Skip navigation
Ladd_Films
Ladd_Films Calculating status...
Currently Being Moderated

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?

629 Views   6 Replies   Latest reply: Deepak - Adoby Story Team, Sep 15, 2010 10:49 AM
 
Replies
  • Pankaj-Adobe Story Team
    Currently Being Moderated
    1. Pankaj-Adobe Story Team,
    Sep 5, 2010 6:57 PM   in reply to Ladd_Films
    Report

    Hi Ladd,

     

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

     
    |
    Mark as:
  • Ladd_Films
    Currently Being Moderated
    2. Ladd_Films,
    Sep 8, 2010 6:21 AM   in reply to Pankaj-Adobe Story Team
    Report

    On windows it is a no go for me as well.

     

    The error message is the same as the original post "failed to get user preferences"

     
    |
    Mark as:
  • Ladd_Films
    Currently Being Moderated
    3. Ladd_Films,
    Sep 14, 2010 8:07 PM   in reply to Pankaj-Adobe Story Team
    Report

    Still having issues with this.  Error is the same...it says "getting user preferences" then "ERROR Failed to get User Preferences" and has me log out.  This is becomming increasingly frustrating and I have not seen any assistance from the Story Team.  Is there another way to get support on the CS LIVE services?

     
    |
    Mark as:
  • EricaSchisler
    Currently Being Moderated
    4. EricaSchisler,
    Sep 14, 2010 8:35 PM   in reply to Ladd_Films
    Report

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

     
    |
    Mark as:
  • Neeraj Gupta Story Team
    Currently Being Moderated
    5. Neeraj Gupta Story Team,
    Sep 14, 2010 9:23 PM   in reply to Ladd_Films
    Report

    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

     
    |
    Mark as:
  • Deepak - Adoby Story Team
    Currently Being Moderated
    6. Deepak - Adoby Story Team,
    Sep 15, 2010 10:49 AM   in reply to Ladd_Films
    Report

    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

     
    |
    Mark as:
Actions

More Like This

  • Retrieving data ...

Bookmarked By (0)

Answers + Points = Status

  • 10 points awarded for Correct Answers
  • 5 points awarded for Helpful Answers
  • 10,000+ points
  • 1,001-10,000 points
  • 501-1,000 points
  • 5-500 points