FAQ

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General questions


Do I have to pay for Adobe Connect?
No, Adobe Connect Hosted Trials are for a limited time only. If you would like to continue to use the Adobe Connect account after your trial expires, you can purchase a pay-per-use plan. There is no monthly fee with the pay-per-use plan.
Is Adobe Connect free?
Adobe Connect Meetings for three participants are completely free. Customers can sign up and instantly receive an Adobe Connect Meeting room at no cost. These persistent virtual offices will empower you and your teams to increase deep collaboration and spur rapid productivity.
The tool will provide you with unlimited virtual meetings for a capacity of up to 3 participants. Meet whenever and wherever and enjoy zero restrictions on the length of your sessions.
Is Adobe Connect safe?
Adobe Connect relies on the safety of the host system against intruders, so keep servers secure when private and confidential data is at risk. Adobe Connect is designed to take advantage of native environmental features such as file system encryption.
Do I need Adobe Connect to join a meeting?
How do I join an Adobe Connect meeting? To enter a Connect meeting room, you will need the meeting room URL* and to log in as guests. Right-click your cursor over the meeting room URL and select Open Hyperlink from the side menu. An Adobe Connect web browser page will open.
What is an Adobe Connect meeting?
An Adobe Connect meeting is a live online conference for multiple users. The meeting room is an online application that you use to conduct a meeting. It includes various display panels (pods) and components. There are several prebuilt meeting room layouts.
How do I share my screen in Adobe Connect?
Share your screen (Host or Presenter)
- Do one of the following to open a Share pod: Choose Layouts > Sharing. ...
- Click the pop-up menu in the center of the Share pod, and select Share My Screen. ...
- Set Screen sharing options.
- Click the Share button at the bottom of the Start Screen Sharing window to begin sharing.
The screen-share is a secure, encrypted, and direct link between you and your expert. No one else can join the session without the Join Session link. Your expert cannot read, access, or download files on your computer while they are sharing their screen with you.
What is Adobe Connect webinar?
Adobe Connect is a web conferencing platform that enables collaborative experiences that include video, audio, screen-sharing, polls, chat, Q&A, document sharing and much more. There's nothing for participants to install or configure, Adobe Connect works in any modern browser.
What is Adobe Connect learning?
Adobe Connect Learning provides a complete solution for rapid training and mobile learning, enabling customers to quickly create, deliver and measure live and on-demand training for consistent deployment of training across devices.
Can I upgrade my Adobe Connect Hosted service plan?
Yes. Adobe Connect Pay-Per-Use (PPU) customers can upgrade to a monthly service plan with five or ten seats. If you need additional seats or Adobe Connect features not available for PPU such as on-demand presentations, training or e-learning, contact us. We can help you with Adobe Connect's annual or licensed solutions.
I have one account, but I want another one. How do I get a new account?
You can purchase any number of accounts: remember that they are all billed separately and have separate content and user profiles. To purchase a new service plan, select the type and complete the purchase process. You can use the same email however use a different password for purchasing multiple Adobe Connect subscriptions under one Adobe ID. When you log in, if Adobe Connect finds more than one account, it asks you to select the one you want from a list. You can also talk to Adobe Sales regarding customized annual or licensed options that are most appropriate for your use patterns and business.

General questions 11.2


When did Adobe announce the end-of-life for Flash Player?
On July 25, 2017, Adobe announced plans to end-of-life the Flash Player on Dec 31, 2020. All modern browsers have been notifying users and will no longer allow enabling Flash players from Jan 12, 2021.
Will my old Flash content continue to work in my Adobe Connect rooms?
Hosted customers can continue using Flash content in Adobe Connect rooms set to Classic View until Jun 2021. On-premise customers can do the same until they upgrade to C11.2. Please refer to the resources on the General Information tab for recommendations to transition your Flash content to HTML.
What will happen if a user is trying to view old recordings with Flash content in the new HTML browser client?
If a user is trying to view an old recording with Flash content in an HTML browser, it will play in Standard View but show ‘content not supported’ for the Flash components of the recording. The user will be prompted to switch to the Desktop app in Classic View for better experience. Old recordings (from version C10.x onwards) can be viewed and converted to MP4 using the Classic application.
Why mixed view in same room will no longer work after Adobe Connect 11.2 release in Feb 2021?
With this release, Adobe Connect will upgrade to a new audio technology which will not be retrofitted in the older Flash-based Classic View. Hence a given room can either work with new audio codecs in Standard View or old audio codecs in Classic View.
Where can I see the most recent hardware, network and Systems requirements for Adobe Connect to work? 
Please visit the Technical Specifications and System Requirements page. Please note that older Flash-based browsers like IE11 are no longer supported since the Adobe Flash end of life on Dec 31, 2020. Users with Flash-based browsers will be asked to join via Adobe Connect native application.

11.2 For Hosted Deployments


Will customers be able to choose if or when to upgrade to Adobe Connect 11.2?
All our hosted customers will be upgraded to Adobe Connect 11.2 in Feb 2021. Our on-premises and managed deployment customers can choose their preferred upgrade paths.
How can I know when my Adobe Connect account will be upgraded to Adobe Connect 11.2?
You can enter your Adobe Connect account URL in this Upgrade Timetable tool to determine when your Adobe Connect account will be upgraded to C11.2.
What if we choose to keep using the Classic View beyond June 2021?
Adobe is deprecating the Classic View in June for all hosted customers. Customers who have an on-premise or managed services deployment can choose to upgrade on their schedule. While we will not be updating our legacy desktop applications, they will still be available on the AC Downloads and Updates page.
Where can I see the most recent hardware, network and Systems requirements for Adobe Connect to work? 
Please visit the Technical Specifications and System Requirements page. Please note that older Flash-based browsers like IE11 are no longer supported since the Adobe Flash end of life on Dec 31, 2020. Users with Flash-based browsers will be asked to join via Adobe Connect native application.

11.2 For On-Premise Deployments


Why should we consider upgrading to Adobe Connect 11.2?
The Adobe Connect 11.2 upgrade, our customers will leverage all the new and enhanced capabilities since C11.0 release (What’s new in C11.0), enhanced audio experience with latest codecs and noise cancellation libraries, and new features like native closed captioning (What’s new in C11.2). None of these enhancements or any future enhancements will be retrofitted in the older Classic View.
Where can I see the most recent hardware, network and Systems requirements for Adobe Connect to work? 
Please visit the Technical Specifications and System Requirements page. Please note that older Flash-based browsers like IE11 are no longer supported since the Adobe Flash end of life on Dec 31, 2020. Users with Flash-based browsers will be asked to join via Adobe Connect native application.

Billing questions


Upon trial expiry, what happens to my meeting room and phone conferencing number?
Once your trial account expires, you have the option of subscribing on a monthly or annual basis. Contact our teams or your local partner and learn more on prices and plans. The telephone conferencing number that Adobe Connect generated remains the same for as long as you own your meeting room.
Can I extend my Adobe Connect Hosted Trial?
No, Adobe Connect Hosted Trials are for a limited time only. If you would like to continue to use the Adobe Connect account after your trial expires, you can purchase a pay-per-use plan. There is no monthly fee with the pay-per-use plan. You are only charged per-minute, per-user for the minutes used in any meetings you hold. For more information regarding Adobe Connect Hosted services, go to the Adobe Connect Hosted Service Plan home page.
When my trial expires, can I keep the information in my account by purchasing a Service Plan?
Yes. Log in to your trial (even if it has expired) and click the Service Plan tab. Click the plan you would like to purchase. Once the purchase has been confirmed, your meeting information from your trial version is available to you again.

Remember, service Plans are for Adobe Connect Live meetings only. If you have uploaded training or presentation content with your trial, you don't have access to this content unless you purchase an annual subscription. Contact us for additional details.
When do you charge my credit card?
For monthly plans, we charge your credit card once a month on the anniversary of your sign-up date. For example, if you signed up on November 5, then subsequent billings occur on December 5, January 5, February 5, and so on. For annual plans, Adobe charges your credit card once a year on the anniversary of your sign-up date. For example, if you signed up on November 5, 2017, then subsequent billings occur on November 5, 2018, November 5, 2019, and so on.
How do I cancel my account?
Cancel before the date of your next billing cycle to avoid subsequent monthly charges. Follow any one of the following methods:
- Login to this self-help page using your Order Number and Password. Cancel your subscription.
- Contact us via email and request a cancellation.
Note: Contact us for any refunds.
How do I share my screen in Adobe Connect?
Share your screen (Host or Presenter)
- Do one of the following to open a Share pod: Choose Layouts > Sharing. ...
- Click the pop-up menu in the center of the Share pod, and select Share My Screen. ...
- Set Screen sharing options.
- Click the Share button at the bottom of the Start Screen Sharing window to begin sharing.
The screen-share is a secure, encrypted, and direct link between you and your expert. No one else can join the session without the Join Session link. Your expert cannot read, access, or download files on your computer while they are sharing their screen with you.
What is Adobe Connect webinar?
Adobe Connect is a web conferencing platform that enables collaborative experiences that include video, audio, screen-sharing, polls, chat, Q&A, document sharing and much more. There's nothing for participants to install or configure, Adobe Connect works in any modern browser.
What is Adobe Connect learning?
Adobe Connect Learning provides a complete solution for rapid training and mobile learning, enabling customers to quickly create, deliver and measure live and on-demand training for consistent deployment of training across devices.
Can I upgrade my Adobe Connect Hosted service plan?
Yes. Adobe Connect Pay-Per-Use (PPU) customers can upgrade to a monthly service plan with five or ten seats. If you need additional seats or Adobe Connect features not available for PPU such as on-demand presentations, training or e-learning, contact us. We can help you with Adobe Connect's annual or licensed solutions.
I have one account, but I want another one. How do I get a new account?
You can purchase any number of accounts: remember that they are all billed separately and have separate content and user profiles. To purchase a new service plan, select the type and complete the purchase process. You can use the same email however use a different password for purchasing multiple Adobe Connect subscriptions under one Adobe ID. When you log in, if Adobe Connect finds more than one account, it asks you to select the one you want from a list. You can also talk to Adobe Sales regarding customized annual or licensed options that are most appropriate for your use patterns and business.



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