Installing Muse

I am using Norton Internet Security 2012 as a firewall.  I went into the network setting and turned the firewall off and tried get Muse to authenticate.  That did not work.   I am sitting behind a Netgear router at home that has nothing 'special' about it set.

I installed CS6 Production Premium (download) earlier in the week and had no problem authenticating it and none of my settings have changed.

Also to note, the Adobe Application Manager authenticates just fine.   I am able to sign out and back in without any problems.

I also should mention that I had the pre-release version of Muse on my machine but had de-installed it just prior to downloading the released version.

Just in case any of that helps.

I just tried the following and it still did not work:

1. I uninstalled Muse
2. I ran Adobe Application manager
3. I clicked my name in the upper left and selected "sign out"
4. I exited Adobe Application manager
5. I clicked on the Adobe Application Manager
6. It prompted me to sign in
7. I successfully signed in to Adobe Application manager
8. I scrolled down and clicked "Install" next to Muse
9. Muse installed and I clicked "launch app"
10. Muse said "Further Account information is required to use Adobe Muse"
11. Clicked next and gave username and password
12. It repeats the prompt from step 10 for Further account information. It doesn't say the username and password are wrong.

If you would like I can run a network sniffer and give you the actual packets going to and from the Muse application if you'd like. 

I can confirm what Juerg says.  I tried logging in with a bad password and received "The password you entered does not match your Adobe ID."   So at some level authentication is working.

On yet another note, when I go in to uninstall Muse I noticed that there were TWO instances in the control panel.  One labeled version 1.0 and the other 1.0.948.   I uninstalled both of them and tried to install again.  When I do I get the same two instances.   None of the other Adobe apps I have (CS6 Production suite) behave in this manner.

Here is a screenshot:

I DID uninstall both of these instances prior to re-installing (in case tech support doesn't believe me here is the screenshot before I re-installed)

Jeff,

I logged into Adobe.com successfully.

As for the question do I have a Creative Cloud subscription I do have a Creative Cloud account that I was forced to create in order to install Muse.   I chose the 'free' account.

I can log into it as well (and uploaded a file) as you can see from the screenshot

However the Adobe CS6 Production I have installed on my PC was a straight upgrade/download.  They are not part of a subscription.

Carey a "strange" thing happens when I try your link.   I ALWAYS get the following the FIRST time I try your link:

But then if I try AGAIN I get in OK

I still am having my problem however and I think it isn't going to be resolved today.   Wonder what the refund policy is?

Jeff, I just tried again and I still am experiencing the same problem. 

I just tried to install Muse on another PC with a clean install of Win7 (actually a VM running on my PC).   There are no other Adobe products on it.

I did not encounter any problem with this install so apparantly something on my PC is stopping this from completing its authentication.    All the CS6 apps and everything else authenticated fine so I just don't know what it is.

At this point I am throwing in the towel so just mark this as fixed or whatever I am going to ask for a refund. 

Jeff, yeah it is strange. Even the Adobe Application manager signs in just fine.  

I've already asked for a refund for Muse so you can consider this closed or whatever.  I really wasn't fond of the idea of renting software anyway so this is probably a good thing.  

Had this authentication issue happened with Photoshop/After Effects/Premiere Pro I would have been furiously up in arms.  Muse is nice but there are many other alternatives to use.

Just to let you know my problem was also on Win 7 Professional PC.   I did try it on a Win 7 Home and it authenticated fine.   Could be coincidence but just wanted to let you know.

WMElliot,

I ended up asking for a refund.  You can find the refund link on your order page.   I was unaware there was no phone support for Muse that IS unnacceptable.   Are you sure?  Because in an earlier post in this thread Jeff told someone to contact their telephone support.

I didn't think that my problem was with Windows Home vs. Professional.  I just assumed that it had to deal with the fact I had CS6 installed (not from the creative cloud) and that there was some sort of "bad blood" going on between the two (or maybe the beta did not uninstall properly). 

The machine I installed it on where it DID work was a brand new clean windows 7 install (it was a VM on my regular box).  If anyone actually gets a fix to this I would like to know because I liked the software I just could not stand it not working (plus I hate the subscription idea but was willing to tolerate it).

Actually I just checked and I am still waiting for a refund after 4 days. What the....

Huh... well maybe I will give that a try later tonight.