Southwest/West Central
Higher Education Organization
for Telecommunications and Technology

Solutions & Support


Adobe Connect add-In Error Generic Solution Approach

This solution should probably be suggested whenever a student is encountering error messages or erratic behavior such as freezing of screens or loss of service such as dropping audio or video feed.

Steps:

  1. Check to make sure that Adobe Flash is the most recent version.
  2. Check the Adobe Connect Add-in version to be most current.
    • Open up the adobe connect session that you use for one of your classes.
    • Click on "Help" then "About Connect Pro..."
      connect 1
    • On the very bottom of the window look for version 11.9.976.291.
      connect 2
    • If the version matches the go to step 3.
    • If the version number doesn't match then:
      • Uninstall the current version using Add remove programs.  It is listed as "Adobe Connect Add-in".
      • Download the latest version by either:
        1. Open up an adobe connect session and getting the prompt to install the adobe connect add-in:
          connect 3
        2. or manually download and install the latest version of the Adobe Connect Add-in.
    • Test it to verify if it is fixed and/or continue to step 3.
  3. Check to see if a security application or firewall is interfering.  This is the most difficult step to troubleshoot because there are various applications and a diversity of different settings for each.
    • Software titles that have built in host firewalls, not all are listed:
      1. Symantec/Norton Internet Security
      2. NOD32
      3. Webroot
      4. McAfee
      5. Kaspersky
      6. Trendnet
      7. Most likely, any software title that has "Internet Security" in the title.
    • Some home routers require port forwarding.  Contact your Internet Service Provider if you need assistance to verify ports 80, 443, and 1935 are not blocked.
    • The following ports are used by Adobe Connect: 80, 443, and 1935.  Please ensure they are not being blocked by looking through the settings of your security application.

If still experiencing problems please contact the  SHOT helpdesk at:

This tutorial was edited on Sep 20, 2016.

Last Modified: 4/6/17 9:45 AM