Technical Support (Adobe Connect)

This page provides technical-support information for eLearning Guild events running on the Adobe Connect platform. All Guild Spotlights and Summits use Adobe Connect, while Guild webinars might use Adobe Connect or Citrix GoToWebinar. You will be informed of which platform a webinar will use during the registration process, and also in event confirmation and reminder emails.

Looking for the Technical Support page for Citrix GoToWebinar-hosted webinars?

System Set-up and Configuration

Beginning March 12, 2018, The eLearning Guild is using Adobe Connect 9.7.5 View the System Requirements. If you are participating in a Spotlight, Summit, or webinar as an individual, you will need to have a computer headset or speakers connected to your computer to hear the audio. A microphone is not required.

To ensure that your participation in a Guild Spotlight, Summit, or Adobe Connect-hosted webinar is successful, please run the Adobe Connect diagnostic test on your Mac or Windows computer at least two hours before the start of the event. (Please note that Adobe Connect no longer supports Windows XP.)

The diagnostic test will ensure:

  • You have a high-speed broadband or better Internet connection.
  • Your computer meets the system requirements for Adobe Connect 9.7.5
  • Your computer has a compatible version of the Adobe Flash Player installed.
  • Your computer has the appropriate Connect Application installed.

The correct installations are critical. If your computer or network prevents automatic installation for any reason, download and run the appropriate Flash and Connect Meeting Application installers for your computer.

Adobe Connect Mobile

The Adobe Connect Mobile app allows you to use Apple iOS, Android, and Blackberry devices—instead of or in addition to desktop and laptop computers—to attend and participate in Spotlight and Summit sessions and Adobe Connect-hosted webinars. To learn more about and optionally install Adobe Connect Mobile, visit the Adobe Connect Mobile site. Please note that due to the wide range of available operating systems and devices, Guild staff have limited capability in troubleshooting Adobe Connect Mobile issues. We highly recommend that you test your mobile device in parallel with a desktop or laptop computer before you rely fully on your mobile device. Also, because mobile devices generally rely on wireless network connections, be aware that you might experience more audio and general connection issues than on a wired computer.

Questions?

To help ensure your successful participation in Spotlights, Summits, and webinars, The eLearning Guild is here for you. If you have used all the resources listed above and are still having difficulty, please send an email to onlineevents@elearningguild.com or call 1.707.566.8990 x355.

Please note that our busiest time for providing support is during the 15 minutes before and after the beginning of each webinar and opening Spotlight or Summit session (Session 101).

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