Your firewall or some other utility may be blocking Muse from connecting. Please make sure you are not running any other utilities (e.g., norton, etc) that could be preventing Muse from connecting to Adobe servers.

If you are certain no other utilities are running, please try searching for and deleting your MBLStore/* and OOBE/opm.db files on your machine. Doing this may resolve the error.

If you are seeing the first screen 'Unknown Error', could you please check to see if the file /User/<user>/Application Support/Adobe/OOBE/opm.db (Mac) or  \Users\<username>\AppData\Local\Adobe\OOBE\opm.db (Win) exists. If it does not, could you please email me the log file /Users/<user>/Logs/PDApp.log (Mac) or %temp%/PDApp.log (Win) to boag@adobe.com.

Thanks, Alan. Would you be able to send me the log from %temp%/PDApp.log to boag@adobe.com?

I've been assuming you're the same Michael that James has been having a lengthy e-mail dialog with and we're now waiting on a server-side adjustment to your account. If that isn't you, please let me know and I'll see this thread gets attention. Thanks.

Hi ZICI and pacificachris,

Would you please email me the log file /Users/<user>/Logs/PDApp.log (Mac) or %temp%/PDApp.log (Win) to muse-support@adobe.com (with the subject FAO James)? That will help us to diagnose the cause of this issue for you, and provide a resolution.

Thanks,

James

Mac OSX 10.7.x hides some folders.

Go to "Go to Folder..." in the "Go" menu in the Finder and type "/Users/<yourusername>/Logs" and click "Go". In the folder that appears, find the PDApp.log file and please send it to muse-support@adobe.com with a link to this thread and ATTN James. Thanks.

Hi Rose,

If you open Finder and then select Go > Go To Folder from the top menu, then type in ~/Library/Logs that should take you to the correct folder (even though it may be hidden, in 10.7/Lion and later versions of Mac OS). There, you should find the PDApp.log file.

Best,

James

There are multiple different causes of login failures. In order of frequency:

1) opm.db file becomes corrupted and must be deleted. We're working to isolate the cause of this.

The opm.db file can be found in the OOBE folder in:

on Mac: <yourusername>/Library/Application Support/Adobe

on Windows XP: <youruser>\Local Settings\Application Data\Adobe

on Windows 7: <youruser>\AppData\Local\Adobe

Deleting this file will often address the error.

2) Inability to get to the internet. This is most commonly due to unusually strict firewall settings or anti-malware software. Muse must be able to reach:

https://na1mbls.licenses.adobe.com

https://ims-na1.adobelogin.com

https://adobeid-na1.services.adobe.com

https://na1r.services.adobe.com

You can go to these links in your browser to verify they're accessible from your machine. If they load a webpage from Adobe, then the connection is working as expected.

3) Muse incompatibility with some USB broadband connections. If your connection to the internet it through a USB broadband card, you many need to connect by other means to start your trial/subscription. We're working to address this incompatibility.

4) Account issues that require server-side fixes. To my knowledge STMikeyMike's situation is the only one to-date that's required a server-side fix.