Helping You Get The Best FranklinCovey Experience

This message appears when the meeting room is not yet opened by the facilitator. Please check the scheduled time for the meeting (usually the meeting room is open 15 minutes prior the meeting) or contact your facilitator for more information.

First carry out a System Check with following link: http://support.liveclicks.com/systems_check.php

Please follow action points if needed.

If you have installed Adobe Connect just before the webinar, we recommend restarting your device and entering the meeting room again.

If Adobe Connect still does not open, please try a different browser:

• Mozilla Firefox (Version 35+)
• MS Edge or IE (Version 9+)
• Safari (Version 13+)
• Google Chrome (Version 62+, when Chrome is used you will be forwarded to download the Adobe Connect application to participate)

This problem is usually caused by bandwidth issues – especially if you use Wifi. For a more stable internet connection we recommend using a wired connection to your router via an ethernet cable.

If you need to use WiFi, please do the following to increase bandwidth capacity and increase connectivity:

• Please check if your Wifi has a bad connection. In this case restart your modem or router
• Close all bandwidth intensive applications such as: Outlook, Skype, MS Teams, Dropbox, etc
• Disconnect all devices which use your Wifi

If you are trying to login through a VPN, it could be that your company’s firewall is preventing the login. Please ask your IT team if you could disable the VPN during the meeting. Alternatively, if possible, use your personal device.

Ensure no other applications are open during this session except for the LiveClicks meeting room. Close email, chats and other applications.

Check your internet connection – if it is poor, please follow the instructions under point 4.

If the internet connection is fine but you still experience issues, please follow the instructions under point 3 (we recommend trying the Google Chrome browser).

Please check your computer speakers and ensure they are turned on and the volume is up. Click on the speaker button at the top if it is not green.

If you still can’t hear, click on the drop-down next the speaker and choose a different speaker if the option for multiple sound options is there.

If audio is cutting in and out, run a test on your bandwidth at https://www.speedtest.net/ and ensure the download speed is above 5Mbps.

On the top right menu ‘Meeting’ we recommend going through the Audio Set Up Wizard.

Please check your microphone and ensure it is turned on. Close all applications which could also use your microphone (Skype, Zoom, MS Teams) and restart Adobe Connect.

Videos streaming quality is based on individual bandwidth; the video might stutter for you but is performing well for other participants. Please follow the instructions for improving internet connectivity under point 4.

If you hear audio echo or audio feedback during your meeting, there are three possible causes: A participant has both the computer and telephone audio active. Participants with computer or telephone speakers that are too close to each other. Multiple computers with active audio in the same conference room. To avoid echoes, we recommend using a headset. If a headset cannot be used, please Mute until you speak.

Please check your webcam and ensure it is turned on. Webcam viewing can also be enabled but this depends on how the facilitator wants to deliver. If it is enabled, you will see a Webcam icon. To activate the webcam click on it so it turns green.

Check if the webcam is used by MS Teams, Zoom etc. To make the webcam available for LiveClicks please close these applications – restarting Adobe Connect can be necessary.

Using a webcam may have a negative effect on your LiveClicks experience – if this is the case we recommend to turn your webcam off.