3 Replies Latest reply: Nov 11, 2014 6:51 AM by PBubblegum RSS

    Story won't load

    PBubblegum Community Member
    PBubblegum Nov 10, 2014 12:37 PM

      When I launch Story (Free) from the desktop dock (Mac / Yosemite), I cannot log in or update, and receive the attached error. I've contacted Adobe by email twice and by phone twice  - the chat reps say I have to contact the phone reps, and the phone reps say I have to contact the chat reps. Hurumf. What is the workaround here?

      Screen Shot 2014-11-10 at 3.31.11 PM.png

        • 1. Re: Story won't load
          awefulliving Community Member
          awefulliving Nov 10, 2014 6:30 PM (in response to PBubblegum)

          I am also having this problem.  Is there any resolution yet?

          • 2. Re: Story won't load
            Aurobi Adobe Employee
            Aurobi Nov 10, 2014 9:50 PM (in response to PBubblegum)

            Hi,

             

            Story AIR application (the desktop app) is available if you are on Story Plus subscription. The certificate mismatch issue appears because the latest Story AIR app is signed with a new certificate and is not compatible with the certificate used to sign the Story AIR app that is already on the system and hence the upgrade fails. This (certificate mismatch) would happen if the desktop app has not been updated recently.

             

            If you are on Story Plus subscription, you can upgrade to the latest Story AIR app by following the steps below:

            1. Un-install the existing Story AIR app from your system.
            2. From a browser such as Chrome or Firefox, navigate to https://story.adobe.com and login using your credentials
            3. Click ‘Install Desktop Application’ to install the Story AIR app

             

            Thanks

            Aurobinda

            • 3. Re: Story won't load
              PBubblegum Community Member
              PBubblegum Nov 11, 2014 6:51 AM (in response to Aurobi)

              Hello,

               

              I do not have Adobe Story Plus. And sorry to say that I don't understand your response or what it is that I need to do. I have spoken to 2 phone reps and 2 chat reps. The phone reps said I had to contact the chat reps, and the chat reps said I need to call the phone reps.

               

              I need someone to call me as this has been going on since Sunday. 732-757-7629.

               

              Thank you,

              Judie