It's good to hear back from you. I just have a few additional questions to help narrow down the cause.
Are you able to sign into CS Live in your CS5 applications? (Go to Window > Extensions > Access CS Live. You'll either see an error, you'll see an option to sign in, or you'll see an option to sign out.) Let me know what you see there.
Does Mini Bridge work properly? In Photoshop, for example, go to Window > Extensions > Mini Bridge.
If you log into a different user account on Mac OS, does Kuler work as expected? If you don't have another account already created, please create a new one so you can test this. If you're not familiar with creating accounts, see this article:
i'm not able to sign into CS Live. It displays an error "There is a problem connecting to the adobe servers".
The Mini Bridge is working. Normally i'm not using it, but there are no issues in that 10 min i'm playing with.
I tried a guest account and the admin account. In both accounts Kuler also doesn't work (no connection).
OK, then it sounds like it's a network connectivity issue. Let's check for sure. (Thanks for your patience, by the way.)
Try going to these addresses in your web browser:
These are both HTTPS (secure) addresses, so be sure to enter them that way.
The first one should load a blank white page. No errors or anything.
The second one may give a security warning (if so, you don't need to go any further on this one), or it will load a blank page.
Let me know what happens with these. If you get errors, take a note of what the error was.
Also, in the Finder go to /Library/Application Support/Adobe and look for the CS5ServiceManager folder. Get Info on it (CMD+'I' or contrl click > Get Info), and let me know what the Size is as well as how many items there are.
Thanks for humoring me.
Doesn't look like it's a connection problem, but the size and number of items for the CS5 Service Manager is less than mine. (I have 858 items, totalling 26.5 MB.)
So, either CS5 Service Manager is just broken, or you don't have the latest update for it. Try downloading the update from here, and then installing it:
Let me know if there are problems installing the update (which I somewhat expect since you said the Updater reported no updates were available). We can repair the Service Manager if needed.
I've installed the update without any problems. I didn't knew about this update. Now the folder size is 24.5 MB and contains 786 items. Still no Kuler.
In the past i installed all updates manually. When i now run the updater in FW, a error appears (screenshot).
The firewall is disabled (for testing)! And i don't know which "internet settings". I don't have problems with my internet connection.
I don't know what else to do ...
Been following your progress (or lack thereof) with Mario. Since I am able
to connect just fine (both Kuler and Adobe in general), from all my CS4
programs but not from any CS5 (though I used to be able to). Since I am
experiencing the identical problem on both my work PC and my home PC
(Windows 7), I would guess that this problem must be fairly widespread. I
just installed the CSXS update you recommended. Still can't connect but it
did place two items in the registry that were not previously present. I have
attached 2 screen shots showing the 2 folders and their contents/keys
(CSXS2P Preferences and CSXSP Preferences). You will note that the first
value in both folders is not set, and I have not yet fiddled with it. Any
thoughts/suggestions? What should a "healthy" CS5 registry look like (or
CS4, for that matter)? I might also mention that, although I can connect
from CS4 Photoshop, etc., since I really don't use CS4 anymore I haven't let
the programs update themselves when prompted, guessing that therein may lurk
the cause of the problem I am experiencing with CS5 and not willing to
completely relinquish my Kuler connection (in particular), just yet.
I'll wait a bit longer, but soon may just bite the bullet and re-install
CS5, a solution that has apparently worked for some of us. In any case, many
thanks for your efforts.
I don't see any screen shots in your message, but here are the default values for the two registry keys you mentioned:
You'll note that the "(Default)" values are in fact blank.
There are also simlar keys under HKEY_CURRENT_USER, which should have the same information as is in HKLM, and also some additional entries.
The size and number of items in the CS5ServiceManager folder are still not what they should be, so it seems that some files were missing to begin with and the update didn't replace them.
To fix this, please do the following:
Let me know whether or not that helps with the Kuler issue, and also what the size of the CS5ServiceManager folder ends up being.
I'll give up ...
I deleted the 3 folders, run the installer and let Fireworks check for updates. It installed a few updates for all applications (Pixel Bender Toolkit, Adobe Media Encoder ...) and now all applications are up-to-date.
CS5 Service Manager now has 18 MB and 615 items.
Oh, btw. Kuler is still not connecting. I'll not try anything more, especially i'll not reinstall any CS5 app. Not for Kuler. I don't know why this issue exist. I know that i'm not the only one and that it's not related only to Mac's. And because i'm not forced to use Kuler, i'll let it like this. Maybe someday it's working again.
Many thanks to Carey who really wanna help and cares! Adobe needs more people like you ...
Many thanks to Carey. It seems after all that a complete re-install is the
only solution *which is pretty much what her last suggestion was). I will do
so in the next day or two and report back.
Okay folks, it's official (at least for me). I did a complete uninstall of
CS5, and then re-installed. Kuler, CS Live work like a charm, didn't even
have to set preferences for connection, etc. However, I have not yet updated
any of the individual components, so therein may lie the rub. I can't see
not updating simply to avoid recurrence of the problem, but if it does occur
again, at least I will know where to start looking. Good luck.
Addendum for anyone still checking: Following my complete reinstall of CS5,
with fingers crossed I went ahead and updated all components. It is with a
great sigh of relief that I can report: all is well, am still able to
connect with Kuler and CS Live.
Bye for now...
It seems, that Adobe has some build-in "Kuler Voodoo". I've a weird story:
I've done some work in PS and tried automatically the Kuler Panel. No connection. After that i go to the Preferences. My external HD was replaced and i want to add the HD again as a scratch disk. I've done this and saved the Prefs. And then i clicked again the Kuler Button. And it connected!!!!!!! Closing the Kuler Panel. Opening - no connection. Again prefs, go, lets say, to the plug-ins section, check the box for the additional plug-ins folder, uncheck, save. Klick the Kuler Panel- connection. Close the Kuler panel, reopen-no connection.
I've done this several times. Could someone explain what happens here??? Oh, in all other Apps Kuler is still not connecting. The "save the prefs" temporary solution is not working there.
Well, my friend, I would highly recommend that you try completely
uninstalling, then re-installing the entire CS5 suite. My money is on an
Adobe update as original cause, and that though there is undoubtedly a way
to correct without re-installing, at this point (for most of us) it is the
simplest (if inconvenient) solution. What is particularly mysterious to me
is that it is occurring on both platforms (Mac Win), and that it only
affects CS5 not CS4. Who needs puzzle and adventure games when our own
workaday software provides such mysteries, eh?
thanks for your wishes. And you're right! It seems that a complete de-install and a new install is the only solution.
This week my new beloved 27" iMac arrived. I installed everything Adobe and run all updates and what should i say. Since two days i've permanent Kuler connection. ;-)
I don't know what the problem was. But i think that a not so complete deinstall of CS4 (maybe some prefs remains) could be the reason. Anyway. For me it was easy, because on a new machine everything has to be installed and no "pref garbage" is on the disk. But also for existing installations only the complete re-install brings the Kuler back.
Glad to hear that you're sorted. As an added bonus, once I re-installed, I
was finally able to install InCopy, which for some reason I had never before
been able to accomplish. As for Adobe itself, while poor customer service,
etc. is always annoying, far more disturbing is the lack of competence
displayed by the company who (however gently) has a large part of the design
community, as well as a good portion of the broader business community, by
the balls (so to speak).
Anyway, best of luck...here's hoping you stay connected.
Oddly, this worked for me as was suggested earlier...
I went to Preferences, Plug-Ins, clicked and unclicked the additional plug-ins folder then OKAY.
I tried another search in the Kuler panel and voila... it turned black, ran the circular animating status wheel, and came back with the results of my search.
This was on Snow Leopard Mac, CS5 Photoshop - I haven't tried any other app in the suite but I only use it in PS.
Strange workaround and obviously I hope something more permanent can be found but giving it that preference "kick" to reset it seemed to work.
EDIT TO ADD: I should note that this is as temporary as it gets for a workaround - as soon as you close the Kuler panel it's back to a connection failure and you have to repeat the above again. Same goes for restarting Photoshop in general. So, if you have a work session that can be a long one - leave the Kuler panel open the whole time.
Lastly, I'm not in a lab or office environment - my IT department is me and I haven't made any permissions changes for plug-in connections. I also can't imagine re-installing to get this working. It seems from other posts since CS4 this is an Adobe issue.
Message was edited by: DanoDSM
Thanks for your suggestion. This was actually one of the early proposed
solutions tried by myself, Mario and, I assume, countless others, to no
avail. That it worked for you, only highlights the mystery, as does the fact
that the problem was cross-platform. I won't be surprised if it pops up
again, but for now all is right with the world (well, Planet Adobe
Good morning, Seretones,
Thanks for the reply. So, after the time you've spent on this are you saying that the re-install is the only option that ultimately works/lasts? (Barring Adobe actually fixing it themselves)?
I love Kuler and love it even more with its CS5 integration but re-installing... that's a task I'd rather not do unless it's a last resort.
Well, as I understand it, your solution seems to have worked (for you).
Again, my case was like this:
1. 2 PC's, Windows 7 (laptop & desktop)
2. Both had CS4 Suite and CS5 Suite installed
3. Always kept current with updates, both for Windows and CS5 - but not for
CS4, (due to non-use) which is one reason I think that something in one of
the Adobe updates was the culprit (the other reason being that it was
happening on both Mac and PC platforms).
4. One day (on both machines), CS5 could no longer connect, neither Kuler *
nor* to CS Live
5. CS4 on both machines could connect, both to Kuler and to CS Live
6. Meantime, was trying to install InCopy, which failed on both machines,
producing all sorts of arcane error messages (72 "fatal errors" , as I
7. Finally, totally uninstall-ed then re-installed CS5 and...voila! Back to
normal, with added bonus of finally being able to install InCopy...tada!
8. Since re-install, have successfully run all updates with no ill effect,
knock on wood (emulated through skillful and subtle manipulations of the pen
tool and gradient mesh).
Compared with all the hoops that Carey (kind as she was trying to be) was
putting poor Mario (luckynorth) through, editing the registry and so on, a
re-install does seem to be a comparatively straight-forward solution.
Depends on your setup, work situation, etc., I suppose.
I seem to recall that another hapless soul was able to achieve success with
your particular fix...but had to run it each time! Hope that is not the
case for you, my friend. BTW... is true that Adobe is planning to abandon
the Mac platform altogether, or is that just a vicious rumor?
In the Tremendum....
So the only solution is install/uninstall
Here what I did with photoshop in plugin disable allow extensions to access internet and enabled and it is working for current session
Anyone make permanent? without reinstalling CS5
In my case, even that temporary "fix" did not work. But having followed
every thread I could find, and trying every suggestion on offer (sometimes
from very well-intentioned Adobe techs), no matter how arcane or convoluted,
in the end a re-install was the only fix (on two separate machines in my
case). I know that it's not voodoo (despite appearances to the contrary), so
there must be something in the registry that holds the key, but I wasn't
clever enough to find it. Just re-install and don't look back, would be my
advice. Nevertheless, would really appreciate a heads up if you actually
find another permanent solution. Good luck.
After a few weeks i can say: The same as before! Yesterday i tried the kuler panel in PS and: Yeah! No connection again!
I really don't know on which day it stopped working. After the new installation of all my software on the new iMac everything was fine. I was not installing any new software. I've just done a few updates for other apps over the time. I'm not sure, but i think it has something to do with other software. On my MacBook the kuler connection is fine. I compared all prefs between the two machines, i installed all Adobe updates, i checked the firewall settings ... Everything on the iMac is the same as on the MacBook. Except the different apps (on the iMac are far more apps installed.
I'm really angry. I'll not reinstall anything. I just wanna let you know, that a complete reinstall is (at least for me) not a solution. Maybe one day Adobe is able to tell, what the problem is and maybe there is a fix for that. Maybe ...
Thank you all for your patience.
As of now, the issue appears to be resolved 100% of the time by uninstalling and re-installing the software.
We are still investigating the cause of the issue, though, so we can provide a less impactful way to fix the issue.
We will update this thread when we have more information.
Any suggestions for backing up all my goodies before I try a re-install?
I've got quite a few custom patterns, gradients, shapes, brushes, etc. I'd hate to have to create them all from scratch. Is the export *.pat (for example) the best option for each of these things or is there a more global, one-step solution that's quicker?
Uninstalling doesn't delete presets and preferences by default. (You have to check the "Remove Preferences" checkbox in the installer to make that happen.)
So, they should be safe.
However, it is always recommended to have a copy of your presets saved.
In Photoshop, you can do this in a more central way via the Preset Manager (in the Edit menu), but it's still exporting one type of preset at a time.
I'm not too familiar with the options in the other products, though. The files that store the presets are typically in /Users/<USER NAME>/Library/Application Support/Adobe/<PRODUCT NAME>, so you could just make a copy of the applicable folders there to be on the safe side.
Season's Greetings to one and all...
After going through the weeks of trial and error a while back - along with
everyone else - and finally fixing the problem by going through a complete
re-install, I suddenly find that I am once again unable to connect, not only
to Kuler, but to the implacable "Adobe Server" as well. Just like before.
Having developed a more-or-less infinite reserve of patience (through a
series of increasingly complex quests and side quests in the enchanted realm
of Adobeland; who needs Myst when one has this level of challenging puzzles
to solve?), looks like I'll have to wipe my weary brow and enter into the
dragon's lair yet again. Results to be reported in due course.
Meanwhile, I have been going on the hypothesis that a recent Adobe update is
the culprit, so I would be interested to learn whether this condition has
appeared for anyone who knows for certain that they have not installed any
Adobe updates (say within the past 3-months or so). Since the problem
appears to be cross-platform, Windows Update would seem to be exempted from
the list of usual suspects (unlikely as that may seem).
Best of luck. As always, if anyone is holding a light at the end of this
tunnel, please switch it on...NOW!
Mitaka-shi, Shimorenjaku 2-12-23
Mikasa Haim #101
Tokyo, Japan 181-0013
We understand your concerns and thank you for your patience. We are investigating this issue. In order to understand the problem better, it will be great if you could take out the time to answer a couple of questions:
- After re-install, it seems that you were able to connect to kuler for some duration, right?
- Are you able to connect to other services/extensions e.g. CS Review etc?
nice to hear from you again. But not so nice, that you have, like me, the same kuler problems again after a complete reinstall. The only thing i can tell you, that it seems to be not update related. On my Macbook i've installed the same updates, it's using the same network connection and kuler is working like a charm.
Lest my comments appeared snide or ungrateful, let me hasten to add that I
actually do feel Adobeland to be something of an enchanted realm. Really
quite miraculous software that enriches all our lives (even as it drives us
a bit crazy from time to time: typical love/hate relationship).
As to your questions: yes, after the reinstall a few months back, all was
well. Not sure exactly when things reverted, since it wasn't until a few
days after seeing a new message on this forum a few days ago, that I
discovered the awful truth: once again banished from the realm. Although I
love Kuler, I am not checking or using it daily, so it was only when someone
wrote to this forum again that it came to my attention. As for CS Review,
Adobe Browser Lab, Adobe Story, etc. (which I also don't really use),
clicking on them opens up a page in my browser (Chrome, just for your
information), which I assume means they are "working"
As before, the problem with Kuler and the "Adobe servers" appeared
simultaneously on both my work and my home PC (both Windows 7 x64), but *
unlike* the previous occasion, CS4 (also installed on both PCs) can no
longer connect. Previously, CS4 was able to connect to both Kuler and Adobe
I'll get back to you after holding my breath, crossing my fingers and doing
a complete re-install.
Mitaka-shi, Shimorenjaku 2-12-23
Mikasa Haim #101
Tokyo, Japan 181-0013
Carey, thank you for the info about backing up. I don't know why my mind didn't think of the Preset Manager, ha ha. I'm coming off Windows to Mac and a leap from CS3 to CS5 - apparently I am still stuck in an old frame of mind. Thank you.
As for the updates - I'm somewhat obligated to keep up with updates on this work system so, as far as I know, it's been updated regularly and a check appears to confirm it's current. These problems existed with the Kuler panel (if memory serves) 2-3 updates ago and after a few, too. So, it would appear it worked fine up to a point of updates, and since then has not improved after a few updates, either.
As this discussion as evolved I should say that I did not have a chance to re-install but it appears that may not be a denominator anyway and I think I'd prefer to not do so unless it was proven to be a final solution.
I also just want to echo that I appreciate this forum and people's efforts - so thank you all.
Funny how such a seemingly "little thing" like a Kuler panel integration can be such a big deal. However, it's a charming service that I actually use a great deal and when I cound out there was a panel INSIDE PS I was thrilled. So, for me I know it's not a major feature overall but personally it's a fantastic cherry on top. So, I hope we can get it working again soon.
1st Adobe should make something for this. Is problem minor for most of user but still is a prob
2nd Perhaps is the updates of MacOSX, after updated maybe something do to turn off the the connection
3rd I cannot make everytime re-install to fix the problem
The problem has nothing to do with OS. Same happened on our studio for Windows 7/XP SP3 systems. Actually, in a whole newspaper building, with probably 35 PC/MAC CS5 machines, each one of them cannot access Kuler or CSLive (Illustrator, Photoshop, Indesign, it doesn't matter). Adobe had the audacity to suggest to our admin that our serials were pirated... our newspaper has bought these product since Aldus was manufacturing Pagemaker and has a "wall of fame" for the product boxes as old as 1990...
Your suggestion of 25 October worked!
Clicking and unclicking the Additional Plug-Ins Folder box in Preferences magically connected Kuler. And you're right… it's a one time fix.
I don't user Kuler that often so taking that extra step is no problem.
Thanks for the tip.
Amazing... I can confirm it worked for PS CS5 (only for one launch though). However, I didn't manage to unfreeze Kuler for Illustrator, where I need it most, it still does not connect, and the trick with Additional Plug-ins Folder does not work. CS Live still does not connect (only CS Review does...).
As you can see this is terribly messed up... so again:
Adobe, get your sh*t together...
I'm glad the one-off workaround is satisfactory for you. I can't take credit for it - I was just repeating some previously mentioned info by smarter folks than me.
However, to any mods/employees reading: the network connectivity, permissions, etc. is NOT an issue for me and we can see in previous posts for others, either.
So, we're back to square one and I don't believe it's accurate to let this be listed as possibly answered when we all have 100% failure still after previous solutions and a couple thousand page views from others who may be experiencing this.
I'm not angry - I just don't want this to be dropped because the folks who are more skilled than I are running out of momentum on this. Kuler and CS5 are both Adobe products/services... I think Adobe is in the best position to solve this.
I'd be happy to keep troubleshooting - but after previous experiences and reading from others I think I'll have to decline a re-install test. So, if there's anything else I can test against it'd be my pleasure to try.
While always glad to learn that a fellow flounderer has found even a brief
respite, I'll have to second the comment that, as anyone who has been
following this epic quest from its early beginnings will recall, this "fix"
was proposed and quickly recognized as a limited solution for a lucky few.
Sorry about that, but here's hoping it continues to work for some folks.
Mitaka-shi, Shimorenjaku 2-12-23
Mikasa Haim #101
Tokyo, Japan 181-0013
To all of those still experiencing this issue:
It is true that uninstalling/reinstalling the software has not fixed the issue for everyone, or at least it appeared to be only a temporary fix for some.
In order to find out the root cause of this problem, and therefore determine the permanent fix, we need some additional information from at least a few of those that are having this issue.
When you use services like Kuler in CS5 applications, a log file is created that we can use to help identify the cause of the failure. It is called AMT3.log and is created in your computer's "temp" folder.
This document details where these "temp" folders are:
On Mac OS, a quick way in the Finder is to choose Go > Go To Folder, type /tmp and click Go.
On Windows Vista or Windows 7, a quick way to get to the "temp" folder is to click Start, type %temp% into the Start Search box, and then press Enter.
On Windows XP, a quick way is to choose Start > Run, type %temp% into the Open text box, and then click OK or press Enter.
Since the forums don't support attachments, please e-mail the amt3.log file to us: firstname.lastname@example.org
In your message, please also let us know whether you are using a trial or a purchased product, since it will help us to identify the cause.
on OS, my tmp folder cannot be found.
Checking and unchecking the additional plug ins in PS has enabled kuler, but as previously mentioned, there is no function to do this in Indy or Illustrator, which is where I personally need it the most.
Anything else that could be done inside these applications?
What OS version do you have? Assuming it's a Mac, go to the Apple > About This Mac to see the exact version there.
Your system has a /tmp folder, but it's not visible if you try to navigate to it via Finder. By choosing Go > Go To Folder, you can navigate to it, though. Did you use this method?
Other than the solutions presented here so far, which work for some, there's not much else we can advise until we get more information. Please answer the above questions so we can proceed to the next step.
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