16 Replies Latest reply: Oct 16, 2012 12:53 PM by TDS E-Learning RSS

    Apps stopped working.

    marksnl1

      The apps stopped working. They fail to open. Instead for every app an application manager opens and tells me: "Activation failed. We are unable to activate Creative cloud membership. product activation is required to use this product. You must have a working internet connection to activate this product Please check your connection settings and choose try again." But I am connected to the internet, and as far as I know everything was installed and activated and worked just fine, until today.

      Please help

        • 1. Re: Apps stopped working.
          David__B Employee Hosts

          Did you make any changes to your computer recently that might be related, or install any new security software for example.Based on the messaging you describe getting it sounds like something might be blocking your computer's access to the activation server, like firewall settings or your hosts file.

           

          Are you currently connected to the internet?

          Are you on a Windows or Mac computer?

          Are you getting this message when launching all of the CS6 products?

           

          Thanks,

           

          -Dave

          • 2. Re: Apps stopped working.
            marksnl1 Community Member

            Hi Dave,

            Sorry to not have updated my post on the forum.The issue was resolved with the help of Elis Baukema of the Dutch Adobe Helpdesk in under 20 minutes. It had indeed to do with certain settings, and the solution was to make a new user account. All problems are solved and I am now enjoying my subscription. I guess I will have to log in once a month with the alternate account for reactivation. Since this has not been neccessary yet I don't now how that will go, but I'm pretty confident that it will work.I'll update my post in the forum tommorow, it's now 2.40 AM here in Holland and I'm calling it a day.Thanks for your interest in my problem and apologies for not declaring it solved in the forum.

            Best,Mark

             

            Date: Thu, 12 Jul 2012 16:14:13 -0600

            From: forums@adobe.com

            To: markshape@hotmail.com

            Subject: Apps stopped working.

             

             

             

             

             

             

                  

                       

                       

                       

                Re: Apps stopped working.

             

             

                created by David__B in Adobe Creative Cloud - View the full discussion

             

             

             

            Did you make any changes to your computer recently that might be related, or install any new security software for example.Based on the messaging you describe getting it sounds like something might be blocking your computer's access to the activation server, like firewall settings or your hosts file. Are you currently connected to the internet?Are you on a Windows or Mac computer?Are you getting this message when launching all of the CS6 products? Thanks, -Dave

             

             

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            • 3. Re: Apps stopped working.
              TDS E-Learning Community Member

              Of couse this would have to happen in the middle of a deadline.

               

              I have purchased, installed and have been using Creative Cloud Apps succesfully for about a month now and it is stating that my trial is at an end. I can sign into the Adobe Application Manager just fine but the Cloud Membership Window keeps popping up and states that an Internet connection is required... I have internet... I can install more apps.

               

              I was never sent a serial number to enter nor is it present in "My Adobe" or "My Orders"

               

              I am using Windows 7 64 on a corporate controled infrastructure so messing around in files and firewall and security software settings is not an option... not that I would consider that to be a true solution.

               

              If this product can be so easily disabled, then I think it wise to go back to the drawing board and create a method to use a more reliable and trusted path to make a connection.

              • 4. Re: Apps stopped working.
                marksnl1 Community Member

                The issue was resolved with the help of Ellis Baukema of the Dutch Adobe Helpdesk in under 20 minutes. It had indeed to do with certain settings, and the solution was to make a new user accounton my iMac. All problems are solved and I am now enjoying my subscription. I guess I will have to log in once a month with the alternate account for reactivation. Since this has not been neccessary yet I don't now how that will go, but I'm pretty confident that it will work.

                • 5. Re: Apps stopped working.
                  TDS E-Learning Community Member

                  That's good to hear; however, my co-worker and I are both still experiancing the issue with 1 day remaining on our paid "trial".

                   

                  What's the number for this Dutch Helpdesk? The one we got connected to did not resolve the issue on our Win 7 machines.

                   

                  We did get our serial numbers... sadly they are not being accepted. Why? No one knows. I suspect it is still a matter of Adobe needing special permisions to access a protion of the Internet our firewall or Anti-Virus views as risky. I don't believe that to be a good excuse for this situation though.

                  • 6. Re: Apps stopped working.
                    TDS E-Learning Community Member

                    We are down, with a project due on tuesday... where is the fix for this?

                    • 7. Re: Apps stopped working.
                      Don Hoye Community Member

                      have 8 core

                      16 gig ram

                      4 terabytes storage

                      and CS6

                      can i help?

                      • 8. Re: Apps stopped working.
                        marksnl1 Community Member

                        Altough my problem was fixed I'm getting messages that don't bode well: Your trial is almost over &c.The only advise I can give you if you have a job to finish, install a trial version, that'll give you a month. (or go the way I can't mention here)

                        Best of luck!Mark

                         

                        Date: Fri, 27 Jul 2012 08:54:40 -0600

                        From: forums@adobe.com

                        To: markshape@hotmail.com

                        Subject: Apps stopped working.

                         

                         

                         

                         

                         

                         

                              

                                   

                                   

                                   

                            Re: Apps stopped working.

                         

                         

                            created by TDS E-learning in Adobe Creative Cloud - View the full discussion

                         

                         

                         

                        We are down, with a project due on tuesday... where is the fix for this?

                         

                         

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                        • 9. Re: Apps stopped working.
                          marksnl1 Community Member

                          I guess Internet connection permissions are a, if not the, issue. Firewalls, Little Snitch &c. What confuses me is the issue of serial no's. With CC you don't get them. It works with your Adobe ID. It should in any case... To fix your immediate problem, DL a trial version, that'll give you a month, and finish your project. That's the best advise I have to offer.

                          • 10. Re: Apps stopped working.
                            marksnl1 Community Member

                            Eh... just choose Netherlands for region when you look up support. That'll give you the Dutch number. I hate to say this, but I suspect my problem was Mac-based... not sure the solution that worked for me will work on PC...

                            • 11. Re: Apps stopped working.
                              David__B Employee Hosts

                              A few things I would want to ensure.

                               

                              Make sure you have downloaded and installed the latest version of the Adobe Application Manager from here:


                              Windows
                              http://www.adobe.com/support/downloads/detail.jsp?ftpID=4773

                              Mac OS
                              http://www.adobe.com/support/downloads/detail.jsp?ftpID=4774

                               

                              If you are in Europe and on an English OS make sure the language preference for installation was set to English (International) when you installed. The Installation language Preference setting is located in the drop down menu next to your name on the top left (little triangle) Preferences > Language in Adobe Application Manager.

                               

                              -Dave

                              • 12. Re: Apps stopped working.
                                marksnl1 Community Member

                                Eh Dave,you should try and help the others. As I stated my problem was solved... I guess other people found my thread and are desperate enough, as I was a few weeks ago, to follow any thread in the hope of a solution. I think my monthly membership confirmation is due any day now, and I hope I can still use CS after that. I hope Adobe is working on these problems, because I think CC is the best idea since self-heating coffee cans.

                                 

                                Date: Fri, 27 Jul 2012 16:32:04 -0600

                                From: forums@adobe.com

                                To: markshape@hotmail.com

                                Subject: Apps stopped working.

                                 

                                 

                                 

                                 

                                 

                                 

                                      

                                           

                                           

                                           

                                    Re: Apps stopped working.

                                 

                                 

                                    created by David__B in Adobe Creative Cloud - View the full discussion

                                 

                                 

                                 

                                A few things I would want to ensure. Make sure you have downloaded and installed the latest version of the Adobe Application Manager from here:

                                Windows

                                http://www.adobe.com/support/downloads/detail.jsp?ftpID=4773

                                 

                                Mac OS

                                http://www.adobe.com/support/downloads/detail.jsp?ftpID=4774 If you are in Europe and on an English OS make sure the language preference for installation was set to English (International) when you installed. The Installation language Preference setting is located in the drop down menu next to your name on the left (little triangle) Preferences > Language in Adobe Application Manager. -Dave

                                 

                                 

                                     Replies to this message go to everyone subscribed to this thread, not directly to the person who posted the message. To post a reply, either reply to this email or visit the message page: http://forums.adobe.com/message/4584203#4584203

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                                     Start a new discussion in Adobe Creative Cloud by email or at Adobe Forums

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                                • 13. Re: Apps stopped working.
                                  David__B Employee Hosts

                                  I appreciate your patience and enthusiasm. I wasn't sure if the others that posted here are still having difficulties too. Hopefully they'll post a follow-up if they are. Even if they aren't, I posted solutions in case others facing similar problems somehow end up here after a web search.

                                  • 14. Re: Apps stopped working.
                                    TDS E-Learning Community Member

                                    Hi David,

                                     

                                    Is there a true fix to this issue yet?

                                     

                                    The apps all work great from home. But the user experiance on the same licence inside our corporate infrastructure is unacceptable. We've downloaded and updated everything we can click on and we still get shut out of our apps. For awhile the update fixed the issue and the "Trial" (how is something we've paid for a trial) would count down and then reset... now it just shuts us down and we have to uninstall ALL apps and re-install them to restart the "Trial" clock.

                                     

                                    Needless to say... this is not a viable solution in our eyes, so I would really appreciate any updates on what appears to be a wide-scale issue with the product.

                                     

                                    Thanks.

                                    • 15. Re: Apps stopped working.
                                      David__B Employee Hosts

                                      Hello there,

                                       

                                      The behavior can result from different circumstances. Based on your description, I would want to ensure your IT department has reviewed this doc

                                       

                                      Sign in or activation errors | CS6, CS5.5 Subscriptions, CS6 Perpetual

                                      http://helpx.adobe.com/x-productkb/policy-pricing/activation-network-issues.html

                                       

                                      I would be curious if the same permissions are used for installation as for normal use which includes the monthly license check/activation. It almost sounds like the activation process is failing due to some kind of rights restriction leading to the software needing to be reinstalled with an account with more rights (allowing the activation to compete with the reinstallation).

                                       

                                      This might be an issue which might require working with our support to resolve.

                                       

                                      -Dave

                                      • 16. Re: Apps stopped working.
                                        TDS E-Learning Community Member

                                        Hi David,

                                         

                                        Thanks for the link, we've actually tried and pass all but step #5 (firewall). As we are working within a corporate infrastructure we have no control over the firewall.

                                         

                                        One usability change I would very respectfully request you pass up the food chain, would be to provide potential buyers with a test to see if it validates correctly... first... before allowing users to purchase and install the cloud products. Seem like it would nip this issue in the bud and allow people to purchase a box rather than being tied to a contract that doesn't work for them for a full year. Pretty basic usability and customer service considerations.

                                         

                                        This may sounds snarky and if it does I apologize for that, but truly these are legitimate and constructive criticims that, if taken to heart, could improve your company. I know you're doing the best you can and do appreciate your help.