GetSmarter | Support Center

Troubleshooting Adobe Live Tutorial issues

Modified on: 2017-07-27 11:14:47 +0200

How to avoid technical issues in your Live Tutorial:

1. Minimise other demands on your computer

You should not run other applications in the background during live tutorials, particularly web applications (email, chat, etc.) In some cases, other applications will already be using the web camera or microphone, which prevent Adobe Connect from using the same microphone or web camera for the live tutorial. Make sure you close these applications.

2. Reduce competition for your internet bandwidth

No matter how you connect, make sure that other people who share your connection know that you are participating in an important live tutorial, and ask them not to do large uploads or downloads.

Be sure you are connected directly to the internet. If you normally use a wireless connection when you connect to the internet directly, you may need to disable your wireless device as well. Most computers continue using the wireless connection if it is available, even if your computer is plugged directly into the internet. Many laptops have a switch on the side of the computer or a function key on the keyboard, which disables the wireless device.

If you are having trouble joining the Live Tutorial, try the following:

1. Make sure you are using Mozilla Firefox as your browser

Please clickImage result for firefoxto download the latest version of Mozilla Firefox

2. Make sure you have Flash Player installed.

Please clickImage result for flashplayerto download the latest version of Adobe Flash Player

3. Clear your browser history by following these steps 

If the above steps do not work:

1. Enter the Live Tutorial session as a guest user and type in your first name and surname followed by your student number in brackets in the space provided and click "Enter Room", as shown in the image below;


2. Click the "Help" link on the live tutorial login page. This takes you to the “Test Meeting Connection” page where you can verify that your computer meets all necessary requirements. If your computer does not meet the requirements, you will be given instructions for what you need to do.                                                                                                                                                  

adobe connect testing dialog

  1. Make sure pop-up blocking software is not inhibiting Adobe Connect from opening in your web browser (similar to the image below).                                                                                                                                                              

    allow pop-ups menu                                                                                                                                                                                                                                                                          

  2. You may be using a proxy server. To resolve this in Internet Explorer, select Tools > Internet Options > Advanced tab. Then enable the setting “Use HTTP 1.1 through proxy connections”. After doing this, clear your internet cache and cookies, close all browser windows and attempt to re-enter the meeting.

To do this in Chrome, click the Image result for "three vertical dots" menuicon (top-right hand corner of your browser) > select “Settings” > “Show advanced settings” > and then “Change proxy settings”. Click “Settings” again here to open your connection settings and then click the checkbox labelled “Use a proxy server for this connection”. Lastly, click “OK” in both dialogue boxes.

In Firefox, click the Image result for hamburger menu icon icon (top-right hand corner of your browser) > click “Options” > “Advanced” > and then click to show the “Network” tab. Once here, click the “Settings” button and then select “No proxy” followed by “OK”.

If you require further assistance please do not hesitate to email us on or if you prefer speaking to us, please call us on:

UK: +44 20 3670 1791
US: +1 617 861 4750
Global: +27 21 830 9200

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