One way to fix Adobe Connect sound issues

Lately I have been having some major sound issues using our Adobe Connect account. The sound has either been fading in and out or cutting out.

I went through a number of steps to try and correct the issue including checking all my audio hardware, ensuring I had a hard-wired Internet connection, doing a reboot on the Mac, rebooting the modem and router and adjusting the sound issues from within the Adobe platform. None of it helped.

Today I had a webinar with 31 people from across Canada logged in and live… and my audio would not work at all.

Luckily, I had logged in about 40 minutes before hand and was able to get on the phone with Adobe Connect help. The issued was resolved by:

• Logging out of the Adobe Connect room completely.
• Clearing browser cache and cookies. I was using Firefox version 11.0, so I went to Firefox –> File –> Preferences –> Security. Then click on “Clear all current history”.
• Going to this website: http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager07.html – Clearing all Adobe websites.

The help desk analyst said that for people who do a lot of Adobe Connect presentations, their computer get too many cookies (and in particular, Adobe cookies) and it messes up the sound – fading, cutting in and out or not working at all. Don’t know who the Adobe help desk guy was, but he sure knew his stuff. (Thanks, Adobe!)

Clearing the cache and cookies by itself was only the first step. (Our Firefox preferences were set to never remember history.) Visiting that Adobe website was the critical step.

If you are having sound issues with Adobe, give this a try.

We have now scheduled this procedure as part of our weekly system maintenance.

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