Troubleshooting

First, go to our test page and verify if you can see the video and hear the audio. If you can’t try some of the steps below:

Does your company use a proxy server to control internet access? Try the following:

  1. Within Internet Explorer select Tools > Internet Options > Advanced tab.
  2. Enable the setting Use HTTP 1.1 through proxy connections and click OK.
  3. Close all browser windows and re-open before trying to connect to Adobe Connect again.

Are you seeing the instructor but not hearing them?

First, make sure your speakers are on. Then make sure the speakers are enabled in the Connect classroom. There is a small speaker icon that should be green.

You can also try using an alternate browser to get in to class, Chrome works the best. Firefox has had pretty decent success, too.

Did you download the Connect Add-In? If not, get it here.

If none of these steps have worked, shoot us an email at support@stormwind.com or call us at 480-889-9966 and we’ll personally take care of you.

Still having audio/video issues?

Adobe Connect presentations are normally delivered as HTTP data on port 80, while meeting audio and video streams are delivered as RTMP data on port 1935. When users are inside a corporate firewall that blocks these optimal ports, Adobe Connect uses fallback mechanisms to deliver RTMP data on ports 80 and 443. This fallback technology is called tunneling. This tunneling mechanism results in additional overhead that impacts overall throughput and the end user experience.

https://helpx.adobe.com/adobe-connect/kb/configure-ports-1935-443-80.html

https://helpx.adobe.com/adobe-media-server/kb/ports-firewalls-flash-media-server.html