Adobe Connect Audio Troubleshooting Questions and Responses

Help your participants troubleshoot audio issues in your Adobe Connect room:

Ask Them

Tell Them

Are you using a headset or listening through your computer speakers?

Please run the Audio Wizard.  You can find it under the Meeting menu at the top of the room window.

Are your speakers/headset plugged in?   I apologize, but they make me ask.

I can wait while you make sure your speakers are plugged in.  If they weren't, after plugging them in, to activate sound, you will probably have to re-enter the room by closing all browser windows and using the link again.

Can you tell me what color the speaker icon is at the top of the screen? 

If it is white, I will need you to click on it. That will activate it, and it will turn green to indicate that it is working.  You may notice a message at the top of the screen or a small window asking for permission to use your peripherals.  Please click "Allow."

Is the speaker icon at the top of the Adobe Connect window green? 

Click the small arrow just to the right of it for the Adjust Speaker Volume option?

Can you tell me what browser you are using?

If you are using Safari, please run the Audio Wizard.  You can find it under the Meeting menu at the top of the room window.

Are you on Windows? 

What version of Windows are you running? Can you close all browsers, including this room, and check to make sure that Windows recognizes your speakers? You should see a speaker icon in the system tray, usually just to the left of the time on your taskbar.

Are you using a Mac?

Run the Audio Wizard under the Meeting menu. There is a known issue for some Mac devices where users can see, but initially not hear in the room unless the Audio Wizard is run. Find it under the Meeting menu at the top of the room window.

Can you see the Meeting menu at the top of the room window?

Run the Audio Wizard under the Meeting menu.

Are you using a wireless headset?

Can you see any buttons on the headset itself to indicate whether it is powered on? Also, can you confirm that it has a full charge? Would you be able to plug a USB (or other) charger into it? Do you have the nano receiver installed?

Mic not working?

  • If Participant: We have microphones set to project from Presenters and Hosts only in this session. You can use the chat to express yourself to either the Hosts (using the menu icon in the top right of the Chat pod) or just type a chat to Everyone using the dialog box at the bottom of the chat pod.
  • If Speaker/Presenter/Host: If it is white, I will need you to click on it. That will activate it, and it will turn green to indicate that it is working. You may notice a message at the top of the screen or a small window asking for permission to use your peripherals. Please click "Allow."

Can’t see the mic icon:

If you can’t see the mic icon at all, please close all windows and browsers, choose the link again, but choose the radio button beneath that allows you to login with your credentials for adobe connect. Guests cannot Present, so we need you to login using your password. Can I reset your password for you?

What kind of system/device are you using to connect to the session?

Linux systems are incompatible with Adobe Connect and there are known issues with Chrome version 33 and below.

Phone number for the session?

This session is VOIP only, so there is no telephone number to dial.  You will need a headset or your computer speakers to listen in, or catch the recorded archive, which will be sent out to all invited, after the forum.

Are you participating from a library or work computer? 

It's possible that local IT has a program blocking your access to this room.  We need you to escalate the issue to your organization's IT help desk.