Adobe Connect Classroom Troubleshooting - Kolbe Academy

Adobe Connect Classroom Troubleshooting

If Adobe Connect is not set up correctly or if a recent update has been made to the platform, you may experience issues during class.  If you are using Adobe Connect for the first time, follow the instructions in the Application and Browser Setup article.  If, after you’ve completed the initial set-up, you are still experiencing issues, revisit this page for additional troubleshooting.

 

Teacher Missing/Dropped from Classroom

As Kolbe Academy is an online school, tech issues are bound to happen – even with teachers!  If your class has not opened 5 minutes after the scheduled start time, or your teacher is dropped from a live classroom for more than 5 minutes, submit a tech support ticket or email techsupport@kolbe.org, and a Kolbe administrator will moderate the classroom while the teacher is gone. 

Note: Occasionally a teacher may cancel a class due to illness or emergency.  If this is the case (and no substitute teacher is scheduled to cover), the teacher will make a note in Schoology and will post a recording for you to watch later.  Be sure to check the course’s Schoology page if your teacher has not shown up at the start of class before reaching out to tech support in case he/she cancelled class for the day.

 

Classroom Headset (Speaker) Check

Note: If your speakers are working, but your microphone isn’t, click here to skip to microphone troubleshooting section.

When you first log in to a virtual classroom, the speaker icon should be green as a default, which indicate that your speakers are on.  If the speaker icon is white, it means that your speakers are turned off in the Adobe Connect classroom – click the icon to turn them on, which will change the icon to green.

 

If you still cannot hear anything in your headset, click the drop-down arrow next to the speaker icon, and select “Adjust Speaker Volume…”.

 

Computer Volume Check

If your volume settings look correct in the Adobe Connect classroom, the next step is to check and make sure your computer’s volume settings are correct.

Note: This section is intended for a Windows operating system (10, 8.1, or 7).  If you are a Mac user, the instructions are similar.  However, you can find official Apple documentation on how to check your Mac’s volume settings by visiting this Apple support page.

Make sure your computer’s volume is at an acceptable level by clicking the speaker icon on your task bar (this is usually found to the bottom-right of your computer screen, unless you’ve altered the task bar’s position or settings).  Make sure your computer volume is not muted (if it is, there will be a slash through the speaker icon).

 

Make sure you have the Adobe Connect application open for the next step – you do not need to be in an actual classroom – you just need to open the application itself from your computer.

Note: If you do not have the Adobe Connect application on your computer, and instead you are using an internet browser to access your course, skip to the Classroom Microphone section below.  If you are certain your microphone works in the Adobe Connect classroom, you may skip to the Audio Setup Wizard section below.

 

Right click on the speaker icon and click “Open Volume Mixer” from the menu that appears.

 

Locate the Adobe Connect application in the Volume Mixer.  You may need to use the horizontal scrollbar at the bottom of the Mixer’s window to locate the application.  Once you find it, make sure the volume levels are at an acceptable level.

 

If the above steps do not fix your issue, it is recommended that you continue following the instructions below to check and make sure your microphone works in the classroom before moving to the next step.  If you are certain your microphone works in the Adobe Connect classroom, you may skip to the Audio Setup Wizard section below.

 

Classroom Headset (Microphone) Check

If you find that your microphone is not working, first make sure your microphone icon is green.  If it is white, it means your microphone is not turned on in the Adobe Connect classroom.

 

If the mic icon is green, ensure it does not have a slash through it, as that means the microphone is muted.

 

Once you’ve checked that the microphone icon is green and not muted, make sure the correct microphone is selected by clicking the drop-down arrow next to the microphone icon.  Hover over “Select Microphone” and make sure the correct microphone is selected from the list.

 

If your microphone still isn’t working, completely log out of the Adobe Connect classroom then log back in and try again.  If restarting the Adobe Connect classroom doesn’t resolve your issue, continue to the next section.

 

Audio Setup Wizard

Adobe Connect has a built-in Audio Setup Wizard that you can use for initially testing out your audio equipment during tech-check week or should you find the need to test your headset during class. 

One way the Audio Setup Wizard may be accessed through the Adobe Connect is by clicking this troubleshooting link and then clicking on “Run Diagnostic Test.”  

To run the Audio Setup Wizard, click “Configure Audio” after Adobe Connect has run the diagnostic test.

If you already in an Adobe Connect classroom, you can access the Audio Setup Wizard by clicking the “Meeting” button found to the top right of the classroom, and then selecting “Audio Wizard Setup”  from the drop-down list.  

Both of these options will open a window that will allow you to test and adjust your speaker and microphone settings.  Follow the instructions listed on each window.

 

If you get to the end of the Audio Setup Wizard and your headset is still not working properly, keep reading for further instructions.

 

Updating the Application/Add-In

Adobe Connect regularly releases updates to its application (or add-in, if you are using a browser).  Kolbe administration notifies students and parents in advance of these updates via Schoology posts.  However, if the steps in the above sections have not resolved your headset issues, you should verify that your Adobe Connect application or add-in is up to date in case you missed an update from Kolbe.

To do this, you need to run the Adobe Connect Diagnostics Test.  This test can be accessed a couple of ways.  The easiest (and recommended) way is to visit the URL below, which will open and run the test from within your internet browser (you should bookmark this link, as Adobe Connect may be updated several times throughout the school year):
https://kolbe.adobeconnect.com/common/help/en/support/meeting_test.htm

Note: Make sure your browser allows pop-ups for the above URL, as, if needed, you will be prompted to update the application via a pop-up.

 

If you are in the middle of class when you experience issues, you can also reach the diagnostics test from within the classroom.  Click the “Help” button located at the top-right of the classroom, then select “Troubleshooting” from the drop-down menu.  This will open and run the diagnostics test in your internet browser.  (Make sure your browser allows pop-ups for the above URL, as, if needed, you will be prompted to update the application via a pop-up.)

 

If Step 4 of the diagnostics test shows a red X instead of a green check-mark, you will be prompted to update the application or add-in via a pop-up, which will include downloading and running the update file.

Whether or not you had to update your application or add-in, completely restart your computer to see if your headset issue is resolved.  If the issue is not resolved, continue reading the next section, which is the  last troubleshooting step before contacting Adobe Connect tech support.

 

Enabling Adobe Flash

The last step before contacting Adobe Connect tech support is to make sure that Flash is enabled for Adobe Connect.  To do this, you must have a classroom open (email techsupport@kolbe.org if you would like to schedule a time to open a classroom outside of a regular class).  Once the classroom is open, right click anywhere in the classroom and click “Settings” from the menu that appears.

 

Locate and click the tab with the eye and computer monitor at the bottom of the Flash Player Settings window.  Make sure “Allow” is selected and “Remember” is checked before closing the window.

 

Close out of the classroom, then re-open it to see if your headset is working.  If you are still unable to use your headset correctly, it’s time to contact Adobe Connect’s tech support team; instructions are provided in the next section.

Contacting Adobe Connect Tech Support

If none of the above steps resolve your headset issue, it’s time to reach out to Adobe Connect’s tech support team.  To do this, visit the following URL (it is recommended that you bookmark this URL in case you need to reach out to them multiple times throughout the school year):
https://helpx.adobe.com/adobe-connect/connect-support.html

Click “Chat with Connect support” on the menu to the left of the screen.

 

This will open a window that will allow you to chat with an Adobe Connect representative.  Get your parent’s permission before contacting Adobe Connect. 

Note: The Adobe representative may request remote access of your computer so they can best resolve your issues.  If they do this, make sure your parent is present for this process.

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