Adobe Digital Editions Refuses to Deauthorize

[elizabethw49346322]

Let me start by saying that ADOBE CUSTOMER SERVICE  IS HORRIBLE! Seriously I contact customer service and they say go search our forum.  How about you just answer my damn question.

I have followed the directions to deauthorize and it repeatedly tells me "Unable to deauthorize."   Please fix now.  This is not a complex error.  Why should I spend half an hour with your customer service to be told to go post on a forum when they should be able to simply respond.

[alexandram74590555]

Same issue. I can't deauthorise and the CS operator I chatted with directed me here after completely ignoring everything I said in my initial contact.

[Sharad Vatsa]

Hi,

Would you be able to please share a screenshot of the error you are getting while trying to de-authorize ADE.

Regards,

Sharad

[elizabethw49346322]

[elizabethw49346322]

And I have tried. And Tried. Repeatedly.  Multiple days.  This is ridiculous.

[diane.beausejour]

Même problème. Same problem. Unable to de authorize. The damned web pages are of no help and the same pages keep coming back. No solution. I bought an ePub at Renaud-Bray and I can't even read it. HORRIBLE!

[Sharad Vatsa]

Hi,

You may have to verify that your security software/firewall is not blocking ADE from reaching out to the server. One of the ways could be to add add Adobe Digital Edition to the authorised list of applications and then try again.

In case it still does not works, please try the suggestions from the following help doc:

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

Regards,

Sharad

[elizabethw49346322]

Not helpful.  I don't have a firewall.  And then you sent me to something about creative cloud license.  Why, oh why can't I get some help for the problem I'm trying to solve.  Are there no actual human beings I can talk to??   Seriously why won't you help me.

[Sharad Vatsa]

Hi Elizabeth,

I understand that the article mentions about Creative Cloud at some places, however, this is applicable to Adobe products where users may face an issue while activating or de-activating. There are certain scenarios where due to some machine specific settings, the product is unable to contact the Adobe Server to activate or de-activate and returns an error due to timeout. In case you are using a Windows PC, then you may also have Windows firewall impacting this.

Please try following the solution under "Reset your Hosts file" and let me know if that fixes the issue.

Regards,

Sharad

[diane.beausejour]

Hi Elizabeth

You say: «Please try following the solution under "Reset your Hosts file" and let me know if that fixes the issue». But there is no link and no precise information as to where to find the "Reset your Hosts file » link or button in the incredulous amount of pages.

Please be more precise. This looks like a solution but it is not.

Diane

[Sharad Vatsa]

Hi Diane,

Please follow the solution to "Reset your hosts file" from the below help article

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

In case the issue persists, please add a screenshot of the error and Operating System information.

Regards,

Sharad

[veroniquel65268361]

Hi,

I add exactly the same issue and same response from the customer service. But I eventually found a solution for Macos users:

1. Exit ADE

2. from your User directory, go to the folder : Library/Application Support/Adobe/Digital Editions

(if you don't find the folder Library/, follow the instructions given on Access hidden Mac OS library files )

3. erase the file activation.dat

3. reopen ADE and authorize again.

I hope it will help...