Learn how to resolve the "Unable to validate your Adobe Muse subscription" error when you launch Adobe Muse.

Note:

Adobe Muse is no longer adding new features and will discontinue support on March 26, 2020. For detailed information and assistance, see Adobe Muse end-of-service page.

Error "Unable to validate your Adobe Muse subscription" when you start Adobe Muse

Do you receive this error when you start Adobe Muse?

"Unable to validate your Adobe Muse subscription. We haven't been able to validate your Adobe Muse subscription for some time. Please connect to the Internet in order to continue using Adobe Muse."

Try the solutions in this document.

Unable to validate your Adobe Muse subscription
Unable to validate your Adobe Muse subscription

1. Delete Adobe Muse configuration folders.

Follow the instructions for your operating system.

Caution: Make sure that you delete the correct files and folders from correct locations to avoid irrecoverable loss of data. If you are in doubt, contact support.

Mac OS

  1. In the Finder, go to Library/Application Support/Adobe.

    Note:

    Don't see the Library folder? See Access hidden user library files | Mac OS 10.7 Lion for assistance.

  2. Drag the MBL Store and OOBE folders to the Trash.

    Delete the MBL Store and OOBE folders in macOS
    Delete the MBL Store and OOBE folders

  3. In the Finder, go to Library/Preferences.

  4. Drag the AdobeMuse folder (inside the Preferences folder) to the Trash.

    Drag the Adobe Muse folder to Trash.
    Drag the Adobe Muse folder to Trash.

  5. Start Adobe Muse and follow the onscreen instructions. Adobe Muse asks you to reenter some configuration information, such as your Adobe ID and UI language.

Windows

  1. Do one of the following:

    • Windows 7: In Windows Explorer, go to [user name]\AppData\Local\Adobe.
    • Windows XP: In Windows Explorer, go to [user name]\Local Settings\Application Data\Adobe.
  2. Right-click the MBL Store and OOBE folders and choose Delete.

    Basic RGB
    Delete the MBL Store and OOBE folders from your Windows machine

  3. Do one of the following:

    • Windows 7: In Windows Explorer, go to [user name]\AppData\Roaming.
    • Windows XP: In Windows Explorer, go to [user name]\Local Settings.
  4. Right-click the AdobeMuse folder (inside the Roaming/Local Settings folder) and choose Delete.

    Delete the AdobeMuse folder from your Windows machine.
    Delete the AdobeMuse folder from your Windows machine.

  5. Start Adobe Muse and follow the onscreen instructions. Adobe Muse asks you to reenter some configuration information, such as your Adobe ID and UI language.

2. Verify that you can connect to Adobe's subscription server.

Start a web browser, such as Firefox or Internet Explorer, and visit https://na1mbls.licenses.adobe.com.

  • If you can reach this website, your computer can connect to Adobe's subscription server. Go to the next step (Send the PDApp.log file to Adobe).
  • If you can't reach this website, your computer can't connect to Adobe's subscription server. Troubleshoot firewall issues. Consult your network administrator or your home network’s firewall documentation.

3. Send the PDApp.log file to Adobe.

  1. Locate the PDApp.log file:

    • Mac OS: In the Finder, go to Library/Logs/PDApp.log.
    • Windows: In Windows Explorer, go to [user name]\AppData\Local\Temp.
    Locate the PDApp.log file in macOS
    Locate the PDApp.log file in macOS

     

     

    Locate the PDApp.log file in Windows OS
    Locate the PDApp.log file in Windows OS

  2. Use an email client, such as Microsoft Outlook or Gmail, to send the PDApp.log file to muse-support@adobe.com.  

    The Adobe Muse team will analyze the log file, identify the issue, and contact you with next steps.

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