CEI Center Support & Downloads
CEI Online Meetings
In order to ensure your computer is setup correctly to participate in CEI online meetings please follow the steps below.
- Test your computer to make sure that you are set up with all of the tools you will need to participate in the meeting.
- If necessary, install Adobe Acrobat Connect Add-in for Windows or Macintosh Operating Systems. The Acrobat Connect Add-in allows you to share your screen and upload files to meetings.
- Install Adobe FlashPaper. FlashPaper allows you to share any document in meetings by converting it into Flash (SWF file) format.
Connect Pro Meeting Troubleshooting Tips
Meeting login issues
NOTE: If you are having trouble accessing a meeting, event or seminar, please contact the event organizer for assistance. For security and privacy reasons Adobe is unable to assist customers in gaining access to private meetings, events or seminars. Only the meeting organizer or administrator of the web conferencing account can register users or grant access to Connect Pro meetings.
Quick things to check first. Check the following simple items to help resolve meeting access issues.
- Are you connected to the Internet?
- Disable popup blocker software.
- Clear the browser's cache.
- Try connecting from another computer.
- Are you accessing the correct URL?
- Have you registered for the event or seminar?
- Try accessing the meeting as a registered user or guest.
- Did you change your password recently?
I forgot my password. Click the "Forgot your password" link on the login page to reset your password. Note that passwords are case sensitive, for more information, see Connect Pro passwords are now case sensitive (TechNote 18766). For more information, see How to reset a forgotten password (TechNote 18729).
I don't have a password to get into a meeting. Contact your company's Connect Pro administrator to request a user ID or password. Guest logins are also an option for meetings, but must be approved by the meeting host. With private meetings the host/moderator must approve guest login requests, which may take a few minutes.
For meeting events or seminars contact the meeting organizer to register or receive a login account. Events or seminars that require self-registration use a separate link to register people at the time of an event. Again, check with the meeting organizer for the self-registration link if you do not have it.
My password does not work. Try using the "Forgot your password" link to set a new password. If this doesn't work, contact your account administrator to verify access for the account. If many people are experiencing trouble logging in to a meeting please contact Connect Pro Support for assistance.
I have logged in and nothing is happening. When you log in as a guest you need approval. An approval message will be presented to the host. If the request is declined, entrance to the meeting is not possible and a message stating that the request was declined is displayed. Contact the meeting presenter or organizer if you should have access.
My company uses a proxy server to control internet access. Being behind a proxy server may affect your ability to access Connect Pro. Try the following:
- Within Internet Explorer select Tools > Internet Options > Advanced tab.
- Enable the setting Use HTTP 1.1 through proxy connections and click OK.
- Close all browser windows and re-open before trying to connect to meeting again
Problems running a meeting
I'm supposed to be a presenter but I logged in as a participant. If logging in as a guest, exit the meeting and log in as a registered user. If you are designated as a presenter for the meeting you must log in with your Connect Pro account to receive the proper permissions. If after logging in as a registered user you still do not have presenter permissions, contact the meeting organizer or Connect Pro account administrator.
Participants are not seeing my actions. Check the attendee list to make sure that you are a presenter. Presenters are listed with an orange presenter icon at the beginning of each name. Also, make sure you're not in Preparing mode, since actions are not visible to participants in this mode. Send a message to the host asking for presenter status or try logging in as a registered user.
One thing to be aware of is participant requests may not be seen by the presenter. Hosts and presenters should pay attention to the status and menu bars and choose to accept sign-on requests. Another possible scenario is that a meeting has been placed on hold; if this is the case, participants will be shut out of the meeting until it's started again.
I can not share my screen. You must download the Acrobat Connect Add-in to have this ability. Be sure to click "Install" when prompted to download the Acrobat Connect Add-in.
Another thing to be aware of when sharing an application, rather than the entire screen, is that the shared application must be visible on your screen at all times. If a non-shared application is opened and covering the shared application on the sharing presenter's screen, meeting attendees will not see portions of the shared application covered by the non-shared application but will instead see a blue-checkered pattern.
Content issues
Content is not appearing in the meeting. You may not have uploaded the content into the meeting room. Locate the Documents pop-up menu at the center of the Share Pod. Select either "select from Content Library." or "select from My Computer." Browse to the file that you would like to display in the room, select the file and click Enter.
Unable to show content such as Word documents and Excel spreadsheets, or web pages. Ensure that you are a host or presenter and have the Acrobat Connect Add-in installed. Presenters must share their screen in order to show this type of content. Another option is to install the included FlashPaper application, which will add a menu item to your Office applications and allow the document to be exported for viewing and printing within Adobe Connect Professional meeting.
To share web pages use the Web Links pod, which will allow all participants to launch the web page in a separate browser window.
Unable to upload content or use the screen sharing feature in Internet Explorer. Make sure that you have a supported version of Microsoft Internet Explorer installed. To check the latest requirements, please visit the Connect Pro System Requirements site. If it is not possible to update to a supported version of Internet Explorer, and you have an older version such as Internet Explorer 5, make sure the browser certification is current. Check the Windows Update site, for Root Certification Update under the operating system section.
