Common Recording known issues
Issue description
Recording is stuck on connecting after the edit was made. Before editing it was playing file.
Applicable product version: Connect 9
Best practice to avoid the situation:
It is highly recommended that to not to make any edit before 24 hours. In case the edit is done on the same day of recording, it will be impossible to get the working copy from the backup. Let the recording gets backed up and make the changes after 24 hours.
Issue description
Recording playback freezes on manually seeking if there is a problematic event in the recording or if breakouts were used in the recording
Information required from customer
- Recording URL
- Meeting room URL from which it was created
- Login credentials of the customer account with at least meeting host rights
- Affected session date and time
- Screenshots, if available
Applicable Product Version: Connect 9
Bug #3495326,3087046
* Contact Support with the above information. They can escalate the ticket to get a vote added to the bug after identifying the correct bug, if the problem occurred due to use of breakout rooms or there was some other problematic event in the recording.
Workaround
Play the recording without manually seeking the playbar.
Update: Expected to be fixed with Connect 9.1.
Find out when your account is scheduled for 9.1 upgrade: http://www.adobe.com/support/connect/downloads-updates.html
Issue description
Recording gets stuck at Connecting. Mainstream and Indexstream files have no reference to LayoutManager or PodManager
Information required from customer
- Recording URL
- Meeting Room URL from which it was created
- Login credentials of the customer account with at least meeting host rights
- Affected session date and time
- Screenshots, if available
Applicable Product Version: Connect 9
Bug #3498512
* Contact Support with the above information so that they can escalate the ticket to get a vote added to the bug after identifying the correct bug.
Update: Expected to be fixed with Connect 9.1.
Find out when your account is scheduled for 9.1 upgrade: http://www.adobe.com/support/connect/downloads-updates.html
Issue description
A Connect recording offline FLV file plays only for 16 minutes and 40 seconds if created on Mac OS.
Information required from customer
- Recording URL
- Meeting Room URL from which it was created
- Login credentials of the customer account with at least meeting host rights
- Affected session date and time
- Screenshots, if available
Applicable product version: Connect 9
Bug #3521373
* Contact Support with the above information. They can escalate the ticket to get a vote added to the bug if it matches the bug description.
Update: Expected to be fixed with Connect 9.1.
Find out when your account is scheduled for 9.1 upgrade: http://www.adobe.com/support/connect/downloads-updates.html
Issue description
Recordings created in Connect 7.5 using UV have audio issues on playing in later versions.
Information required from customer
- Recording URL
- Meeting Room URL from which it was created
- Login credentials of the customer account with at least meeting host rights
- Affected session date and time
- Screenshots, if available
Applicable product version: Connect 9
Bug #3297747
* Contact Support with the above information. They can escalate the ticket to get a vote added to the bug if it matches the bug description.
Update: Expected to be fixed with Connect 9.1.
Find out when your account is scheduled for 9.1 upgrade: http://www.adobe.com/support/connect/downloads-updates.html
Issue description
Making a recording offline creates an FLV file with choppy audio in it.
Information required from customer
- Recording URL
- Meeting Room URL from which it was created
- Login credentials of the customer account with at least meeting host rights
- Affected session date and time
- Screenshots, if available
Applicable product version: Connect 9
Bug #3050086
* Contact Support with the above information so that they can escalate the ticket to get a vote added to the bug if it matches the bug description.
Update: Expected to be fixed with Connect 9.1.
Find out when your account is scheduled for 9.1 upgrade: http://www.adobe.com/support/connect/downloads-updates.html
Issue description
Large recordings (over 1 GB) don't transfer cross cluster due to an exception error and don't play.
Information required from customer
- Recording URL
- Meeting Room URL from which it was created
- Login credentials of the customer account with at least meeting host rights
- Affected session date and time
- Screenshots, if available
Applicable product version: Connect 8, 9
Bug #2913552
* Contact Support with the above information. They can escalate the ticket to get a vote added to the bug if it matches the bug description.
Workaround: Create shorter recordings. Stop the recording during a break and start up a new one.
Update: Expected to be fixed with Connect 9.1.
Find out when your account is scheduled for 9.1 upgrade: http://www.adobe.com/support/connect/downloads-updates.html
Issue description
UV Audio missing in recording
Applicable product version: Connect 9
Bug# CONN-4087415
During the investigation of this bug, it was found that if a host starts a recording, pauses it and then starts the UV audio. He/she then stops the already paused recording and starts a new recording. In this scenario, second recording, probably do not contains the conference audio.
Probable cause to reproduce:
1. Start a recording, say rec1,
2. Pause the recording, rec1,
3. Start UV audio conference,
4. End the recording, rec 1,
5. Start another recording, say rec2.
It is advised to not to follow this behavior until we fix the issue.
Kindly contact Adobe Connect support in case you have any follow up questions.
Issue description
Recording has sync issues in camera & audio.
Applicable product version: Connect 9
There could be several reasons that cause the audio/video within a recording to be out of sync. The latest Adobe Connect Application (version 11.9.985.57 or later) contains several fixes around this. All users intending to share their screen, camera, or microphone should use the new app to avoid any unwanted audio/video or sync issues in between audio and camera.
Download new Connect app for windows/MAC: https://helpx.adobe.com/adobe-connect/connect-downloads-updates.html
