Failure to verify licensing error when attemtping to install Portraiture

Dear User

This is a problem with Extension Manager as opposed to the 2 products, Portraiture and Noiseware.

As a workaround, please download the Creative Cloud Desktop App from: https://creative.adobe.com/products/creative-cloud

Once installed, please restart your machine and await an installation message from the CC Desktop App to let you know that Portraiture and Noiseware have both installed. (They can take a few minutes each to install)*. Then launch Photoshop and check the relevant menus.

*If the message does not appear, access the 'My Add-ons' link from the Addons website and check that the products say 'remove' and not 'install'. If they say 'Install', click this for both.

Let us know how you get on.

Regards,

Krystal - Adobe Exchange / Add-ons team

Okay, we will try a few more things then...

Could you double-check that the CC Desktop App has syncing enabled? Please stop and restart syncing.

Can you see any notification listing in the main 'Home' tab about the 2 add-ons?

Are you using Mac or Win? Please tell us what Firewall software you have running?

Please launch Extension Manager, click on the Tools menu, then Preferences, then untick 'Allow Extension Manager to access the internet'.

Now retry the ZXP installation.

Regards,

Krystal

Okay, thank you for your thorough responses.

Error 603 indicates that your computer isn't getting a response from our license server, as with the 'License verification failed' message in Ext.Manager. This can be caused by firewall software but if you have none enabled currently, it may be a problem with the license server side and so we will log this problem straight away to that team and leave this case open in the meantime.

We have identified the problem now and it seems that the product's trial ZXPs do not have “.trial” in their version numbers. For example, in the trial ZXPs, the version numbers are '2.0.0', instead of '2.0.0.trial'. This means that the server thinks you’re trying to install the full version, and rejects it.

We have been in touch with the producer to request that they upload new trial ZXPs for these products.

We apologise for the inconvenience that this problem has caused to our Add-ons users and thank you for bringing it to our attention.

Hi

Am getting the same problem trying to install Kuler. Is this the problem with Kuler as well?

No the Kuler panel does not have a trial so this could be a separate problem.

I just tried to install it and it installed successfully first time via the CC Desktop App (Free Creative Cloud | Download Adobe Creative Cloud free trial). I am using Firefox on Mac. 

Please try it using CC Desktop App as opposed to Extension Manager and let us know if you receive an error code in the CC Desktop App?

You should receive a popup after 30 seconds (approx.) to advise that the panel has been installed and it should then list in the Home tab of the CC Desktop app. When you open Photoshop CC 2014, it will be listed under 'Window->Extensions'.

Hi

No, no luck.

Whatever I do, I come up withe the 'license verification failure' notice eventually.  I have tried this thru the CC Desktop App (no sign of Kuler panel) and via Extension manager.

I have downloaded the  KulerPanelHTMLBundle_1.0.1_478259.zxp file and double clicked it, got the “ license …” error message again.

My Windows/Extensions remains resolutely greyed out.

Thanks, and your further advice much appreciated …

Peter

Hi Peter,

Sorry for the issues. OK let's try this. Open Extension Manager and check you have the latest version (7.2.1) by going to Help > About Extension Manager inside the Extension Manager. If you do proceed to step 2 if not go to step 1:

1. Download the latest extension manager: https://www.adobe.com/exchange/em_download/

2. Open the Kuler.zxp file (it's actual name is longer but hopefully you know the zxp file I mean) by launching Extension Manager and choosing File > Install Extension. Before installing make sure Photoshop is not running. If it is you will need to quit it before installation of the Kuler panel.

3. Look out for any errors or issues reported by Extension Manager, if none go to step 5, if there are please report or screenshot them on this forum.

4. Launch Photoshop CC 2014, go to Window > Extensions and look for Kuler

Hope that helps, let us know how you get on.

Thanks,

Jonathan

Hi Jonathan

1. Have Ext Mgr version 7.2.1.6

2. Launched Ext Mgr and clicked KulerPanelHTMLBundle_1.0.1_478259.zxp

3. This opened Ext Mgr which started processing the file and, again, gave the following error message:

4. Opening PS CC 2014, and Windows/Extensions I get a greyed out Extensions.

Is there a simple Extension that I can try to install, to see if it is my process that is broken somewhere, and not Kuler?

Thanks your help…

Peter

Hi Peter,

Please try installing this free product:

https://creative.adobe.com/addons/products/1680#.VBhN-EvMc8M

Let us know how you get on.

Thanks and sorry for the hassle.

Jonathan

No luck

Creative Cloud shows I have acquired both Kuler and Layer Namer in My Add-ons, but the PS Extensions menu still is greyed out. I have checked that File Syncing is on in the CC dashboard, which it is, tried rebooting PS etc, but  no go.  It seems my Extension is not working.

I have PS CS 6 still installed. Should I delete it?

Perhaps an atom bomb and reload PS CC 2014  

Thanks

Peter

Hi Peter,

I am going to ask one of our engineers to contact you to see if we can resolve the issue before you have to resort to uninstalling and reinstalling.

Best,

Jonathan

Thanks Jonathan, will await his call

best

Peter

Hi Peter,

Uninstalling PS CS6 shouldn't make any difference to this problem so I wouldn't feel the need to do that.

Could you please email me the email address you're logged in as in the Creative Cloud desktop app? (my email address is fgregor@adobe.com)

If you could also please generate an Extension Manager log file and send it to me, that would be a big help.

1. Create a file named ExManCoreLibLog.YES. Only the file name is important. The contents of the file don't matter.

2. Copy this file to "C:\Users\<YourUserName>\AppData\Roaming\Adobe\Extension Manager CC\Log". If this folder doesn't exist, you can create it.

3. Launch Extension Manager CC.

4. Repeat your usual steps until you see the license error

5. Find the log file in "C:\Users\<YourUserName>\AppData\Roaming\Adobe\Extension Manager CC\Log"

Also, can you tell me whether you have any third party firewall software running that may be blocking connections to the licensing server?

Thanks for your patience with this.

Best wishes,

Fraser

Hi Peter,

Would you please try follow steps:

1. Quit Adobe Creative Cloud , Extension Manager and all Adobe products.

2. Rename opm.db to opm.db.bak in c:\Users\<yourname>\AppData\Local\Adobe\OOBE

3. Launch Extension Manager CC.

4. Install your extensions.

Please let me know if it does not help.

Thanks,

Shuolei

Should

I am a Mac user - can you resend instructions? Many thanks ...

Regards

Peter

Peter Sanderson

Shuolei

Magic - works a treat. Thanks very much (and you to, Fraser)...

regards

Peter

Peter Sanderson

Hi Peter,

Please follow How to install the plugins in Photoshop CC 2014 - Powered by Kayako eSupport Help Desk Software to install Portraiture extension.