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Installer Troubleshooting

In Adobe Connect Central, choose Administration > Service Plan > Change Service Plan > Cancel Your Plan. You can also cancel your subscription from the Adobe Connect online store. Simply enter your order number and order password to access your account. Get more information about managing your Adobe Connect account in the Adobe Connect FAQ.

docker.errors.DockerException: Error while fetching server API version: ('Connection aborted.', FileNotFoundError(2, 'No such file or directory'))

This error message displays when Podman isn't installed properly, or the user has logged in using the root user (sudo su). Follow the steps below:

Remove Podman, sudo yum remove podman-remote.
Log out of the current user and log in again.
Run, ./external/install.sh.

Note: Do not change the user to root ("sudo su" or any other related command) or use sudo while running the script.

The media server needs 1 :1 NAT, which means any traffic egress and ingress for the media server for the internet needs to use the public IP. The media server auto-discovers its public IP to use the STUN protocol, once you have configured 1:1 NAT for the media server on your router or firewall. Please go to the admin interface of the WebRTC gateway and make sure that the mediaver can detect its public IP address.

https://adminwebrtc.yourdomain.com/admin/#/servers

Media Server is not reachable from Clients even after 1:1 NAT working fine

The WebRTC Client uses ICE and tries to establish an audio-video stream with the media server in the order below:

UDP in port range 35000 to 65535
TCP over port 3478

TLS over port 443
C12 WebRTC based Client will try all options (TCP and UDP) , before it switches to TLS over port 443

Connect 12 is by default designed with the assumption that CPS and WebRTC and New Connect Cluster (aka NCC) are in the same VLAN/VPC or broadcast domain. In case you've them in different networks, ensure that you've proper layer three routing between CPS and NCC/WebRTC to have network connectivity in both directions.

To check the network connectivity between CPS and NCC, use CURL and Telnet.

CPS and NCC connectivity work over HTTPS only.

The error below appears in the FMGW container logs. The second Redis instance is set to run as a replica.

ERROR [FM.LiveSwitch.Signalling.Server.IdleThread][-] 2022-07-21T12:46:29.439Z Unexpected error in idle thread.
StackExchange.Redis.RedisServerException: READONLY You can't write against a read only replica.

Solution:

Open the configuration file corresponding to the Redis service and modify the value of the attribute "slave-read-only" to “no”.

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Troubleshooting & help

How do I create my own Adobe Connect room?

Can I sign up for a free trial of Adobe Connect?

Can I download the Adobe Connect application before a meeting starts?

Can I restrict who can join my Adobe Connect room?

How can I determine the capacity of my room?

How do I record a meeting?

Can I use Adobe Connect for video conferencing?

How do I mute my microphone?

Where is my meeting recording?

Where can I get help with my Adobe Connect On-Premise deployment?

Can I use Connect as an LMS?

How do I set up an event or seminar?

I need info on managing Adobe Connect.

How can I recover my password?

How can I change my credit card info?

My trial expires soon. What happens to my meeting room?

How do I cancel my account?

What licenses do I need to migrate from Old to New licenses?

Errors while running MainInstall.sh

Media Server is not reachable from clients

CPS is not able to reach the API gateway

FM Gateway does not start

Installer fails with Invalid Repository name format error.

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