5 Replies Latest reply: Jan 6, 2014 9:54 PM by A.T. Romano RSS

    cannot sign in


      purchased / downloaded / installed adobe premiere elements 12 - Win 8.1 64-bit. Program asks me to sign in to validate, and then says i'm not connected to the internet. Tried uninstalling and reinstalling. No luck.

        • 1. Re: cannot sign in
          A.T. Romano Community Member



          Have you temporarily disabled you Internet connection for about 15 to 30 seconds, then turned it back on. Did it make a difference?


          Go to Computer/Manage/Event Viewer, Windows Log, Applications and look for any Errors related to your Sign In issue.

          Do you find any? What do they say?


          If problems persist and we cannot find a Error message to direct us, then you may want to contact Adobe via its Adobe Chat. They hold the keys (no pun intended) to program activation. To do that, click on the following link.

          http://helpx.adobe.com/contact.html?product=premiere-elements&topic=serial-number-issues-o r-activating-my-product

          I have pre-set the topic to "Serial number issues and Activating my product".


          When the link opens, click on "I still need help." to bring up Adobe Chat. Great group.


          Please let us know the outcome.





          • 2. Re: cannot sign in
            Terry22 Community Member

            Adobe Chat / Technical Support was able to fix my problem. There were some erroneous entries in my "hosts" file located in C:/Windows/System32/drivers/etc. After editing the "hosts" file, the problem was solved.

            • 3. Re: cannot sign in
              A.T. Romano Community Member



              Thanks for the great news. Glad Adobe Chat/Technical Support identified the problem in that host file.


              Do you recall how they edited it. Did they remove references to "activate.adobe.com" or did they add it?


              Best wishes



              • 4. Re: cannot sign in
                Terry22 Community Member

                ATR -

                To edit the "hosts" file, first I copied it to my desktop from the "etc" folder. Then opened it with "Notepad". In the file, I removed references to "activate.adobe.com" and saved the file as "hosts.txt". I then renamed the file by removing the *.txt extension. I then dragged the new "hosts" file into the "etc" folder, replacing the old file. Having cleaned the corrupted "hosts" file, I was successful signing in to Adobe using Premiere Elements.


                • 5. Re: cannot sign in
                  A.T. Romano Community Member



                  Thanks. I have seen that approach cited before. But, I had not run into anyone who used it and that was the fix for him or her.


                  The Adobe document that I saw it in seemed to be directed to the CC, CS6, and CS5.5 people.



                  Thanks again for the follow up which will be very helpful to all.


                  Thanks for the opportunity to help.