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Leader Graphics
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CS6 design standard update server issues

Jul 23, 2012 4:37 PM

Have recently purchased three copies of CS6 Design Standard. Two copies are installed on Windows XP machines and the third resides on a Windows 7 64-bit machine. All three installed correctly (as far as we can tell) and are registered, which we have confirmed on MyAdobe. The two XP installs have no problem connecting to the update server which we access through the Help menu in any of the CS6 applications, but under Win7 we receive an error 'The update server is not responding. The server may be offline temporarily, or the internet or firewall settings may be incorrect.' There is no firewall installed on the machine and we have no trouble connecting to the internet otherwise. Tried rolling back Windows updates and reinstalling CS6, but neither have worked. Any advice would be much appreciated. And before you say 'Miniport Wi-Fi adapter', no we're not using wireless and so it's not showing up in the Network and Sharing Center.

2041 Views   9 Replies   Latest reply: Dov Isaacs, Jul 23, 2012 7:26 AM
 
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  • Dov Isaacs
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    1. Dov Isaacs,
    Jul 22, 2012 9:36 PM   in reply to Leader Graphics
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    Although you may not have explicitly installed any firewall software on your Windows 7 system, by default, Microsoft's own firewall is enabled as part of the Windows installation. It remains on (and potentially interrupts normal internet operations) unless you either disable it or change its settings.

     

    Check on that and then advise as to whether the problem is resolved.

     

              - Dov

     
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  • Leader Graphics
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    2. Leader Graphics,
    Jul 22, 2012 9:58 PM   in reply to Dov Isaacs
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    Ah yes, I realised this and disabled all instances of the firewall - public, domain and home. Even cleared the 'Local Area Connection' checkbox for which connections the firewall applies to. This was one of the first things I tried.I'm an old hand at this game! Thanks anyway.

     
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  • Dov Isaacs
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    3. Dov Isaacs,
    Jul 22, 2012 10:04 PM   in reply to Leader Graphics
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    We do know that this software is indeed installable under Windows 7, either 32-bit or 64-bit. I have never personally seen this failure ... yet.

     

    One other thing to try is to disable UAC (User Account Control) and see if that resolves the problem. If it does, you can reenable it after the activation completes.

     

    Of course, there is the possibility that the Adobe server involved went down temporarily in which case, you could reasonably expect that by Monday morning California time it should be up again (I hope that isn't the problem, but it is the easiest one to fix from your perspective).

     

              - Dov

     
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  • John Hawkinson
    5,512 posts
    Jun 25, 2009
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    4. John Hawkinson,
    Jul 22, 2012 10:08 PM   in reply to Leader Graphics
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    I don't suppose, if you open %SYSTEMROOT%\SYSTEM32\DRIVERS\ETC\HOSTS in Notepad, that there are any adobe.com references? There should not be, but if there are, that may be the problem.

     
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  • Dov Isaacs
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    5. Dov Isaacs,
    Jul 22, 2012 10:11 PM   in reply to John Hawkinson
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    If you do find that type of entry in the hosts file, we certainly want to know about it at Adobe, including information about what else you may have knowingly or unknowingly installed on that system!! 

     

              - Dov

     
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  • Leader Graphics
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    6. Leader Graphics,
    Jul 22, 2012 10:21 PM   in reply to Dov Isaacs
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    Disabling UAC didn't help, and the XP machine right next to me is having no trouble connecting to the server.

     
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  • Dov Isaacs
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    7. Dov Isaacs,
    Jul 22, 2012 10:28 PM   in reply to Leader Graphics
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    Assuming you don't find what John Hawkinson suggests you look for, I regrettably suggest that you may need to contact Adobe Technical Support by phone. They may know of other glitches experienced by other users that may get you passed this problem.

     

              - Dov

     
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  • Leader Graphics
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    8. Leader Graphics,
    Jul 23, 2012 12:03 AM   in reply to John Hawkinson
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    Nope. HOSTS is clean as a whistle.

     

    Thanks Dov and John for your help. Called tech support and here's the rundown for anyone having a similar problem. I was instructed to try modifying the HOSTS file only to discover that I was not permitted to save the newly changed file. But I was logged in via our ONLY user account - an administrator account! An administrator with no admin privileges! What!!!?? Solution - create a new user (administrator) and run the update again. Worked perfectly.

     

    Message was edited by: Leader Graphics

     
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  • Dov Isaacs
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    9. Dov Isaacs,
    Jul 23, 2012 7:26 AM   in reply to Leader Graphics
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    Glad to know you are up and going (and that Adobe Tech Support was able to assist you) and will remember that wrinkle. By default, the first user account created by Windows is an Administrator-equivalent account with full administrator privileges. Wonder what happened with your system.

     

              - Dov

     
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