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.

Issue

When you start or install Adobe Muse, you receive the error, "An unexpected error occurred processing your request."

error

Solutions

The solutions below address different root causes. Follow the solutions in order, testing the login after each one.

Solution 1

Make sure that Muse can connect to the Internet. It's necessary that Muse can access the following URLs to authenticate an Adobe ID:

  • *.adobe.com:443
    • *.adobelogin.com:443

    Check access to these links by visiting these links in your web browser. If the URLs above return content from Adobe or a blank page, but not a "Page Not Found" or "404" error, you have access. Proceed to Solution 2.

Solution 2

Delete the opm.db file in the OOBE folder at the below location (depending on the OS):

  • Mac OS: /Users/user_name/Library/Application Support/Adobe
  • Windows XP: Drive:\Documents and Settings\user_name\Local Settings\Application Data\Adobe
  • Windows 7: Drive:\Users\user_name\AppData\Local\Adobe

If deleting the opm.db file does not fix the problem, proceed to Solution 3.

Note: On Mac 10.7 or above, it's possible that the /Users/user_name/Library folder is hidden.

You can access it by doing one of the following:

  • In any Finder window, click the Go Menu and press the Option key to reveal Library  in the menu.
  • In any Finder window, click the Go Menu and select Go To Folder. In the Go To Folder dialog, type "~/Library" and press return.

In the Library directory, open Application Support, then Adobe, then OOBE and delete the opm.db file in there.

Solution 3

If your connection to the Internet is through a USB broadband card, start your trial or subscription from a computer with a Wi-fi or Ethernet connection. Adobe is working to address this incompatibility.

If none of the solutions resolve the login error, start a chat case with an agent. To access chat for Muse, go to http://helpx.adobe.com/contact/index.html and select Muse from the Product pop-up menu. From the Tell Us What You Need Help With pop-up menu, select Using My Product Or Service. Then, select I Still Need Help.

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