Technical Support For Adobe Connect Online Classrooms
CLRC classes are live audio/video classes. Students learn in a classroom setting within their own home through the audio/video conferencing system Adobe Acrobat Connect Pro Meeting. Instructors and students have webcam and microphone access to the classroom, giving them the ability to view and hear each other in real time--asking and answering questions, and benefiting from the questions and responses of others. Students participate on microphone, or by typing brief comments or questions into a chat box. Webcams are used to varying degrees by individual instructors. Modern Language instructors, for instance, rely on them for teaching students correct enunciation. Some instructors invite students to come on camera for special student presentations.
We recommend that students use a headset and microphone to participate in classes. The computer used for classes should be in a quiet area so that background noise is kept to a minimum for other students in the class. Instructors post charts, diagrams, and other teaching aids and write on a class ‘white board.’
- All classes are recorded so students who need to miss a class or two can make the class up at their convenience.
- Both PC and Mac users are able to participate in classes.
Adobe Classroom Support Tools
Imagine yourself in your online classroom, and suddenly (a) you are unable to hear other people speaking, and/or (b) no one seems to be able to hear you on your microphone. You've been in this classroom many times before, and not had any problem. What do you do?
There are a few simple things you can try first:
i. Run the Audio Wizard in the Adobe classroom. It's a self-explanatory setup that can be found in the drop-down menu under the "Meeting" tab on the top line menu of your Adobe classroom window.
ii. Double check that your headset is completely plugged in, that the microphone you're using is working, and that neither the microphone nor speaker volume is muted.
iii.Close your browser window, and re-enter the classroom.
iv. Try a different browser.
v. Shut down your computer and reboot.
Sometimes one of those steps will do the trick. However, we are finding that in the vast majority of cases, audio issues are related to students or teachers not having up-to-date Adobe Connect add-ins downloaded to their browsers. Adobe seems to have increased the frequency of its updates. So this problem has become more common for users.
But there is a simple solution: RUN THE ADOBE CONNECT DIAGNOSTIC TOOL. To do that, JUST CLICK ON THIS BIG GREEN BUTTON!
When you click on the button, you'll see the following screen:
Now, DON'T immediately click on the "Run Diagnostic Test" button. Experience has taught us that the most efficient thing to do when you're having problems is to click on the blue "Install Adobe Connect" button--even if you've already done the install. This will assure that any recent updates will be downloaded to your browser.
Sometimes Adobe Connect will not install because the most recent version of Flash Player has not been downloaded to your browser. If you get an error message to that regard when you hit the "Install Adobe Connect" button, click on the "Enable/Install Flash Player" button. Adobe will walk you through the Flash Player install. When that is successful, hit the "Install Adobe Connect" button again.
Once Adobe Connect has installed, click on the "Run Diagnostic Test" button. You'll get a box that looks like this:
Adobe will run this two-step diagnostic to assure your connection to Adobe is working, and to identify the speed at which you are connected (note: sometimes the speed test takes a few moments). If something is wrong with your connection or if your speed is insufficient, Adobe will advise you. When you have a green check mark in front of each of the two steps, you should be good to go for your classroom connection.
It is also possible to access the Adobe Diagnostic Test from right inside your CLRC Adobe Connect classroom. If you find yourself having audio trouble, go to the Help button in the top right-hand corner of your classroom. Click on it, and you'll get a drop-down menu. One of the options offered is "Troubleshooting." Click on it.
Now, accessing the Diagnostic this way may present you with a slightly different screen than the standard Adobe Connection Test screen shown above. You may get a screen that looks like this:
Adobe will run the same Flash Player, Connection, and Speed Tests it does when you access the regular Diagnostic we saw above. If your Adobe Connect needs to be reinstalled, you'll get a message like in #4 above. In that case, simply click on the "Install Adobe Connect" button at the bottom of the box. Adobe will do the install/update for you.
I like to encourage teachers and students to do what I do, as the technical support person for the CLRC. I run the Adobe Diagnostic every day, before I try logging into Adobe. It only takes a moment or two; and it can save a world of headaches!
Sometimes, an accumulation of cookies in the FlashPlayer cache can also contribute to microphone and speaker issues in the classroom. Routinely clearing the cache should be part of your regular classroom connection maintenance.
A. To empty the Flash cookie cache, click on this link:
You'll be taken to this page:
B. In the Storage Settings Panel, click on "Delete all sites." Don't be afraid. : ) All that's being deleted are unneeded cookies.
C. Clicking on "Delete all sites" will produce the following confirmation dialogue box:
D. Clicking on "Confirm" returns you to the Website Storage Settings Panel. The process is complete at that point. You may close the window.
In order for you audio to work in your Adobe Connect classroom, you must allow Adobe to access your computer's microphone and speakers. Usually, the first time you log into a classroom, you'll get this dialogue box, asking you to give Adobe permission to use your audio functions:
Occasionally, for some strange reason, the "Allow" button gets turned off. So if you've run the Adobe Diagnostic, and still find yourself having trouble with your microphone or speakers while you're in a class, DO THE FOLLOWING:
A. Right click your mouse somewhere in the classroom. Depending on what spot in your classroom you happen to click on, you'll get one of these two boxes:
B. Whichever box you get, CLICK ON "SETTINGS." When you do, the little Adobe Flash Player Settings box will once again appear:
Make sure that the circle next to "Allow" is checked. It's also a good idea to click on the "Remember" box, if it's not already checked. This assures that each time you enter the classroom, the audio/video components will all be allowed. Simply hit "CLOSE" when you are finished.