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richhelvey
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Re: Having trouble activating your Creative Cloud subscription in trial applications?

Jun 25, 2012 1:17 PM

I get an "Internet connection required for subscriptions" error.  And yes, I'm connected to the internet, but I am behind a pretty mean firewall.  Product Updates can see my proxy and download, but Activation can't?

2215 Views   12 Replies   Latest reply: richhelvey, Jul 17, 2012 10:24 AM
Branched from an earlier discussion.
 
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  • Jeff A Wright
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    1. Jeff A Wright,
    Jun 25, 2012 10:41 AM   in reply to richhelvey
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    Richhelvey are you utilizing a software firewall?  Are you using Mac OS or Windows?  I would also recommend reviewing Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual - http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-i ssues.html.

     
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  • richhelvey
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    2. richhelvey,
    Jun 25, 2012 10:50 AM   in reply to Jeff A Wright
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    NBC has a pretty hardcore firewall, but I can hit activate.adobe.com and whatnot manually.  And I went through everything on the page you link, both by myself and with tech support.  My case has been escalated to the next level because the guy I was talking to went through all the procedures he knew of.  Right now I'm trying to install it on a different artist's machine to see if it's just my computer, or something we're all facing over here.

     
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  • Jeff A Wright
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    3. Jeff A Wright,
    Jun 25, 2012 11:54 AM   in reply to richhelvey
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    Richhelvey it sounds like you are on the right track.  Your IT department will also need to allow Internet access to PDApp.exe or Adobe Application Manager.app for Windows and Macintosh systems respectively.

     
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  • richhelvey
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    4. richhelvey,
    Jun 25, 2012 12:48 PM   in reply to Jeff A Wright
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    Yeah...  I doubt IT is going to do that.

     
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  • Jeff A Wright
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    5. Jeff A Wright,
    Jun 25, 2012 1:12 PM   in reply to richhelvey
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    Will these applications require Internet access otherwise you will be unable to utilize a subscription for your Adobe software.

     
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  • richhelvey
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    6. richhelvey,
    Jun 25, 2012 1:15 PM   in reply to Jeff A Wright
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    Why aren't they proxy-aware like every other piece of software I own?

     
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  • Jeff A Wright
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    7. Jeff A Wright,
    Jun 25, 2012 1:20 PM   in reply to richhelvey
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    Branched this discussion out to a new thread.  CS6 is actually compatible with proxy servers.  I would recommend you continue to work with your IT department. 

     

    As previously mentioned they will likely need to add an exclusion to allow PDApp.exe and/or the Adobe Application Manager to access the Internet.  This is unrelated to a proxy server and has to do with the configuration of the Firewall.

     
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  • richhelvey
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    8. richhelvey,
    Jun 27, 2012 7:28 AM   in reply to Jeff A Wright
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    Question from our show's IT guy:  Can you tell us what the IP addresses, port  and name of system that the Adobe Cloud software is supposed to communicate with? 

     

    He'll pass that info on to NBC IT, and hope they open things up for us.

     
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  • Jeff A Wright
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    9. Jeff A Wright,
    Jun 27, 2012 8:54 AM   in reply to richhelvey
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    Part of this information is in the document which was previously referenced in message #1.  You need to have access to https://activate.adobe.com and https://lm.licenses.adobe.com/.  These currently resolve into 192.150.16.69 and 192.150.16.211 respectively.  You will also need port 23, 80, and 443 available.

     
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  • richhelvey
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    10. richhelvey,
    Jul 17, 2012 7:25 AM   in reply to Jeff A Wright
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    Our IT guy talked with an Adobe guy for a while, and they determined that the proper ports are open, but it's still not working.  Here's another question from him:

     

    it looks there communication needs to translate on port 80 to make to work behind the proxy .. can you check if they can do that  or find alternate protocol that can transverse traffic on port 80 – because the web-proxies do not understand anything other than port 80 ..

     
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  • Jeff A Wright
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    11. Jeff A Wright,
    Jul 17, 2012 9:53 AM   in reply to richhelvey
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    Is your I.T. guy saying that they are restricting traffic depending on what information is being sent through?  At this point I would recommend you or your I.T. department work directly with our support team.  For the best assistance, I recommend our chat support at http://adobe.ly/yxj0t6.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

     
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  • richhelvey
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    12. richhelvey,
    Jul 17, 2012 10:24 AM   in reply to Jeff A Wright
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    Thanks,

    I've passed that along.

     
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