Common problems

What have I done!?
CC BY-NC-ND Some rights reserved by miguelavg

Many people have difficulties with online meetings and webinars and here is a list of common problems and what you can do about them. Most of the problems relate to the settings in your own device rather than in the e-meeting software so the most important lesson is to check your equipment before joining a meeting. It is also important that you use a relatively up-to-date device since older ones are a very common problem source.

Internet connection, bandwidth

  • If you want to be seen and heard with good quality you should use a fixed/wired internet connection. Wifi and mobile networks can sometimes work but very often they offer highly variable bandwidth and this causes delays and poor audio and video quality.
  • If you only have wireless access try to save bandwidth by closing your video and only have audio communication.
  • Make sure you close other e-meeting applications and try to have as few applications running at the same time as possible (eg don’t have Skype open while you’re in a meeting with Adobe Connect, Webex etc).

Audio

This is the number one problem area and it is well worth spending time checking this before a webinar or e-meeting.

  • Use a headset! Some devices have good inbuilt microphones but most don’t and in-built microphones often amplify the computer’s background noise. We recommend a modern headset with a USB plug, older headsets often cause problems.
  • Do not use external speakers for the sound unless you have an echo-suppressing table microphone. Otherwise you get annoying echo.
  • Before a session plug in your headset and check your audio settings to see that the computer has detected the headset and chosen it for incoming and outgoing audio. Just because you have plugged in your headset does not automatically mean that your computer has accepted it.
  • Computers with external webcams have a habit of automatically selecting the built-in microphone in the webcam for audio. Make sure you change this to the headset before you log into your e-meeting.
  • For Adobe Connect always go to the meeting menu and select Audio setup wizard to check your audio settings. Make sure you have selected the headset and can record your own voice.
  • In a meeting/webinar always mute your microphone when you’re not speaking. If not everyone will hear when you type, cough, breathe etc!

Logging into a meeting in Adobe Connect

  • When you log in make sure you accept the Adobe Connect add-in that pops up. If you do the application will open in its own window and all will be well.
  • If you don’t accept the add-in Adobe Connect will open in your web browser and you will have difficulties with sound and other features. If you have this problem click on the Help menu (top right) and you should see an option to install the Adobe Connect add-in.
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