5 Replies Latest reply on Nov 27, 2013 8:44 PM by alpi agarwal

    Time Out Issue - reverting back to a prior version of Adobe Presenter?

    checkman123

      Hi,

       

      We have been experiencing the "Time Out Warning " issue that only Participants of our Adobe Connect sessions evidently can see.  Our facilitators do not know if this issue has popped up during a session unless a participants alerts them. We are on Adobe COnnect v9.1.  Adobe support is saying that by going back to the previous version of Adobe Presenter would help this situation to not happen.  How do you do that?  I did not know that Adobe Presenter was part of Adobe COnnect.  Thanks for anyone's help on this frustrtaing issue.

        • 1. Re: Time Out Issue - reverting back to a prior version of Adobe Presenter?
          alpi agarwal Adobe Employee

          Hi,

           

           

          Are you using Presentr 9 ?

          We have recently fixed this issue and is availabe for Presenter 9 customers as a patch .

          Please update your Presenter using Presenter->Help->Updates.

           

           

           

          Thanks

          Alpi

          • 2. Re: Time Out Issue - reverting back to a prior version of Adobe Presenter?
            checkman123 Level 1

            Hello Alpi

             

            Thanks for responding.  Maybe a little more as to how we are using Adobe Connect may help me here.  We do not use Adobe Presenter as a desktop application.  We only know we are using Adobe Presenter when we upload fles in to Adobe Connect, and a window comes up and says "Adobe Presenter 9" and then goes away after upload of the file.  So, if there is a patch we need to install, we are kinda at a loss as to how to do that within Adobe Connect.  Presneter is NOT loaded on our computers, so how do you update Presenter for Adobe COnnect?  Any help would be great!

            • 3. Re: Time Out Issue - reverting back to a prior version of Adobe Presenter?
              alpi agarwal Adobe Employee

              Hi,

               

              Connect team wanted Presenter to implement a message box that would pop-up whenever connect session times out.  This was necessary to stop content from playing when session times out and accuracy of reporting. With this change from both Connect & Presenter, when session times out we show a message box saying that ‘Connect session timed out’. When user presses ‘Ok’ button, content will be closed and the user will be taken back to ‘Login’ screen. This is how it is implemented.

               

              1.      Once the session is timed out, the subsequent http-posts give a response code ‘-3’ to indicate that session is invalid.
              2.      Presenter checks for this error code for every http-response.
              3.     Once we receive this, we show the message box.

               

              And to support this behavior, there was a change made on the Connect server side also in 9.1 version. However this change does not work properly on Connect servers which are below 9.1. This is because they always return an error code of -3 in meeting scenario.

               

              Details of Pr 9.0.2 Fix:

              Since connect team has no plans for back-porting this fix into older version of connect ( i.e, before Connect 9.1 ), Presenter have added code  to check the connect server version and if it is below 9.1, Presenter do not show the session timeout warning message. Otherwise Presenter show the message since the connect server has the right implementation to support this behavior.

               

               

              Having said this,

              It will be fixed for you only if you have a adobe Presenter 9.0.2 content uploaded in a connect meeting.

              You may update yoyr Presenter using Presenter->Updates.

              And hence any content from PRESENTER  9.0.2 on Connect version greater than equal to 9.1 will not have this problem.

               

              Hope this makes things clearer to you.

               

               

              Thanks

              Alpi

              Adobe Presenter Enginering Team

              • 4. Re: Time Out Issue - reverting back to a prior version of Adobe Presenter?
                checkman123 Level 1

                Hello Alpi,

                 

                I understand why the issue occurs, but we CANNOT update Presenter using

                the patch you recommend.  We DO NOT use presenter at all for creating our

                content, so we do not know how we can install the patch.  Can you help!!!!

                 

                Kind Regards,

                 

                Clifford Heckman, PMP

                Operations Manager

                Dale Carnegie Digital

                631.415.9350

                • 5. Re: Time Out Issue - reverting back to a prior version of Adobe Presenter?
                  alpi agarwal Adobe Employee

                  Hi ,

                   

                  Adobe Presenter is used to create content . Once you open the Presenter content in Connect, you will not see the timeout message.

                  So this fix is only for the Presenter content.

                  Also Adobe Presenter is not used to upload some other content (Non Presenter content) to Connect.

                  So I need some more information here: 

                  1. What tool you use to create content ?

                  2. How are you uploading the content in a meeting. Directly from desktop or some zipped folder.

                  3. The exact steps you follow.

                  Also it will be good if you can share some sample content you have with me.

                  Please inbox me at alpagarw@adobe.com

                   

                  Thanks

                  Alpi Agarwal

                  Adobe Presenter Engineering Team