Need help with launching a meeting room or content? Having issues with your in-class experience taking place right now?
Running into a technical issue while accessing training
I have the virtual meeting room info, but I’m experiencing Adobe Connect performance issues.
You can self-troubleshoot using these steps:
- Run this diagnostic test to ensure that Adobe Connect is working properly on your system.
- Browser: Clear your browser cache and then relaunch your browser. If that is unsuccessful, open the link in Incognito mode.
- Adobe Connect application: The app is not required, as the meeting link is browser-friendly. However, if the desktop app is already installed and you are facing issues, uninstall the Adobe Connect application and reinstall it using the latest version provided here.
Additional checkpoints:
- Verify your browser permissions.
- Disable pop-up blockers.
- Try an alternative browser.
- Try an alternative network or device. Your organization’s network or firewall settings may be preventing access to the virtual meeting room. If available, try using a different network or a personal device.
- Enable audio device settings.
- Go over the technical specifications for Adobe Connect.
- Allowlist the required domains, IP addresses, and network ports as recommended by Engineering. We recommend sharing this relevant Adobe article with your organization’s IT team so they can allow the required UDP and TCP ports and ensure proper media connectivity.
Additional Adobe Connect Resources:
- Adobe Connect Support Blog.
- Adobe Connect Support: Chat | Hotline (mention you are attending a training with Premium Learning)
Having audio issues? If you’ve already tried the troubleshooting steps above and the problem persists, your organization’s network or security settings may be preventing audio from working correctly. We recommend reaching out to your internal IT team to verify this, and contact us for additional support.
I’m missing a calendar invite or unable to find the personalized meeting room link for my live instructor course.
Join the meeting room by using the personalized link inside your calendar invites.
If you are missing a calendar invite, or unable to join from the personalized link, follow these backup steps to launch the meeting room:
- Go to My Learning.
- Navigate to the In Progress Learning section.
- Under Live Instructor, locate your course.
- You should see an overview. Switch to the Session detail tab and locate the Day you’re on.
- Click on the Launch button, which will launch your meeting room. (Note: the meeting room becomes available 15 minutes before start time.)
I’m missing a calendar invite or unable to find the personalized meeting room link for my cohort live session.
Join the meeting room by using the personalized link inside your calendar invites.
If you are missing a calendar invite, or unable to join from the personalized link, follow these backup steps to launch the meeting room:
- Go to My Learning.
- Navigate to the In Progress Learning section.
- Locate the cohort.
- Navigate to the appropriate week and expand the session.
- Click on the Launch button, which will launch your meeting room. (Note: the meeting room becomes available 15 minutes before start time.)
I’m having issues playing an on-demand video (it won’t load, player is stuck, a module is missing, etc.). What do I do?
If you’ve tried clearing your browser cache with no success, please contact us with a screenshot, on-demand course title, and description of your issue.
I’m having issues with my sandbox environment.
If your sandbox environment has completed provisioning but you’re running into access issues, contact our Environments Support team.
Email Deliverability Tips
Learning emails and calendar invites will be sent from plsnore@adobe.com. To ensure you receive important updates, add this email address to your contacts or safe sender list. If you think you’ve missed an email, please check your spam or junk folder, as well as any filtered inbox tabs (such as the Other tab in Outlook).
Question not listed here? Contact us.