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Currently Being Moderated

Adobe BrowserLab not responding

Mar 11, 2012 1:57 PM

Tags: #adobe #browserlab #not_responding

I didn’t have any problem using BrowserLab through Dreamweaver CS5.5 in the local/network preview until today.

 

When trying to preview in Adobe BrowserLab I am getting:

 

“We’re sorry, but your network preferences prevent

us from communicating with the server.

 

Please enable online access and try again.”

 

I have never changed or altered any of my network preferences and was able to use it just fine in the past.

 

 

 

Any help is much appreciated.

 

Thanks

 
Replies
  • Currently Being Moderated
    Mar 11, 2012 4:47 PM   in reply to rborov

    Have you recently made any changes to your registry settings, especially ones regarding CS Live? Does BrowserLab work for you if Dreamweaver is closed and in your browser you go to https://browserlab.adobe.com? Is it possible that you recently changed your password for Adobe.com?

     

    Mark

     
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  • Currently Being Moderated
    Mar 12, 2012 1:26 PM   in reply to rborov

    Aha, I think I know what this is. In the BrowserLab panel in DW open the menu (a list icon in the upper right of the panel) and choose Permission Settings... In the dialog that appears ensure that Allow is chosen and choose Ok.

     

    Try that and let me know if it's working for you.

     

    Hope this helps,

    Mark

     
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  • Currently Being Moderated
    Mar 12, 2012 2:00 PM   in reply to rborov

    Hi Rumeliya,

     

    Hmm, ok, there's only one more thing I can think to try right now. Look for a CS Live button inside of DW. It should have a bluish icon with concentric circles. In DW for Windows it's in the application title bar toward the right side. Click on that button to open the menu. If it doesn't show you as logged in, can you log in and try again? Have you registered your copy of DW and accepted the CS Live Terms of Use there?

     

    Mark

     
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  • Currently Being Moderated
    Mar 12, 2012 2:47 PM   in reply to rborov

    The first thing to check is exactly what that message says. Is there any chance you modified your hosts file or that you've got firewall software that would prevent DW from talking to anything at Adobe.com? Can you think of any other reason why DW would not be able to contact Adobe.com?

     

    Also, I know there's a post floating around out there somewhere in Internet-land that describes how to turn off CS Live by fiddling with the registry. You haven't done that, have you?

     

    Can you think of the last time you were able to do a local preview test? Have you made ANY changes to your system or configuration (new software, settings changes, or anything) since then?

     

    Mark

     
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  • Currently Being Moderated
    Mar 12, 2012 3:21 PM   in reply to rborov

    Hi Rumeliya,

     

    Not FireWire... firewall. Something appears to be blocking DW / CS Live from communicating with the servers at adobe.com. The most likely culprit would be firewall software monitoring and preventing Dreamweaver from making that connection.

     

    You said you installed some other software since it was last working... my best guess is that one of those pieces of software (which you didn't specify) either changed a network setting, changed something in the registry, or somehow is blocking Dreamweaver's communication.

     

    Mark

     
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  • Currently Being Moderated
    Mar 12, 2012 5:04 PM   in reply to rborov

    Hi Rumeliya,

     

    I'm running pretty short of ideas here. I'm going to point you to another forum thread and have you check into some registry settings. Check out this:

    http://forums.adobe.com/thread/959080?tstart=0

     

    Do you have the "Adobe-CS-5.5-renga" registry setting as described there? What value does it have? It's not an identical issue but it's fairly similar and worth checking into.

     

    Beyond that, send me a private message with the Adobe ID login you use for DW and we'll try to check into things on our side to make sure your account isn't a bad state somehow.

     

    Mark

     
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  • Currently Being Moderated
    Mar 12, 2012 5:07 PM   in reply to Mark Rausch

    As long as you're checking the registry, can you also check out these settings: http://kb2.adobe.com/cps/846/cpsid_84665.html and tell me what the values are?

     

    To be clear, I'm not asking you to make any registry changes right now, I'm just asking you to look for those two different settings and tell me what you find there.

     

    Thanks,

    Mark

     
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  • Currently Being Moderated
    Mar 13, 2012 5:06 PM   in reply to rborov

    The instructions for that article are for disabling CS Live internet access... that's exactly the opposite of what we're trying to do. I wanted you to check the value to ensure it wasn't 0. It needs to be 1 so that CS Live can communicate with the servers at Adobe, so you really need to change it back to 1.

     

    Beyond that I'm pretty stumped what could be going on here. Can you post some screenshots of the messages you're seeing... seeing some context around the messages might help me out here.

     

    Additionally, I'd like you to email your AMT3.log file directly to me, mrausch (at) adobe (dot) com. Instructions on how to locate the file on your machine are here: http://forums.adobe.com/message/3443382#3443382 in a post by Carey Burgess.

     

    Finally, are you using a registered copy of Dreamweaver or is this a trial version?

     


     
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  • Currently Being Moderated
    Mar 14, 2012 2:52 PM   in reply to rborov

    Great. Don't forget to send me that log file I asked for

     
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  • Currently Being Moderated
    Mar 14, 2012 3:33 PM   in reply to Mark Rausch

    Hi Rumeliya,

     

    I got your log file now, thanks.

     

    Based on what I'm seeing in there, it looks like something on your computer or network is blocking communication with our servers. Again I have to ask, are you sure you don't have any firewall software or hardware that could be blocking that communication?

     

    Mark

     
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  • Currently Being Moderated
    Mar 14, 2012 4:22 PM   in reply to rborov

    Nope, thanks. Are you doing this on a home network or a work network? Is there any way you can try switching networks to see if you get a different result on a different network?

     

    In the meantime I'll try talking to some people around here who know more about CS Live than I do.

     

    Thanks,

    Mark

     
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  • Currently Being Moderated
    Mar 15, 2012 12:48 PM   in reply to rborov

    Hi Rumeliya,

     

    I just sent you an e-mail with some information that should help you get this sorted.

     

    If you have any questions, or if we can help further, please reply back to my e-mail directly, or reply here in the community.

     
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  • Currently Being Moderated
    May 21, 2012 10:39 AM   in reply to rborov

    What was the solution????? I'm having the same issue!!

     
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  • Currently Being Moderated
    May 23, 2012 8:28 AM   in reply to Capt. Mac

    C'mon guys - same problem here - what's the big secret?

     
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  • Currently Being Moderated
    Jun 13, 2012 9:15 AM   in reply to Carey Burgess

    Hello! Bump #3? Can you at least post the fix from Carey's email? Seriously?

     
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  • Currently Being Moderated
    Jun 13, 2012 10:04 AM   in reply to Nyartboy

    We've determined that there are two possible causes to this issue:

     

    - The software is not properly activated.

     

    - You (or an administrator) have disabled Internet access for Adobe online services.

     

     

    To check if access to Adobe online services have been disabled on your computer, see this article: Disable access to Adobe CS service extensions

     

     

    If that is not the issue, then the cause has to do with activation. Te resolve the issue, perform the steps in the solution of this article: http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-i ssues.html

     
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