Are you running a firewall? Muse needs to be able to make an http connection to Adobe's servers. Firewalls usually allow this, but it's possible your firewall is set up to block certain http connections. Please try turning off any firewall running on the machine and see if that resolves the error.
Are you running on a corporate network, or a home network? The following are the exact addresses you need to be able to reach through your firewall:
https://ims-na1.adobelogin.com : 220.127.116.11
https://adobeid-na1.services.adobe.com : 18.104.22.168
https://na1r.services.adobe.com : 22.214.171.124
If you're running on a corporate network it is likely that there are network rules causing this block.
Is there a reset of Adobe ID permissions that can be done? Firewall does not seem to be issue here. This only started Friday after upgrading to 7. Initially in upgrade i locked myself out on entering a password. Am i locked out on this IP?
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.
Our IT people insist that there is nothing blocking my requests to the links you provided in an earlier response. We turned off anything that could have blocked access, and I still can't get Muse to start or even ping those IP addresses. In addition, I don't have the files on my machine that you said I should remove.
I do not seem to have either of those files and I have turned my firewall off, still with no luck. However I do have a text document in my Documents labeled Muse Log. Does that have anything to do with the problem? In an earlier thread someone asked about it and I never found out the answer.
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 firstname.lastname@example.org.
I'm using a mac on wifi and I get the unexpected error. When I plug in my ethernet cable, it signs in ok. I cant really use my ethernet cable due setup. It would be strange to always have to plug in a cable to use muse instead of wifi all day. Any new resolution on this issue?
Zak, is there any solution? Sounds like many people are receiving that message. I know its new and some bugs may appear but it use to work, but not perfectly and it would take a few tries to finally get through. Right now, it will not let me through and simply stop trying every hour. This is a paid service. Thanks!
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.
I'm having the same issue. I can't connect on my home or my corporate network. I'm not running any firewall. I am running Windows 7. Each time I try, I'm prompted by a dialog box about the certificate being unknown or untrusted. Could this be part of the problem? Please advise.
I've been emailing back and forth with the Adobe Team and they resolved my issue. The mentioned that there was some crossup in the subcription under my account. THey had to clear the server state on their backend. Sorry I cant be a little more detailed but that's what I was told and it's fixed. Seems like they also released an update for muse. I was able to contact them via email at email@example.com.
Hi I just started to get this error at the worst time. I just migrated to a new mac and get the above error when I try and log in. All my other adobe software is fine. I uninstalled, re-downloaded and ran all updates but nothing changed. I do not even have a firewall activated so very much doubt this can be the issue.
Anyone able to help?
Count me in as another who is getting this error and can no longer connect to get up and running. I've been using Muse for a few months and this just came up out of the blue around June 10. I'm a Windows 7, 64bit user. Firewall shouldn't be an issue.
Hi ZICI and pacificachris,
Would you please email me the log file /Users/<user>/Logs/PDApp.log (Mac) or %temp%/PDApp.log (Win) to firstname.lastname@example.org (with the subject FAO James)? That will help us to diagnose the cause of this issue for you, and provide a resolution.
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 email@example.com with a link to this thread and ATTN James. Thanks.
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.
Still no fix here? Going off ST Mikey Mike's post there's a mixup of account subscriptions, and it seems to be affecting quite a few people.
Just downloaded an update, same error. Win 7. I have the .db file in OOBE.
We have to individually email firstname.lastname@example.org to have it fixed?
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:
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.
i've tried to get to these sites, as suggested:
i can get to the first one, but i'm getting "there's a problem with this website's security certificate" on the other three. is there any way to overcome this error? i'm running windows 7 and IE 8.
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