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Last updated on
Jun 2, 2025
Find out how to fix Adobe Genuine Service connection errors when signing in or activating Adobe applications.
Errors when signing in, activating, or starting Adobe apps or services?
If you experience connectivity issues or the following errors when signing into or activating Adobe applications, try the steps given in this article:
- We are unable to activate [product name]. Product activation is required to use this product...
- Please connect to the Internet and retry.
- Either your computer is offline or the clock on your computer is set incorrectly, causing a connection error. An Internet connection is required. Please connect to the Internet or adjust your clock and try again.
- You may have limited access to Adobe apps or services.
How to fix connection errors
Solution 1: Make sure that you can access secure sites.
Adobe’s activation servers are on secure (HTTPS) sites, so your computer must be able to access these types of sites.
Follow these steps to make sure that you can access secure sites:
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Type https://www.adobe.com in the address bar, and then press Enter.
Can't access secure sites?
Make sure that your computer's clock shows the correct time and is set to the correct time zone.
If your computer is behind an authorization proxy server, disable it. For instructions, consult your network administrator or your proxy server documentation.
If your computer is behind a firewall, make sure that the firewall is not blocking the activation server through ports 80 and 443.
For instructions on allowing access to the activation server, consult your network administrator or your home network’s firewall documentation.
Solution 2: Reset your hosts file.
Operating system hosts files map host names to IP addresses. An incorrectly configured hosts file can affect your computer's ability to connect to Adobe's activation servers.
Note:
Creative Cloud users: Resetting the hosts file can also resolve errors such as "The Creative Cloud applications are available in trial mode" or "Trial expiration."
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Download the Limited Access Repair tool:
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Extract the downloaded file, and then run the Limited Access Repair tool in Admin mode.
- Windows: Right-click the tool and choose Run as Administrator.
- macOS: Double-click the tool and enter the admin credentials to continue.
For more information on how to use the Limited Access tool, see Limited access error in Creative Cloud for desktop app.
Note: If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually.
Reset the hosts file manually
If the issue is not fixed even after you run the Limited Access Repair tool, reset the hosts file manually:
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Navigate to C:\WINDOWS\System32\drivers\etc.
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Open the hosts file with a text editor such as Notepad. (Remember to run Notepad as an administrator.)
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Check for any Adobe-related entries in the hosts file.
If there are no Adobe-related entries in the hosts file, no further troubleshooting is required.
However, if there are Adobe-related entries in the hosts file, proceed to the next step.
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If there are Adobe-related entries in the hosts file, move the file to the desktop, for example by dragging.
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Delete the Adobe-related entries from the hosts file.
Make sure that you do not delete any other entries.
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Save the hosts file that you edited in the previous step.
The updated hosts file should not have any Adobe-related entries.
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Move the file from desktop to the original location:
C:\WINDOWS\System32\drivers\etc
When moving the file, select the Replace option.
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To find the hosts file, open Finder and then choose Go > Go to Folder. In the box, type the following location and then press Return:
/private/etc/hosts
If you are unable to locate the file, it means that the hosts file is hidden. Type the following command in terminal to unhide the file, and then repeat Step 1.
chflags nohidden /etc/hosts
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Open the hosts file using a text editor such as Text Edit.
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Check for any Adobe-related entries in the hosts file.
If there are no Adobe-related entries in the hosts file, no further troubleshooting is required.
However, if there are Adobe-related entries in the hosts file, proceed to the next step.
-
If there are Adobe-related entries in the hosts file, move the file to the desktop, for example by dragging.
-
Delete the Adobe-related entries from the hosts file.
Make sure that you do not delete any other entries.
-
Save the hosts file that you edited in the previous step.
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Move the file from desktop to the original location:
/private/etc/hosts
When moving the file, select the Replace option.
The updated hosts file should not have any Adobe-related entries.
