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Ladd_Films
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Help!  Getting error when trying to login using Mac

Aug 29, 2010 7:18 AM

I am getting an error no matter whether I use Firefox or Safari on my Mac when attempting to log into Adobe Story.  The error says "Failed to get user Preferences" and it forces me to log out  Any ideas on what is causing this?

 
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  • Currently Being Moderated
    Sep 5, 2010 6:57 PM   in reply to Ladd_Films

    Hi Ladd,

     

    Can you provide the error message that you are getting? Are you able to log in using a windows machine?

     
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  • Currently Being Moderated
    Sep 14, 2010 8:35 PM   in reply to Ladd_Films

    So sorry for the inconvenience - we will have someone get back to you within the next couple of hours.

     
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  • Currently Being Moderated
    Sep 14, 2010 9:23 PM   in reply to Ladd_Films

    Hi,

     

    We need your help in isolating this issue. Could you please install Firebug addon for Firefox browser? You can install it from following link:

    https://addons.mozilla.org/en-US/firefox/addon/1843/

     

    After installing this, you need to go to following options in Firefox:

    1. Launch Firebug

    Tools> Firebug> Open Firebug or press F12

    2. Go to "Net" tab in Firebug and enable it

    Now you'll see all network traffic

    3. You'll see "getUserPref.PHP" (please see snapshot)

    4. Click on this

    5. Click on Response tab

    Now copy this content and then send it to following email id:

    neeraj at adobe dot com

     

     

    This will help us in isolating the problem.

    FireBug_GetUserPreference.JPG

     

    Please let us know if you find these steps problematic. In that case we can try to do troubleshooting using Adobe Connect.

     

    Regards,

    Neeraj Gupta

     
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  • Currently Being Moderated
    Sep 15, 2010 10:49 AM   in reply to Ladd_Films

    You can try the steps mentioned @ http://forums.adobe.com/thread/721120?tstart=0

     

    Also I would recommend you to uninstall Adobe AIR and Adobe Story and then reinstall both.

     

    Thanks

    Adobe story team

     
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