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SpencerNovo
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Troubleshooting DPS Connection issues - Sign in failed.  Please try again.

Sep 6, 2012 9:07 AM

Tags: #cs5.5 #dps #indesign #cs6 #folio_builder

All of our users are having trouble connecting to the Digital Publishing Suite through the Folio Builder in InDesign.  Whenever we try to log in we get a "Sign in failed.  Please try again." error.  I'm almost positive it's something in our network that's causing the problem, but I'd like to see if I can narrow it down so I can direct our security dude in making an exception.  I think DPS only uses port 443 for communication so I'll make sure that's open, but is there any other potential areas where I can do some investigation?

1524 Views   11 Replies   Latest reply: Neil Enns - Adobe, Mar 5, 2013 12:26 AM
 
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  • Lohrii Alo
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    1. Lohrii Alo,
    Sep 6, 2012 9:20 AM   in reply to SpencerNovo
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    Are you guys able to login to the DPS dahsboard? (https://digitalpublishing.acrobat.com/welcome.html)

     

    when a an ID is first set up, it requires that you login to the dashboard and accept the terms and policies to active the Adobe ID.

     

    If yes but not on the panel, then your network firewall can be blocking access to DPS sites. I can provide you more documentation if the answer is yes.

     
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  • SpencerNovo
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    2. SpencerNovo,
    Sep 6, 2012 9:25 AM   in reply to Lohrii Alo
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    Hi Lohrii,

     

    Thanks for the speedy reply!  Yes, we can log into the DPS dashboard, and actually we were able to connect to DPS until last week.  I'm investigating any changes to our network that might have caused this.  I did just upgrade everyone to CS6, but I'm having trouble on a machine using CS5.5, so I don't think it's that.  Any documentation is welcome. 

     
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  • SpencerNovo
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    3. SpencerNovo,
    Sep 6, 2012 9:48 AM   in reply to SpencerNovo
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    Hey Lohrii,

     

    Thank you for the list!  To be clear, we are unable to connect in both CS5.5 AND CS6. I'll work on making sure our firewall is out of the way.  

     
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  • SpencerNovo
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    4. SpencerNovo,
    Sep 6, 2012 10:17 AM   in reply to SpencerNovo
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    Looks like it's a proxy issue, and not a firewall issue.  Disabling the proxy settings in IE seems to do the trick.  This is a decent work around until we figure out how to configure our proxy server to allow for these exceptions. 

     
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  • Lohrii Alo
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    5. Lohrii Alo,
    Sep 6, 2012 10:26 AM   in reply to SpencerNovo
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    Ok, thanks for the update. Your IT can help with the exceptions

     
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  • mark..s
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    6. mark..s,
    Mar 3, 2013 10:09 PM   in reply to SpencerNovo
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    Hi Lohrii,

    I am having the same problem from my work PC. The folio builder doesn't work through our authenticating proxy, and I need to whitelist the Adobe servers. Are you able to provide the IP addresses rather the names that need to be white listed?

    Thanks.

     
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  • Lohrii Alo
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    7. Lohrii Alo,
    Mar 4, 2013 7:49 AM   in reply to mark..s
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    Mark, list of sevrices you need to whitelist is in the thread above

     
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  • mark..s
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    8. mark..s,
    Mar 4, 2013 1:47 PM   in reply to Lohrii Alo
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    Hi Lohrii,

    Our firewall needs discrete IP addresses, not just the names. It is quite likely that some of those hostnames can be served by multiple IP addresses. Especially *.acrobat.com and *.services.adobe.com

     
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  • Lohrii Alo
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    9. Lohrii Alo,
    Mar 4, 2013 2:17 PM   in reply to mark..s
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    Please PM me your e-mail and I'll send you the IP address

     
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  • Joseph Wan
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    10. Joseph Wan,
    Mar 4, 2013 8:05 PM   in reply to Lohrii Alo
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    Hi, I posted in another thread. I seem to be having the same problem. I added *.acrobat.com and *.services.adobe.com to the proxy network but still no luck. Any ideas?

     

    Thanks.

     
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  • Neil Enns - Adobe
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    11. Neil Enns - Adobe,
    Mar 5, 2013 12:26 AM   in reply to Joseph Wan
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    Joseph and I resolved this issue in the other thread. I'm locking this thread to avoid confusion by others adding new issues to it. If you are reading this thread and have sign in issues please start a new topic with your specific issue. Thanks!

     

    Neil

     
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