Technical Support


What equipment or software do I need to join a webinar? 

  • Carswell Professional Development Centre uses Adobe Connect, a web conferencing software that allows live, online meetings for anyone that has an internet connection and the appropriate software installed
  • Please review our technical requirements for Adobe Connect. We strongly recommend using a wired internet connection, an up-to-date browser and an up-to-date version of Flash. The latest Adobe Flash Player is available for downloading here:
  • Test your meeting connection: If you have never attended an Adobe Connect meeting before, please click on the following link to test your computer’s compatibility, software versions and internet connection speed:

 What kind of Internet connection is required?

  • Minimum connection required: DSL/Cable Internet Connection
  • For optimal performance wired connections are highly recommended.  Also, close any unnecessary applications as they compete for CPU and client bandwith to the internet

How do I log into Adobe Connect? Do I need a password?

  • Upon registration, you will receive an email containing a link which will automatically log you in to the Adobe Connect meeting room.

I cannot hear any audio.

  • The audio for this session will be broadcast over the internet.  Be sure you have PC speakers plugged in with the volume set to an audible level. If you are in a location where excessive noise is not permitted, we recommend using headphones.
  • Use the Audio Setup wizard to set the correct hardware option.  Meeting menu, Audio setup Wizard.  In screen 2 of 5 Select your PC audio hardware.  Click Next until finished
  • If you wish to listen by telephone instead, please click the telephone icon located in the toolbar at the top of the Adobe Connect meeting room. Select "Dial in to the Audio Conference via phone" and follow the instructions.

My company uses a proxy server to control internet access. Being behind a proxy server may affect your ability to access Adobe Connect. Try the following:

  1. Within Internet Explorer select Tools > Internet Options > Advanced tab.
  2. Enable the setting Use HTTP 1.1 through proxy connections and click OK.
  3. Close all browser windows and re-open before trying to connect to meeting again

I cannot get into the meeting room:

Once you click on the link provided, the meeting will launch in your browser.  Once the meeting host accepts you into the meeting, the meeting room interface appears.  If you are having meeting login issues, please check the following simple items to help resolve meeting access issues.

  • Have you registered for the event?
  • Are you connected to the Internet?
  • Disable popup blocker software.
  • You may be using a proxy server. See above to resolve.
  • Clear the browser's cache.
  • Try logging in through a different browser
  • Are you accessing the correct URL?
  • Try connecting from another computer.
  • Still having problems? Contact us at

Sound is cutting in and out

  • This is a connection speed issue.  Use a wired internet connection, or try to work as close to the wireless router as you can.  Make sure you have set your connection speed in Adobe Connect to the type of connection you’re using.

 Sound cuts out entirely

  • Close the Adobe Connect session and your browser. Then reopen both to join the session.

  Adobe Connect room appears to freeze

  •  Quit Adobe Connect and log back in to refresh the connection.

 You can’t get Adobe Connect to load correctly (‘white loading screen’)

 You can’t get the ‘File Download’ or ‘Web Link’ pods to work

  • This is usually because of popup blockers, as both of these pods open up new windows.  Please disable popup blockers on your browser.
Last modified: Wednesday, 16 October 2013, 10:12 PM