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DVexpert
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Cannot activate CS5.5 - internet connection error with Adobe servers + customer service non-existent

Dec 7, 2011 6:04 PM

Tags: #problem #cs5.5 #activation #customer_service #activation_failure

Just purchased CS5.5 and it works fine however I am not able to activate it. The program says I don't have an internet connection but I clearly do I as I am able to connect to all websites & email etc...

I have tried to contact customer support 6 times:

Contact 1: on hold for 1 hour and 20 minutes after which I was disconnected

Contact 2: on hold for 35 minutes then told it was out of business hours

Contact 3: on hold for 45 minutes then someone picked up the phone and then hung up on me

Contact 4: on hold for 15 minutes then someone hung up on me

Contact 5: on hold for 5 minutes then someone spoke with me and told me to delete a "host" file in Windows32 folder on our system. This didn't fix the problem and then the support person simply hung up on me...

Contact 6: currently on hold for 55 minutes and still waiting...

 

What is happening at ADOBE? You used to be so reliable now I am not even able to get through to support? It is very worrying... I have no options available any more... what do I do?

 

PLEASE HELP PLEASE PLEASE PLEASE PLEASE I AM NOW PLEADING FOR SUPPORT!

 

Richard

 
Replies 1 2 Previous Next
  • Currently Being Moderated
    Dec 7, 2011 9:06 PM   in reply to DVexpert

    See the topic "Your computer cannot connect to activation site because of network problems"  on the page http://kb2.adobe.com/cps/100/1008779.html

     
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    Dec 13, 2011 2:36 AM   in reply to Preran

    i have tried this with my activation and it still won't work... i have internet connection and its not my fault adobe can't activate my software.... i just want someone to manually activate it for me I have already provided proof of purchase, education proof and the serial number to adobe support chatters and they have been no help whatsoever!

     

    I am very very disapointment with adobes lack of customer support and help for this simple matter.

     
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    Dec 13, 2011 2:46 AM   in reply to LuLuMil

    For the best assistance, I recommend our chat support at http://adobe.ly/v6wfLL.  Our chat representatives can provide a personalized experience to resolve the issues you describe.

    You could even activate by phone: contact Adobe Support to activate by phone using the dedicated Activation helpline, 1-866-772-3623

     
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  • Currently Being Moderated
    Dec 13, 2011 2:51 AM   in reply to Vikrant Rai

    hi vikrant - i have spoken to 3 different chat representatives who have been unable to resolve this matter.

     

    Also I am in australia so the number for your 'dedicated activation helpline' is also unavailable for me to use.

     

    I am able to provide all the necessary information to a human who can manually activate it but apparentlt that can't be done and I don't understand why.

     
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  • Currently Being Moderated
    Dec 13, 2011 12:18 PM   in reply to LuLuMil

    Hi LuLuMil--I just wanted to let you know that I'm not going to be able to personally assist you, but I'm doing some legwork here to get you some help. I am so sorry you've had such a horrible experience--this is not at all the type of service that we want to deliver. I hope we can turn things around for you quickly.

     

    In the meantime, could you also run through the steps in this doc, just to see if there's something getting in the way of reaching the activation server:

    http://kb2.adobe.com/cps/897/cpsid_89743.html

     
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  • Currently Being Moderated
    Dec 13, 2011 12:26 PM   in reply to DVexpert

    Hi DVexpert,

     

    Please go to this URL: https://activate.adobe.com/test

    If you receive an "error" 404 message then please do the following:

    Check the host file

    Windows 32 bit and 64 bit
    1. Locate the hosts file.
    2. Click Start, click Run, type "%systemroot% \system32\drivers\etc" and then click OK.
    3. Right-click the "hosts" file and select Open. Select Notepad for the application to open the hosts file.
    4. Save a backup of the file. Choose File > Save As. Name the file hosts.backup and click OK.
    5. Find 127.0.0.1 activate.adobe.com and delete this entry.
    6. Save the file and close it.

    If you receive a "status" 404 message then please try the steps here:

    http://kb2.adobe.com/cps/897/cpsid_89743.html

     

    One or the other should allow you to activate successfully. I do see successful activations in the past...is this a new computer?

     

    Best,

    Bruce

     
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  • Currently Being Moderated
    Dec 13, 2011 1:20 PM   in reply to Jeri H

    Hi Jeri,

     

    Thank you, I have previously looked at these tips and while I have been able to test some (to no avail) some of the others I am uncertain about trying on my computer as while i thinnk im relatively computer savy, codes, proxies and firewalls are not my speciality.

     

    Are you able to provide me with the name and number to call someone who can manually activate my software for me.  if I continue to have this problem which I am activately trying to fix and the time expires in which to do then what am i left with.... useless expensive software????

     

    I have spent the time and money to legally and correctly by this software.... not download a torrent or watch a video on youtube about how to get free photoshop and yet i still have to go through all this hassle to activate it?

     
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  • Currently Being Moderated
    Dec 13, 2011 1:37 PM   in reply to LuLuMil

    Hi LuLuMill,

     

    There is no manual activation option so we are not able to offer you such a thing. Activation can only occur online. Our tech support reps can walk you through these processes and watch your screen if they are intimidating to you. The tech support number for your region is 1 800 614 863.

     

    Best,

    Bruce

     
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  • Currently Being Moderated
    Dec 13, 2011 2:16 PM   in reply to brjivide

    ... on the phone waiting for 12 minutes so far

     
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    Dec 13, 2011 2:25 PM   in reply to LuLuMil

    .... 21 minutes waiting....

     
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  • Currently Being Moderated
    Dec 13, 2011 2:49 PM   in reply to LuLuMil

    LuLuMil, I have sent you a private message requesting your contact info so that we may contact you directly.  My apologies for the inconvenience you have experienced activating your product.

     
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  • Currently Being Moderated
    Jan 6, 2012 12:07 AM   in reply to Jeff A Wright

    I am also having the same issue as LuLuMil.

     

    I've spoken to Live Chat Customer Support who were unable to help and referred me to technical support. Spent 45 minutes on hold with Aus Technical Support before I had to hang up.

     

    I've tried the troubleshooting links that have been posted in this thread and OS X Terminal shows that I am connecting to the Adobe server just fine.

     

    It would be greatly appreciated, if you could please PM me as soon as possible to get this issue rectified. I only have 19 days left to activate the software. If you take a look at my account, the software has already been registered successfully. It just needs activation.

     

    Regards,

     

    Maya

     

    Screen shot 2012-01-06 at 7.01.11 PM.jpg

     
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  • Currently Being Moderated
    Jan 6, 2012 9:10 AM   in reply to lingbotphoto

    Lingbotphoto if you have tried all the solutions in this thread and are still having issues with activation then you will need to work with our support team directly.  For the best assistance, I recommend our chat support at http://adobe.ly/tl8Vx7.  Our chat representatives can provide a personalized experience to resolve the issue you have described.

     
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  • Currently Being Moderated
    Jan 6, 2012 6:51 PM   in reply to Jeff A Wright

    Jeff, I spoke to chat support before finding this thread. Both have not solved the problem.

     

    There has to be another way to activate the software right? Please advise.

     

    Thanks.

     
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  • Currently Being Moderated
    Jan 7, 2012 1:24 PM   in reply to lingbotphoto

    No really the only options are chat or voice support.  Although tech support via voice and chat is closed for the weekend.  Which country are you in?

     
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  • Currently Being Moderated
    Jan 7, 2012 1:55 PM   in reply to Jeff A Wright

    I'm in Australia.

     

    Chat support referred me directly to Voice support as they couldn't help me. I then got stuck on hold for 45 minutes before having to hang up as I have a life and really needed to get back to it.

     
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  • Currently Being Moderated
    Jan 7, 2012 4:42 PM   in reply to DVexpert

    Greetings everyone,

     

    I started this thread. Since the thread was posted, my activation issue has dissappeared - HOW I do NOT know. As a last desparate attempt, I uninstalled Norton 360 completely and this might have helped, however I am not sure. Doing the "ping" of activate.adobe.com still doesn't work even with Norton 360 uninstalled and all firewalls switched off. It is very strange that I am not able to ping activate.adobe.com and get a 404 error on https://activate.adobe.com/test but my issue is resolved... strange this seems still to be unresolved.

     

    In fact, I tested that URL and the Ping from over 8 different internet locations within Sydney (friends homes, offices, internet cafe etc) and NONE were successful. How does THAT make it a USER problem when NO ONE can access it???

     

    An Adobe rep contacted me directly by email and supported me directly, which was fantastic, but didn't actually help as all the support he provided was exactly the same as what I had done with other support by phone at least 5 times with no success.

     

    I organised a very skilled computer tech to assist me with my issue and he did everything he could to try and open ports and gain access for the activation but after 6 hours of trying his conclusion was "Adobe is having the issues, not the users".

     

    This seems to be a big problem with Adobe at the moment and should not be.

     

    ---------------------------------------------------------------------- ---------------------------------------------------------------

    To Adobe:

    I remind and highlight your responsibilities as a service/product provider, under the ACCC law:

    http://www.accc.gov.au/content/index.phtml/itemId/961908

     

    As a customer:

    "If a service fails to meet a consumer guarantee, you may be entitled to a remedy—either fixing the problem with the services, a refund or compensation for any drop in value from the original price paid—depending on the circumstances."

     

    Amongst other information within that page, I bring your attention to the fact that this issue your users are experiencing would be considered a "Major failure":

     

    There is a major failure when (as the customer):

    "you would not have engaged the service if you had known the nature and extent of the problem."

    "the service does not meet the reasonable expectations for that type of service, and the problem cannot be rectified within a reasonable time."

     

    and lastly, who is to fix the problem:

    "The guarantees are made by the person or business that is providing the service. This means the service provider is responsible for fixing a problem when the service does not meet a consumer guarantee."

    ---------------------------------------------------------------------- ---------------------------------------------------------------

     

    The runarounds Adobe is creating for customer, and hours of "on-hold" resulting in little or no customer service, is simply unacceptable and, in fact, a breach of your responsibilities and the law. Adobe... you seem to forget that our businesses or services rely heavily on your software to learn, teach, conduct business or whatever it may be. Our time is precious and the hours wasted to fix issues that shouldn't be there in the first place cost us a non-trivial amount.

     

    Although my issues have been resolved, I am still nervous as it may happen again - I have received no indication of any rectifications of the issue and it appears it is still a major failure with other customers, meaning it could happen to me again at any time.

     

    I would, and so would the rest of the people with these issues, like to know what your steps are, at a higher management level, to fix it and make sure it does not happen any more.

     

    I highly recommend that you escalate these issues as a matter of priority and get your best people onto it urgently.

     

    In the hope of a positive outcome,

     

    Richard

    A frustrated customer

     
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  • Currently Being Moderated
    Jan 8, 2012 6:50 PM   in reply to DVexpert

    Wow, up until 5mins ago I though this problem was isolated to my computer, but now I realise it is not. I have exactly the same issue, live in Australia, have paid for and recieved a serial number for my software but the Adobe software will not connect to the internet and activate! I have tried calling Adobe, and was on hold for over 20min's each time with no answer! I have tried the online chat, but they keep telling me it is an error with my internet, which is it obviously not considering i'm on it right now! Did anyone ever get a real answer about what to do???? Very Annoyed!

     
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  • Currently Being Moderated
    Jan 8, 2012 7:10 PM   in reply to 1995_tier

    Welcome 1995_tier,

     

    so sorry you are having the same problem - it is frustrating... VERY frustrating!

    I will be waiting a day or two and if there is no _serious_ response and plan of action from Adobe we will start to make some serious noise until we are heard. It is simply unacceptable to have such poor customer support with waiting periods of that length.

    Let's hope we don't have to go down that path. I know we would all rather have working software and get on with our work.

     

    Richard

     
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  • Currently Being Moderated
    Jan 8, 2012 7:15 PM   in reply to 1995_tier

    Happening here too in the UK.

     

    Started around 2-3 hours ago and have been googling potential solutions without luck since...

    It's 2:58am and I had planned to push through the night working on a client project. Impeccable timing Adobe!

     

    The issue began around midnight as I tried to start Photoshop CS5.1 up - Adobe Application Manager opened, Photoshop closed (as normal) but then AAM just sat lamely bouncing up and down in my dock for 5 mins - right click - 'Application Not Responding'. Great...

     

    I've tried:

       - Rebooting

       - Tried upgrading AAM / reinstalling it (mentioned somewhere on here) - can't install it - I get an AppleScript error code -1712 [event timed out]...

       - Following advice based on the above from googling around, I removed a font file from my macbook... still nothing.

       - i've checked my hosts file - no mention of activate.adobe.com in there

       - Ping activate.adobe.com - PING activate.wip4.adobe.com (192.150.16.69): 56 data bytes - Request timeout)

       - Accessing activate.adobe.com in chome sends me to https://activate.adobe.com/test which is a JBOSS Server giving a 404.

       - Tried waiting 2 hours and trying to run any CS5.5 app again

       - Tried renaming / deleting /Library/Application Support/Adobe/Adobe PCD/cache/cache.db

       - Tried starting any CS5.5 app without an active internet connection

       - Read through the file at /tmp/amt3.log - states my subscription has lapsed (adobe.com says otherwise...) - contents: http://pastebin.com/hhtZYwwd

     

    Prior to rebooting my macbook pro (early 2011 model) had been powered up for 4 days straight - at point of start up I opened Dreamweaver without issue and haven't installed any software since.

     

    No guesses / research pointers left to try - adobe, my £85 / month subscription is at your mercy. Please get this hugely expensive software working on my machine again pronto. If anyone from adobe wants to touch base my email is mark@camiloo.co.uk - please, please, please don't hold me up all night as I really night to work through whats left of tonight on this project for my client...

     

    Mark.

     
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  • Currently Being Moderated
    Jan 8, 2012 7:32 PM   in reply to DVESyd

    I'm trying Australia Technical Support again. Been on hold 20 minutes so far - I better get an advisor soon.

     
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  • Currently Being Moderated
    Jan 8, 2012 7:42 PM   in reply to Mark_Newby

    I know how you feel Mark, I got adobe software to make my study easier, NOT HARDER!

     

    I have projects that are due in the very near future that i've been locked out of working on! Arrrrrrrrrr

     
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  • Currently Being Moderated
    Jan 8, 2012 7:54 PM   in reply to lingbotphoto

    Hey guys,

     

    Finally got through and the advisor was able to help me out.

     

    OS X Instructions (hopefully these work for you):

     

    Quit all Adobe applications.

     

    Click on Finder > Go > Click "Go To Folder"

     

    Type "/etc"

     

    Search for the "hosts" file.

     

    Drag a copy of that file onto your Desktop and then open it in TextEdit.

     

    There should be a line in the file that says something like "[IP address] activate.adobe.com"

     

    Add a "#" in front of the IP address. e.g. "#124.1.1.3 activate.adobe.com" (no space needed between # and IP address)

     

    Save the file and then drop it back in the /etc folder (replacing the old file).

     

    Try opening up an Adobe application again. Should be ready and active.

     

    The advsior could see on his system that my serial number had become active and I just made sure by checking in the Help menu that the "Deactivate..." option was available.

     

    Hope this sorts out people's problems.

     

    Cheers.

     
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  • Currently Being Moderated
    Jan 8, 2012 8:24 PM   in reply to lingbotphoto

    Hi Lingbot, glad your issue is resolved - unfortunately already ruled that out in my list of things I tried - no mention of adobe in my list.

    Adobe, please help me.

     
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  • Currently Being Moderated
    Jan 9, 2012 8:07 AM   in reply to Mark_Newby

    Lingbotphoto great job on checking your host file.  This does indicate that your host file was modified at some time in the past.  That modification is what was preventing any Adobe software, including subscription edition, to activate properly.

     

    In regards to the many other users who continue to post while there is some steps which can be recommended via the forum.  Such as checking your host file, making sure your software firewall is allowing the Adobe Application manager to connect to the internet, verifying you have a good internet connection.  There are other components which are best handled by the support team.  These include such steps as checking your subscription status, make sure the subscription is still active and in good standing, and reviewing your AMT3.log and OOBELIB.log files.

     

    There are several great steps within this thread to try to self solve your subscription/activation issues.  If you have completed these steps and you are still having difficulties then it is best to contact the support team for your region at that time.

     
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  • Currently Being Moderated
    Jan 10, 2012 1:57 AM   in reply to Jeff A Wright

    Hi Jeff,

     

    That's funny that you say that. I've never installed Creative Suite on this computer before so that's a bit odd. The problem has been solved anyway.

     
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  • Currently Being Moderated
    Jan 10, 2012 10:17 AM   in reply to lingbotphoto

    Yea we have reports that the host file might be being updated when other software is getting installed.  It might not necessarily have been a copy of Adobe software.

     
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  • Currently Being Moderated
    Jan 11, 2012 7:12 AM   in reply to Jeff A Wright

    I've also been struggling with adobe activation for a few weeks now after buying CS5.5 master suite back in december... nothing will open after installing successfully. I've been throught the hours of phone support and web searching for solutions to which there still has been no resolve. Checked host file while on the phone with adobe support and basically that phone call ended with the support guy saying it was a Mac issue and that something in OSX was blocking activate.adobe.com so that's not his problem.

     

    I've reinstalled everything (OS included), tried as a diff user, checked host file, disabled any antivirus to rule that out blocking things and still nothing... I've posted a few things on the Apple support community but no result there...

     

    so far not really impressed with the massive investment to upgrade to CS5... shouldn't have upgraded from my old MBpro and CS4...

     
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  • Currently Being Moderated
    Jan 11, 2012 1:05 PM   in reply to bmal78

    bmal78 what region are you in?  Also have you tried a different connection or has all of this been done on your home/office network?  It is possible that there might be some type of a hardware firewall set up.  This would be why you would still have difficulties even after reinstalling your operating system.

     
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  • Currently Being Moderated
    Jan 11, 2012 2:00 PM   in reply to Jeff A Wright

    I'm in Australia - have been struggling through this at home on private ADSL2 connection and during the trouble shooting I've stripped everything back to just a Belkin wireless router using WPA encryption. At this point in time I cannot find a single thing MAC/OSX related that would be blocking activate.adobe.com...

     

    In referencing lingbotphoto's earlier post regarding host file:

     

    There should be a line in the file that says something like "[IP address] activate.adobe.com"

     

    Add a "#" in front of the IP address. e.g. "#124.1.1.3 activate.adobe.com" (no space needed between # and IP address)

     

    When I was on the phone to Adobe support checking my host file he didn't say anything along those lines... We went through my host file character by character and he said it was fine...

     
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  • Currently Being Moderated
    Jan 11, 2012 2:11 PM   in reply to bmal78

    You might try an alternate internet connection then.  One not hosted by your ISP.  It could be something upstream from your home connection which is still blocking the activation.

     
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  • Currently Being Moderated
    Jan 11, 2012 3:03 PM   in reply to Jeff A Wright

    ok.. that may take a day or two for me to get to another internet connection...

     

    excuse my ignorance - but what has changed from my old MBPro (running 10.6 and CS4) to cause so much grief? I'm just a bit frustrated by the fact that I've gone from what was an extremely stable old system (albeit a little slow) using exactly the same network & ISP to one that is now unusable & unproductive...

     
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  • Currently Being Moderated
    Jan 11, 2012 3:08 PM   in reply to bmal78

    I don't know the process you went through when migrating to your new Mac so I am not really able answer most of your question.  One the thing I can answer is that you have a new computer thus a new request for activation.

     
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  • Currently Being Moderated
    Jan 14, 2012 6:18 AM   in reply to DVexpert

    Hi everyone, Im a newbie subsciber of PS in the last 5 days and everything was going fine until this afternoon, when i too started seeing this activation error.  The error is definately something blocking the adobe servers communicating with the machine and recent the post by lingbotphoto almost worked.

    Adding the hash sign before the ip address did nothing for me, but when i deleted all the entries that ended with adobe.com and saved the file, photoshop authenticated the activation code and has worked ever since.

    This is definately a host file setting issue, and by removing all the adobe.com lines it should work for everyone else too.

     

    Here's what i did on a mac:

    Quit all Adobe applications.

    Click on Finder > Go > Click "Go To Folder"

    Type "/etc"

    Search for the "hosts" file.

    Drag a copy of that file onto your Desktop and then open it in TextEdit.

    delete all lines that end with adobe.com (ie activate.adobe.com

    Save the file and then drop it back in the /etc folder (replacing the old file).

     

    Try opening up an Adobe application again. Should be ready and active.

     

    Hope it works for everyone else too.

     
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  • Currently Being Moderated
    May 11, 2012 9:59 AM   in reply to Jeff A Wright

    I have the same problem with DW6 in Mac OS X Lion. I found out that Adobe is using an SSL certificate signed by GlobalSign. GlobalSign was hacked a few months ago and their root certificate is now marked as not trusted. Because of this all HTTPS connections Adobe Application Manager tries to make do not succeed. I really suggest adobe to update all certificates and use Verisign, Thawte or any other trusted certificate authority.

     
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  • Currently Being Moderated
    May 11, 2012 10:27 AM   in reply to tapani12345

    Tapani12345 thank you for your input.  This thread is regarding activating your Adobe product.  Were you having difficulties with the activation process?  Was it related to entries within the host file as was the solution for many of the posters within this thread?

     
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  • Currently Being Moderated
    Dec 7, 2012 7:01 PM   in reply to DVexpert

    DVexpert,

     

    I had the same issue with Flash CS6, and I finally figured it out by myself - after going through all troubleshooting steps proposed by Adobe support.

    Note that I'm on Windows 8, 32 bits. My firewall is enabled and my hosts file is reset.

    - Open Internet Explorer;

    - Go to Tools > Internet Options;

    - Select the Advanced tab;

    - Scroll down to the Security section;

    - Check "Use SSL 2.0" (only SSL 3.0 was checked by default);

    - Uncheck "Check for server certificate revocaion";

    - OK everything and restart your computer.

     

    Voilà!

     
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  • Currently Being Moderated
    Jan 24, 2013 10:13 AM   in reply to WillMaverick

    Hello All,

    I see that some people have had both success and failures with this issue so I though that I would put in my "two cents."  I had a problem similar to this in that I could not get Adobe to connect to the internet and register my copy.  I thought that this was quite weird since I was clearly connected to the internet so I did some troubleshooting.  Along the way I realized that many of the people with this issue live outside of the US, ie LuLuMil and DVexpert.  Some people had even pinged the adobe server but still could not get through. So with that information at hand I figured that Adobe must have some sort of firewall built into their servers that for whatever reason is rejecting outside IP Address. With that piece of information at hand I went straight to my VPN and got and IP Address based in the US, I'm currently stationed in Germany so I use it to watch NetFlix etc.  Low and behold I had no issues and Photoshop registered right away.  To make a long story short:

     

    GO TO A VPN WEBSITE AND USE A PROXY SERVER OR YOUR OWN VPN.

     

    Hopefully this works for some of you. I'm in communications and am by no means a tech geek but this worked for me so hopefully it works for someone else.

     
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  • Currently Being Moderated
    Aug 5, 2013 6:58 PM   in reply to DVexpert

    I am having the EXACT SAME THING!!...  and the problem persists exactly the same as yourself before... I've actualy tried evertying in this thread tho and still nothing!!!... I SERIOUSLY NEED HELP OR A REFUND!...

     
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