broadcast on YouTube Live or email email@example.com for tech support.
Outdated Browser: We seem to have more success when individuals’ browsers are up to date, and this is good to do just for security anyway. Qualys offers a free browser check that will determine if your browser and associated plugins are up to date:
Just “launch” and “scan now.” Update any out of date items it finds related to the browser itself or to flash or to java. You can run this test using Chrome and using IE and even Firefox. If your browser is, indeed, out-of-date then you will need to install the most recent version or have your computer check for required updates.
Network Speed: Adobe Connect can be quite sensitive to each participant’s bandwidth or connection speed. The recommended minimum connection speed is 512 kilobits per second (Kbps).
When the connection speed drops below this, you may start seeing things like the sound cutting in and out and failure to connect to the server. You can test your connection speed to get an idea if this might be a limitation at www.speedtest.net. There are a lot of advertisements on this site so only click on the circular “GO” button or the “test again” button. Connection speeds will vary from moment to moment so you might test several times. Connection speeds also vary with the number of users on the same local network. For example, 3 webinar participants on separate computers but on the same network may really bog down an already slow connection. Slow connection speed could explain both connection issues and audio issues. Generally speaking, wired connections are usually faster and more stable than wireless connections. Use the fastest connection possible.
Choppy Audio or Lagging Video Stream
Network Speed: See above recommendations regarding internet speed and bandwidth.
Full technical specifications for Adobe Connect can be found at https://helpx.adobe.com/adobe-connect/tech-specs.html
Connecting via YouTube Live
The YouTube Live stream begins a few minutes prior to the scheduled start time. A black screen up to this time is normal.
If you experience issues, please contact us at firstname.lastname@example.org for tech support.
Direct inquiries to email@example.com. If you contact us with technical issues, the following information will help us to assist you more quickly:
- Adobe Connect or YouTube Live?
- Mac or Windows?
- Network location? Home, campus, Starbucks, etc.?
- Connection issues? What happens? Error messages, etc.?
- Can’t hear? Type of listening device and how is it connected to the computer?