9 Replies Latest reply: Mar 15, 2012 9:24 PM by Mark_Rausch RSS

    Problem with Browserlab

    LFloyd10@cox.net

      OK, here are the two screen shots when I futiley try to use Browserlab.

       

      Larry Floyd

       

      Screen shot 2012-03-14 at 9.49.08 AM.pngScreen shot 2012-03-14 at 9.49.26 AM.png

        • 1. Re: Problem with Browserlab
          Mark_Rausch Adobe Employee

          Larry,

           

          I'm aware that this is frustrating for you. It is for me as well. Keep in mind that I'm doing my best to help you out here but figuring out these sorts of issues remotely can be very, very difficult. I don't have a looking-glass that lets me see what the issue is from a distance. These screenshots are helpful, but this process will likely go on for a while longer.

           

          So, a few more questions:

          1. Are you seeing any error messages inside of Dreamweaver regarding network communication or similar things?
          2. Can you look for and open the CS Live menu button in Dreamweaver and tell me if you see an error message in there?
          3. I can see the login dialog faintly in the background. Are you getting this error message after you press the login button in BrowserLab or does it come up before?
          4. Can you try closing Dreamweaver completely and go to https://browserlab.adobe.com in your browser. Try manually inputting www.google.com into the URL entry field and press <Enter>. Do you see screenshots get returned in that case, or is it the same message?
          5. What version of Safari do you have installed? What version of Flash Player do you have installed? (check here: http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html )
          6. Clearly your computer can get to browserlab.adobe.com, but something appears to be blocking the communication from our SWF to the server. Firewall? Ad-blocker? A modified security setting in Safari?

           

           

           

          Mark

          • 2. Re: Problem with Browserlab
            LFloyd10@cox.net Community Member

            Mark, in response to your questions:

             

            1. No, I am seeing no error messages inside of Dreamwearver. Everything working fine.

             

            2. I looked diligently for anything remotely related to a "CS Live menu button" but could find no such animal.

             

            3. I don't really know anything about an "error message," other than when I try to log in to Browserlab a minute or so passes before I get the dreaded: "We have experienced a problem connecting to our servers. Please check your internet connection and try again."

             

            4. Yes, I can go directly to https://browserlab.adobe.com in both Safari (version 5.1.2) and Firefox (version 11.0). But in both versions when I enter my ID and password I get the dreaded: "We have experienced a problem connecting to our servers. Please check your internet connection and try again."

             

            5. Versions of Safari and Firefox (see #4 above). I do not have Flash Player on my computer.

             

            Personal observation: Even with Dreamweaver closed, I cannot log on to the Browserlab service in either Safari or Firefox. So it is not related to Dreamweaver. It is some strange inability of Browserlab to connect me even with a correct ID and password.

             

            Thanks for any help you can provide.

             

            Larry Floyd

             

            Re: Problem with Browserlab

            created by Mark Rausch in BrowserLab - View the full discussion

            Larry,

             

             

            I'm aware that this is frustrating for you. It is for me as well. Keep in mind that I'm doing my best to help you out here but figuring out these sorts of issues remotely can be very, very difficult. I don't have a looking-glass that lets me see what the issue is from a distance. These screenshots are helpful, but this process will likely go on for a while longer.

             

             

            So, a few more questions:

             

            Are you seeing any error messages inside of Dreamweaver regarding network communication or similar things?

            Can you look for and open the CS Live menu button in Dreamweaver and tell me if you see an error message in there?

            I can see the login dialog faintly in the background. Are you getting this error message after you press the login button in BrowserLab or does it come up before?

            Can you try closing Dreamweaver completely and go to https://browserlab.adobe.com in your browser. Try manually inputting www.google.com into the URL entry field and press <Enter>. Do you see screenshots get returned in that case, or is it the same message?

            What version of Safari do you have installed? What version of Flash Player do you have installed? (check here: http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html )

            Clearly your computer can get to browserlab.adobe.com, but something appears to be blocking the communication from our SWF to the server. Firewall? Ad-blocker? A modified security setting in Safari?

             

             

             

            Mark

             

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            • 3. Re: Problem with Browserlab
              Mark_Rausch Adobe Employee

              Flash Player is installed on your computer. BrowserLab is a Flash Player application and your screenshot of BrowserLab shows me our SWF running in the Player. Please click on this link in Safari: http://helpx.adobe.com/flash-player/kb/find-version-flash-player.html and tell me what version number is shown on section 2 of that webpage.

               

              The reason you're getting that message and BrowserLab can't log you in is because when our SWF is attempting to log you in, we send your credentials to the server and for some reason that communication is being blocked. It seems it must be an issue with your machine/OS/configuration. The oddest thing about this is that your browser is able to reach our servers but the SWF running inside that browser seems not to be able to do so. Hence, that's why I asked the question again about a firewall, ad-blocker software and your security settings in Safari. Can you think of anything that you've changed on that computer between the time BrowserLab was working for you and now that might possibly have affected those settings or the ability of Flash Player to make calls to a webservice?

               

              1. Does this this computer have an internet connection you control or does someone else control it (e.g. a work network configured by IT)?
              2. Is there possibly another network you could switch the computer over to and try to log in from there?

               

              Mark

              • 4. Re: Problem with Browserlab
                LFloyd10@cox.net Community Member

                Mark,

                 

                Yes, I guess my system came with Flash Player and I didn't even know it. Apparently the Flash Player version 10.1.102.64 and my Mac OS is 10.6.8. I certainly do not recall installing anything or changing any settings last week when this problem began.

                 

                1. My internet connection is from my house and with Cox High Speed Internet on a cable. I am going to attempt to reach someone there to see if they can shed any light on this problem.

                 

                2. Since I am at home, I really have no other network to use with this computer.

                 

                Larry

                • 5. Re: Problem with Browserlab
                  LFloyd10@cox.net Community Member

                  Mark,

                   

                  This may be some additional useful information related to my ongoing Browserlab battle. I had a friend go to the Browserlab.Adobe site and attempt to log on using my ID and password. But he got the same message: "We have experienced a problem connecting to our server. Please check your internet connection and try again." Could it somehow be my account has been screwed up, and we need to set up a new one. (I've already tried changing my password, but to no avail.)

                   

                  I also this morning spoke with a tech at Cox High Speed Internet (my carrier) to see if they had made any changes in the last week that could be contributing to this problem. He said that they had not made any changes that could affect this.

                   

                  That's all from here right now.

                   

                  Larry Floyd

                  • 6. Re: Problem with Browserlab
                    Mark_Rausch Adobe Employee

                    That is absolutely helpful, yes. Thanks. And that actually makes more sense than anything else I've thought of. I've never heard of that happening before, it's not clear to me WHY that would be, but it should be a simple thing for you to test out yourself. Just go to BrowserLab and click the yellowish link at the bottom of the login dialog to "Create an Adobe ID" and follow that process. You'll have to use an alternate email address and verify that email, accept the Terms of Use again, etc, but can you try that out?

                     

                    Thanks,

                    Mark

                    • 7. Re: Problem with Browserlab
                      LFloyd10@cox.net Community Member

                      No, I don't have another email address, nor do I want one. Can I just drop my adobe account and start all over?

                       

                      Larry Floyd

                      • 8. Re: Problem with Browserlab
                        LFloyd10@cox.net Community Member

                        OK, OK, I gave in. Got another email account and changed my Adobe account info. After that, I accessed Browserlab without further problems. So, for you future use: Somehow my Adobe account on Browserlab had gotten all fouled up. Creating the new Adobe account with another email account solved the problem.

                         

                        Thanks for your efforts anyhow.

                         

                        Larry Floyd

                        • 9. Re: Problem with Browserlab
                          Mark_Rausch Adobe Employee

                          Glad to hear it's working for you again, sorry for how long that took. That's the first time I've ever seen that kind of issue. We'll investigate that account and see if we can figure out what's wrong with it.

                           

                          Mark