Can't log in to Adobe Exchange Plugin

Hi there,

Sorry to hear about this issue. We just did another panel update. Have you downloaded it? Are you still unable to log in? If so just reply and I will get in touch wth you to resolve this.

Thanks,

Jonathan Ferman | Product Manager

Well I'm glad that it is now working. We recently added some great products, take a look around the panel in the CS6 apps you have.

Thanks,

Jonathan Ferman | Product Manager

I am having the same problem.  I did update the extension manager and everything else.  It just keeps asking over and over.  I know the id and pw are correct because I'm logged in right now with them.

A few things have helped others resolve their problem

1. Making sure you have the latest panel - it should be 0.9.3 (you can check this from Extension Manager)

2. reinstalling the point product (eg. Photoshop or InDesign)

3. If you have recently upgrades your OS, there might be some file permissions issue that need to be restored.Try the following:

Please close all applications and Repair Disk Permissions on OSX:

1. Open Disk Utility, located at /Applications/Utilities/Disk Utility

2. Select your startup disk on the left of the Disk Utility window

3. Select First Aid from the tabs

4. Click the "Repair Disk Permissions" button

It is always a good idea to run Repair Disk Permissions on OSX after an update, say from 10.8 to 10.8.x.

On Windows you can Run sfc /scannow In the command prompt.

1. Type sfc /scannow and hit Enter.

You could also try and disable any 3rd party firewall, antivirus programs.

Hope one of these suggestions work for you.If not, please let us know and we can see how we can help.

Thanks

Adobe Exchange team

I have done all 3 things you listed. Updated everything and verified the versions are all the latest, reinstalled Photoshop and ran sfc /scannow.

It did not help.  I can login on the web just fine.  I also had to login with my id and password when I reinstalled. The ID and password and my internet connection are not the problem.  I also turned off my firewall and antivirus program (MSE) but that did not help.

The Adobe Exchange extension continues to ask for the ID and password over and over.

I am on Windows 7 64-bit.  Photoshop is 64-bit too. Everything is current with all updates applied.

What now?

I spent a lot of time doing the things you suggested to fix Adobe's bug.  I think this deserves action on Adobe's part.   Hello?

Kimo52, firstly I'd like to apologise for the problems you have been experiencing. I realise it is very frustrating. We are investigating your issue and it does require us to test a lot of variables so please bear with us. Feel free to private message me and we can set up a direct support meeting as soon as we believe we have diagnosed the problem.

Many thanks,

Jonathan Ferman | Product Manager

Hi Kimo52,

Please delete opm.db file in your machine:

It will be in C:\Documents and Settings\<username>\Local Settings\Application Data\Adobe\OOBE in Win and

~/Library/Application Support/Adobe/OOBE for Mac.

If you are on Mac, make sure you can view hidden files in Finder or delete it from your terminal using rm ~/Library/Application Support/Adobe/OOBE/opm.db  

Let me know if this fixes your problem.

Deleting this opm.db file will cause you to log in again. And once you do, it should all work fine.

Hi

I have the same problem using Windows 7 64 bit, Photoshop CS6 64 bit. I also deleted the opm.db file but still cannot log in. I am connected to the Internet.

Would really appricate it if you could help me with this. What else can I can do to make this work?

Thanks

Hi BeLi83,

Could you share the following log file?

C:\Documents and Settings\<user>\AppData\Adobe\Exchange

Thanks,

Lea

Hi Lea

Thanks for your quick reply. There are 3 listed in the directory:

adobeexchange

adobeexchange_1

adobeexchange_2

I uploaded the latest file if that's of any help or what you meant.

Hi beLi83,

Could you also share the following log files:

C:\Users\<username>\AppData\Local\Temp\PDApp.log

C:\Users\<username>\AppData\Local\Temp\amt3.log

This PDApp.log file is usually quite large so I recommend deleting the log file and repeating the steps required to reach the issue shown in your original screenshot.

Thanks,

Lea

Sure, I'll try that again.

https://dl.dropboxusercontent.com/u/2531928/PDApp.log

https://dl.dropboxusercontent.com/u/2531928/amt3.log

Thanks

Hi BeLi83,

I am seeing a timeout error when attempting to connect to our identity management servers. So:

1) Are you sure you are connected to the internet? The fact that you are responding to this forum makes me assume yes but just wanted to double check

2) Do you have a firewall that could potentially be blocking our HTTP requests?

Kind regards,

Lea

Hi Lea

Yes I'm 100% sure I'm connected to the internet. I tried it by switching the Firewall off and also adding the software to bypass it.

I also did a reinstallation and nothing's changed. Our IT guy had had a look and thinks it has something to do with proxy. He asked if there's a specific address or port for this?

Thanks so much for your help

Mel

Hi Mel,

I have forwarded on your logs to the appropriate team so they are investigating the issue. It may be something to do with being behind a proxy, do you know if any of the Adobe servers are added to your server's whitelist?

If it is easier, please don't hesiate to take this issue offline from the forum and email me directly at lesavage at adobe dot com.

Kind regards,

Lea

I just installed Windows 7 Ultimate (64-bit) on a freshly formatted SSD then the CS6 Master Collection. After that I installed AdobeExchange 1.2.0 and now I have the exact same problem... What can I do? The login just hangs like in the first post here.

Hi Glen,

Can you please make sure you've installed any available updates through Adobe Application Manager, reboot and then try again?

Fingers crossed that should do the trick, but if that does not work, then please turn on logging, retry and then send the generated logs to me at fgregor at adobe dot com.

WINDOWS
Go to the Start Menu and type in ‘regedit’
Click regedit.exe from the Programs list

Navigate to Computer\HKEY_CURRENT_USER\Software\Adobe\CSXS.3

Increase the LogLevel to 6

Log Files: C:\Users\<username>\AppData\Local\Temp

For example, if you were running Photoshop CS6 the log file name will be “csxs3-PHSP.log”

Also, please include the log files from these locations:

C:\Users\<UserName>\AppData\Local\Temp\amt3.log

C:\Users\<UserName>\AppData\Local\Temp\PDApp.log

C:\Users\<UserName>\AppData\Roaming\Adobe\Exchange\adobeexchange.log

Kind regards,

Fraser