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Adobe Help Viewer not installed?

New Here ,
Jun 01, 2012 Jun 01, 2012

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I recently upgraded from InDesign CS5 to InDesign CS6 on a desktop PC running Windows 7. I purchased it via a download from Adobe.

When I try to use InDesign Help under the Help menu, nothing happens for about 10 seconds, and finally I get this error message:

Adobe Help Viewer is not installed and you are not connected to the internet. Please check your internet connection, or reinstall InDesign

Actually, I am indeed connected to the internet. I have uninstalled and reinstalled InDesign several times, to no avail. Why would Adobe Help Viewer not have installed? What can I do to correct this? Thank you.

-Bob

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correct answers 1 Correct answer

Community Beginner , Aug 05, 2012 Aug 05, 2012

Hi Jeff, I actually found the solution just after posting my message: http://helpx.adobe.com/creative-suite/kb/help-manager-troubleshoot-error-codes.html

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LEGEND ,
Jun 01, 2012 Jun 01, 2012

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Are you connected to the internet through a proxy server? Do you have a firewall set not to let somethings through?

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New Here ,
Jun 06, 2012 Jun 06, 2012

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Hi Michael,

Yes, I connect through a proxy. Adobe.com is whitelisted on the firewall on the usual proxy. Just to be sure, I have tried a alternative proxy that is open, but that didn't seem to help.

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Community Beginner ,
Aug 04, 2012 Aug 04, 2012

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I second this issue. Am not behind a firewall, am connected to the net, have installed and reinstalled several times, still the same issue.

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Adobe Employee ,
Aug 05, 2012 Aug 05, 2012

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Manamedia what type of software firewall are you utilizing?  I would recommend adjusting the settings to allow the Adobe Help Viewer to connect to the Internet.

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Community Beginner ,
Aug 05, 2012 Aug 05, 2012

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Hi Jeff, I actually found the solution just after posting my message: http://helpx.adobe.com/creative-suite/kb/help-manager-troubleshoot-error-codes.html

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Adobe Employee ,
Aug 05, 2012 Aug 05, 2012

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Thank you for the update Manamedia.  I pointed another user to this document so I am happy to hear that it is helpful for resolving these type of issues.

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